SysAid Reviews & Ratings 2025

Name: IT Manager? You Must Try SysAid
Uploaded: 2024-08-14T09:34:42.000Z
Duration: 1 min 29 s
Description: SysAid for IT Managers

Overview

What is SysAid?

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.

SysAid is loved in our company I couldnt find abetter solution.

Rating: 10 out of 10

July 2, 2025

IncentivizedVetted ReviewVerified User

SysAid helped us manage all of out IT assets. We always had much trouble keeping good track of them. It also helped us greatly with our HelpDesk needs, and it also even has a ...

Iohann Tachy

Team Lead - Information Technology

Developer / IT

Grupo Positiva

3 years of experience

Quick and Easy Management of a customer database and ticket system.

Rating: 10 out of 10

June 12, 2025

IncentivizedVetted ReviewVerified User

I use SysAid to manage customer accounts and to verify the details provided by support. We have a customized screen that manages our hosting accounts with all the details asso...

Lisa DeMahy

Administrator - Finance and Accounting

Billing Administrator

Assembly Software

4 years of experience

My SysAid Review

Rating: 10 out of 10

May 5, 2025

IncentivizedVetted ReviewVerified User

We use SysAid for our ITSM and Asset Inventory. SysAid address our business case of logging incident and tracking to resolution. Change management team has been able to addres...

peter awortwe

Analyst - Information Technology

IT Asset and Configuration Analyst, Service Catalog Manager, Knowledge Manager

Eprocess ISA

3 years of experience

Verified on LinkedIn

SysAid - Simple and easy solution.

Rating: 10 out of 10

April 22, 2025

IncentivizedVetted ReviewVerified User

SysAid is being used by the IT department and Facilities department to facilitate service requests and IT incidents. We use it to support our e-learning, finance, IT and new ...

Garan Thomas

Administrator - Information Technology

Desktop Support Engineer

Simbec-Orion Group

2 years of experience

SysAid Helpdesk

Rating: 9 out of 10

February 12, 2025

IncentivizedVetted ReviewVerified User

The system is used in my organization as a call and knowledge management system for the IT department. We have been using it for over 10 years. The system is user-friendly and...

Yaakov Aflalo

C-Level Executive - Information Technology

C.I.O.

Rafa

11 years of experience

Verified on LinkedIn

How SysAid Differs From Its Competitors

Automated Workflow

SysAid workflows are good when they are working but take some time to configure and get right. There are some hard and weird limitations when desgining workflows but SysAid are constantly building on this and improving this with regular updates and soon I imagine it will be next level with AI …

Incentivized

Automated Workflow

It has allowed technicians to avoid numerous phone calls by receiving tickets through the system. They can resolve issues simply through emails and remote assistance than having to spend hours on a phone call.

Incentivized

Automated Workflow

The workflow is one of the fantastic part of SysAid that i have enjoyed using. This has reduced workload on tracking decommissioning assets and analyzing changes logged. We have also implemented workflow for knowledge articles to ensure support can easily share knowledge in the area. Now the team …

Incentivized

Automated Workflow

Some of our clients can use the built-in FAQ tool for solving their problems themselves, so when they try to open a ticket, SysAid suggest articles that the end-user can read to try solving their problems or answering their question with no need for human interaction. Our workload was greatly …

Incentivized

Automated Workflow

Unfortunately, we do not use the self-service troubleshooting option enough, so I cannot elaborate on this topic.

Incentivized

Automated Workflow

New AI Chatbot is very useful - SysAid copilot, Chatbot predicts the solution much faster. Implementation of AI Chatbot has helped the end users without relying on calling the ServiceDesk. It is useful in generating clear reports to analyze the Data more efficiently. Optimized the ticket …

Incentivized

Automated Workflow

The routing of the ticket works very well. It has reduced the number of tickets each admin receives . We have standardized the most common processes which helps reducing the time to resolve a ticket, implemented over 400 routing rules across 10 companies. The workflows are much improved with the …

Incentivized

Automated Workflow

I haven't utilized workflow tools as much as I would like to. Because of how static the workflow, creating all these different ones takes alot of time.

Incentivized

Automated Workflow

The SysAid Self Service portal has enabled us to target end user requests with our existing knowledge base. As users type keywords a series of KB articles are suggested to them, we can also see how many times these articles have been viewed which is extremely valuable to us when assessing our …

Incentivized

Automated Workflow

Using the SysAid AI chatbot has been interesting, but I am not sure if it has reduced the number of tickets. It may have increased the number of tickets because it lowered the effort barrier to actually submit a ticket.

Incentivized

Automated Workflow

The workflows are easy to build and user friendly when an action comes to the user is very customizable on the data that we can pressent to the user. from there we can assign notifications to follow up with the user and my team doesn't have to follow up with the user manually saving …

Incentivized

Automated Workflow

Sysaid allows us to do our ticketing and email communication all in one place.

Incentivized

Automated Workflow

easy of handling all the tickets, and support service that we can provide to our users. The sysaid workflow has been a game changer for our new hire tickets , where the tickets are created as ease , the manager is able to input all the details at one point , the easiness of transferring the the …

Incentivized

Automated Workflow

SysAid's Automate Joe has helped take some of the workload off our staff. We love the self service portal and need to beef up our KB to allow staff to resolve more issues on their own.

