1. Home
  2. IT Service Management (ITSM) Tools
  3. SysAid Reviews
  4. User Review of SysAid
Hindsight of SysAid
January 11, 2022

Hindsight of SysAid

Shamin Muthukumarama | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

SysAid is being
used by the entire organization as a single source of tracking
application and our main goal is
to make process discipline and efficient support among internal
service providers as well as external service providers. We were able
to achieve that goal with the support of SysAid and currently one of our main KPIs is achieving the SLA of SysAid which has been defined by the top Management.
  • SysAid ticketing process is a part of ICT services. No ticket no service.
  • All ICT assets are managed via SysAid
  • Deliverables as per the defined SLA by the SysAid
  • All follow-ups done based on the ticket status and due date.
  • Key measures of individual performance is SLA achievement of SysAid
  • Ticket routing option to be more enhanced.
  • There is no predefined logic to get Pass/Fail status of current SLA
  • Analytics to be more customizable and advanced
  • Company hierarchy is required for large scale company (such as Group > Sectors> Clusters> Branch/ Location)
  • There is a limitation of timer objects
  • Data archival strategy to be more enhanced
  • Successfully overcome the challenges had in Help desk services during the pandemic situation
  • SLA achievement 98% on average by Support services with the help of SysAid
  • Work form home model in Brandix was fully depended on SysAid ticketing process
The team is friendly, caring, and has better communication and quality of work with the highest standard and professionalism. The team is giving better follow-up on the closing tickets with 100% customer satisfaction. Efficient support and always spot on.

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?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

We have good experience and entirely use in ICT function even in Sri Lanka, India and Bangladesh
SysAid has given better pricing for my company and it is really appreciated
1. Service management process is so simple and easy 2. The ticketing process is so efficient and user-friendly 3. Mail integration is more useful l 4. The better solution to organize
and prioritize services 5. Self-service
tools are more attractive and user friendly

SysAid Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
8
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

Using SysAid

2000 - Users who are working under HR, Admin, OHS, ICT, Manufacturing, Merchandising, Finance and logistic departments and using systems for day today work.
1 - Need a consultant with the capacity of Functional and Technical support (hybrid modal).
  • Incident and problem management
  • Assets management
  • Change management
  • Inter cluster help desk modal was built for all system applications related services with SysAid email integration
  • Central help desk team was establish for SysAid application support
  • External vender supports were aligned with SysAid
  • Single tracking mechanism for the entire group
  • Bi solutions - Individual Dashboard for SLA achievement, ticket reduction% of service providers
  • Bi- Solution - Central dashboard for the overall SLA achievement and ticket reduction, Issue Vs services, of entire ICT servers
  • One ticket initiative - One ticket with multiples assignees with multiple SLAs
  • A notification to the assigned person on remaining hours of opened tickets as per the SLA (Based on urgency)
Currently we are using on-premises version and having certain limitations of resources and the functionalities. Have a good hope that SysAid cloud product will be the best.

Evaluating SysAid and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Price, Enhancement of current fictionalities and New Features

SysAid Implementation

Implementation should go with a standardization
  • Implemented in-house
  • As per the on going cloud migration project feed back, user authentication was in
  • Data migration to cloud
  • Attachments have stored in the DB

SysAid Support

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 idea
Yes - Yes. Getting better support as usual
Last year we had to face SysAid performance issues in our on premises version and SysAid team had given a tremendous support with multiple follow-up sessions until the issue is resolved. We would thanks to our Account Manager who were in early 2021.

Using SysAid

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • Incident and problem management
  • Report creation
  • Asset management
  • Change management
  • Routing rule changes
  • SLA calculation
  • Default dashboard
Yes, but I don't use it