ITIL Compliant ServiceDesk System with user-friendly self-service portal
November 11, 2021
ITIL Compliant ServiceDesk System with user-friendly self-service portal
Score 9 out of 10
Vetted Review
Verified User
Software Version
ITSM
Overall Satisfaction with SysAid
SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).
- Ticket registration and tracking
- Workflow management
- Self-Service portal
- Reporting and Feed-back/Notification
- ITIL-Compliant
- Flexible and Customizable
- Workflow Design is powerful but has a learning curve
- Admin Portal UI (has improved a lot in the last few years however)
- Custom Reporting (again, this has improved a lot in the last few years)
- Automation options (on the plus side, they listen to the users)
- Self-Service Portal has made it easier for users to record their requests or incidents (even off-hours) and monitor their status without the hassle of asking who's working on it and what status does it have.
We had ample experience previously with SysAid and when we evaluated the aforementioned alternatives we went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.
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
SysAid Feature Ratings
Using SysAid
- Incident Reporting
- Request Management
- Asset Management
- Knowledge-base
- User feedback
- Self-service portal
- Workflow Management
- Task Automation
- More Workflow
- More Task Automation
Evaluating SysAid and Competitors
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
No changes
SysAid Implementation
- Implemented in-house
Change management was a minor issue with the implementation
- Getting the organization on board with the self-service portal
SysAid Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
We purchased standard support. And even that is superb.
Yes - In e-mail setup. A false error appears. E-mail is configured properly but the false error may be confusing.
During implementation. We had regular (almost twice a week), 1 hr sessions with the implementation consultant. We had a list of implementation points that had to be agreed upon and configured and made perfect use of the assistance as a training for our configuration managers.
Using SysAid
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Ticket logging
- Ticket follow-up
- none