Incentivized

Automated Workflow

Using Ai & the built in Knowledge base has allowed our employees to find answers to their questions before opening a ticket. It has reduced our ticket numbers quite a bit compared to our last system

Incentivized

Automated Workflow

By automating repetitive processes like ticket routing, SLA monitoring, and follow-ups, SysAid's automation and workflow tools have significantly decreased the workload for our IT staff. Without constant human supervision, the system ensures quicker resolution by automatically allocating tickets …

Incentivized

Automated Workflow

As previously mentioned, SysAid automation and AI is reducing every aspect of IT in some way or another. Whether it be something as simple as a user entering a ticket instead of calling or sending e-mails (which can also be used to create a ticket), to full support offerings from the AI component. …

Incentivized

Automated Workflow

Incentivized

Automated Workflow

For now, users are able to access self-service features from our knowledge base on SysAid.
AI features has been incorporated to allow efficient logging and resolution of logged tickets.
We have been able yo create a number of workflows for process approvals and implementations. Also, for issues …

Incentivized

Automated Workflow

It has allowed us to spread out our workload. Beforehand because of the disorganised mess multiple tickets weren't being addressed until they were business critical.
Now, because we can track everything easier, it allows us to keep on top of what needs doing and we now have a significantly reduced …

Incentivized

Automated Workflow

No change in ticket count as clients are not yet using the AI. I think a larger "draw" to the AI would help with that.

Incentivized

Automated Workflow

My workload has been decreased with the automation of process using SysAid. I can mention the password self service. This feature is very used for the users and the amount of tickets has been decreased. The tickets that are created using the email rules is another function very useful, that has …

Incentivized

Automated Workflow

This has been helpful as workflows have effectively decreased the workload while affording us peace of mind knowing the workflows are effective.

Incentivized

Automated Workflow

Users and administrations are both positively impacted. Having a thorough KB allows users to solve their issues without having to wait on an administrator. Administrators arent impacted by small tasks that users can resolve themselves.

Incentivized

Automated Workflow

Staff dont generally use the portal, however we do have Teams integration which has proved popular. As our organisation uses Teams as its primary communication platform, users are already engaged and have found it very easy to use the SysAid app to report and track issues.
Very useful integration …

Incentivized

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Video Reviews

2 videos

View Playlist

SysAid Review: An Integral Tool During The Change of Management Process

02:51

SysAid Review: Performs As A Basic Help Desk Response Tool

02:26

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Pricing

View all pricing

SysAid

N/A

Unavailable

What is SysAid?

Entry-level set up fee?

Setup fee required

For the latest information on pricing, visithttps://www.sysaid.com/plans?utm_source…

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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64 people also want pricing

Alternatives Pricing

Freshservice

$29

per month per agent

What is Freshservice?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

Spiceworks Help Desk

N/A

Unavailable

What is Spiceworks Help Desk?

Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and…

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Product Demos

SysAid Interactive Product Tour

www.sysaid.com

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

9.2

Avg 8.2

9.4
Organize and prioritize service tickets
(183) Ratings
Prioritize tickets to ensure most urgent are tackled first
8.7
Expert directory
(150) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
9.1
Service restoration
(131) Ratings
Impact assessment and automated fixes for common problems
8.8
Self-service tools
(177) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
9.4
Subscription-based notifications
(133) Ratings
Users subscribe to notifications for ticket updates
9.4
ITSM collaboration and documentation
(151) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
9.4
ITSM reports and dashboards
(160) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

9.1

Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.6

Avg 8.5

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Product Details

About
Integrations
Competitors
Tech Details
FAQs

What is SysAid?

SysAid is an IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. SysAid’s AI is purpose-built for IT, with security and governance built in.

SysAid's workflow automation streamlines processes like employee onboarding and incident management, facilitating task completion and scalability. The asset management feature integrates with the service desk, providing IT teams with data to resolve issues.

SysAid offers insights into team performance with data summaries, forecasts, and recommendations, enabling IT leaders to make informed decisions.

SysAid Features

Incident and problem management Features

Supported: Organize and prioritize service tickets
Supported: Expert directory
Supported: Service restoration
Supported: Self-service tools
Supported: Subscription-based notifications
Supported: ITSM collaboration and documentation
Supported: ITSM reports and dashboards

ITSM asset management Features

Supported: Configuration mangement
Supported: Asset management dashboard
Supported: Policy and contract enforcement

Change management Features

Supported: Change requests repository
Supported: Change calendar
Supported: Service-level management

SysAid Screenshots

Screenshot of Monitoring & Fine Tuning - Gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.

Screenshot of Ticket Journey - Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions taken

Screenshot of Ticket Queue - A consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more more efficiently.

Screenshot of AI Chatbot - A Conversational self-service experience that uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing knowledge base articles, internal data, and ticket resolution history

Screenshot of Workflow Automation - Digitize workflows and processes without coding or scripting. Automate complex processes with simple design and editing capabilities, and real-time visibility of the end-to-end process.

