Jira Service Management vs. SysAid

It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.

Incentivized

If you have a very small team that will not expand this might be for you. There is also a free version that works well. Performance and features will work much better in the cloud. Don't get an on-prem version. Also, they are HIPPA compliant, which was a big sell for us.

Incentivized

• Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
• Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
• Allow multiple different entry points and work flows for as many different needs your teams / company have

• Ease of use for end users creating tickets from their own Self-Service Portal (which is tied into Windows Active Directory so no login is needed).
• Ease of use and management of tickets by the IT staff.
• Flexibility. We currently have IT teams associated with a single program, a single department, and all other IT items. SysAid allows us to easily manage this, add to it, change it, etc.
• Support - SysAid support has remained consistently great throughout the years that we have had the product. That is a fairly rare thing for hosted solutions these days.
• Expandability. We have a lot more that we can still do with the product and are working on expanding what it can do as we move forward in time. There is a lot to this product overall.

Incentivized

• Navigating through issues outside of a kan ban board can be confusing and task heavy.
• It's easy to clutter up the tool. It could use some easy clean up capabilities.
• User interface is decent, but could use work to make it more intuitive.

Incentivized

• The ability to do backups from within the system
• Ability to add more widgets on the Dashboard instead of the current limitation of 6 per Dashboard
• Simplified integration of cloud services like Office 365 and Google Workspace
• Mobile app for both iOS and Android

We are SysAid users since 2008 and we will continue to use SysAid years to come. We use SysAid for Asset Management and SysAid and we intend to keep it this way and there is no intention that we will replace SysAid with another system. SysAid has been reliable to use and has helped us with our day to day jobs

Incentivized

I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.

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.

Incentivized

Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada

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

Incentivized

I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.

Incentivized

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.

Incentivized

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.

Incentivized

Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.

Incentivized

It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.

Incentivized

Sysaid had many of the service offerings as the large players had but at a much more cost effective price point. The licensing model was very fair and we felt that the amount of time that we would have to re-invest in the tool was minimal. For example, one of the other solutions we evaluated costed more for the professional services to get up and running then the cost of the product.

Incentivized

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

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

Incentivized

• It is definitely cheaper than Salesforce
• It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
• Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.

Incentivized

• 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.

Incentivized