IT Central Station is now PeerSpot: Here's why

SysAid OverviewUNIXBusinessApplication

SysAid is #8 ranked solution in top IT Service Management (ITSM) tools and #9 ranked solution in top Help Desk Software. PeerSpot users give SysAid an average rating of 8.0 out of 10. SysAid is most commonly compared to ServiceNow: SysAid vs ServiceNow. SysAid is popular among the large enterprise segment, accounting for 49% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 24% of all views.
SysAid Buyer's Guide

Download the SysAid Buyer's Guide including reviews and more. Updated: July 2022

What is SysAid?

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.

SysAid Customers

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

SysAid Video

SysAid Pricing Advice

What users are saying about SysAid pricing:
  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • SysAid Reviews

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    Nick Border - PeerSpot reviewer
    Project Manager at Ark Data Centres Limited
    Real User
    Top 5
    Enabled us to have a better workflow for tickets and provides us with multilayered service management
    Pros and Cons
    • "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."
    • "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."

    What is our primary use case?

    We're an unusual company where we don't have a traditional IT service desk. We do have an IT support team, we have a separate networks team, and we have our general client service desk. So what we wanted from SysAid, is something that was more customizable, more user-friendly, and didn't require huge amounts of consultancy to maintain and develop. We've got 14 directly using it, in various small service desk roles and three different IT-type network teams who do general client service desk.

    Most of my environment is in IT. We do have a very large network of organizations that we've built and run data centers for other people. We build them and control areas of them. We build the infrastructure and provide it to the customer. We've got an internal IT team and a network team that manages the commercial networks. We go into each of these data centers and then we have our client services team. We're not using all of SysAid's features because some of those departments have decided to do things outside of SysAid, like monitoring and things like that.

    How has it helped my organization?

    All of our calls for everything used to route through our customer service team or our customer service desk then they would pass them out. We have many teams who passed IT tickets to IT and network tickets to networks and camera stuff to our camera team. Now, that's all automated. We're going to grow our business quite a lot over the next few years. We want to have that automation in place to allow us to grow and to take on lots of new stuff.

    The systems automation capabilities definitely save us time. We've been automating links between different applications. We have a different system that runs a lot of our mechanical-electrical engineering jobs in the background. And we link that to SysAid via the API that they provide to interact. It is like data between systems, rather than it being manually copied and pasted or emailed around. 

    It saves days of people's time. On a monthly basis, we definitely save a whole day of people's time. I'd say, three to four days a month minimum of someone's time, maybe more. It's a big improvement. Automation didn't save us headcounts. We haven't made anybody redundant or anything because of it. But it will allow us to grow without having to take on additional headcount, which is part of the point of it, so people are able to focus on more important tasks. A lot of service desk tasks can be pretty repetitive and pretty boring and this will take a lot of that away from them.

    The automation capabilities have allowed us to free up time to do other things. There's no monetary value associated with it.

    What is most valuable?

    At the moment we're mainly using it as a ticketing tool. We're using the self-service portal internally. We are using monitoring for our internal infrastructure, internal servers, our internal laptops, and whatnot. We are looking to make use of the remote access tools to replace some legacy ones we have to keep them in one place. There are lots of elements or different applications that can be combined into one tool which is a nice feature.

    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 won't say it has the best user interface in the world, but it's very good. It's very clean and very simple to understand. Even since we've had it, they've made lots of improvements to it. I think that's one thing that attracted us to them. Out-of-the-box there are loads of things that we wanted to do, which a lot of the other solutions we looked at didn't provide. SysAid is constantly developing it, which is good. 

    One major improvement we've seen is better workflows for tickets. That was really complicated when we started off but since it's been getting much easier with some of the new tools they've put in.

    Our workflow used to be easier, you have to set up tabs and behind the scenes bits of code. You had to think about how to make things work and it was very complicated. They developed sort of a drag and drop workflow system.

    To start off with, the service desk automation and orchestration were average and I think it's definitely getting easier with some of the visual tools they've put in. Support has been one of the best parts. They've been very helpful. We generally use their chat support or their email-based support and they've always been very quick at replying. They've been very good. I've generally been very impressed by it.

