Item: SysAid
Rating: 10
Author: Edgar Velazquez Friederichsen

Overall Satisfaction with SysAid

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 and Cons

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

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.

Key Insights

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

Other Software Used

Microsoft Power BI, Zabbix, GitHub

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

Using SysAid

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

10 - 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.

Evaluating SysAid and Competitors

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.

SysAid Implementation

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

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

SysAid Training

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.

Configuring SysAid

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.

SysAid Support

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.

SysAid Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

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!

Using SysAid

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

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

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

SysAid Reliability

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.

Integrating SysAid

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.

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.

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

Relationship with SysAid Technologies

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

Upgrading SysAid

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.