Screenshot of the SysAid AI Agents that empower IT teams with intelligence that thinks, learns, and acts securely. Designed to enhance—not override—IT operations, they anticipate needs, make informed decisions, and adapt responsibly

SysAid Video

SysAid for IT Managers

SysAid Integrations

TeamViewer
Trello
Slack
OneLogin by One Identity
LogMeIn Rescue
Skype for Business / Lync (discontinued)
Microsoft Teams
Zapier
CAS
Atlassian Jira
Okta
Microsoft 365
Nagios Core
BeyondTrust Remote Support
Microsoft Azure
SolarWinds Network Performance Monitor (NPM)
Shibboleth
SSO Connector
Worksafe App
Google Apps
ADFS
OpenAM
IP Filter
SSO Connector
Worksafe App
Google Apps
ADFS
OpenAM
IP Filter

SysAid Competitors

SysAid Technical Details

Deployment Types	On-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Windows, Linux, Mac
Mobile Application	Apple iOS, Android
Supported Countries	Global
Supported Languages	English, Spanish, French, German, Italian, Japanese, Portuguese, Russian, Hebrew, Chinese (Simplified),
Security	Read SysAid Technologies's Security Report on Whistic Security Network™

Frequently Asked Questions

Freshservice, Cherwell Service Management (discontinued), and ServiceNow IT Service Management are common alternatives for SysAid.

Reviewers rate Change requests repository and Change calendar and Service-level management highest, with a score of 9.6.

The most common users of SysAid are from Mid-sized Companies (51-1,000 employees).

SysAid Customer Size Distribution

Consumers	0%
Small Businesses (1-50 employees)	10%
Mid-Size Companies (51-500 employees)	60%
Enterprises (more than 500 employees)	30%

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Comparisons

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Reviews From Top Reviewers

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(1-5 of 5)

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My SysAid Review

Rating: 10 out of 10

Incentivized

May 05, 2025

peter awortwe

IT Asset and Configuration Analyst, Service Catalog Manager, Knowledge Manager

Eprocess ISA (Information Technology & Services, 51-200 employees)

Vetted Review

Verified User

3 years of experience

Verified on LinkedIn

Use Cases and Deployment Scope

We use SysAid for our ITSM and Asset Inventory. SysAid address our business case of logging incident and tracking to resolution. Change management team has been able to address audit issue of ability to track changes per ITIL standard. Asset Inventory and CMDB has also be marked out of audit. We are currently using SysAid Knowledgebase module to drive our AI initiave to help users have a faster self-service

Pros

Incidence Management
Problem Management
Request management
Customize Reports
Asset Inventory
Knowledge Management

Cons

CMDB Relationship mapping
Software License Management
Knowledge Management

Likelihood to Recommend

SysAid has served as well after implementation. Audit requested for a specific Problem ticket and it relating incidence and change tickets. It was amazing how all these tickets had been linked to each other showing history of activities done. At our service management meeting SLA standings of each unit was provided upon request by the units using BI Analytics. This served service management team from a whole lot of argument and disputes that we used to have with various units. The only challenge with this BI Analytics is that it is unable to give us required data requested by Change management

SysAid Feature Ratings

Incident and problem management (3)

96.66666666666666%

9.7

Organize and prioritize service tickets: 100%
10.0
Self-service tools: 100%
10.0
ITSM reports and dashboards: 90%
9.0

ITSM asset management (2)

75%

7.5

Configuration mangement: 50%
5.0
Asset management dashboard: 100%
10.0

Change management (2)

100%

10.0

Change requests repository: 100%
10.0
Service-level management: 100%
10.0

Return on Investment

Cost Savings on ITSM tool
MTTR

Automated Workflow

Time To Value

Within the project phase ,it took us 4 months to start managing assets. Ticket management was within the month

Alternatives Considered

BMC Helix ITSM (Remedy)

We selected SysAid because of cost saving and doing same ITSM job

Other Software Used

SolarWinds AppOptics, Microsoft Teams

Users and Roles

1000

Consumer, Corporate ,IT, Finance, Human Resources,

Support Headcount Required

These people supporting sysaid in-house are service desk analyst and requires just the understand of how SysAid works as SysAid has made it interface and guides easy to use

Business Processes Supported

Management of Change approvals
Management of Software Product Licenses , though not as perfect as we need
Mangement of incidence and Request

Innovative Uses

Approval workflows for request
Work orders for managing request that takes more than agreed SLAs

Future Planned Uses

AI to manage ticket resolutions

Likelihood to Renew

Because SysAid is cheaper and cost effective than the other ITSM tools

Products Replaced

Yes

We replaced Remedy as SysAid was cost effective

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use
Other

Cost effectiveness

Evaluation Lessons Learned

We will include a complete software license module as criteria in our selection process

Training Types Used

Online Training

Online Training

The training webniars were made simple and easy to grabs

Support Rating

Support is very polite and always seek to understand request. On chat, support always share as much guides as they can give. I love the business managers as well. Miron has been great in support our team in getting a lot of our request fulfilled.

Premium Support

Yes we have Premium support purchased to handle most of our special projects as SysAid does not have those functionalities and reports as default.

Bug Resolution

Usability

The platform is easy to navigate around even as a new user. It is even much easier to duplicate workflows for reuse.

Easy Tasks

Report creating
Ticket management
Knowledge creation and management
Asset discovery

Difficult Tasks

BI Analytics

Mobile Interface Availability and Impressions

Yes, but I don't use it

Good product and happy with SyAaid

Rating: 10 out of 10

Incentivized

April 23, 2025

Lee Trieu

Global Service Delivery Team Leader

Ornua (Dairy, 5001-10,000 employees)

Vetted Review

Verified User

2 years of experience

Use Cases and Deployment Scope

I use daily our main ITSM tool for tracking, reports, auditing, and support within the ITIL model to handle changes, problems, incidents, requests, and services.

Pros

Workflow
Change request
Problem management
Incidents management
Request management
Release management

Cons

Asset management
CMDB
Scanning asset tags
Mobile app improvement made

Likelihood to Recommend

It's well suited for support, reports, and management. it could improve on the asset management side and the mobile version of SysAid.

