Flexible Tool Ticking A Lot Of Boxes
I am a developer / devops engineer and use SysAid to manage changes and support requests. We are now integrating it into azure devops with …
Overview
What is SysAid?
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.
Recent Reviews
How SysAid Differs From Its Competitors
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Self-service tools (148)8.787%
- ITSM reports and dashboards (132)8.787%
- Organize and prioritize service tickets (154)8.787%
- Asset management dashboard (132)8.383%
Reviewer Pros & Cons
Video Reviews
2 videos
SysAid Review: An Integral Tool During The Change of Management Process
02:51
SysAid Review: Performs As A Basic Help Desk Response Tool
02:26
Pricing
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What is SysAid?
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.
Entry-level set up fee?
- Setup fee required
For the latest information on pricing, visithttps://www.sysaid.com/plans?utm_source…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and…
Product Demos
SysAid Interactive Product Tour
www.sysaid.com
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is SysAid?
SysAid is presented as a comprehensive, next-generation platform, enabling organizations to elevate service delivery. Infused with generative AI seamlessly integrated into every facet of service management, SysAid presents an all-encompassing solution. Its interface and fully conversational user experience are designed to bring a paradigm shift in operations. By empowering IT admins and Service Management leaders to pioneer productivity, SysAid aims to liberate employees to focus on their core roles.
SysAid Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Service restoration
- Supported: Self-service tools
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
ITSM asset management Features
- Supported: Configuration mangement
- Supported: Asset management dashboard
- Supported: Policy and contract enforcement
Change management Features
- Supported: Change requests repository
- Supported: Change calendar
- Supported: Service-level management
Additional Features
- Supported: SysAid Copilot – bakes generative AI into every aspect of service management, enabling admins to deliver faster and more accurate service.
- Supported: Al Author - When helping an employee with an issue, the AI Author helps rephrase replies, expand on answers, break down information into simple steps, and apply different tones of voice.
- Supported: AI Chatbot - For always-on, 24/7 service, a conversational self-service experience that uses Generative AI to help employees by delivering answers based on what it has learned by absorbing knowledge base articles, internal data, and ticket resolution history – as well as verified external data sources, links, and documents.
- Supported: Al Case Summarization – Provides admins with a real-time summarization of the ticket content and employee emotion (AI Emotion) from the Queue or Ticket Journey so admins can understand the context, history, and end-user sentiment at a glance.
- Supported: AI Emotion – Admins can immediately understand employee sentiment about the service request before the ticket is resolved to help them rapidly assess the best way to respond to each incident.
- Supported: Al insights – Insights into team performance through auto-generated periodic reports that include summaries of the previous week’s data, as well as forecasts and recommendations based on industry benchmarks – as compared to internal performance data.
- Supported: Al Intellegent Categorization - When tickets come in, no matter how they come in – whether via the AI Chatbot for End Users, AI Emailbot, or any other channel – AI Intelligent Categorization automatically categorizes and routes them to the right people.
- Supported: Bulk Action - enables users to perform simultaneous actions on multiple tickets from the queue and perform actions like assigning to a team, changing status, or updating attributes in a batch.
- Supported: Inline Editing - allows users to make quick edits directly from the queue view. Users can click on a field, edit content, and save changes without navigating to a separate editing screen.
- Supported: Monitoring & Fine Tuning - gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.
SysAid Screenshots
SysAid Video
SysAid's AI-powered IT Service Management platform
SysAid Integrations
- TeamViewer
- Trello
- Slack
- OneLogin by One Identity
- LogMeIn Rescue by GoTo
- Skype for Business, now part of Microsoft Teams
- Microsoft Teams
- Zapier
- CAS
- Jira Software
- The Okta Identity Cloud
- Microsoft 365
- Nagios Core
- BeyondTrust Remote Support
- Microsoft Azure
- SolarWinds Network Performance Monitor (NPM)
- Shibboleth
- SSO Connector
- Worksafe App
- Google Apps
- ADFS
- OpenAM
- IP Filter
SysAid Competitors
- Freshservice
- Cherwell Service Management
- ServiceNow IT Service Management
- Jira Service Management
- ManageEngine ServiceDesk Plus
- Zendesk Suite
- BMC Helix Remedyforce
- BMC FootPrints
- TOPdesk
- BMC Track-It!
