Item: SysAid
Rating: 9
Author: Daniel Uccellini

Use Cases and Deployment Scope

We use SysAid in our organization to track instances of problematic issues within our IT infrastructure. Some business problem we have addressed with this product is our ability to track issues and make sure that they are resolved in a timely manner. We are using this product to make it easier for us to manage issues as they present themselves within our IT infrastructure.

Pros and Cons

Customizable
Ease of use.
Trackable
Scalable
Sustainable

LDAP integration.
More assistance on initial integration.
More assistance customizing.

Return on Investment

Quicker Resolution.
Tracking of issues.
ROI
Improved tracking of issues.
Improved satisfaction with the IT department.

Automated Workflow

It has helped separate the workload between me and my helpdesk. Now instead of coming to me directly, they have to go through the portal first. Making it, so the system separates the tickets automatically instead of me disbursing to the correct spot myself. This has taken the burden off of me and made it easier to manage the issues as they arrive.

Time To Value

I was able to start automating tickets the same day we integrated the software. There is still work to be done, but the process of implementation was very easy to do. I would highly recommend it to those looking for an easy implementation process. They have made it seem less with the LDAP integration; the only issue I have had is the stability of that tunnel to my SysAid server. So once we resolve that issue, it will be perfect. Others who use azure for integration will not have this issue, but I wanted to use my domain as I manage multiple companies.

Alternatives Considered

Zendesk Support Suite

SysAid was a better price and offered more for ITSM than Zendesk did. Zendesk was more customer based whereas I needed more of a company-based solution. I wanted this to manage internal tickets and not for outside tickets. this helps make sure that our employees are having a good experience with the infrastructure and helps make sure everything is secure.

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

Some scenarios where this software is extremely helpful would be with tracking IT-related issues. When I have a lot going on and not a large IT staff, this helps manage those issues and make sure that they do not fall through the cracks. This was an issue that I was having where similar issues would arise in the future. This software also allows you to create a knowledge base making it much easier to solve similar issues as they arise so that you can share those articles with users. I think this would be less useful if you already have a system that works for your company, as it would take time to teach the users a new way to interact with the IT teams.

Sysaid Bang for the Buck.

Software Version

Overall Satisfaction with SysAid