SysAid is a great idea to improve your service desk
October 07, 2021
SysAid is a great idea to improve your service desk
Score 9 out of 10
Vetted Review
Verified User
Software Version
ITSM
Overall Satisfaction with SysAid
We use SysAid as the sole communication channel between our service desk and our customers to assist them. We manage incidents, changes, and commercial requests through workflows that involve other specialized areas such as the development of infrastructure to meet user requests. We also use SysAid's analytical tools to measure service levels, which allows us to make adjustments in the operation and implement improvements in the processes.
Pros
- Workflow management
- Incidente management
- Statistics and analytics
- User management
Cons
- workflows require practice to use them correctly
- Support is slow
- improve user satisfaction
- Production time reduction
- improve communication with clients
- BMC Helix ITSM (Remedy), ServiceNow IT Service Management and Jira Service Management (Jira Service Desk)
SysAid is an excellent tool that fully complies with the ITSM requirements, compared to its competition, its functions are the same or better, but the value is found in the price per license that is lower, in our case that was the differentiator so we decided to go with SysAid instead of other options like Remedy or ServiceNow
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
Comments
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