Item: SysAid
Rating: 5
Author: Samuel Laflamme

Use Cases and Deployment Scope

SysAid is used in our organization as an IT service management and an asset manager. With SysAid, we are able to have a single point of entry for our IT tickets. The dispatcher can assign them and adjust the priority to the available technician. The asset manager makes it easy to track users' hardware.

Pros and Cons

SysAid is quite easy to configure. Adding technician, creating new category or even adding a routing rule is easy and fast.
SysAid is really cheap for the platform it gives. It has the best ratio of quality/price that I have found on the market.
SysAid is also easy to install. We were able to implement it in-house.

The client agent for the asset manager needs some help. We had a few issues with the OSX version.
The search in SysAid is not fun to operate. We need to use our own search engine on top of SysAid to make it usable.
The UI has an early 2000's look.

Return on Investment

The lack of advanced customization makes us do more manual tasks where another ITSM could have automatized it.
Before we only had email, so SysAid was a big step up in terms of service and productivity.
SysAid is also used by the manager to see which tech is overloaded. It helps balance the load between the technicians.

Alternatives Considered

Freshservice, Atlassian JIRA Align (formerly AgileCraft) and Zendesk

Other software were either more expensive or were lacking some features. We looked at Freshservice a year ago but the gain was not enough to cover the more expensive product and the cost of changing the ITSM. Zendesk is well known, but lacks some features like an asset manager. JIRA is in use internally for development, but we didn't find it useful for the IT department.

Support Rating

We had mixed experiences with SysAid support. Some of our calls were answered promptly. Even sometimes they needed to put us in contact with their R&D team for further troubleshooting. Some other times, we were less lucky, we had a few issues with the asset management client on both Windows and Mac OSX and often the answer was not what we were hoping for.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Other Software Used

Atlassian Confluence, Ivanti Endpoint Security for Endpoint Manager, powered by Landesk, Microsoft Office 365, Bitbucket

Likelihood to Recommend

SysAid is a great bang for your buck, it's why I would recommend it to a small to medium business. It's a really good starting software. It has a complete ITSM suite. At this point in our enterprise SysAid doesn't scale anymore. We need more quality over price. If this is your case also, I wouldn't recommend SysAid.

Great bang for your buck!

Overall Satisfaction with SysAid