- EasyVista Service Manager
- CA Service Management, with CA Service Desk Manager
- OpenText Service Manager
- Ivanti LANDESK Service Desk (discontinued)
- BMC Helix ITSM (Remedy)
- NinjaOne
- HaloITSM
- SolarWinds Service Desk (SSD)
SysAid Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Global |
| Supported Languages | English, Spanish, French, German, Italian, Japanese, Portuguese, Russian, Hebrew, Chinese (Simplified), |
| Security |
Frequently Asked Questions
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.
Freshservice, Cherwell Service Management, and ServiceNow IT Service Management are common alternatives for SysAid.
Reviewers rate Service-level management highest, with a score of 8.8.
The most common users of SysAid are from Mid-sized Companies (51-1,000 employees).
SysAid Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
(214)Attribute Ratings
- 9.1Likelihood to Renew
- 9.1Availability
- 9.1Performance
- 8.8Usability
- 9.1Support Rating
- 9.1Online Training
- 9.1In-Person Training
- 8.3Implementation Rating
- 9.1Configurability
- 8.9Product Scalability
- 5.1Ease of integration
- 9.1Vendor pre-sale
- 9.1Vendor post-sale
- 8.8Professional Services
- 8.5Contract Terms and Pricing Model
- 7.9SysAid Time-To-Value
Reviews
(1-2 of 2)Companies can't remove reviews or game the system. Here's why
March 03, 2022
SysAid--The ITSM Tool Worth Your Investment
SysAid is being used across our business. We have administration teams based in each of our remote branch offices and retail shops and these are the people who have been set up with access to SysAid through the web portal. Our team finds this very helpful because they're able to raise service or incident requests as soon as possible without having to call the helpdesk number. We also have the helpdesk email available and many of our users choose to utilize this as well. The end users are then able to track the progress on their tickets as to the IT support tech that's assigned to the task and the basic progress of the work being done to resolve or service their requests.
- Categorization of the various different types of service or incident requests.
- Project management module. We are starting to utilize this to capture all our project related activities and tasks.
- Change management module. We are also starting to capture our changes in SysAid and therefore are able to provide reports and evidences of changes to our external auditors.
- Perhaps interfacing with monitoring tools such as PRTG. This would enable tickets to be raised from the errors that are generated from the monitoring tool.
- Business intelligence reporting, dashboards.
- Expand to manage other maintenance and tech services such as for property, vehicles, electrical appliances, etc.
42.857142857142854%
4.3
N/A
N/A
80%
8.0
- Team is more focused and engaged with the list of assigned tasks, activities via tickets raised and assigned.
- End users are able to track the status of their requests, tickets from start to closure.
- Changes and projects are raised in the same repository making tracking, governance, and reporting more efficient, professional.
I joined my company Brian Bell & Company Ltd in November 2019. Before this I was employed with a mining company and invested in the ServiceNow ITSM service management system. Pretty pricey in terms of the software licensing and implementation. We had to engage with a solutions integrator, which was a significant cost to the business. With SysAid, the software was already purchased but it was not configured and used. Upon enquiring I was advised we had a couple of consultancy hours available and I set out to utilize this to configure the system and to get it operational. All it took was the utilization of these hours online with a SysAid consultant, time and effort from my team, and a few more online sessions and we were up and running with the system. SysAid has all the modules to run an IT service management system for an organization and is cost effective and easy to set up. I would highly recommend it to other customers.
300
Retail, manufacturing, supply and distribution, sales, warehousing, technical services, property management, asset and project management
10
IT Systems Administrators
- Recording ICT Requests
- Tracking ICT Requests
- Reporting ICT Team Activities
- Self service login for raising requests
- Tracking of tickets
- Recording of service or incident requests
- Project Management
- Change Management
- Self Service Password
No
- Price
- Product Features
- Product Usability
At the time I started the product was purchased but not fully implemented. From my previous experience with a similar ITSM tool, I decided to look into the product by contacting the SysAdi and through their great help and support we implemented the solution, trained our team and deployed its usage to the business.