    SysAid provides us with multilayered service management and all of our support pieces integrated into one system. We currently have a different tool for merging onto users' laptops to fix problems. That's all built into SysAid which is great. The monitoring is built into SysAid and it also logs tickets based on it. For at least one chunk of our business, we're able to merge three tools into one. It saves us money as well. 

    It hasn't affected our operations a great deal, because the system worked before. It's just nice to have one tool to use, rather than having to swap tools or to have a ticket open in one system, open over those sessions in another system, do something else somewhere, and then monitoring in something else. It's all in one place, it's all easy to see. It's all easy to report on, which is quite critical for us as well. It's just ease of use and we're getting cost-saving since we don't have to have three applications doing the same job.

    We're using the built-in asset management at a very basic level, but I would say it's better than most of the other tools of the same pricing structure I've seen. Having software licensing bills has been quite helpful. The physical asset monitoring hasn't changed. We did have tools there to do it before. It's just pulled into one place, so we can track and get a value-added glance view of the historic issues with anyone's laptops or with servers and things like that. It's not a drastic change, but it's helpful to have it all in one place.

    We're still seeing about Automate Joe since we've only been running live with it for three months. We'll probably lookout this year. Especially with the COVID stuff that's happening, we've been a bit more focused on other things. But we'll look at it in the future, probably within the next year.

    What needs improvement?

    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. If site A only shows you buildings and site B shows you inside the buildings, it's not clever enough for that. It is lacking a little bit of logic behind the scenes for that sort of stuff to work.

    But generally speaking, it's a really good product. It's very polished. It could maybe use a bit more flexibility with the layout of the forms. At the moment you can choose your field, but it's just choosing which fields are on top of the other. You can't cancel or move fields around on a page to make it look a bit prettier. I think checkboxes and certain things like that would be handy. I would like to have a checkbox function, a yes/no dropdown list, against a bit of a user-friendly user interface stuff but I'm being quite picky, really. 

    A bit of a more in-house UI would be great going forward.

    Buyer's Guide
    SysAid
    July 2022
    Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: July 2022.
    621,548 professionals have used our research since 2012.

    What do I think about the stability of the solution?

    The stability is very good. Ironically, the day after we went live, we had an outage of about three or four hours but that was more down to AWS from what I understand. Apart from that, it's been perfect. So we can't complain at all.

    What do I think about the scalability of the solution?

    We have 400 hands-on users using the backend interface, we've got 30 active end-users that will use the self-service portal and docking supported by the tool is near 400.

    We're certainly not seeing any problems with scalability, so it's fast enough. Because it's cloud-based, we don't see a lot of the background of it. It just works.

    There's not really much else we can do with it, apart from adding extra sort of features. All of our users are currently using it. We are going to integrate other tools with it in the future. We have a separate client-facing portal, which we'll integrate with it to enable logging tickets to end-users and have a report on active tickets they have assigned to them and things like that, but it's not going to contribute to usage greatly.

    How are customer service and support?

    Their tech guys are excellent. Compared to people that you pay 10 times that amount of money to and certainly we were in the past, their support is superb.

    There's lots of community support out there as well, which is nice. It's not just tech support. You can Google stuff and you can see other people have come up with ideas which is nice to see.

    Which solution did I use previously and why did I switch?

    We were using an older version of Remedyforce. We switched because it was horrifically expensive to maintain. The last upgrade that we did with Remedyforce was just before my time. It cost us 100,000 pounds and actually made the product worse. The cost of SysAid is so much cheaper, even from licensing. It's flexible where Remedyforce really wasn't. To make any change to anything in Remedyforce was 10s of 1000s of pounds.

    How was the initial setup?

    The initial setup was really simple. There were some bits that were complex like the workflow work was hard but now it's getting better. Generally speaking though, it was great when we had a consultant, where we had a session every week and then I'd go away and make the changes. Now I'm a project manager for Ark and I've been an IT manager in the past, but I did the setup myself. It's not complicated at all.

    They provided us with a solution architect who understood what we were trying to achieve and would guide us. They classify us more to knowledge transfer, rather than consultants. They teach me how the system works and how to use it for ourselves. The system that they provided is part of the subscription cost for the first year.

