Item: SysAid
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Sysaid in our organization to track, measure and provide support to our end-users on IT Business Processes within our organization. We were looking for something that had omnichannel communication and allowed us to access it anywhere. Being able to add automation and being cost effective was a plus. The user community was also something that was nice to see.

Pros and Cons

SLA Management of an end-user ticket
Ease of use
Asset Management

Customized Email capability (Being able to send and receive from Company email)
Better Remote Desktop Support features
More Asset categories that are no licensed (Monitors, Keyboards, etc...)

Return on Investment

Licensing cost is lower than other solutions
Cloud-platform so no On-Prem infrastructure is required.
Feature sets allow us to cancel duplicate services.
Modern look and feel for self-service portal

Automated Workflow

Our users are able to have their requests automatically resolved through Sysaid which has reduce the number of tickets, especially for informational gathering such as "What is the guest wifi password". In our organization, it has cut our ticket count down by 10%. The end-users also request for items and service through a form which reduces the amount of back and forth and allows allocates the request to the proper service group.

Time To Value

Having all of our tickets come in through 1 of 5 different channels has allowed us to extract all the value associated from the request into a single platform. We spend more time working through mapping and automation than we have in the past dealing with resolution and execution. This allows the product to be more and more useful to the end-user.

Alternatives Considered

BMC Helix Digital Workplace, ServiceNow IT Service Management and Freshdesk

Sysaid had many of the service offerings as the large players had but at a much more cost effective price point. The licensing model was very fair and we felt that the amount of time that we would have to re-invest in the tool was minimal. For example, one of the other solutions we evaluated costed more for the professional services to get up and running then the cost of the product.

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

Other Software Used

BMC Helix Digital Workplace, Microsoft 365, Roadmunk

Likelihood to Recommend

Sysaid uses the ITIL framework in its ITSM which grants a company with greater use of this Philosophy. This product is good where you don't have a dedicated ITSM resource to build and continue using the application in the organization. Where this product might not be for your situation, if you have a large, multisite organization where tickets could go to many different departments, a more powerful tool such as ServiceNow would bring more value.

A large feature rich ITSM at a price for the Small to Medium Business Budget

Software Version

Overall Satisfaction with SysAid