SysAid Feature Ratings

Incident and problem management (7)

98.57142857142858%

9.9

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Service restoration: 100%
10.0
Self-service tools: 100%
10.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 100%
10.0
ITSM reports and dashboards: 100%
10.0

ITSM asset management (3)

80%

8.0

Configuration mangement: 80%
8.0
Asset management dashboard: 80%
8.0
Policy and contract enforcement: 80%
8.0

Change management (3)

93.33333333333334%

9.3

Change requests repository: 100%
10.0
Change calendar: 80%
8.0
Service-level management: 100%
10.0

Return on Investment

It has been a positive impact as it freed up our staff work schedules.
It has help us track and report on SLA.

Automated Workflow

have not use this yet

Time To Value

immediately

Alternatives Considered

ServiceNow IT Service Management and Freshdesk

There is still some room for improvement as the look and feel on the other platform are a little more refined. The GUI is a little nicer than SysAid and there is a lot of custom work needed with SysAid which needs a more hands-on approach vs other providers but overall SysAid has done what we needed so far. waiting on new format

Other Software Used

SAP SuccessFactors

Users and Roles

all ICT departments

Support Headcount Required

Business Processes Supported

support
change
incident
request

Innovative Uses

reporting on stats

Future Planned Uses

asset management
event management

Likelihood to Renew

sysaid has proformed well for us

Products Replaced

Yes

fresh desk due to user interface and ITIL method

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use

Sysaid have ITIl processes

Evaluation Lessons Learned

include other departments

Implementation Details / Implementation Partner

Don't know

Change Management Lessons

Change management was a major issue with the implementation

making the workflow easier to manage

Implementation Issues

change management

Implementation Rating

i didnt implementation but i did enhance it

Training Types Used

Online Training
In-Person Training
No Training

In-Person Training

N/A

Online Training

Adelina was extremely helpful and insightful on training and upskilling

Ease of SysAid Training

yes

Product Configurability

adelina ensure all my config was setup and made it seemless

Configuration Lessons

following the ITIl pratice is key to ensure good setup

UI Customization

Yes - we have customized the interface extensively

adelina provided expert training to setup custom interface

Extensibility and Customization

No - we have not done any custom code

Additional Customization Considerations

N/A

Support Rating

alin and malin have been super supportive

Premium Support

no but we use bucket days

Bug Resolution

Exceptional Examples of SysAid Support

with my change management workflow sysaid have been able to resolve my issue

Usability

ease of access

Easy Tasks

change management
cmdb
powerbi dashboard

Difficult Tasks

the workflows in designer not easy to work around

Mobile Interface Availability and Impressions

Yes

yes its worked like the main page

Scalability

miron and team always very support on scalability and flexibity

Reliability and Availability

never experience any downtime

Performance

very impress with sysaid performance

Systems Integrated With

lansweeper
active directory
SSO

the intergeration was seemless

Future Integration Plans

N/A

Types of Integration

Single Signon
API (e.g. SOAP or REST)
AppExchange or similar marketplace

Ease of Integration

Integration Lessons Learned

N/A

Pre-Sale Experience

Miron has been amazing support

Post-Sale Experience

Miron and adelina provide dedicated care

Professional Services

excellent

Key Negotiation Points

N/A

Contract Terms and Pricing Model

very easy

Dealing with SysAid Technologies

keep up the hard work

Upgrade Process

Upgrade Benefits

major incident
change management
workflows

Future Edition Upgrade Plans

Migrating Between Editions

If you have SysAid, what concern do you have regarding IT?

Rating: 10 out of 10

Incentivized

December 09, 2024

Edgar Velazquez Friederichsen

IT Operations Manager

Vertical Knits (Textiles, 1001-5000 employees)

Vetted Review

Verified User

11 years of experience

View profile

Use Cases and Deployment Scope

We use the system to document user tickets through the user portal, we control assets with asset management, we document incidents and subsequent problems, we apply change control with the change management module, we measure response time and quality for our KPIs. We know the system and it has allowed us to extend its capabilities to other areas outside of IT, such as merchandising.

Pros

ticket response speed
quality of service with the user
auto escalation rules
production change controls

Cons

auto escalation rules
mail rules
automated process flows
end user portal with its templates

Likelihood to Recommend

If you want to automate your processes, from what the user requires and you use the escalation rules, the ticket is directed at a specific time to a specific team and person, saving you time in the classification, prioritization, assignment and attention of each ticket. SysAid allows you to create specialized workflows or apply workflows according to ITIL best practices.

SysAid Feature Ratings

Incident and problem management (7)

97.14285714285714%

9.7

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Service restoration: 90%
9.0
Self-service tools: 100%
10.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 100%
10.0
ITSM reports and dashboards: 100%
10.0

ITSM asset management (3)

96.66666666666666%

9.7

Configuration mangement: 100%
10.0
Asset management dashboard: 100%
10.0
Policy and contract enforcement: 90%
9.0

Change management (3)

100%

10.0

Change requests repository: 100%
10.0
Change calendar: 100%
10.0
Service-level management: 100%
10.0

Return on Investment

improves the quality of service measured by users
improves the speed of attention of each classified service
helps to monitor the availability of services
reduces the risks of failure

Automated Workflow

SysAid has features that allow you to create specific templates for specialized services, from a mouse to a software development requirement. Once these templates are created and made available to the user, the user can select from a set of services that will automatically categorize and target a specific area for attention. This allows: publicizing IT services, avoiding classifying each request, asking the user for additional information that may be in the same template. Likewise, the functionalities also allow that since the user is raising an incident, there is a KEDB and/or frequently asked questions that he can consult to solve it himself. These functions reduce attention and solution time, creating an environment of fast attention and self-help

Time To Value

When I implemented SysAid, the stabilization time was very short and thanks to the ease and friendliness of the system, users quickly got used to how to file requests and report incidents. The merchandising area asked him to tell him how the service desk works and he saw an opportunity to implement it in his area to control his requirements and improve the attention time to internal customers. Today SysAid is our main communication system between users and the IT area, as well as the merchandising area.

