SysAid--The ITSM Tool Worth Your Investment
Updated March 03, 2022

SysAid--The ITSM Tool Worth Your Investment

Tau Garo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with SysAid

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.
  • 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.
  • 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.
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.

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?


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.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Not Rated
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Change calendar
Service-level management

Using SysAid

300 - Retail, manufacturing, supply and distribution, sales, warehousing, technical services, property management, asset and project management
10 - IT Systems Administrators
  • Recording ICT Requests
  • Tracking ICT Requests
  • Reporting ICT Team Activities
  • Self service login for raising requests
  • Tracking of tickets
  • Recording of service or incident requests
  • Project Management
  • Change Management
  • Self Service Password
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.

Evaluating SysAid and Competitors

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

SysAid Implementation

Not really but the support team were brilliant and extremely helpful.
Change management was a big part of the implementation and was well-handled - Being able to communicate the changes better.
  • Categorization
  • Training of end users

SysAid Training

  • Online training
  • in-person training
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.
Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.

SysAid Support

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

Using SysAid

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.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Enabling end users the ability to raise tickets for ICT requests
  • Categorization of tickets for better data analysis
  • Project and change management
  • 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.

SysAid Reliability

Easy to deploy. configure and implement.
Easily available and scalable. We have had no issues, bad experiences since the deployment of the system.
No issues as the system was properly configured, setup and deployed.

Integrating SysAid

Not sure as I haven't been involved in any integrations.
  • Nothing at this stage.
Haven't engaged in this exercise as yet.
  • PRTG monitoring system
  • Pronto Service Module
  • Cisco Meraki / Umbrella
  • File import/export
Not much as I have no experience.

Relationship with SysAid Technologies

Vendor was very responsive. We always got an acknowledgement from the emails sent and there was always help available.
Very easy to work and always supportive.
Extremely professional in the management and coordination of the support offered to my team from initiation to implementation.
We were fortunate to have certain number of credits available for professional support and therefore decided to utilize this for the implementation.
Not really as I've worked with similar product called SERVICENOW and this product was extremely expensive.

Upgrading SysAid

Yes - Upgrade went smoothly with minimal downtime and impact to the business.
  • Upgrade in certain features and look.
  • Change and project management.
  • Reporting to be allot more friendlier with some BI.
  • Dashboard customization.