    Because of my own issues, it probably took about three months to do properly. I think you could do it in days or weeks if you push hard enough. But we were all doing it as part of other jobs. It's not a difficult deployment.

    We pretty much replicated what we had before in a lot of cases. All the categories and types were very similar to the tool we had before, just to keep the sectors going while we added some extra features and bits. We didn't migrate data from our previous tool and it was one variable, but once we had everything, we were happy, and we tested it to a relevant point. We stopped using one tool and we started using the new one the next day.

    We had other people involved in the deployment. So we had the head of our service desk, he obviously was quite heavily involved. We had our change team involved, which is all data users involved, the self-service portal testing. But it was only a small team and it was done in chunks. We spent a few hours a week on it, rather than if we sat for a few blocks a day, we would have probably gotten the job done a lot quicker.

    No one's doing administration for it full-time. I do bits and pieces of it. One of the sellers stepped in to do bits of it.

    What was our ROI?

    You could be saving money within the first nine months of using it, over 10 months. Previously we had people who were literally copying and pasting ticket information from one bit to another. They would have had some bits on spreadsheets, they had some bits just in an email. Things got lost and the priorities were not tracked. The fact that we've got automation to save people copying and pasting tickets and sending emails to each other, backward and forwards is ROI. 

    Some of the functions we've got coming up with improving our change management workflows will help reduce the meetings we do on a weekly basis. We're putting in an automated workflow for our CAB approval system. If I look at how everyone worked previously, we are saving probably an hour or two a day. Including everyone in our company, we've saved around 16,000 pounds. So you'll really quickly get it back, not really a challenge at all on people's salaries.

    What's my experience with pricing, setup cost, and licensing?

    SysAid is very cheap compared to what we had before. Price wasn't the driver for going into it. There were other products around that were the same price bracket, but it certainly had the best feature set for the price. It had a really good feature set and a reasonable price. It's certainly not expensive for what you get for your money.

    There were no additional costs to standard licensing. All the knowledge transfer sessions they gave us that were part of onboarding were part of the fee. There are no additional costs for that. You can buy extra plugins and bolts from them if you want to. We paid extra for our third-parties to integrate it with our other applications. As a standalone tool, it's an all in one product. It's very cheap.

    Which other solutions did I evaluate?

    We looked at Zendesk and Samanage. We gave them quite a detailed analysis of the requirements we have as a business for it and the benefits of the different systems and SysAid came up as the clear winner.

    The differences were that a lot of the built-in features just work like the categorization and the routine. SysAid came out highest. A lot of the stuff was, "Well, we can't do that, that'll be coming out in the new release." And it's like, "Well, SysAid does it now. So why would we wait?" It was just the whole feature set that out-of-the-box was better.

    Customization was a big one actually. Samanage would allow us to create our own fields, which is the same as SysAid's cascading fields, the text inputs, and things like that. But you couldn't report on any of those custom fields, they kept them in a separate database and it was not integrated with the rest of the system. Whereas SysAid is perfectly integrated, you can then use it for reports. You can do workflow based on development fields.

    What other advice do I have?

    The service desk and automation orchestration have not yet affected our employee onboarding processes. We are expecting it to be more automated. We'll also have workflow around it for approvals and for new starters. We want it to create tickets for laptop builds and stuff like that. That's all planned for the future, but it's not quite there yet.

    My advice would be not to wait long to change. SysAid is so much easier than the previous tools we had. I wouldn't hesitate to use it anywhere else in the future. I'm confident in installing a new version of SysAid and getting it up and running in a matter of weeks, without any support from SysAid. It's that simple the second time around.

    You've got to have a clear understanding of what you want and that there are limitations. If you set out your requirements with them when you start and you've got a clear understanding of what you're trying to achieve, then they'll help you achieve it. I think that's critical. If you don't know what you want, then they can't help you. They're not consultants in that way. They know their tool really well, but you need to understand what you're trying to achieve.

    I would rate SysAid an eight out of ten. Most of the stuff it does is very good. There is some very simple stuff, the constant improvement is really nice. There are still some bits that are either complex or easy to break. If you're not very good at SQL you can write a query and there are ways to fix and bring it back. But you can break the views and reports quite quickly if you don't know what you're doing. 