Alternatives Considered

This module has allowed us to keep track of projects, their tasks, assignments, status control, start and end, as well as control of issues in project management. Today we use this module to place the projects such as the ISO27000 certification that we are looking for and through this we keep track of the tasks that we still have to attend to.

Other Software Used

Microsoft Power BI, Zabbix, GitHub

Users and Roles

200

The functions range from the people who operate the computers on the production floor, each one is an operator who works in 3 shifts so the number of people triples. Others are administrative people such as production managers who submit tickets and report system problems in their areas, directors who also submit tickets and special requests and finally IT: support engineers, system administrators, database administrators, network engineers and managers.

Support Headcount Required

Support functions are: support engineers, who receive and respond to tickets, either online or in person; second-level engineers, who respond to network, access, permission, server and security services reports in general; and programmers who develop software. Managers also use Sysaid because the system tracks assigned tickets and provides performance reports and metrics from the IT department.

Business Processes Supported

system support
IT services support
to traking incidents and problems
Change control
to obtain metrics and KPI

Innovative Uses

Well, it is mainly used to provide support and control incidents, problems and changes
for the control of incidents, problems and changes.
In the case of requests, they are also used by other departments outside of IT but that also provide services such as human resources or maintenance.
It has also been used by the purchasing department to control its purchase requests.

Future Planned Uses

It could be used for clients, so their requirements would be better controlled and the client would know their delivery date.
It could be used for the training part so that their requests are channeled through the system.
It could be used for machine inventory control and maintenance projects.
The entire company's projects could also be carried out in Sysaid, since it has a module for this purpose.

Likelihood to Renew

Because through SYSAID is how the operation of all IT is carried out and in this way the performance indicators of the services, systems, operation, trends, workloads, project control and their deviations are known; as well as the requests for changes and requirements that are requested by both users and that is where the system improvement projects are triggered, such as change controls, which by the way are audit topics.

Products Replaced

Not Sure

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

Deciding on Sysaid was really easy, because having known the product for several years, you can see that it has many functionalities that help you in many operational activities in IT and that in a single system you have it just a few clicks away.Also, because Sysaid is so good at connecting with other systems, its adaptation in our environment was very simple. And finally, its scalability, if you need something else you have it very quickly and it integrates naturally into the system without doing anything, you restart services and you already have the additional functionality.

Evaluation Lessons Learned

I think I would think about the advantages of Sysaid: scalability, ease of implementation, easy adoption, online documentation, fast and experienced support, its process flows that can be customized and of course the price.These would be the conditions required when choosing a tool that is designed from the start to give you everything turnkey to get the most out of your investment and give the extra that your organization is looking for.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was a minor issue with the implementation

The organizational change was actually reduced to mentioning how to create a ticket for usersFor support engineers, with a single session they started working in the afternoon on the systemThe questions were minimal, the adjustments were made a year laterAnd this would be 5 years of use in the organization, although I have known it for more than 12 years, which is why I implemented it

Implementation Issues

decide the type of database to use
decide the classification categories

Implementation Rating

decide how many end users it will be decide how many administrators it will havedecide which database to use define whether the system will be in the cloud or on a local server define who will be the champion who will be the system administrator and who will have all the permissions on the system configuration it is also important to consider that the difference between the modules must be explained

Training Types Used

Online Training
In-Person Training

In-Person Training

I gave training to both users and first and second level support engineersI prepared a presentation and a hands-on workshop so they could see the product and play with it. At the same time I gave them training on the theory.In this way there was no doubt because at the end I gave a knowledge test to ensure they had understood

Online Training

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.

Product Configurability

The configuration is not at all complex: once you are clear about how many administrators and how many assets are going to be monitored, the only thing you need to define with the client is how you are going to classify the tickets, which in the tool is equivalent to having the categories in the three or two levels depending on the case and from there, the people in charge of being administrators and the users, everything else in loading information, which by the way can be loaded from a csv file which makes things much easier when you are implementing

Configuration Lessons

Once you are clear about how many administrators and how many assets are going to be monitored, the only thing you need to define with the client is how you are going to classify the tickets, which in the tool is equivalent to having the categories in the three or two levels depending on the case and from there, the people in charge of being administrators and the users, everything else in loading information, which by the way can be loaded from a csv file which makes things much easier when you are implementing

UI Customization

Some - we have done small customizations to the interface

The end user portal was changed to give it the company's customization, institutional colors, institutional image, name of the area, etc. These are actions that are very easily changed from Sysaid. For example, during these December dates, you can put a company image alluding to Christmas and also if you serve two or more companies, you can change the image in each one.The form is also easily customizable by putting or creating specific templates or adding additional fields according to the needs of the company.

