HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. Boasting over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps. The vendor describes the following five differentiators: 1.…
$49
per month per user
SysAid
Score 8.9 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.
N/A
Pricing
HaloITSM
SysAid
Editions & Modules
On Premise
$49
per month per user
Cloud
$49
per month per user
No answers on this topic
Offerings
Pricing Offerings
HaloITSM
SysAid
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
Required
Additional Details
There is 15% discount for all charities, educational institutions and non-profit organisations.
SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered …
Verified User
Manager
Chose HaloITSM
Simply better. Each system has its merits, however, HaloITSM simply does everything in one neat package. no hidden costs fully sorted and without the constant frustrations of other systems. Simple, elegant, efficient, and maps to our processes NOT the other way around - the way …
SysAid
No answer on this topic
Features
HaloITSM
SysAid
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HaloITSM
8.4
12 Ratings
2% above category average
SysAid
9.0
181 Ratings
9% above category average
Organize and prioritize service tickets
8.612 Ratings
9.6180 Ratings
Expert directory
8.58 Ratings
7.9147 Ratings
Service restoration
8.77 Ratings
8.8128 Ratings
Self-service tools
8.611 Ratings
8.4174 Ratings
Subscription-based notifications
8.612 Ratings
9.7130 Ratings
ITSM collaboration and documentation
8.39 Ratings
9.2148 Ratings
ITSM reports and dashboards
7.712 Ratings
9.2157 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
HaloITSM
7.9
10 Ratings
4% below category average
SysAid
8.2
156 Ratings
0% below category average
Configuration mangement
8.07 Ratings
9.1146 Ratings
Asset management dashboard
7.77 Ratings
8.6153 Ratings
Policy and contract enforcement
8.05 Ratings
6.8104 Ratings
Change management
Comparison of Change management features of Product A and Product B
If you want a value for money full system, which you could use out of the box then this is the one for you. If you want a system that can take care of tasks then this is the one for you. [HaloITSM] is easily scalable with very competitive pricing. New features are added regularly based on best practices and customer requirements.
SysAid just works. For the number of built in features, it is relatively easy to use and get started with. Getting started with SysAid is hassle free as well. Once setting up the RDS on prem, rolling out to all of the machines is a breeze. The cloud service takes over from there. Device scans will immediately begin sending data to SysAid cloud that provides hardware and software information.
The Self Service Portal is very easy to configure and the end-users have commented on how easy it is to log and manage their own calls.
Asset and User Management works very well and it is simple to link them to tickets. Looking up ticket history for particular Users or Assets is also very useful.
The ability [to] use different ticket types and templates is fantastic. The added ability to merge and clone tickets is also a great benefit.
Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
knowledge base links directly to tickets, so repeat issues are easy to solve.
The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services
This rating reflects our overall satisfaction with the platform’s performance, reliability, and flexibility in meeting our IT service management needs. SysAid has streamlined our ticketing processes, enhanced asset management, and improved operational efficiency through automation and reporting. The system’s adaptability across multiple departments has added significant value beyond IT. An excellent service tool.
Whilst it delivers on most of the features it comes with, I feel Change Management needs a complete re-do as it is really complicated, and think it should be made to be straightforward. For the free services of their Market Place, they should develop a platform where one can just browse for the script (downloaded) and apply the patch, without having to go into various places in code to activate the service. or at least, build the integrations into the system and have [a] section under settings, or even straight from the Market Place, where one can just enable the service, and if required, be prompted to input additional information, including credentials.
Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.
In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.
I've made overall positive experiences with the Halo support. The only thing to increase would be some follow ups on feature requests. If someone would reach out to me, telling me wheter or not my feature request will be considered in future updates or not.
SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.
It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time
HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered all of these.
There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.
When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
We have used SysAid since 2008. Through out these years, we find that SysAid support is very helpful and professional. The respond that we get is very fast and they will help us until we have solved our problem that we reported to them. So far, we are very happy with SysAid support.
It enabled us to allow our Service Desk Staff to work from home during COVID and this has continued ever since.
We have halved our average resolution time.
Some of the automation processes, when implemented alongside the MS Power Platform, have saved approximately 30 hours a month. This includes times when customers were unable to access the system until they had been trained. This is now automated via Halo and they get sent to on-demand training, instead of waiting up to 3 weeks for the next scheduled session.
How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
Intuitive interface. Integration to Outlook. Easy reporting.
It has a very user-friendly interface and effective management capabilities.
