OpenText Service Manager vs. SysAid

HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.

Incentivized

In our case, SysAid helps us manage all company incidents, as well as automatically handle onboarding and offboarding processes through rules. It also keeps us up-to-date on asset monitoring and software and operating system updates. Furthermore, thanks to its integration with Azure, it helps us effectively manage our Active Directory in the cloud. Currently, we are working extensively on feeding data to our internal chatbot and the environment's data pool to further facilitate incident resolution. These recurring processes allow the IT team to focus solely on the most critical incidents, freeing up more time for new tasks and projects. Ultimately, SysAid greatly simplifies the daily work of both end users and IT administrators. En nuestro caso SysAid nos ayuda a llevar toda la gestión de incidentes de la empresa además de gestionar automáticamente mediante reglas procesos de onboarding y offbording, llevar al día la monitorización de los activos y de las actualizaciones tanto de software como de sistema operativo, también nos ayuda a tener una buena gestión de nuestro directorio activo en la nube gracias a la integración con Azure, actualmente estamos trabajando mucho con la alimentación al chatbot interno y el datapool de datos del entorno para facilitar aún más la resolución de incidentes. recurrentes estos procesos ayudan a que el equipo de TI se centre unicamente en los incidentes mas relevantes teniendo mas tiempo para tareas y proyectos nuevos. En definitiva SysAid nos facilita mucho el trabajo diario tanto a los usuarios finales como a los administradores de TI. This review was originally written in Spanish and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.

Incentivized

• Capacity management like maintaining CI's and their relations is good.
• Approvals with HPSM is a cake walk and quite logical.
• There is no wait for troubleshooting or help, HPSM tech help is always there.

Incentivized

• Help Desk Ticketing works well and integrates easily with e-mail. IT staff is immediately notified when a new ticket is created.
• Device management and inventory is easily tracked within SysAid. A full report is easily generated for a device detailing hardware and software specifics.
• SysAid Copilot AI is phenomenal. It has been designed with the end user in mind. The user can speak to the prompt in natural language and expect a custom response according to their incident or service needs.

Incentivized

• When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
• It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
• It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
• When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
• I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.

Incentivized

• The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
• Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services

Incentivized

This rating reflects our overall satisfaction with the platform’s performance, reliability, and flexibility in meeting our IT service management needs. SysAid has streamlined our ticketing processes, enhanced asset management, and improved operational efficiency through automation and reporting. The system’s adaptability across multiple departments has added significant value beyond IT. An excellent service tool.

Incentivized

Whilst it delivers on most of the features it comes with, I feel Change Management needs a complete re-do as it is really complicated, and think it should be made to be straightforward. For the free services of their Market Place, they should develop a platform where one can just browse for the script (downloaded) and apply the patch, without having to go into various places in code to activate the service. or at least, build the integrations into the system and have [a] section under settings, or even straight from the Market Place, where one can just enable the service, and if required, be prompted to input additional information, including credentials.

Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.

Incentivized

In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.

Incentivized

SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.

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

The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.

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

[We selected HP Service Manager because] HPSM is reliable.

Incentivized

There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.

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

We have used SysAid since 2008. Through out these years, we find that SysAid support is very helpful and professional. The respond that we get is very fast and they will help us until we have solved our problem that we reported to them. So far, we are very happy with SysAid support.

Incentivized

• We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.

Incentivized

• Our resolution time has increased a lot compared to not using a ticketing system.
• We have reduced communication load significantly for our helpdesk admins.
• The knowledgebase is rough, but still allows us to preserve and share our collective experience and expertise.

Incentivized