Extensibility and Customization

No - we have not done any custom code

Additional Customization Considerations

Well, I think that most of the system's functionalities and configuration have already been mentioned: the language, the time zone, the categories, the workflows, the administrator permissions, the end-user portal and I think that I would also mention the escalation flows since sometimes it is required that a ticket goes directly to the corresponding area, for example when it connects to a monitoring system and tickets are created, they must be assigned to a specific area for prompt attention.

Support Rating

Well, in my case, I learned Sysaid several years ago and I continue to recommend and use it because the few times I have required support it is because I don't know the functionality or I didn't know it. For example, I remember that once Sysaid released its flows that were now customizable and they constantly asked me to change certain flows, so I raised a ticket and they gave me all the information so that I could learn how to use the flows and they advised me in the best way.

Premium Support

It has not been required, with the information that sysaid provides both in the documentation and in the support tickets, they teach you and guide you through where the error may be.Many times it has happened that we did something wrong but we did not realize it until the support engineer intervened and opened our eyes to see that the error was human.

Bug Resolution

Exceptional Examples of SysAid Support

I think that Sysaid has worked hard in this regard. I have known them since 2012 and they have been constantly working to improve both the product and customer support and since last year there has been a radical change because the forms of contact have changed, the tone of attention has changed, I don't find a NO IT IS POSSIBLE, but rather a, I WILL BE GLAD TO HELP YOU WITH AN ALTERNATIVE and that has left me wow! How did they do it?.I think they cared and put themselves in the shoes of the client who doesn't see them, doesn't have them nearby, is on a different schedule and those can be barriers that I see with great pleasure that they are overcomingthanks keep it up!

Usability

The software is very intuitive, it helps you if you make a mistake, you understand it in your language because it can be changed in more than 60 languages with a single click, the forum that supports it is constantly providing customizations in the native language. So even mistakes are quickly understood.As soon as you don't understand the functionality of something, you select the online help or documentation and it takes you exactly to the article that corresponds to the place where you are positioned and the help is also in your language. That helps a lot

Easy Tasks

Raise a ticket
Classify a ticket and follow up
Get reports
Create a project and follow up on it

Difficult Tasks

none

Mobile Interface Availability and Impressions

Yes, but I don't use it

Scalability

Sysaid is fully adaptable to the needs of any organization. It can be applied to many areas, especially those that have or provide services, as these are measurable and the user is given a status that saves their request and is sent a commitment date. This is the key to why many other departments choose to automate their processes with Sysaid.

Reliability and Availability

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.

Performance

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.

Systems Integrated With

zabbix
Microsoft powerBI
Microsoft Office 365

There is really no difficulty in integrating with Sysaid, as it has different ways of connecting with other tools. For example, with Microsoft Office 365, there is a native integration from the SSO to access it. As for Zabbix, receiving an email is more than enough to create an alarm ticket or alert for the services, servers, memory, hard drive or a downed web page. In the case of Power BI, the interaction is not difficult either, since a database is consulted and the dashboards are created from there.

Future Integration Plans

Microsoft teams

Yes, Sysaid already has this integration to be able to provide support for tickets via Microsoft Teams and thus hold conferences with users, chat to resolve their incidents, record ticket data, classify.In the same case, it has a chatbot that allows you to interact with the system as if it were a real service desk agent and thus be able to connect to the knowledge base. So the user can resolve their own incidents using this integration of technologies.

Types of Integration

File import/export
Single Signon
AppExchange or similar marketplace

No, I think that in my case they are some of the most common ways to interact with sysaid.There is really no difficulty in interacting with sysaid, whether in the cloud or installed on a local server, its integration with other systems is done in a transparent way.Also, in the event that we do not know how to do the integration, we always have the sysaid support team to help us and understand our needs to give us the best solution and achieve our ITSM objectives.

Ease of Integration

As we have said, there are facilities for integration with other systemsI am sure that if there were a new system, SysAid would already be ready to communicate with it.We see that the development and improvement of the platform is always in motion, which allows organizations not to have to acquire new systems because SysAid has already considered it.

Integration Lessons Learned

Define the result we want to achieveAsk yourself why you need to connect with SysaidUnderstand its source capabilities in ITSMUnderstand the needs of the area(s) that require the use of a service management systemModel the services in an architecture so that the data flows in a transparent way in the organization

Pre-Sale Experience

In the commercial aspect, it is also very easy to contact a sales representative: when you request a demo, or ask for more information, a sales agent is personalized and kindly puts himself at your service and helps you and advises you on the solution you really need.I have experienced this many times and it is a very quick process.

Post-Sale Experience

It's just as simple, the salesperson becomes like your business partner, allowing you to learn about your business's evolution and giving you new options, new features, offers that come out and asking if everything is working well. When there is a doubt, they not only answer you but they also give you an agenda so that you can select the day and time when they can give you attention to your concerns. By the way, they also consider the client's native language, so they make an effort to make everything clear.

Professional Services

In the case of professional services, the professional services salesperson will assist you in the same way that he/she will introduce himself/herself, tell you the objectives, listen to you and show you his/her work plan to follow up on the milestones in a very timely manner.But above all, the best thing is that they teach you in a way that you can support yourself and get involved in the implementation with their guidance of course, but it is very rewarding.

Key Negotiation Points

Well, basically, time, prices, scope of implementation, number of modules and the fixed multi-year contract, which is very beneficial for the company because, regardless of the agreed price, it does not change from year to year. It changes because we add more functions, licenses, assets or administrators and it is integrated into a whole, but the rest is very simple.

