Overall Satisfaction with SysAid
SysAid is being used across our business. We have administration teams based in each of our remote branch offices and retail shops and these are the people who have been set up with access to SysAid through the web portal. Our team finds this very helpful because they're able to raise service or incident requests as soon as possible without having to call the helpdesk number. We also have the helpdesk email available and many of our users choose to utilize this as well. The end users are then able to track the progress on their tickets as to the IT support tech that's assigned to the task and the basic progress of the work being done to resolve or service their requests.
- Categorization of the various different types of service or incident requests.
- Project management module. We are starting to utilize this to capture all our project related activities and tasks.
- Change management module. We are also starting to capture our changes in SysAid and therefore are able to provide reports and evidences of changes to our external auditors.
- Perhaps interfacing with monitoring tools such as PRTG. This would enable tickets to be raised from the errors that are generated from the monitoring tool.
- Business intelligence reporting, dashboards.
- Expand to manage other maintenance and tech services such as for property, vehicles, electrical appliances, etc.
- Team is more focused and engaged with the list of assigned tasks, activities via tickets raised and assigned.
- End users are able to track the status of their requests, tickets from start to closure.
- Changes and projects are raised in the same repository making tracking, governance, and reporting more efficient, professional.
I joined my company Brian Bell & Company Ltd in November 2019. Before this I was employed with a mining company and invested in the ServiceNow ITSM service management system. Pretty pricey in terms of the software licensing and implementation. We had to engage with a solutions integrator, which was a significant cost to the business. With SysAid, the software was already purchased but it was not configured and used. Upon enquiring I was advised we had a couple of consultancy hours available and I set out to utilize this to configure the system and to get it operational. All it took was the utilization of these hours online with a SysAid consultant, time and effort from my team, and a few more online sessions and we were up and running with the system. SysAid has all the modules to run an IT service management system for an organization and is cost effective and easy to set up. I would highly recommend it to other customers.
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
SysAid Feature Ratings
Using SysAid
300 - Retail, manufacturing, supply and distribution, sales, warehousing, technical services, property management, asset and project management
10 - IT Systems Administrators
- Recording ICT Requests
- Tracking ICT Requests
- Reporting ICT Team Activities
- Self service login for raising requests
- Tracking of tickets
- Recording of service or incident requests
- Project Management
- Change Management
- Self Service Password
Evaluating SysAid and Competitors
- Price
- Product Features
- Product Usability
At the time I started the product was purchased but not fully implemented. From my previous experience with a similar ITSM tool, I decided to look into the product by contacting the SysAdi and through their great help and support we implemented the solution, trained our team and deployed its usage to the business.
Not much as I believe SysAid has all the features and functions to meet the expectations of a fully deployed ITSM system.
SysAid Implementation
- Implemented in-house
Change management was a big part of the implementation and was well-handled - Being able to communicate the changes better.
- Categorization
- Training of end users
SysAid Training
SysAid Support
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 |
Three years as we have confidence in the product to meeting our expectations.
The initial part where I picked up the case to fully implement the product. The company had purchased the product and with the credits purchased had failed to implement the tool. So when I started I established contact and got the most satisfying response by knowing we had enough credits to engage the services of a professional consultant to help us configure the system and train my team. The support was awesome.
Using SysAid
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Enabling end users the ability to raise tickets for ICT requests
- Categorization of tickets for better data analysis
- Project and change management
- The project management at first but my team is getting the hang of it to fully utilize the module
- The CI function. Team needs to get their head around to start entering data.
- Configuration of SLA's so it's more realistic to our team and the business.
SysAid Reliability
Integrating SysAid
- Nothing at this stage.
Haven't engaged in this exercise as yet.
- PRTG monitoring system
- Pronto Service Module
- Cisco Meraki / Umbrella
- File import/export
No
Not much as I have no experience.
Relationship with SysAid Technologies
We were fortunate to have certain number of credits available for professional support and therefore decided to utilize this for the implementation.
Upgrading SysAid
Yes - Upgrade went smoothly with minimal downtime and impact to the business.
- Upgrade in certain features and look.
- Change and project management.
- Reporting to be allot more friendlier with some BI.
- Dashboard customization.