Item: SysAid
Rating: 9
Author: Masmi Mohamad

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

SysAid is used as the IT helpdesk system. Besides that, we use SysAid to monitor our company computer assets, which include hardware and software. It is used throughout the whole organization and in all branches. With SysAid, our IT Team can perform user support on site and also remotely. Users can request IT support wherever they are in Malaysia and they will be attended to accordingly. We also used SysAid to monitor installed software in the company to ensure that we are in compliance with the number of licenses that we have. Lastly, we also use SysAid as a monitoring tool to monitor our server health and other devices in the company.

Pros and Cons

Pros

Enable user to report any IT-related cases to IT team.
SysAid also provides reports on asset management
With SysAid we can monitor our servers to ensure that they are running smoothly

Cons

We are unable to integrate SysAid with our ERP system
SysAid does not work very well with Linux server. The agents are manually installed and data is not real time.
We find that sometimes SNMP works and SNMP does not work with SysAid

Return on Investment

We have moved from SysAid free version to paid version as business grows
We used to do manually sightings on company assets and run a custom program to collect data from each PC/laptop. Doing this even on 50 PCs is a daunting task. With SysAid, data is always there in real time
With SysAid we can monitor our server downtime

Support Rating

SysAid is a user friendly system. The system is easy to use. The support that I get is very satisfactory. I have tried other software for my company and SysAid suits us the best and can fulfill our requirements. With SysAid, we can manage our assets easily and the helpdesk is awesome

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

Usability

We have used SysAid since 2008. Back then, we use the free version. As our company grows, we purchased SysAid license to cater for our company needs. We are very happy to use SysAid. With SysAid we can manage our company assets easily whether it's hardware or even software products.

Professional Services

We have used SysAid since 2008. Through out these years, we find that SysAid support is very helpful and professional. The respond that we get is very fast and they will help us until we have solved our problem that we reported to them. So far, we are very happy with SysAid support.

Contract Terms and Pricing Model

We use SysAid in mainly for Asset Management and HelpDesk. These areas are sufficient to cover what we require. It includes Remote Support and also integration with email and AD. The price that we pay for all these are reasonable and the support that we get is more than what we have bargain for

Likelihood to Recommend

You can save a lot of time with Asset Management (e.g., it can keep track your company assets, which include hardware and software). You can install SysAid agents on your computers or use SNMP to push the SysAid agents. With these agents, all hardware and software-related data will be collected in one database for ease of use.

SysAid Feature Ratings

Using SysAid

Users and Roles

150 - They are users in various departments which include HR, Finance, Production, Sales and Warehouse. They use SysAid mainly for HelpDesk, i.e. to submit request for IT support, request to purchase new assets like PC, notebook, printer or any IT related peripherals. Also, all of our ERP support are submitted via SysAid

Support Headcount Required

3 - There are 3 admins which uses SysAid. The admins knows the basic features that SysAid have and can manage SysAid most of the time. Unless we have issues that we can't solve, then we will escalate the matters to SysAid HelpDesk via SysAid online support. We seldom need SysAid help since the system is quite stable and reliable.

Business Processes Supported

ERP system support usually user error
Request for new user IDs like email, etc
Hardware related problem like printer jam, PC hang, etc

Innovative Uses

managed and monitor company assets more effectively
use SysAid for ERP system support (internal use only)
manage user ID creation like email, AD, etc

Future Planned Uses

self service for user ID creation
can be used for other departments besides IT
workflow system for approval, etc

Likelihood to Renew

We are SysAid users since 2008 and we will continue to use SysAid years to come. We use SysAid for Asset Management and SysAid and we intend to keep it this way and there is no intention that we will replace SysAid with another system. SysAid has been reliable to use and has helped us with our day to day jobs

Other Software Used

TeamViewer, AnyDesk, Microsoft 365 (formerly Office 365)

Evaluating SysAid and Competitors

Products Replaced

Key Differentiators

Product Features
Product Usability

We tested other products before we decided on SysAid. We find that SysAid is the easiest to use and it works for us. We tried Spiceworks but that did not work for us. SysAid Asset Management module is much easier and more user friendly compared to Spiceworks. With SysAid asset management, we can drop the Excel spreadsheet that we use before

Evaluation Lessons Learned

I think we have made the correct choice to use SysAid. SysAid works for us where we have a head office and branch office. With point-to-point VPN, we can deploy SysAid to our branch office and our users can use SysAid without any hassle or problem. We can also perform remote support to them or to any user in our company wherever they are.

Alternatives Considered

Spiceworks Help Desk

SysAid is able to be deployed throughout company without having to be in front of a PC to install its agent. We were unable to do this with Spiceworks and we are not sure how to get support from Spiceworks to solve this issue. SysAid interface is easier to use and more user friendly compared to the "complicated" spiceworks

SysAid Implementation

Implementation Rating

In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Implementation Issues

Integration with email system
Integration with AD
link up between company branches

SysAid Support

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

We use only standard support. So far, we are happy with the support that we get. Even though the support time zone is different from us, we can always count on them. They are very reliable and dependable. We can get support during our office hours which is not their working hours. Maybe they work on shift rotation to ensure we get the support we need.

Bug Resolution

Exceptional Examples of SysAid Support

SysAid Technologies support is very knowledgeable. We have a case whereby the SysAid agent can't be updated. We tried to uninstall the agent using windows add/remove program but failed. Then, we tried to use a third party uninstaller but that does not work at all. When we reported the case to SysAid, they guide us by giving us step by step process on how to solve this problem. The solution given is using command line and that solve our problem

Using SysAid

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