Item: SysAid
Rating: 8
Author: Verified User

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

It is an ITSM used to measure performance of both IT vendors as well as the internal team. Provides traceability and KPIs for various service-based scenarios. Assists in identifying training requirements and identifying defective equipment. It assists in balancing the workload among technicians. It is a tool that assists in project management as well as providing a knowledge base to fall back on.

Pros and Cons

Pros

Customization of end-user forms.
Automation of ticketing functions.
Management of large volumes of data.

Cons

Initial setup is complicated.
Patches can sometimes cause problems.
Availability of previous versions.

Return on Investment

Streamlined vendor performance.
Streamlined internal IT team performance.
Reduced downtime on systems.

Alternatives Considered

Unfortunately, we have not evaluated anything other than SysAid. Based on experience from other firms, I do recommend SysAid as apposed to free systems, as support is miles ahead as well as the availability of regular updates. System stability and uptime are much higher than those free systems, overall much better.

Support Rating

An immediate response from knowledgeable consultants who are ever ready to assist. Good knowledge base. I removed 1 point because previous versions of both patches and full installations are difficult to come by. Consultants go out of their way to assist by any means possible and are very patient and friendly.

Key Insights

Do you think SysAid delivers good value for the price?

Not sure

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?

Yes

Other Software Used

Visual Studio Test Professional, Pinnacle Studio, Microsoft SQL Server

Likelihood to Recommend

Suitable scenarios
Human Resources, IT, Workshop, internal services, service departments, online ordering, SLA enforcement, public-facing system for service providers, schools, and universities.

Unsuitable scenarios:
A Medical center, clinic, VoIP environments, food businesses, and data restricted environments. Even though I listed these as unsuitable scenarios, the system's wide range of customization should allow for a successful implementation.

SysAid Feature Ratings

Comments

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SysAid: the system to aid