Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.
N/A
SysAid
Score8.9 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.
$89
per month Per Admin
Pricing
ServiceNow IT Service Management
SysAid
Editions & Modules
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
No answers on this topic
Offerings
Pricing Offerings
ServiceNow IT Service Management
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
ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
More Pricing Information
Community Pulse
ServiceNow IT Service Management
SysAid
Considered Both Products
ServiceNow
No answer on this topic
SysAid Technologies
Verified User
Chose SysAid
I cannot go into details but SysAid's Ai and Automation approach seems to work best for organisation. We particularly liked the Agentic Ai and chatbot features that operate in plain English which is a great solution for our staff and our end users. We also loved the advanced …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose SysAid
The main inconvenience of Service now was the cost and that the application has a minimum on the initial application cost
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Technical Support in Customer Service at eGov Jamaica Limited (Information Technology & Services, 201-500 employees)
Chose SysAid
SysAid is very cost-effective and flexible and integrates ITSM and asset management tools in one platform, reducing the need for separate tools. They have an intuitive interface that ensures a smooth user experience, reducing the learning curve for IT teams. SysAid offers …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose SysAid
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose SysAid
I have worked with Hornbill and ServiceNow in the past and both tools delivered a good experience. As with all ITSM tools that I have worked with you get out as much as you put in, the big investment is in your own people to enable them to get the best out of the tools. SysAid …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Global Service Delivery Team Leader in Information Technology at Ornua (Dairy, 5001-10,000 employees)
Chose SysAid
There is still some room for improvement as the look and feel on the other platform are a little more refined. The GUI is a little nicer than SysAid and there is a lot of custom work needed with SysAid which needs a more hands-on approach vs other providers but overall SysAid …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
IT Project Manager in Information Technology at VenturesSoft (Information Technology & Services, 51-200 employees)
Chose SysAid
SysAid is an excellent tool that fully complies with the ITSM requirements, compared to its competition, its functions are the same or better, but the value is found in the price per license that is lower, in our case that was the differentiator so we decided to go with SysAid …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose SysAid
SysAid was selected mainly for its flexibility with configurations, adaptability to internal processes of various companies that propose constant and gradual changes in order to align with ITSM strategies, support and documentation, and integrations with other platforms.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Application Consultant in Information Technology at North York General Hospital (Health, Wellness and Fitness, 1001-5000 employees)
Chose SysAid
We chose SysAid over the cost concern. Also, SysAid is a power all-in-one application that can do all the work. We ended up using different applications for different tasks (patch management, anti-virus and asset management) because other management and performance issues.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose SysAid
Sysaid was seen as a very strong service desk, which it is. A year in, we started with agile processes in our development teams, and sysaid could not provide us with what we needed in order to successfully implement across.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Network Engineer in Information Technology at EPMG-Emergency Physicians Medical Group (Hospital & Health Care, 501-1000 employees)
Chose SysAid
This very full-featured, expensive and complex system provides pretty much everything you would ever want in a ticketing system (and more), but at the cost of complexity, usability and high cost. SysAid provides exactly what we need in an affordable and easy to use package.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We found that ServiceNow's ITSM product is overall a great product to use in all areas of IT. Whether it be Security, Infrastructure, or Networking, nothing is too complicated to bring into ServiceNow for processing. Being able to use flows to automate task creation and auto assign has helped to fill process gaps that existed with our previous product.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The system is really good at helping manage first-line requests and incidents. There are workflows that can be set up on templates to give direction to the team and help ensure that all the correct procedures are followed. There are some limitations with the system when it comes to Problem and Change management, as it is very ingrained with the normal ticket system. This can lead to a "clunky" change management process.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Excellent rating for exceptional service provided for efficiency and efficient output given by it. It helped both client as well business to coordinate better for the requirements they work. It help to generate reports for real time progress on task. It helps to keep active watch on progress made by all parties
Here’s your text in natural, professional English:Currently, we are continuously improving our internal AI chatbot within SysAid by feeding our datapool on a daily basis. This is making a real impact on our IT team, as the knowledge base keeps growing and allows us to resolve common incidents and service requests much faster.In addition to that, SysAid helps us manage software licenses and gives us clear visibility of our actual annual costs, which is very useful for tracking upcoming renewals.On the other hand, we would like to see improvements in the reporting area. The interface there feels more basic compared to the rest of the platform and doesn’t offer the same level of depth as other sections.That said, we are really looking forward to seeing how the new Connect module evolves.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The basic actions of creating, updating and tracking requests is easy to udnerstand and use. Only a short onboarding training is needed to train the users of how to use it properly. However, the UI/UX experience can feel bloated with the many options it offers when you start to customize the tool to your company needs. It is also not the best looking user interface compared to more modern web applications.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
While implementation the focus always should be on customizing features which are out of box to minimize the debts following the main features like Incidents, Requests, Change & Problem Statement. It should be strictly ensured to maintain right data quality, eliminating any duplicates or wrong workflows and incorrect reportings. Strong security and goverance to be implemented.
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
Having used other ticketing/asset tools in the past with other companies. This time, we opted for ServiceNow, primarily because of the company's scale. Once you start hiring a lot of employees, you need a robust tool with some maturity. We wanted to split the IT team into back-office and front-office teams. We needed proper permissions and auto-escalation. Also, approval flows for certain requests (mostly hardware and file access requests). All of this is part of the standard ServiceNow package. Some of the cheaper alternatives we felt were more suited for very small businesses or teams.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
SysAid is very cost-effective and flexible and integrates ITSM and asset management tools in one platform, reducing the need for separate tools. They have an intuitive interface that ensures a smooth user experience, reducing the learning curve for IT teams. SysAid offers easy-to-set-up integrations and automation to streamline workflows and reduce manual tasks.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
