Ivanti Neurons for ITSM offers the flexibility to deploy in the cloud, on-premises or a hybrid combination. It replaces the Ivanti Service Manager, powered by Heat.
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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.
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Pricing
Ivanti Neurons for ITSM
SysAid
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Ivanti Neurons for ITSM
SysAid
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Required
Additional Details
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SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.
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.
Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
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.
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.
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.
There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
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.
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
Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
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.
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.
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
Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
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.
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.
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
There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
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
In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.
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.
