Good product and happy with SyAaid
Updated April 23, 2025

Good product and happy with SyAaid

Lee Trieu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

I use daily our main ITSM tool for tracking, reports, auditing, and support within the ITIL model to handle changes, problems, incidents, requests, and services.

Pros

  • Workflow
  • Change request
  • Problem management
  • Incidents management
  • Request management
  • Release management

Cons

  • Asset management
  • CMDB
  • Scanning asset tags
  • Mobile app improvement made
  • It has been a positive impact as it freed up our staff work schedules.
  • It has help us track and report on SLA.
have not use this yet
immediately
There is still some room for improvement as the look and feel on the other platform are a little more refined. The GUI is a little nicer than SysAid and there is a lot of custom work needed with SysAid which needs a more hands-on approach vs other providers but overall SysAid has done what we needed so far. waiting on new format

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?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

It's well suited for support, reports, and management. it could improve on the asset management side and the mobile version of SysAid.

SysAid Feature Ratings

Incident and problem management
9.9
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
9.3
Change requests repository
10
Change calendar
8
Service-level management
10

Using SysAid

70 - all ICT departments
  • support
  • change
  • incident
  • request
  • reporting on stats
  • asset management
  • event management
sysaid has proformed well for us

Evaluating SysAid and Competitors

Yes - fresh desk due to user interface and ITIL method
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Sysaid have ITIl processes
include other departments

SysAid Implementation

i didnt implementation but i did enhance it
  • Don't know
Change management was a major issue with the implementation - making the workflow easier to manage
  • change management

SysAid Training

  • Online Training
  • In-Person Training
  • No Training
N/A
Adelina was extremely helpful and insightful on training and upskilling
yes

Configuring SysAid

adelina ensure all my config was setup and made it seemless
following the ITIl pratice is key to ensure good setup
Yes - we have customized the interface extensively - adelina provided expert training to setup custom interface
No - we have not done any custom code
N/A

SysAid Support

alin and malin have been super supportive
ProsCons
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
no but we use bucket days
with my change management workflow sysaid have been able to resolve my issue

Using SysAid

ease of access
ProsCons
Like to use
Easy to use
Technical support not required
Well integrated
Quick to learn
Convenient
Feel confident using
Inconsistent
Lots to learn
  • change management
  • cmdb
  • powerbi dashboard
  • the workflows in designer not easy to work around
Yes - yes its worked like the main page

SysAid Reliability

miron and team always very support on scalability and flexibity
never experience any downtime
very impress with sysaid performance

Integrating SysAid

  • lansweeper
  • active directory
  • SSO
the intergeration was seemless
N/A
  • Single Signon
  • API (e.g. SOAP or REST)
  • AppExchange or similar marketplace
N/A

Relationship with SysAid Technologies

Miron has been amazing support
Miron and adelina provide dedicated care
excellent
N/A
very easy
keep up the hard work

Upgrading SysAid

Comments

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