    We are overall, very pleased with the product. I'm happy with it. A few people in the organization were a bit hesitant when we made the decision to go to it and they didn't like it, but they are embracing it now, which is good.

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
    PeerSpot user
    Uday Madasu - PeerSpot reviewer
    CIO at Jewish Board of Family and Children's Services
    Real User
    The change management software gives us workflows and allows for an approval process
    Pros and Cons
    • "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."
    • "We would like them to approve the security functionalities, e.g., management security features."

    What is our primary use case?

    We use it for IT, HR, Facilities, Client, Staff payroll, and Finance.

    How has it helped my organization?

    We are using SysAid in information technology (IT). That was what we originally started using it to do: incident requests, changes, and problems. Then, people loved SysAid so much that other support departments, like human resources, finance, and our facilities department came to us, and said, "Could we also use the same SysAid platform for all the staffing in our agency who are looking for support since everybody likes the user interface?" Also, if they're asking for support around IT issues, they could theoretically ask for support around HR, finance, facilities, etc. Over the last three or four years, we expanded the use of SysAid so it's not just used for IT. It is used by any support department who provides support to the rest of the agency. E.g., our facilities management team loves it. The solution allows them to do analytics if they have a problem with a piece of equipment.

    For the end user, they don't have to deal with going through multiple systems for support. They go to one system for support instead. The benefit for end users is that it's very convenient. They use the SysAid Self-Service Portal which allows them to pick different categories of requests for support, incidents, requests, etc. Then, we use the SysAid workflow engine, based on the categorization of the issue, to automatically route an issue to a particular user. If it is a payroll related issue, then it will go directly to the payroll team. If it is a HR related issue, it will go to HR team. If it is an IP related issue, then it will go to the IT team, and so on. 

    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.

    Using the workflow engine in SysAid, we can automatically route incidents to the respective support teams. E.g., if support needs helps with escalating an issue because certain SLAs are not being met, all of that is very easy to manage. It makes the process very transparent, both for the person who is asking for support and also the person who is providing the support, because we can then see who is currently working on helping to resolve the issue and how long it takes for them to respond and resolve that issue. Therefore, it gives us a much better overall picture of governance, improving our ability to provide support to our staff.

    In terms of resolution, we use a metric called First Call Resolution. E.g., if a person reached out to us for help, were we able to resolve that issue without having to go through an escalation process? Going through a Level 1 to Level 2 support on through that route, we have resolved about 85 percent of our issues within the first contact. That's a pretty good metric for us. Because 85 out of a 100 times, we are able to resolve the issue at the level that the issue was routed because not all issues are routed only to Level 1. There are some issues that could get directly routed to Level 2 depending on the category. Without having to go through multiple levels, we are able to resolve 85 percent of those incidents at the level which the ticket was generated. We manage those kinds of metrics, but those are not really put into some of the other support areas.

    Metrics for response and resolution times are different depending on whether the issue is somebody from the service desk trying to help a person on the phone remotely versus our desktop team who travel sometimes to locations. Overall, our response time metrics typically depend on the priority of the issue. For example, with a Priority 1 issue, we respond in less than 15 minutes. For a Priority 4 issue, our response time could be as long as four hours. Usually between the P1 and P4 issues, the average response time for us is anywhere between 10 to 15 minutes no matter what the priority of the incentives. We are pretty quick with at least acknowledging the fact that we've received your issue. We will work on it and get back to you or resolve it and get back to you. We do pretty good in terms of responsiveness.

    What is most valuable?

    My team uses the change management software and Knowledge Base. They give us workflows and allow for an approval process. Within my department (IT), we use SysAid for change management. Anytime the network, server, application, or desktop team have to make any changes, we have templates in SysAid specifically for certain types of changes. E.g., if a server engineer would submit for a change, it gets approved by a first level manager, like a server lead or network lead. then it comes to me for approval. Only after I approve the change, do we actually implement the change and document the outcome of the change. Similarly for requests, if our end users are asking for net new equipment, e.g., they need a PC, laptop, or printer. Those requests also are managed in SysAid and the end user request is typically approved by a department manager who has budgeted approval. They come to IT for review and approval, then we will begin the procurement process, set up installation, configuration, etc. Therefore, we used SysAid for managing both requests and changes.

