Overall Satisfaction with SysAid
SysAid is being
used by the entire organization as a single source of tracking
application and our main goal is
to make process discipline and efficient support among internal
service providers as well as external service providers. We were able
to achieve that goal with the support of SysAid and currently one of our main KPIs is achieving the SLA of SysAid which has been defined by the top Management.
used by the entire organization as a single source of tracking
application and our main goal is
to make process discipline and efficient support among internal
service providers as well as external service providers. We were able
to achieve that goal with the support of SysAid and currently one of our main KPIs is achieving the SLA of SysAid which has been defined by the top Management.
- SysAid ticketing process is a part of ICT services. No ticket no service.
- All ICT assets are managed via SysAid
- Deliverables as per the defined SLA by the SysAid
- All follow-ups done based on the ticket status and due date.
- Key measures of individual performance is SLA achievement of SysAid
- Ticket routing option to be more enhanced.
- There is no predefined logic to get Pass/Fail status of current SLA
- Analytics to be more customizable and advanced
- Company hierarchy is required for large scale company (such as Group > Sectors> Clusters> Branch/ Location)
- There is a limitation of timer objects
- Data archival strategy to be more enhanced
- Successfully overcome the challenges had in Help desk services during the pandemic situation
- SLA achievement 98% on average by Support services with the help of SysAid
- Work form home model in Brandix was fully depended on SysAid ticketing process
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?
I wasn't involved with the selection/purchase process
Did implementation of SysAid go as expected?
I wasn't involved with the implementation phase
Would you buy SysAid again?
Yes
SysAid Feature Ratings
Using SysAid
2000 - Users who are working under HR, Admin, OHS, ICT, Manufacturing, Merchandising, Finance and logistic departments and using systems for day today work.
1 - Need a consultant with the capacity of Functional and Technical support (hybrid modal).
- Incident and problem management
- Assets management
- Change management
- Inter cluster help desk modal was built for all system applications related services with SysAid email integration
- Central help desk team was establish for SysAid application support
- External vender supports were aligned with SysAid
- Single tracking mechanism for the entire group
- Bi solutions - Individual Dashboard for SLA achievement, ticket reduction% of service providers
- Bi- Solution - Central dashboard for the overall SLA achievement and ticket reduction, Issue Vs services, of entire ICT servers
- One ticket initiative - One ticket with multiples assignees with multiple SLAs
- A notification to the assigned person on remaining hours of opened tickets as per the SLA (Based on urgency)
Evaluating SysAid and Competitors
- Price
- Product Features
- Product Usability
- Product Reputation
Price, Enhancement of current fictionalities and New Features
SysAid Implementation
- Implemented in-house
- As per the on going cloud migration project feed back, user authentication was in
- Data migration to cloud
- Attachments have stored in the DB
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 |
no idea
Yes - Yes. Getting better support as usual
Last year we had to face SysAid performance issues in our on premises version and SysAid team had given a tremendous support with multiple follow-up sessions until the issue is resolved. We would thanks to our Account Manager who were in early 2021.
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 | Lots to learn |
- Incident and problem management
- Report creation
- Asset management
- Change management
- Routing rule changes
- SLA calculation
- Default dashboard
Yes, but I don't use it