SysAid is a great idea to improve your service desk
October 07, 2021

SysAid is a great idea to improve your service desk

Carlos Valera | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We use SysAid as the sole communication channel between our service desk and our customers to assist them. We manage incidents, changes, and commercial requests through workflows that involve other specialized areas such as the development of infrastructure to meet user requests. We also use SysAid's analytical tools to measure service levels, which allows us to make adjustments in the operation and implement improvements in the processes.
  • Workflow management
  • Incidente management
  • Statistics and analytics
  • User management
  • workflows require practice to use them correctly
  • Support is slow
  • improve user satisfaction
  • Production time reduction
  • improve communication with clients
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 instead of other options like Remedy or ServiceNow

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

It is an excellent tool to manage processes based on ITIL, its value for money seems better than that of other tools in its segments such as remedy or ServiceNow

SysAid Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
10
Change calendar
Not Rated
Service-level management
8