    It also gives us the ability to host knowledge articles. Therefore, if a user is submitting a request for help with email, they have the ability to do one of two things:

    1. They can see if anybody else in the agency has submitted a similar or related issue and what happened. Then, is this something that they can kind of help themselves?
    2. In some cases, we actually create a one or two-page guide, where we say, "If you're trying to set up Outlook for the first time on your PC because you're a new employee, these are the steps you have to go through to set up Outlook on your PC." You don't necessarily have to contact an IT service desk to help you with that.

    The user interface is easy to use. It makes it easy for users and administrators to put in different requests and get support by putting tickets in the queue.

    There have been different versions of SysAid that have evolved. One of the newer things that my staff love with SysAid is their Self-Service Portal. Earlier, we only had an end user portal, which had some limitations around being able to categorize incidents differently in a better way. With the Self-Service portal, things are much clearer and simpler. For our end users, SysAid is easy to use. You don't need to do a lot of training for end users to give them access to SysAid and get them started. It gives them transparency on the process. At any time, an end user can know where a request is in the support process: Who is working on it? That is where when you look at return on investment on SysAid, I think we got a return on investment, even within our first year.

    The solution’s built-in asset management is very good. We have deployed the software onto our PCs and laptops. It shows us what is going on with any app. Currently, we use SysAid to track all our end user equipment. When a user submits a request for a help based on asset management information, we know who the user is, but more importantly, where the user and the asset are located because we are an agency which has about 3,000 employees. These 3,000 employees are working out of more than 17 physical locations, and sometimes our users can work out of more than one location. Therefore, it is very important to connect the dots between an asset and a user, which is why we use the SysAid asset management system.

    What needs improvement?

    We would like them to approve the security functionalities, e.g., management security features. Currently, the way society is set up in our agency is that we only have two roles. There is either end user roles, where an end user can submit requests for help and incidents, then they can see the status of what is going on with them. We also have what are called system administrators. These are people who are providing the support, but there isn't any role based security. For example, if I could divvy up the security, I would like a staff role and a manager role, so a manager can look at all the different tickets that their staff has submitted and what the status is, as end users. For support people, I would like them to be able to figure out a way to separate out the support that is provided by the IT staff versus the facility staff, HR people, or finance people. Right now, we only have two roles: Either you are an end user, but then you can also be an office admin. This means the facilities people can see every ticket that is in the support queue, which is not great. This is an area where we would like much clearer, broader role based security from SysAid.

    For how long have I used the solution?

    We have been using SysAid at our agency for seven years now, so it's been awhile.

    What do I think about the stability of the solution?

    It works. The solution is very reliable and stable. We have never experienced any issues with the performance or stability.

    We have never had issues with the maintenance.

    What do I think about the scalability of the solution?

    It is a very scalable solution. We have never had an issue with scalability. A good testimonial to that for us is when we originally started we had about 2,000 users. A couple of years ago, we went through a merger and added another 1,000 users. We didn't miss a beat. We didn't really have to do anything to add additional computer storage resources, specifically because it is locally hosted. 

    We have 3,000 end users with roughly 300 people who are using SysAid as administrators or people who provide support. Those 300 are included in the 3,000 users who utilize SysAid to ask for support via incidents or requests.

    How are customer service and support?

    The technical support has been very good, effective, and efficient. We have an ongoing sort of annual support and maintenance. One of the things that is not unique to just my agency is that many healthcare agencies are 24/7, and we are also 24/7. E.g., I have staff who are working at our agency 24/7. Therefore, the support is 24/7. When we have issues with SysAid, though not many, they have 24/7 support. Primary support is via online support. If we need to get a hold of somebody, then somebody will pick up the phone and have a conversation with us. 

    How would you rate customer service and support?

    Positive

    Which solution did I use previously and why did I switch?

    Our previous solution wasn't good for the long-term, which is why we switched to SysAid. We were previously using a homegrown Access database. 

