Item: SysAid
Rating: 8
Author: Wen Sheng Lim

Use Cases and Deployment Scope

Sysaid is mainly used for Incident Management by our Helpdesk Team. Currently it is only used by our IT Department to manage incidents reported by end users. So far SysAid allows us to manage and track these tickets so as to meet our Service Level Agreement. It also allow us to perform analytics to observe trends.

Pros and Cons

User friendly
ITIL Compliant
Email Integration

User Management
Technical Support
External Integration

Return on Investment

Improve Helpdesk efficiency
Reduced missed tickets
More productive Helpdesk

Alternatives Considered

ManageEngine ServiceDesk Plus

Both products are ITIL compliant and capabilities are almost about the same. In terms of cost, Sysaid is much more affordable than ServiceDesk Plus. Good thing about Sysaid is the modular approach which we think is flexible and we don't have to take up everything if we don't require them.

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

Microsoft Office 2016 (discontinued), Google Workspace (formerly G Suite), MS SharePoint

Likelihood to Recommend

Well suited for environment that require ticketing tool that is ITIL compliant. Ease of setup and configuring, so for someone who is not very technical, you can get things done as well. It is easy to configure LDAP integration should you require to connect to your entire Active Directory or a particular organisation unit.

Value for money product

Overall Satisfaction with SysAid