HCL BigFix vs. SysAid

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BigFix
Score 8.2 out of 10
N/A
BigFix, now supported by HCL Technologies since the acquisition of BigFix from IBM in 2018, is an endpoint management solution providing endpoint visibility and IT asset discovery, automated endpoint patching (BigFix Lifecycle and BigFix Patch) policy enforcement (BigFix Compliance), and software asset discovery for licensed and unlicensed software (BigFix Inventory).N/A
SysAid
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.N/A
Pricing
HCL BigFixSysAid
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BigFixSysAid
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional DetailsSysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
More Pricing Information
Features
HCL BigFixSysAid
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HCL BigFix
-
Ratings
SysAid
8.5
153 Ratings
4% above category average
Organize and prioritize service tickets00 Ratings8.7153 Ratings
Expert directory00 Ratings8.1122 Ratings
Service restoration00 Ratings8.2105 Ratings
Self-service tools00 Ratings8.7147 Ratings
Subscription-based notifications00 Ratings8.0109 Ratings
ITSM collaboration and documentation00 Ratings8.7122 Ratings
ITSM reports and dashboards00 Ratings8.7131 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
HCL BigFix
-
Ratings
SysAid
8.3
134 Ratings
1% above category average
Configuration mangement00 Ratings8.2125 Ratings
Asset management dashboard00 Ratings8.3131 Ratings
Policy and contract enforcement00 Ratings8.388 Ratings
Change management
Comparison of Change management features of Product A and Product B
HCL BigFix
-
Ratings
SysAid
8.5
122 Ratings
2% above category average
Change requests repository00 Ratings8.6113 Ratings
Change calendar00 Ratings8.193 Ratings
Service-level management00 Ratings8.8115 Ratings
Best Alternatives
HCL BigFixSysAid
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Score 9.1 out of 10
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Score 9.0 out of 10
Medium-sized Companies
NinjaOne
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Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Citrix Endpoint Management
Citrix Endpoint Management
Score 8.3 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
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User Ratings
HCL BigFixSysAid
Likelihood to Recommend
8.9
(5 ratings)
8.8
(155 ratings)
Likelihood to Renew
-
(0 ratings)
9.1
(15 ratings)
Usability
-
(0 ratings)
8.8
(41 ratings)
Availability
-
(0 ratings)
9.1
(4 ratings)
Performance
-
(0 ratings)
9.1
(4 ratings)
Support Rating
6.0
(3 ratings)
9.1
(51 ratings)
In-Person Training
-
(0 ratings)
9.1
(2 ratings)
Online Training
-
(0 ratings)
9.1
(2 ratings)
Implementation Rating
-
(0 ratings)
8.3
(8 ratings)
Configurability
-
(0 ratings)
9.1
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.5
(13 ratings)
Ease of integration
-
(0 ratings)
5.1
(2 ratings)
Product Scalability
-
(0 ratings)
8.9
(4 ratings)
Professional Services
-
(0 ratings)
8.8
(8 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(3 ratings)
User Testimonials
HCL BigFixSysAid
Likelihood to Recommend
HCL Technologies
HCL BigFix is well-suited:
  1. Patch Management for Diverse Devices: HCL BigFix is ideal for organizations with a diverse range of devices, including laptops, desktops, cloud, virtual machines, and mobile devices. Its endpoint management functionality enables seamless patching across various operating systems such as Windows, MacOS, ChromeOS, and Linux.
  2. Comprehensive Patch Management: With HCL BigFix, organizations can achieve comprehensive patch management across their IT infrastructures. It ensures that all endpoints, regardless of the operating system, receive timely and secure patches, reducing vulnerabilities and enhancing overall security.
  3. Troubleshooting and Monitoring: HCL BigFix excels in providing a dashboard that effectively displays problematic and functional machines. This feature allows IT teams to quickly identify and address issues, improving overall troubleshooting efficiency.
    However, there are some scenarios where HCL BigFix may be less appropriate or areas for improvement: 1. Coverage Expansion: It is important for HCL BigFix to continue expanding its coverage to include all possible resources installed within the IT infrastructure. Ensuring comprehensive coverage can enhance its effectiveness. 2.On-Site and OS Upgrades: Optimizing the process of on-site and operating system upgrades can help streamline the deployment process further. Improvements in this area would contribute to a smoother and more efficient upgrade experience. 3.Communication Speed: Enhancing the speed of communication between the HCL BigFix agent and the server can help improve the overall responsiveness and efficiency of the solution.
  4. Pricing Optimization: Adjusting the pricing of HCL BigFix to be more cost-effective would make it more accessible and attractive to organizations of different sizes and budgets.
Read full review
SysAid Technologies
SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
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Pros
HCL Technologies
  • Software inventory.
  • Patch deployment.
  • Patch review.
Read full review
SysAid Technologies
  • Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
  • Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
  • knowledge base links directly to tickets, so repeat issues are easy to solve.
Read full review
Cons
HCL Technologies
  • The patching function is difficult for RedHat Linux servers, and can be improved.
  • The site configuration and access control appears to be cumbersome.
Read full review
SysAid Technologies
  • There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
  • There is a lot to learn with this solution so reaching out to their Support is crucial.
  • Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
Read full review
Likelihood to Renew
HCL Technologies
No answers on this topic
SysAid Technologies
Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
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Usability
HCL Technologies
No answers on this topic
SysAid Technologies
SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
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Reliability and Availability
HCL Technologies
No answers on this topic
SysAid Technologies
Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
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Performance
HCL Technologies
No answers on this topic
SysAid Technologies
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
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Support Rating
HCL Technologies
Recently we noticed the customer service on the support has dropped compared to when we first deployed the software.
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SysAid Technologies
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
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In-Person Training
HCL Technologies
No answers on this topic
SysAid Technologies
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
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Online Training
HCL Technologies
No answers on this topic
SysAid Technologies
Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
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Implementation Rating
HCL Technologies
No answers on this topic
SysAid Technologies
In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
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Alternatives Considered
HCL Technologies
We have significantly enhanced our ability to patch desktops, including laptops, desktop, cloud, virtual machines and other mobile devices used by end-users. BigFix's endpoint management functionality allows us to seamlessly patch a wide range of operating systems, such as Windows, MacOS, ChromeOS, and Linux systems, ensuring comprehensive patch management across IT infrastructures. We have established a track record of delivering secure and hassle-free patching solutions to our clients
Read full review
SysAid Technologies
SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great idea, and we hope that in the future, we will be able to customize this to our organization's needs.
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Contract Terms and Pricing Model
HCL Technologies
No answers on this topic
SysAid Technologies
When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
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Scalability
HCL Technologies
No answers on this topic
SysAid Technologies
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
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Professional Services
HCL Technologies
No answers on this topic
SysAid Technologies
Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
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Return on Investment
HCL Technologies
  • When there is a need to patch a Windows System it has worked
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SysAid Technologies
  • How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
  • Intuitive interface. Integration to Outlook. Easy reporting.
  • It has a very user-friendly interface and effective management capabilities.
Read full review
ScreenShots

SysAid Screenshots

Screenshot of IT Ticketing DashboardScreenshot of AI ChatbotScreenshot of Ticket JourneyScreenshot of Workflow DesignerScreenshot of Monitor & Fine TuningScreenshot of AI Case Summarization