Spiceworks vs SysAid comparison

Spiceworks
Read 47 Spiceworks reviews
  • 1,170 Views
  • 601 Comparison Views
86% willing to recommend
SysAid
Read 10 SysAid reviews
  • 813 Views
  • 394 Comparison Views
90% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Spiceworks 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.

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To learn more, read our detailed Spiceworks vs. SysAid Report (Updated: May 2024).
Buyer's Guide
Spiceworks vs. SysAid
May 2024
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Helped 787,061 peers since 2012
 

Categories and Ranking

Spiceworks
Ranking in Help Desk Software
16th
Average Rating
7.8
Number of Reviews
47
Ranking in other categories
IT Asset Management (10th), IT Infrastructure Monitoring (32nd)
SysAid
Ranking in Help Desk Software
19th
Average Rating
8.4
Number of Reviews
10
Ranking in other categories
IT Service Management (ITSM) (17th)
 

Market share comparison

As of June 2024, in the Help Desk Software category, the market share of Spiceworks is 2.6% and it increased by 120.5% compared to the previous year. The market share of SysAid is 2.0% and it increased by 107.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
Unique Categories:
IT Asset Management
4.4%
IT Infrastructure Monitoring
0.7%
IT Service Management (ITSM)
1.9%
 

Featured Reviews

Fernando Cezario - PeerSpot reviewer
Jan 25, 2024
Allows for separate accounts for different enterprises, enabling efficient management of computers across various sites and clients
One area of improvement is the user-friendly interface for the website. With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use. Previously, Spiceworks required server installation for enterprise use. Now, Spiceworks promotes its own cloud solution through the RCM, which is both good and bad. While I preferred the old, on-premise version, the current cloud option requires less technical expertise for deployment. However, I'm unsure if everyone is comfortable with this transition, and it's a significant factor in our continued use.
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Todd Blake - PeerSpot reviewer
Apr 21, 2023
A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team
We use SysAid for internal IT ticketing, and I am a part of the IT team responsible for managing it. All our staff members with IT issues raise tickets through SysAid, and we categorize them into subgroups for easy management. SysAid serves as our primary tool for managing all internal IT requests…
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"The solution is easy to use and easy to manage."
"It's easy to understand."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"It was easy to integrate Spiceworks with our existing setup."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"The solution is very stable. It's reliable and efficient."
More Spiceworks pros
"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."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The simplicity of the solution is excellent."
"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."
"I would say the overall flexibility of the product is its most valuable feature."
"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."
"SysAid is more user-friendly, and its configuration is easier than other tools."
More SysAid pros
 

Cons

"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"The GUI must be improved."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"Sometimes, it can be difficult to integrate what you need."
More Spiceworks cons
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"There is a learning curve for the users."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"Currently, SysAid does not have a mobile application."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"SysAid has fewer AI features compared to other tools."
"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."
More SysAid cons
 

Pricing and Cost Advice

"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."
"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
"It's free."
"The product is free! Get it now."
"The tool is cheap."
"We saw our investment back at the end of year one."
"The pricing of SysAid is less than its competitors."
"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."
"SysAid is a good solution, especially from a pricing perspective."
"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
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Comparison Review

it_user174738 - PeerSpot reviewer
May 31, 2015
Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor
I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…
Read full review
 

Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
9%
Government
7%
University
6%
Computer Software Company
14%
Financial Services Firm
10%
Insurance Company
8%
Retailer
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Spiceworks?
The solution is easy to use and easy to manage.
See all answers
What is your experience regarding pricing and costs for Spiceworks?
The tool is cheap.
See all answers
What needs improvement with Spiceworks?
The GUI must be improved. The GUI looks old-fashioned. The vendor must do some web development for it.
See all answers
What do you like most about SysAid?
SysAid is more user-friendly, and its configuration is easier than other tools.
See all answers
What is your experience regarding pricing and costs for SysAid?
Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.
See all answers
What needs improvement with SysAid?
With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.
See all answers
 

Comparisons

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Lansweeper vs Spiceworks Logo
Lansweeper vs Spiceworks
Compared 25% of the time
ServiceNow vs Spiceworks Logo
ServiceNow vs Spiceworks
Compared 20% of the time
Freshdesk vs Spiceworks Logo
Freshdesk vs Spiceworks
Compared 8% of the time
SolarWinds NPM vs Spiceworks Logo
SolarWinds NPM vs Spiceworks
Compared 3% of the time
More Spiceworks Competitors
ServiceNow vs SysAid Logo
ServiceNow vs SysAid
Compared 35% of the time
JIRA Service Management vs SysAid Logo
JIRA Service Management vs SysAid
Compared 33% of the time
More SysAid Competitors
 

Product Reports

Buyer's Guide
Spiceworks
May 2024
Spiceworks reportDownload Spiceworks product report
Buyer's Guide
SysAid
May 2024
SysAid reportDownload SysAid product report
 

Learn More

Spiceworks
SysAid
 

Overview

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

 

Sample Customers

Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Buyer's Guide
Spiceworks vs. SysAid
May 2024
Free Report: Spiceworks vs. SysAid
Find out what your peers are saying about Spiceworks vs. SysAid and other solutions. Updated: May 2024.
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