My SysAid Review
Updated July 10, 2024

My SysAid Review

peter awortwe | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We use SysAid for our ITSM and Asset Inventory. SysAid address our business case of logging incident and tracking to resolution. Change management team has been able to address audit issue of ability to track changes per ITIL standard. Asset Inventory and CMDB has also be marked out of audit. We are currently using SysAid Knowledgebase module to drive our AI initiave to help users have a faster self-service

Pros

  • Incidence Management
  • Problem Management
  • Request management
  • Customize Reports
  • Asset Inventory
  • Knowledge Management

Cons

  • CMDB Relationship mapping
  • Software License Management
  • Knowledge Management
  • Cost Savings on ITSM tool
  • MTTR
The workflow is one of the fantastic part of SysAid that i have enjoyed using. This has reduced workload on tracking decommissioning assets and analyzing changes logged. We have also implemented workflow for knowledge articles to ensure support can easily share knowledge in the area. Now the team does not need to chase stakeholders for change approving as the workflow has given them the ease of doing that.
Within the project phase ,it took us 4 months to start managing assets. Ticket management was within the month
  • BMC Helix ITSM (Remedy)
We selected SysAid because of cost saving and doing same ITSM job

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?

Yes

Would you buy SysAid again?

Yes

SysAid has served as well after implementation. Audit requested for a specific Problem ticket and it relating incidence and change tickets. It was amazing how all these tickets had been linked to each other showing history of activities done. At our service management meeting SLA standings of each unit was provided upon request by the units using BI Analytics. This served service management team from a whole lot of argument and disputes that we used to have with various units. The only challenge with this BI Analytics is that it is unable to give us required data requested by Change management

SysAid Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
10
Self-service tools
10
ITSM reports and dashboards
9
ITSM asset management
7.5
Configuration mangement
5
Asset management dashboard
10
Change management
10.0
Change requests repository
10
Service-level management
10

Using SysAid

1000 - Consumer, Corporate ,IT, Finance, Human Resources,
15 - These people supporting sysaid in-house are service desk analyst and requires just the understand of how SysAid works as SysAid has made it interface and guides easy to use
  • Management of Change approvals
  • Management of Software Product Licenses , though not as perfect as we need
  • Mangement of incidence and Request
  • Approval workflows for request
  • Work orders for managing request that takes more than agreed SLAs
  • AI to manage ticket resolutions
Because SysAid is cheaper and cost effective than the other ITSM tools

Evaluating SysAid and Competitors

Yes - We replaced Remedy as SysAid was cost effective
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
  • Other
Cost effectiveness
We will include a complete software license module as criteria in our selection process

Comments

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