Technology Innovation of the Year for SymphonyAI’s Service Automation Solution

12.08.2023 | Rajasekharan U

As 2023 comes to an end, SymphonyAI is picking up momentum

SymphonyAI’s Business IT division has been delivering industry-leading AI-powered IT and enterprise workflows to sectors ranging from financial services to manufacturing to technology and consulting for years. A series of spectacular accolades and achievements in 2023 has made this year special.


For the fifth year in a row, CIOs voted for SymphonyAI as their Customers’ Choice in the 2023 Gartner Peer Insights Voice of the Customer for IT Service Management Platforms. In the survey released in March, more than half of customer reviewers gave SymphonyAI 4.5 out of five stars, meaning SymphonyAI ITSM met or exceeded both the market average for overall experience and the market average for user interest and adoption. That’s higher than ServiceNow, BMC, Ivanti, and Atlassian.

In March, leading global technology research and advisory firm ISG also recognized SymphonyAI as a Global ESM Software Provider leader in its Provider Lens Enterprise Service Management – Software 2023 report. “A comprehensive solution with out-of-the-box functionality and low code/no code components for rapid workflow setup are some of the capabilities that underscored our rating,” ISG research partner Ashwin Gaidhani said.

In June, competing with more than 3,000 nominations from across the world, SymphonyAI won Best AI IT Operations in the 2023 AI Breakthrough Awards, underscoring the company’s commitment to becoming the market-leading AI-enabled ITSM software.

Forrester, a leading predictive AI industry analyst, also recognized SymphonyAI in its Enterprise Service Management Landscape report for Q2.

In November, SymphonyAI’s Service Automation solution won the Automation Technology Innovation of the Year award at Automation Days Asia, Asia’s largest virtual conference focusing on the latest advancements in enterprise automation and intelligent technologies, organized by Cybiant and Service Automation Framework.

Jan-Willem Middelburg, Managing Director of Cybiant and author of Service Automation Framework said, “The SymphonyAI Service Automation product is a well-deserved winner of the Automation Days Asia 2023 Technology of the Year Award. The product brings significant innovation to the market, and makes it easier for organizations that start the delivery of automated services. The embedded workflow integrations make Service Automation accessible to everyone, and the easy-to-use workflow designer enables everyone to design valuable automated services.”

New products and customers

Not satisfied with these laurels, the company continues to innovate and bring new products to the market.

In October, SymphonyAI launched the Apex platform with predictive and generative AI, delivering delightful user experiences and transforming enterprise service that redefines ITSM. Apex’s lightweight architecture offers four applications: Service Management, Asset Management, Service Automation, and a generative AI-based digital agent for instant information and recommendations. This breakthrough product uses generative AI to resolve service requests up to 50 percent faster.

In early 2024, SymphonyAI will release its first generative AI-based products for business IT, including copilots for end users, analysts, and executives. 

The constant innovation and industry recognition paid off this year when international IT consulting firm Infogain tapped SymphonyAI to be its internal IT service management infrastructure. “SymphonyAI is now a core pillar in our digital transformation initiatives,” said Infogain Vice President and Chief Information Officer Manish Anand. “Its flexibility and agility of approach, along with its ease of integration and price, were key drivers in our selection.”

SymphonyAI integrated Infogain’s legacy internal asset discovery tools, automation platform, and corporate application platform. Additionally, the Silicon Valley-based firm drafted SymphonyAI’s system to automate employee onboarding and exit workflows around the globe. A plan to integrate SymphonyAI with Infogain’s private cloud platform is in the works.

Internationally, SymphonyAI also made gains when it partnered with Emircom, the leading information and communications technology provider in the United Arab Emirates and Saudi Arabia. Emircon’s customers will now be able to tap into SymphonyAI’s full IT suite in addition to SymphonyAI solutions for industrial manufacturing, including KPI 360, APM 360, MOM 360, and Proceedix solutions.

Top talent

It’s little wonder that SymphonyAI’s reputation has drawn some of the top talent in the field.

In May, Prateek Kathpal, a proven leader in enterprise, telecom, and automotive industries, joined SymphonyAI to lead the industrial and business IT divisions, focusing on overall IT and enterprise service management products and solutions.

Kathpal adds a rare talent with diverse and extensive IT experience building cloud and high-volume transaction systems, and expertise in B2B and consumer technology, deep learning, neural networks, cloud virtualization, enterprise software, and information lifecycle management.

He joins a team that has also demonstrated outstanding thought leadership on ITSM issues.

SymphonyAI recently wrote about its partnership with multinational cleaning products company Diversey in Cleaning Hygiene Today, explaining how Diversey made the leap to AI-driven ITSM with the help of the SymphonyAI platform the year before the COVID-19 pandemic struck.

The move allowed Diversey to not only weather the lockdown – when demand for their soaps, disinfectants, and other hygiene products spiked – they came out stronger for it. Diversey realized that operational success hinges on the best processes, the best equipment, and the ability to adjust and scale in real time.

SymphonyAI’s Senior Director for the Americas, Tim Lawes, explained in ITPro Today how business leaders can recession-proof their ITSM systems. He recommended finding a customizable solution, assessing the company’s needs and goals, and negotiating wisely with vendors who often want to sell more than their clients need.

In the event of moving to a new ITSM system, Tim offered five recommendations in Spiceworks on how to move away from a legacy system: discuss the customization process, ask about virtual assistants, make sure data will be protected, learn more interoperability, and keep watch on hidden costs.

SymphonyAI applies these winning strategies daily to solve customers’ problems and satisfy their needs. Expect more improvements and advancements in the new year.

Latest Insights

Webinar: Generative AI: The Future of ITSM and ESM
07.17.2024 Blog

Generative AI: The Future of ITSM and ESM

Enterprise IT Square Icon Svg
AI-powered ITSM and ITAM
07.17.2024 Blog

AI-powered ITSM and ITAM

Enterprise IT Square Icon Svg
SymphonyAI Masterclas – Human Behavior and Technology in Leadership
06.28.2024 Blog

SymphonyAI Masterclass – Human Behavior and Technology in Leadership

Enterprise IT Square Icon Svg