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A last minute work around the does the trick.
March 29, 2016

A last minute work around the does the trick.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

Sysaid is being used as a marketing request management work around in our organization. We took the IT ticketing software and now have our coworkers use it to fill out marketing requests as well as IT requests. For what it needs to be (submitting requests, giving it a number, informing department) it works well. However, as our department has evolved we've learned that it is very much lacking in functionality that can be found in other project management software, however we do not blame Sysaid as this was not its intended purpose.
  • Allows users to submit specific requests(by department, by project, by production piece).
  • Communicate to our department when new requests have come in or when changes have been made to requests.
  • Export information.
  • Allowing communication between users to happen within the software.
  • More customizable and more easily customized forms.
  • Actually having an export in a graphical layout that is targeted to end users rather than IT people.
  • I am not sure because I do not know what the initial investment was on the software. So far it's been keeping us together.
Dropbox, BaseCamp
I imagine for IT this works great, however as a marketing tool/collaboration tool, it leaves much to be desired. But again, we understand this is not it's intended purpose.

SysAid Feature Ratings

Incident and problem management
5.5
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
5
Subscription-based notifications
8
ITSM collaboration and documentation
1
ITSM reports and dashboards
Not Rated
ITSM asset management
5.5
Configuration mangement
4
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change management
5.0
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
5

Using SysAid

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.
ProsCons
None
Unnecessarily complex
Difficult to use
Requires technical support
Not well integrated
Slow to learn
Cumbersome
Feel nervous using
  • Project request submission
  • Seeing current requests both on departmental side and user side
  • Organizing requests in a meaningful way
  • Organizing deadlines.