Item: SysAid
Rating: 3
Author: Verified User

Use Cases and Deployment Scope

In our organization, we leverage SysAid for streamlined service desk management. The product addresses various business challenges by enhancing our efficiency and organization in handling service requests, incidents, and other IT-related tasks. The scope of our use case extends across the entire service management process, encompassing ticketing, asset management, and ensuring a systematic approach to IT problem resolution. SysAid is a solution to optimize our IT service workflows, ultimately contributing to improved overall productivity and user satisfaction within the organization.

Pros and Cons

Inventory Management
Service Desk and Incident Management
Customization

User Interface
Sluggish Cloud Performance
Overwhelming Number of Customizations

Return on Investment

There has been a cost saving using SysAid because it replaced our old on-prem Spiceworks instance

Automated Workflow

Unfortunately, we have yet to implement the self-serve portals or automatic processes. We are currently migrating to M365. Once that is complete, we will integrate M365 with SysAid's portals and automated processes.

Time To Value

We seamlessly transitioned to SysAid shortly after implementation, and the onboarding experience was smooth. The platform enabled us to quickly commence asset management, ticket automation, and other essential tasks.

Alternatives Considered

Zendesk Support Suite and Spiceworks Help Desk

I can't comment as we did not demo either product.

Key Insights

Do you think SysAid delivers good value for the price?

Not sure

Are you happy with SysAid's feature set?

Did SysAid live up to sales and marketing promises?

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Other Software Used

REDCap (Research Electronic Data Capture), Nucleus

Likelihood to Recommend

Well-Suited Scenarios:
Incident Management: SysAid excels in handling incident management. When a user reports a technical issue or service disruption, SysAid efficiently captures, tracks, and resolves incidents, ensuring a streamlined process for issue resolution.

Service Request Automation: SysAid is well-suited for scenarios where service requests, such as software installations or hardware upgrades, require automation. The platform's customizable workflows and automation capabilities help expedite and standardize these processes.

Asset Management: SysAid is beneficial for organizations requiring a robust asset management system. It effectively tracks and manages IT assets, providing insights into their lifecycle, maintenance and facilitating better resource allocation.

Less Appropriate Scenarios:
Highly Specialized Workflows: In cases where organizations have highly specialized or unique workflows that deviate significantly from standard IT service management processes, SysAid's flexibility might be limiting.

Resource-Intensive Implementations: An organization needs more resources for a comprehensive implementation and ongoing management of SysAid to be the most appropriate choice. The platform's effectiveness relies on proper configuration and maintenance.

Limited Customization Needs: SysAid's extensive features might be overkill for organizations with straightforward IT service management needs and minimal customization requirements. A simpler and more lightweight solution might be more appropriate in such cases.

So Many Options, So Little Time

Software Version

Overall Satisfaction with SysAid