If you want to implement ITIL, SysAid must buy!
Updated January 19, 2022

If you want to implement ITIL, SysAid must buy!

José Villalta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

Currently the IT department uses all the application modules, incident modules, requests, problems, changes, assets, BI and others. Also at the company level, we have five departments of the company using SysAid, but only the request modules, this helps them estimate times and keep controls and SLA levels for measuring the work of their departments. Currently we have a problem, because the problems and projects module is not one hundred percent functional and this delays us in making decisions, as well as in monitoring major incidents, these points today represent an inconvenience for our company.
  • Incident Manager
  • Request Manager
  • Changes Manager
  • Activities
  • Asset Management
  • BI Analitics
  • Dashboard
  • Knowledge base
  • Problems Management
  • Task And Projects
  • Chat console
  • Bot
  • validity of our services
  • accompaniment service areas
A few years ago at the beginning of the pandemic, it was evaluated to have an application that would help us with a remote connection to the teams to be able to provide remote support to the teams, at the time SysAid integrated TeamViewer into its APIs for remote connection, with this and with others features they have added we have decided to continue with SysAid

Do you think SysAid delivers good value for the price?


Are you happy with SysAid's feature set?


Did SysAid live up to sales and marketing promises?


Did implementation of SysAid go as expected?


Would you buy SysAid again?


If your objective is the management of incidents and requests, keep track of them, apply ITIL in its ideal methodology SysAid is the perfect solution, it is a tool in which you can manage your SLA's, create follow-up flows, ticket notifications and for Above all, the integration with third-party tools such as monitoring tools and even the creation of tickets through emails are one of the best functions that I have been able to use from the tool.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management

SysAid Support

Since the implementation of the tool, the support that gave us their support has been fundamental for the implementation of the total operation of the application. Likewise, in moments where we have seen special requests from our company, it has been support who as soon as possible has supported us to solve and if necessary develop our requirements.
Quick Resolution
Knowledgeable team
Kept well informed
Immediate help available
Support cares about my success
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
No, at the moment, we do not have premium support, what we do have contracted and use when required is a bag of training hours, as I emphasize, they are used when necessary. Likewise, we have direct communication with our service manager, and with him, we clear up all the questions that arise; he also helps us with the follow-up of projects and others required as a company.
I could describe more than one point of service where I have been treated satisfactorily; at the moment, I have no complaints regarding the support provided by SysAid; we had the pleasure of meeting Moshe, not in person; but if virtually, since his assignment he supported us in everything necessary to implement up to what we have today functional, then we have had endless people who have helped us with our requirements. We hope that the support process continues as it has been up to now.

Using SysAid

According to diversifying the use of the tool, the perspective and vision of the company have led us to learn and undertake more processes and flows created in the application. This last point, above all, is the most used in the company. The approval flow assignment has been carried out very calmly because its use has been expanded to other company areas.
Like to use
Easy to use
Well integrated
Quick to learn
Feel confident using
Unnecessarily complex
Requires technical support
Lots to learn
  • Incident Manager
  • Request Manager
  • Changes Manager
  • Assets Groups
  • Problem Manager
  • Projects
  • Chat