Item: SysAid
Rating: 10
Author: David Trafford

Use Cases and Deployment Scope

We started with just IT Operations, as in the service desk. From there it moved to application support and IT Infrastructure. We have at least seven different application teams. Some are internally built applications and some are third party. Now we are using with marketing, finance, and client care. We are working next to roll out to building services and human resources.

Pros and Cons

ITSM
ITIL/Change Management
Reporting

Asset Management (as in an LDAP connection to AD)
Patch Management
Look and Feel

Return on Investment

Ability to track issues and problems better
Automation of tasks with the new Automate Joe
Cost is lower than most other alternatives
Customization is available with SysAid, unlike some competitors

Alternatives Considered

Spiceworks Help Desk

Spiceworks is good for a small ticketing system. No workflows available.

Support Rating

When we started with them over 7 years ago their support was lacking. It would take days to get a response and was bounced around to different people to fix the issue. Over the last two years it has been one of the best support teams of all of the companies we work with. Their chat is the best part of it. Most of the T1 agents that manage the chat can resolve any issues I have had.

Usability

It does take a bit of work to get configured without their professional services. Once it's all set up then it works as expected. I would still like to see the end user/service portal to look nicer and more modern. As well as more options for the email templates.

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?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

Other Software Used

Trend Micro Apex One (formerly OfficeScan), Adobe Acrobat DC, Cloud Call Center

Likelihood to Recommend

Great ITSM tool that works for anything you might need to track with tickets. We had issues with a lot of problems being tracked with just emails. More and more departments are seeing the advantage of using a ticketing system. The workflows are great and a big improvement with the latest release having the visual workflows now. They are constantly working on each module to improve them one at a time. Might not work so well for your main asset tracking, but that's been improving as well.

Long time SysAid user

Overall Satisfaction with SysAid