Contract Terms and Pricing Model

Yes, I participated in the product recommendation because I saw the great contribution that SysAid generates in the organization and the return on investment that it presents.The functions it provides seem fair to me in terms of price and scope, as well as the professional services offered, even more so the deliverables.When the implementation is finished, it is a matter of hours to start working on the system.

Dealing with SysAid Technologies

Yes, I think a good agreement with the vendor could start by considering the results we want to achieve with the tool:data architecture, integration issues, reporting issues, system use, and user training administrator training and coaching, project control classification,sescalation rules, email rules,customization and system language, growth plan

Upgrade Process

Yes

Yes, of course, I have had several updates, some simple and others more robust.In the case of the simple ones that are generated approximately every 6 months, the new release is downloaded, activated and placed in the path that it should go on the server, the service is restarted and this is a 5-minute step so it can be done during lunchtime.In the case of more extensive version updates, first the changes that will occur are reported, and following the same process above, the new functionalities are tested but at no time is the service stopped.

Upgrade Benefits

workflows
multiple integrations
Agility in configuring templates and fields

Anticipated Benefits from Future Upgrades

Maintain prices
Include new technologies like AI
Continue to provide exceptional support

Future Edition Upgrade Plans

Migrating Between Editions

SysAid--The ITSM Tool Worth Your Investment

Rating: 10 out of 10

Incentivized

March 03, 2022

Tau Garo

CTO (Chief Technical Officer)

Brian Bell & Company Ltd (Retail, 1001-5000 employees)

Vetted Review

Verified User

2 years of experience

View profile

Use Cases and Deployment Scope

SysAid is being used across our business. We have administration teams based in each of our remote branch offices and retail shops and these are the people who have been set up with access to SysAid through the web portal. Our team finds this very helpful because they're able to raise service or incident requests as soon as possible without having to call the helpdesk number. We also have the helpdesk email available and many of our users choose to utilize this as well. The end users are then able to track the progress on their tickets as to the IT support tech that's assigned to the task and the basic progress of the work being done to resolve or service their requests.

Pros

Categorization of the various different types of service or incident requests.
Project management module. We are starting to utilize this to capture all our project related activities and tasks.
Change management module. We are also starting to capture our changes in SysAid and therefore are able to provide reports and evidences of changes to our external auditors.

Cons

Perhaps interfacing with monitoring tools such as PRTG. This would enable tickets to be raised from the errors that are generated from the monitoring tool.
Business intelligence reporting, dashboards.
Expand to manage other maintenance and tech services such as for property, vehicles, electrical appliances, etc.

Likelihood to Recommend

SysAid is well suited in terms of managing IT service and incident requests. The application provides the repository for all IT related activities. My team captures everything they do on SysAid to show the levels of efforts, tickets, tasks, changes, projects, etc. that each of them is working on. A great tool in managing our IT-related activities, service, or incident requests. For our business we have a property and technical services division. With every electrical and electronic appliance we sell, there's a warranty and service attached to it. With our property department we run a large maintenance team. Initially we thought of utilizing the service feature in SysAid to try and manage the maintenance requests in these two other departments but the features didn't permit it. Perhaps something to look at.

SysAid Feature Ratings

Incident and problem management (7)

42.857142857142854%

4.3

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Service restoration: N/A
N/A
Self-service tools: 100%
10.0
Subscription-based notifications: N/A
N/A
ITSM collaboration and documentation: N/A
N/A
ITSM reports and dashboards: N/A
N/A

ITSM asset management (3)

N/A

Configuration mangement: N/A
N/A
Asset management dashboard: N/A
N/A
Policy and contract enforcement: N/A
N/A

Change management (3)

80%

8.0

Change requests repository: 100%
10.0
Change calendar: 70%
7.0
Service-level management: 70%
7.0

Return on Investment

Team is more focused and engaged with the list of assigned tasks, activities via tickets raised and assigned.
End users are able to track the status of their requests, tickets from start to closure.
Changes and projects are raised in the same repository making tracking, governance, and reporting more efficient, professional.

Alternatives Considered

ServiceNow Customer Service Management

I joined my company Brian Bell & Company Ltd in November 2019. Before this I was employed with a mining company and invested in the ServiceNow ITSM service management system. Pretty pricey in terms of the software licensing and implementation. We had to engage with a solutions integrator, which was a significant cost to the business. With SysAid, the software was already purchased but it was not configured and used. Upon enquiring I was advised we had a couple of consultancy hours available and I set out to utilize this to configure the system and to get it operational. All it took was the utilization of these hours online with a SysAid consultant, time and effort from my team, and a few more online sessions and we were up and running with the system. SysAid has all the modules to run an IT service management system for an organization and is cost effective and easy to set up. I would highly recommend it to other customers.

Other Software Used

Pronto Xi, IBM Cognos Analytics

Users and Roles

300

Retail, manufacturing, supply and distribution, sales, warehousing, technical services, property management, asset and project management

Support Headcount Required

IT Systems Administrators

Business Processes Supported

Recording ICT Requests
Tracking ICT Requests
Reporting ICT Team Activities

Innovative Uses

Self service login for raising requests
Tracking of tickets
Recording of service or incident requests

Future Planned Uses

Project Management
Change Management
Self Service Password

Likelihood to Renew

Because it is the only tool that my IT team uses as a repository for capturing all ICT service and incident requests from the business. The tool enables me to report on the activities of the team and types of services and incidents that my attends to on a daily, weekly and monthly basis.

