Item: SysAid
Rating: 10
Author: Tau Garo

Use Cases and Deployment Scope

SysAid is being used across our business. We have administration teams based in each of our remote branch offices and retail shops and these are the people who have been set up with access to SysAid through the web portal. Our team finds this very helpful because they're able to raise service or incident requests as soon as possible without having to call the helpdesk number. We also have the helpdesk email available and many of our users choose to utilize this as well. The end users are then able to track the progress on their tickets as to the IT support tech that's assigned to the task and the basic progress of the work being done to resolve or service their requests.

Pros and Cons

Categorization of the various different types of service or incident requests.
Project management module. We are starting to utilize this to capture all our project related activities and tasks.
Change management module. We are also starting to capture our changes in SysAid and therefore are able to provide reports and evidences of changes to our external auditors.

Perhaps interfacing with monitoring tools such as PRTG. This would enable tickets to be raised from the errors that are generated from the monitoring tool.
Business intelligence reporting, dashboards.
Expand to manage other maintenance and tech services such as for property, vehicles, electrical appliances, etc.

Return on Investment

Team is more focused and engaged with the list of assigned tasks, activities via tickets raised and assigned.
End users are able to track the status of their requests, tickets from start to closure.
Changes and projects are raised in the same repository making tracking, governance, and reporting more efficient, professional.

Alternatives Considered

ServiceNow Customer Service Management

I joined my company Brian Bell & Company Ltd in November 2019. Before this I was employed with a mining company and invested in the ServiceNow ITSM service management system. Pretty pricey in terms of the software licensing and implementation. We had to engage with a solutions integrator, which was a significant cost to the business. With SysAid, the software was already purchased but it was not configured and used. Upon enquiring I was advised we had a couple of consultancy hours available and I set out to utilize this to configure the system and to get it operational. All it took was the utilization of these hours online with a SysAid consultant, time and effort from my team, and a few more online sessions and we were up and running with the system. SysAid has all the modules to run an IT service management system for an organization and is cost effective and easy to set up. I would highly recommend it to other customers.

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

Pronto Xi, IBM Cognos Analytics

Likelihood to Recommend

SysAid is well suited in terms of managing IT service and incident requests. The application provides the repository for all IT related activities. My team captures everything they do on SysAid to show the levels of efforts, tickets, tasks, changes, projects, etc. that each of them is working on. A great tool in managing our IT-related activities, service, or incident requests. For our business we have a property and technical services division. With every electrical and electronic appliance we sell, there's a warranty and service attached to it. With our property department we run a large maintenance team. Initially we thought of utilizing the service feature in SysAid to try and manage the maintenance requests in these two other departments but the features didn't permit it. Perhaps something to look at.

Users and Roles

300 - Retail, manufacturing, supply and distribution, sales, warehousing, technical services, property management, asset and project management

Support Headcount Required

10 - IT Systems Administrators

Business Processes Supported

Recording ICT Requests
Tracking ICT Requests
Reporting ICT Team Activities

Innovative Uses

Self service login for raising requests
Tracking of tickets
Recording of service or incident requests

Future Planned Uses

Project Management
Change Management
Self Service Password

Likelihood to Renew

10

Because it is the only tool that my IT team uses as a repository for capturing all ICT service and incident requests from the business. The tool enables me to report on the activities of the team and types of services and incidents that my attends to on a daily, weekly and monthly basis.

Products Replaced

No

Key Differentiators

Price
Product Features
Product Usability

At the time I started the product was purchased but not fully implemented. From my previous experience with a similar ITSM tool, I decided to look into the product by contacting the SysAdi and through their great help and support we implemented the solution, trained our team and deployed its usage to the business.

Evaluation Lessons Learned

Not much as I believe SysAid has all the features and functions to meet the expectations of a fully deployed ITSM system.

Implementation Rating

10

Not really but the support team were brilliant and extremely helpful.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

No

Change Management Lessons

Change management was a big part of the implementation and was well-handled - Being able to communicate the changes better.

Implementation Issues

Categorization
Training of end users

Training Types Used

Online training
in-person training

In-Person Training

10

My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.

Online Training

10

Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.

Support Rating

8

The team are very responsive. Despite some challenges with regards to the difference in time zones we at most times receive the support in a timely manner.

SysAid Customer Support Pros and Cons

Pros	Cons
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	None

Premium Support

Three years as we have confidence in the product to meeting our expectations.

Bug Resolution

No

Exceptional Examples of SysAid Support

The initial part where I picked up the case to fully implement the product. The company had purchased the product and with the credits purchased had failed to implement the tool. So when I started I established contact and got the most satisfying response by knowing we had enough credits to engage the services of a professional consultant to help us configure the system and train my team. The support was awesome.

Usability

10

SysAid meets or has all the features and functions of an ITSM tool. I have used ServiceNow, and SysAid is similar but is more cost effective which is a great benefit to a business of our size. Couldn't be more happier and satisfied.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Enabling end users the ability to raise tickets for ICT requests
Categorization of tickets for better data analysis
Project and change management

Difficult Tasks

The project management at first but my team is getting the hang of it to fully utilize the module
The CI function. Team needs to get their head around to start entering data.
Configuration of SLA's so it's more realistic to our team and the business.