    Some of the other support departments outside of IT also love SysAid. Before, our facilities department was constantly chasing paper because people were submitting Word documents in paper form, then they had to either email or fax it to the facilities department. Of course, if you sent it, the facilities guys could be like, "No, I did receive it." Now, that process is more streamlined. SysAid makes it very efficient and effective. You don't have to do finger-pointing, as everybody knows where things are. Then, because everything is electronic and all the data is available, we can now begin to do some analytics and provide dashboards to people, and say, "In the last three months, these are the number of incidents from this location."

    How was the initial setup?

    The initial setup was very straightforward.

    What about the implementation team?

    Their team work very closely with us and got us up and running quickly.

    What was our ROI?

    We saw our investment back at the end of year one. Return on investment really needs to be around process efficiency or user experience and satisfaction. If I look at what I do and what other support departments do for the rest of our agency from a process efficiency, user experience, and satisfaction standpoint, then there is no comparable alternative. I started with an Access database and I can only begin to articulate the limitations of an Access database to provide support to almost 2000 users. When we implemented SysAid, the bar was so low that the user experience on satisfaction was sky high. It was night and day. At our agency, people love SysAid. 

    What's my experience with pricing, setup cost, and licensing?

    SysAid is a good solution, especially from a pricing perspective.

    Which other solutions did I evaluate?

    We looked at a couple options. Previously, I have implemented BMC Remedy, so we looked at BMC Remedy. We looked at another vendor called Cherwell. A couple of years ago, we looked at ServiceNow, but we think SysAid is definitely worth the money that we spent. ServiceNow was just way too fancy and expensive for us. So, we looked at the usual vendors and decided SysAid really works for us.

    ServiceNow does a lot more in terms of integration and automation. I'm sure SysAid also has some automation. I don't know how well it does in terms of integration. That is actually one of the next things we are working on with SysAid to implement: Automate Joe and some of their other automation parts. That will probably be sometime later this year as we were actually in the middle of conversations with them, then we all got sidetracked. I am hoping that before the end of this calendar year we will try to do at least some automation within SysAid. 

    We do other kinds of automation already in our agency, but it's mostly using PowerShell scripts or a third-party automation. So, we are not new to the concept of automation. We just haven't done it within SysAid.

    What other advice do I have?

    One of the things that we do in my department is a lot of training for our end users on different applications: clinical and financial applications. We use SysAid and the incident data within SysAid as a guide to think about how effective our training process is. Because if you do a good job of training, then the number of requests for support should go down. Sometimes, we do training but look for patterns with the incidents, then we figured out what we need to change with our training. Or, sometimes a particular user or group of users look like they're just not getting it, so we determine if we should do reinforced or targeted training just for them. That is over a period of time and it improves the overall user experience.

    I would rate this solution as a nine (out of 10).

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Buyer's Guide
    SysAid
    July 2022
    Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: July 2022.
    621,548 professionals have used our research since 2012.
    Senior Manager at a tech services company with 51-200 employees
    Real User
    Top 20
    Straightforward to set up with good technical support and decent pricing
    Pros and Cons
    • "The solution can scale."
    • "Currently, SysAid does not have a mobile application."

    What is our primary use case?

    In Sri Lanka, we are a kind of a partner of SysAid. We have handled multiple clients regarding the SysAid and internally we're also using it as well. We use it as an IT management service tool. We use SysAid for incident management, request management, and change management.

    What is most valuable?

    I really like the SysAid self-service portal. It's very customizable and we can customize it to fit our needs rather well. 

    They have a good workflow designer and it's very easy to configure everything. You can configure anything at a code level or we can configure everything with some basic knowledge without having to go do code-level changes.

    The initial setup is pretty straightforward. 

    Technical support is helpful.

    The solution can scale.

    The pricing is okay.

    What needs improvement?

    The solution needs to improve their mobile product. Currently, SysAid does not have a mobile application. It would be better if SysAid had a mobile application for Android and iOS. It would be very helpful for users.

    The solution is always increasing its pricing.

    For how long have I used the solution?

    I've used the solution since about 2014. it's been a few years now. I've used the solution for a while.

    What do I think about the stability of the solution?

    Initially, there were some issues with stability. That was more in 2014 or 2015 and at that time it was kind of an unstable period, however, now, it's a mostly stable solution.

    What do I think about the scalability of the solution?

    Typically, the company works well for medium-sized organizations.

