Item: SysAid
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

SysAid was introduced into the company to replace an outdated techhelp system. In time we started using SysAid more completely. It allows us to control SLAs and team performance unlike other platforms we had before. It's very user friendly and makes life easy for our customers to follow up on their own tickets. Change management improved greatly with Sysaid as it's now controlled and approved via tool.

Pros and Cons

Customer Support
Integration our software solutions
Performance management

Asset management needs a bit of refinement
Knowledge management can improve slightly

Return on Investment

Improved team performance
Allowed SLA control
MTTR has improved

Automated Workflow

SysAid allows for integration and automation on certain tasks that we're not currently using. There's a knowledge database that can be populated to allow self service, however that's not being used by us at the moment.

Time To Value

The system is very user friendly and intuitive. All customers are completely satisfied. We started asset management recently using system and network scans allowed to easily identify equipment.

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

Likelihood to Recommend

After introducing SysAid and it being rolled out through the company the ICT support has improved drastically. Customers have easy access to the platform to raise tickets and control them. For ICT the management and triaging of the queue improved and performance improved. We can now control adherence to SLAs and specific teams performance.

Intuitive and excellent tool

Software Version

Overall Satisfaction with SysAid