Not much as I believe SysAid has all the features and functions to meet the expectations of a fully deployed ITSM system.
- Implemented in-house
No
Change management was a big part of the implementation and was well-handled
Being able to communicate the changes better.
- Categorization
- Training of end users
- Online training
- in-person training
Three years as we have confidence in the product to meeting our expectations.
No
The initial part where I picked up the case to fully implement the product. The company had purchased the product and with the credits purchased had failed to implement the tool. So when I started I established contact and got the most satisfying response by knowing we had enough credits to engage the services of a professional consultant to help us configure the system and train my team. The support was awesome.
- Enabling end users the ability to raise tickets for ICT requests
- Categorization of tickets for better data analysis
- Project and change management
- The project management at first but my team is getting the hang of it to fully utilize the module
- The CI function. Team needs to get their head around to start entering data.
- Configuration of SLA's so it's more realistic to our team and the business.
- Nothing at this stage.
Haven't engaged in this exercise as yet.
- PRTG monitoring system
- Pronto Service Module
- Cisco Meraki / Umbrella
- File import/export
No
Not much as I have no experience.
We were fortunate to have certain number of credits available for professional support and therefore decided to utilize this for the implementation.
No..
Yes
Upgrade went smoothly with minimal downtime and impact to the business.
- Upgrade in certain features and look.
- Change and project management.
- Reporting to be allot more friendlier with some BI.
- Dashboard customization.
No
December 28, 2021
SysAid--the best of the best in ITSM!
SysAid is being used at our organization as an ITSM tool to effectively deliver IT services to our organization. We are using it for ticket management, self-service knowledge base, asset management, patch management, and reporting. The goal is to eventually roll this out to our entire global footprint.
- SysAid ticket management is completely customizable to fit our business needs.
- Asset management gives complete visibility into assets across the organization and reporting.
- The self-service portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
- Active directory integration is fantastic.
- Customer support is excellent.
- The onboarding process is amazing and leaves no stone unturned.
- The integrated remote control piece works but we miss some features of a more robust product.
- There are tons of customizations that can be made but sometimes navigation is difficult to find a setting--but the help feature is excellent.
85.71428571428571%
8.6
100%
10.0
66.66666666666667%
6.7
- We have never had a system in place to categorize and keep track of incoming requests, and SysAid had made this an easy transition.
- SysAid is one of the more affordable options when compared to other products in this space.
- SysAid was one application that we looked into that provided us the single pane of glass with all the needed features in one easy-to-use cloud-based application.
7
Information Technology
3
They are Information Technology professionals ranging from Help Desk to Global IT Manager
- Asset Tracking
- Ticket Tracking
- Customer Portal
- Patch Management
- Remote Control Capability
- Workflows to enhance productivity
- Project Management
- Onboarding/Offboarding
- Allowing more IT personnel from other locations access
No
- Price
- Product Features
- Product Usability
- Product Reputation
Single most important factor was the product features coupled with the price of the product. Cheaper then the majority of others we looked into.
None at this time
SysAid was the one product that had every ITSM tool that we needed, was a single application, and offered at an affordable price.
- Implemented in-house
Yes
Weekly call that allowed us time to prepare for the next steps.
Change management was a major issue with the implementation
- user adaptation
- changing users mindsets to submit requests
- Online training
Use the SysAid onboarding team to help get things setup. If you dont, good luck!
Some - we have done small customizations to the interface
Very easy to do the customization.
Some - we have added small pieces of custom code
not too difficult for what we wanted to do.
None that I can remember.
We do not purchase premium support nor did I know that it was an option.
Yes
Yes
During the onboarding process
- Asset Management
- Ticketing submissions for customers
- Initial Setup takes a lot of time and dedication
- Workflows are not easy to setup but help from their onboarding team was awesome
Yes
Not an app but just using a mobile web browser
- Anydesk remote support tool
Not that I am aware of.
- File import/export
none
n/a
1 year term
none
No
- Bug fixes
- Updates to the UI look would be nice
- Project Management tasks usability
No
No