We performed a comparison between BMC Remedyforce [EOL] and SysAid based on real PeerSpot user reviews.
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"The stability is good. There are no bugs."
"The solution is very good at integrating systems."
"The reporting is very good and you can do incident matching."
"An inexpensive solution that is easy to set up and use without much support."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"It's a stable solution."
"The simplicity of the solution is excellent."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"I would say the overall flexibility of the product is its most valuable feature."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"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 solution can scale."
"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."
"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."
"They need to make it possible to more easily customize the user interface."
"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."
"There should be some tool to move SRD and SLA from the sandbox to production."
"The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs."
"The solution's technical support is in need of a lot of improvement."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"The customer service management (CSM) features are in need of improvement."
"SysAid has fewer AI features compared to other tools."
"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."
"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."
"Currently, SysAid does not have a mobile application."
"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."
"We would like them to approve the security functionalities, e.g., management security features."
"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."
"There is a learning curve for the users."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. BMC Remedyforce [EOL] is rated 7.8, while SysAid is rated 8.4. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". 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". BMC Remedyforce [EOL] is most compared with , whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks and Freshdesk.
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