Products Replaced

Key Differentiators

Price
Product Features
Product Usability

At the time I started the product was purchased but not fully implemented. From my previous experience with a similar ITSM tool, I decided to look into the product by contacting the SysAdi and through their great help and support we implemented the solution, trained our team and deployed its usage to the business.

Evaluation Lessons Learned

Not much as I believe SysAid has all the features and functions to meet the expectations of a fully deployed ITSM system.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was a big part of the implementation and was well-handled

Being able to communicate the changes better.

Implementation Issues

Categorization
Training of end users

Implementation Rating

Not really but the support team were brilliant and extremely helpful.

Training Types Used

Online training
in-person training

In-Person Training

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.

Online Training

Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.

Support Rating

The team are very responsive. Despite some challenges with regards to the difference in time zones we at most times receive the support in a timely manner.

Premium Support

Three years as we have confidence in the product to meeting our expectations.

Bug Resolution

Exceptional Examples of SysAid Support

The initial part where I picked up the case to fully implement the product. The company had purchased the product and with the credits purchased had failed to implement the tool. So when I started I established contact and got the most satisfying response by knowing we had enough credits to engage the services of a professional consultant to help us configure the system and train my team. The support was awesome.

Usability

SysAid meets or has all the features and functions of an ITSM tool. I have used ServiceNow, and SysAid is similar but is more cost effective which is a great benefit to a business of our size. Couldn't be more happier and satisfied.

Easy Tasks

Enabling end users the ability to raise tickets for ICT requests
Categorization of tickets for better data analysis
Project and change management

Difficult Tasks

The project management at first but my team is getting the hang of it to fully utilize the module
The CI function. Team needs to get their head around to start entering data.
Configuration of SLA's so it's more realistic to our team and the business.

Scalability

Easy to deploy. configure and implement.

Reliability and Availability

Easily available and scalable. We have had no issues, bad experiences since the deployment of the system.

Performance

No issues as the system was properly configured, setup and deployed.

Systems Integrated With

Nothing at this stage.

Haven't engaged in this exercise as yet.

Future Integration Plans

PRTG monitoring system
Pronto Service Module
Cisco Meraki / Umbrella

Types of Integration

File import/export

Ease of Integration

Not sure as I haven't been involved in any integrations.

Integration Lessons Learned

Not much as I have no experience.

Pre-Sale Experience

Vendor was very responsive. We always got an acknowledgement from the emails sent and there was always help available.

Post-Sale Experience

Very easy to work and always supportive.

Professional Services

Extremely professional in the management and coordination of the support offered to my team from initiation to implementation.

Key Negotiation Points

We were fortunate to have certain number of credits available for professional support and therefore decided to utilize this for the implementation.

Contract Terms and Pricing Model

Not really as I've worked with similar product called SERVICENOW and this product was extremely expensive.

Dealing with SysAid Technologies

No..

Upgrade Process

Yes

Upgrade went smoothly with minimal downtime and impact to the business.

Upgrade Benefits

Upgrade in certain features and look.
Change and project management.

Anticipated Benefits from Future Upgrades

Reporting to be allot more friendlier with some BI.
Dashboard customization.

Migrating Between Editions

SysAid--the best of the best in ITSM!

Rating: 10 out of 10

Incentivized

December 28, 2021

Kevin McCusker

Global Information Technology Manager

EVAPCO, Inc. (Consumer Goods, 1001-5000 employees)

Vetted Review

Verified User

1 year of experience

View profile

Use Cases and Deployment Scope

SysAid is being used at our organization as an ITSM tool to effectively deliver IT services to our organization. We are using it for ticket management, self-service knowledge base, asset management, patch management, and reporting. The goal is to eventually roll this out to our entire global footprint.

Pros

SysAid ticket management is completely customizable to fit our business needs.
Asset management gives complete visibility into assets across the organization and reporting.
The self-service portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
Active directory integration is fantastic.
Customer support is excellent.
The onboarding process is amazing and leaves no stone unturned.

Cons

The integrated remote control piece works but we miss some features of a more robust product.
There are tons of customizations that can be made but sometimes navigation is difficult to find a setting--but the help feature is excellent.

Likelihood to Recommend

This is the first implementation of a help desk system within our organization. Users are used to making a phone calls and getting help immediately. The end-user portal is easy for end users to navigate and submit tickets, making this transition a lot easier for our customers.

SysAid Feature Ratings

Incident and problem management (7)

85.71428571428571%

8.6

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Service restoration: 100%
10.0
Self-service tools: 100%
10.0
Subscription-based notifications: N/A
N/A
ITSM collaboration and documentation: 100%
10.0
ITSM reports and dashboards: 100%
10.0

ITSM asset management (3)

100%

10.0

Configuration mangement: 100%
10.0
Asset management dashboard: 100%
10.0
Policy and contract enforcement: 100%
10.0

Change management (3)

66.66666666666667%

6.7

Change requests repository: 100%
10.0
Change calendar: N/A
N/A
Service-level management: 100%
10.0

Return on Investment

We have never had a system in place to categorize and keep track of incoming requests, and SysAid had made this an easy transition.
SysAid is one of the more affordable options when compared to other products in this space.
SysAid was one application that we looked into that provided us the single pane of glass with all the needed features in one easy-to-use cloud-based application.