What users are saying about
22 Ratings
22 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.6 out of 101

Add comparison

Likelihood to Recommend

SysAid

Well suited to organisations that only want to manage a service desk, not really suited for DevOps. Difficult to implement a solution across multiple teams.
No photo available

Feature Rating Comparison

Incident and problem management

SysAid
7.3
Organize and prioritize service tickets
SysAid
9.0
Expert directory
SysAid
7.3
Service restoration
SysAid
7.0
Self-service tools
SysAid
6.0
Subscription-based notifications
SysAid
6.9
ITSM collaboration and documentation
SysAid
7.3
ITSM reports and dashboards
SysAid
8.0

ITSM asset management

SysAid
5.9
Configuration mangement
SysAid
6.5
Asset management dashboard
SysAid
6.5
Policy and contract enforcement
SysAid
4.9

Change management

SysAid
7.7
Change requests repository
SysAid
8.0
Change calendar
SysAid
7.0
Service-level management
SysAid
8.0

Pros

  • The workflow functionality works well to get approvals, or assigning to different teams.
  • The tool is easy to use as a front end for users.
  • Work allocation can be monitored closely, and give a holistic view in terms of issues hitting your service desk.
No photo available

Cons

  • Users struggle to select the correct categories for the faults they log.
  • Incorrect categories mean incorrect team allocation, which mans breaches in SLA.
  • Not easily scaled into the entire IT operations, especially the DEVOPS environments.
  • Does not cater for Scrum methodologies.
No photo available

Usability

SysAid3.0
Based on 1 answer
It definitely requires a lot of getting used to. The layout and UI is very technical. I could imagine IT people would get a grasp of it quickly, but regular end users not so much.
No photo available

Alternatives Considered

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.
No photo available

Return on Investment

  • IT Department satisfaction. Before we had a formal service ticketing solution, users needs were often difficult to communicate and responses often were lacking. SysAid has completely turned this around for use and enhanced user satisfaction.
  • Recognition of effort by upper management. Before SysAid, reviews by management often understated the amount of work done by the IT staff. SysAid easily gives us reports of what and how many tickets each It staff member is working on and completing, leading to increased recognition for that effort.
  • Set better expectations. SysAid allows us to see where each IT person is engaged, so when new projects appear, we are better able to present a reasonable time frame for the start and end of the work. Users apperciate this.
Jeff Daniels profile photo

Pricing Details

SysAid

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details