    The solution scales quite well.

    How are customer service and technical support?

    Most of the time I will contact technical support through the tech portal if I have any questions or if I am doing something and I need to get verifications. I chat with them through the online chat portal.

    They are good. When I contact them through the portal, it's the level 1 support. Sometimes they don't know how to answer the kind of issues I'm asking about, and, in that case, they will escalate via email and come back to us again.

    How was the initial setup?

    The initial setup is easy, and, on top of that, it's simple to configure and customize. It's not a difficult process at all. 

    We give support for the maintenance, which includes the customizations for our customers. If they don't have specific resources for doing customizations, we can jump in and assist. For example, if they need to create a new web-flow, if the customer doesn't have resources, we will do the maintenance part. Other than that, the implementation is easy and there isn't really a maintenance requirement as all the updates automatically get pushed live from the cloud.

    What about the implementation team?

    Our company is capable of providing implementation services to our clients. 

    What's my experience with pricing, setup cost, and licensing?

    Compared to others, it's reasonably priced. Compared with ServiceNow, they aren't very highly-priced, however, they are continuously increasing their price.

    Which other solutions did I evaluate?

    I have analyzed a few products, however, among them, SysAid is, in comparison, very easy to configure and customize.

    What other advice do I have?

    We are both partners and end-users.

    We're using the cloud version of the product and it automatically pushes the upgrades to us. We don't have to manually upgrade the product. 

    I'd rate the solution at an eight out of ten. I would recommend it to other organizations. 

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
    PeerSpot user
    Director of operations at a computer software company with 1,001-5,000 employees
    Real User
    Top 5
    Quite stable with good pricing and a clear user interface
    Pros and Cons
    • "The simplicity of the solution is excellent."
    • "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."

    What is our primary use case?

    We primarily use the solution for incident management and request fulfillment.

    How has it helped my organization?

    It's supporting the daily routine of the IT organization, it is the ticketing system. It's very helpful due to the fact that it provides us with full evidence and full transparency for what we are working on. In that sense, it's improved our organization.

    What is most valuable?

    The simplicity of the solution is excellent.

    The product has a very clear user interface.

    We've found the product to be stable over the years.

    The solution has been able to scale to meet our needs.

    Technical support has always been good.

    The pricing is excellent.

    What needs improvement?

    In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it.

    Monitoring in our organization needs improvement in several areas which are not supported by a tool. At the moment we are looking for an advanced monitoring tool, which is using AI and machine learning as well. This product currently does not offer that.

    From my perspective, it's a little bit of a legacy system in our IT landscape.  I haven't seen much progress in the development of the tool in previous years. Due to this, it's behind the leaders in the segment.

    For how long have I used the solution?

    I've been using the solution for five years at this point. 

    What do I think about the stability of the solution?

    We had one incident in five years which was requiring the support of the vendor. I would say that it's stable. It doesn't give us trouble.

    What do I think about the scalability of the solution?

    The product has been supporting our ever-growing environment without any issue. Therefore, I'd describe it as very well scalable.

    We have about 100 active users in various support teams. The tool has as well a portal for regular users. We support about 2000 end users.

    How are customer service and technical support?

    I've dealt with technical support in the past and I can say that they are very helpful. We're satisfied with the level of support we've been given over the years.

    Which solution did I use previously and why did I switch?

    We're moving off this product and onto a Jira solution. We haven't started with Jira yet. It's a project for next year.

    How was the initial setup?

    I wasn't part of the team when it was implemented, however, it's my understanding that it was straightforward mainly due to toll and the fact we were not migrating any historical records. I haven't heard about any hiccups in implementation.

    What's my experience with pricing, setup cost, and licensing?

    The pricing is very good. It's an affordable tool in comparison to other market leaders.

    What other advice do I have?

    We're just a customer and an end user. We don't have a business relationship with the company.

    The biggest lesson I've learned is that it's not so much about the tool as it is about change management. You need to ask yourself how you can effectively introduce the tool into a company to get the most out of it.

    I'd recommend the solution to other organizations. For smaller companies who are starting with their first ticketing system, it's a suitable entry platform.

    Overall, I would rate the solution at a six out of ten.

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user