ITIL Compliant ServiceDesk System with user-friendly self-service portal
November 11, 2021

ITIL Compliant ServiceDesk System with user-friendly self-service portal

Edward Fowler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with SysAid

SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).
  • Ticket registration and tracking
  • Workflow management
  • Self-Service portal
  • Reporting and Feed-back/Notification
  • ITIL-Compliant
  • Flexible and Customizable
  • Workflow Design is powerful but has a learning curve
  • Admin Portal UI (has improved a lot in the last few years however)
  • Custom Reporting (again, this has improved a lot in the last few years)
  • Automation options (on the plus side, they listen to the users)
  • Self-Service Portal has made it easier for users to record their requests or incidents (even off-hours) and monitor their status without the hassle of asking who's working on it and what status does it have.
We had ample experience previously with SysAid and when we evaluated the aforementioned alternatives we went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.

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 you're looking for an ITIL compliant ITSM, this is it. SysAid offers options based on the size and complexity of your organization. Post-implementation Support is superb but the Implementation Support takes the cake. SysAid listens to it's user base and periodic user-group workshops showcase what's new and how other users have made the best out of their implementation and has impacted their ServiceDesk performance positively.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Not Rated
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

Using SysAid

  • Incident Reporting
  • Request Management
  • Asset Management
  • Knowledge-base
  • User feedback
  • Self-service portal
  • Workflow Management
  • Task Automation
  • More Workflow
  • More Task Automation

Evaluating SysAid and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product

SysAid Implementation

We were very satisfied with the implementation and the implementation support received from SysAid
Change management was a minor issue with the implementation
  • Getting the organization on board with the self-service portal

SysAid Support

Near perfect. Follow up is superb and implementation support is more than superb.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
We purchased standard support. And even that is superb.
Yes - In e-mail setup. A false error appears. E-mail is configured properly but the false error may be confusing.
During implementation. We had regular (almost twice a week), 1 hr sessions with the implementation consultant. We had a list of implementation points that had to be agreed upon and configured and made perfect use of the assistance as a training for our configuration managers.

Using SysAid

SysAid is very user-friendly, specially the self-service portal, which allows users to enter and track their incidents and requests.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Ticket logging
  • Ticket follow-up