Likelihood to Recommend What is your organization trying to achieve? What is the skill level of the staff using the software on a regular basis? What organizational support is available for the software? What are your asset management success factors? What do you want to see from the software?
Read full review 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.
Read full review Pros Manages preventative maintenance with the flexibility to assign tasks to single or multiple assets without adding unnecessary computer effort. Has a very robust work management module with easy to understand schedules. Assigns costs to functions and assets to assist with identifying the most financially intensive portions of the operation. Read full review 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 Configuration of approval limits and document routing can be challenging. Oracle Forms restricts some functions. A little flexibility in displaying different information would be helpful. Functionality is available in the HTML portions of the software. Read full review 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 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.
Read full review Usability 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.
Read full review Reliability and Availability Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
Read full review Performance 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
Read full review Support Rating 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.
Read full review In-Person Training 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.
Read full review Online Training Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
Read full review Implementation Rating 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
Read full review Alternatives Considered Oracle Utilities Work and Asset Management is a fully functional software with numerous capabilities. Job Plus is intended for smaller operations with minimal requirements. It really depends on what the organization needs and desires from its asset management software.
Read full review 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.
Read full review Contract Terms and Pricing Model 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.
Read full review Scalability 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
Read full review Professional Services 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
Read full review Return on Investment We have been able to apply preventative maintenance to a list of assets easily without significant computer effort. Oracle Utilities Work and Asset Management clearly tracks what maintenance has been completed for a given asset and what needs to be completed. Its web architecture allows support staff to quickly and easily address questions and issues without having to be at the project site. Purchase order integration allows seamless transfer of costs directly to assets and functions without additional computer effort. Read full review 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