Item: SysAid
Rating: 9
Author: Nejc Gutnik

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

SysAid addresses the problem of having a centralised view across the IT. It provides many out of the box functionalities and very granular configuration options. With great support team it resolves the problem of open source alternatives which can be difficult to configure in detail with no programming knowledge or system administrator support.

Pros and Cons

Pros

Support
Many features
Extensive documentation
Configurability
AI tools

Cons

Hasn't migrated to new UI completely
Localization issues
Some essential features missing on new UI
Minor bugs on the new UI/UX still present
Updates to the product often break core functionalities

Return on Investment

Consistent closing of old tickets
Centralised views/reports
The negative is a lot of internal time spent to get to know the system well.
Lower MTTR
centralized IT database

Automated Workflow

The routing of the ticket works very well. It has reduced the number of tickets each admin receives . We have standardized the most common processes which helps reducing the time to resolve a ticket, implemented over 400 routing rules across 10 companies. The workflows are much improved with the new UX/UW, you can easily have an overview of the whole process.

Time To Value

It is a very slow process if you do it alone. We strongly suggest using sysaid professional support to setup the whole system. It has helped us immensely. A dedicated team of a few people is needed to setup the solution with all the options. The ticket routing can be done fast, but there is a lot of dependencies and preconditions to setup the more advanced modules. Having the overview of devices in asset management is super fast, all you have to do is deploy our install the SysAid agent on the user machine.

Alternatives Considered

Redmine

Better support than open source solutions. It provides a better overall design to get an overview of the whole IT system. To configure Redmine you need some programming knowledge or search for plugins and solutions on forums. Sydaid has a proper helpdesk which you can contact at any time. The by weekly meetings are super helpful to keep the progress on track.

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

Redmine

Likelihood to Recommend

It shines in complex environments, like multi-companies where procesess need to follow certain steps. It is super configurable and has a very granular permission system. It is less appropriate for smaller companies which are better off with setup and forget it solutions. The initial input is high to get the best out of the system.

SysAid Feature Ratings

Using SysAid

Users and Roles

500 - Insurance, finance, HR

Support Headcount Required

1 - We have one permanent admin/coordinator who is 100% dedicated to Sysaid configuration. Other admins are slowly taking part administration of certian modules. We use admin as a service from siysaid and they then help us to configure the systems. We have regular bi-weekly meetings to check on status of certain tasks, new fatures, issues.

Business Processes Supported

ITSM
Helpdesk
CMDB
Asset management
BI

Innovative Uses

Great support from their team

Future Planned Uses

Workflows

Likelihood to Renew

Good long term goals

Evaluating SysAid and Competitors

Products Replaced

Yes - It replaced open source solution Redmine. Redmine was easy to navigate but we always ended up so it would make the use easier not to cover ITSM processes and best practieces. We found asset management in redmine lacking. Internally there was to much hastle with maintence to udate redmine to latest version.

Key Differentiators

Scalability

Sysaid turned out to be great for middle sized to enterprise setups. It allows great costumizabillity and flexibility. We found the concept from Sysaid to bring us to higher level of ITSM maturrity great. Regular meetings and option to provide feedback to helpdesk or to CSM manager were great additions.

Evaluation Lessons Learned

We are satisfied with focus on ITSM and helpdesk.

SysAid Implementation

Implementation Rating

It was ok. We communicated often. Some FR are still not implemented and we are waiting for them for a long time. Some features sometimes work ok and sometimes break all of a sudden.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Yes - First setup categories and SSP. Then asset management. Then software and CMDB. Then AI

Change Management Lessons

Change management was a major issue with the implementation - Issues when creating change service requests via patch management module. Some bugs were fixed but general issues are still present.

Implementation Issues

We had issues setting patch management, some minor bugs

SysAid Support

Support Rating

Great bi-weekly status meetings. Helpdesk from sysaid is always available for minor troubleshooting. There is an option for admin as a service which increases flexibility and adds another layer of control when costumization gets more complicated. We like the informational updates we recieve every month about new features and product updates.

SysAid Customer Support Pros and Cons

Pros	Cons
Knowledgeable team Immediate help available Support cares about my success Quick Initial Response	Poor followup Escalation required Need to explain problems multiple times

Premium Support

Yes. There is an option for admin as a service which increases flexibility and adds another layer of control when costumization gets more complicated. It helps us with advanced setups and help when we get stuck.

Bug Resolution

Yes - Mostly yes. Some urgent issues get resolved quickly when escalated. Some FR or even annoying bugs can drag for a long time.

Exceptional Examples of SysAid Support

Setting up routing rules and categories - tha essentials for great ITSM. They provided their admin to help us go into the right direction

Using SysAid

Usability

A lot of unexpected bugs that appear out of nowhere. Core features break suddenly over weekend updates. Some wonky design choices. Dependency on classis UI is still present. You have to know 2 settings systems to navigate the whole solution