We performed a comparison between ServiceNow and SysAid based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."ServiceNow is very easy to set up."
"SPM and ITSM features are the most helpful."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"The solution's initial setup process is easy."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The solution can scale."
"The simplicity of the solution is excellent."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"I would say the overall flexibility of the product is its most valuable feature."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"There should be fewer clicks and faster integrations between solutions."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"The capital expenditure neeed to get the tool up and running is extensive."
"There is inherent complexity with this tool because of the number of things that it can do."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"We would like them to approve the security functionalities, e.g., management security features."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"Currently, SysAid does not have a mobile application."
"SysAid has fewer AI features compared to other tools."
"There is a learning curve for the users."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. ServiceNow is rated 8.4, while SysAid is rated 8.4. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas SysAid is most compared with Spiceworks and JIRA Service Management. See our ServiceNow vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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