Item: SysAid
Rating: 10
Author: Verified User

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

The platform's user-friendly interface provides effective ticket tracking, incident management, knowledge management and robust asset management which significantly streamlines IT operations at our company. Previously staff needed to be in the office to access the ITSM software so log or resolve issues, however, the cloud solution provided by SysAid gives employees the opportunity to access the platform anywhere making remote work easier and encouraging collaboration. Also, SysAid Copilot, an AI chatbot retrieves information from our knowledge base to assist our employees without any human intervention.

Pros and Cons

Pros

With SysAid workflows, we have been able to automate most of our work processes and repetitive tasks
Also, the ability to integrate several applications with the SysAid platform makes it versatile
There is also a centralized knowledge base which makes it easy to store and retrieve knowledge articles and FAQs for guidance to users.

Cons

Poor classification of issues by SysAid support that are classified as feature requests
we have had users experience performance issues a few times especially when dealing with a large number of requests or workflows.
Creating custom reports can be very burdensome

Return on Investment

SysAid automated ticket routing as led to faster ticket processing. This has improved our MTTR values significantly leading to increased productivity. with minimal disruption to our critical systems.
We were able to integrate SysAid with our monitoring tool which led to quicker detection of outages ensuring minimal disruption to critical systems. Our organization has made cost savings over $1 Million with this deployment
With the asset management feature on SysAid we are able to track assets better ensuring that licenses are compliant hence saving us from irrelevant expenditures on software

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?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

Other Software Used

Microsoft Teams, SolarWinds Network Performance Monitor (npm), Nagios Core

Likelihood to Recommend

This application is suitable for organizations that require customized workflows and automation to fit their unique processes. Also, SysAid’s cloud capabilities and web-based interface allow support teams to assist employees regardless of their location, which is essential for companies with remote teams or require staff to work remotely. The asset management platform allows organizations with several assets to manage these assets efficiently. However, SysAid reports, and dashboard features are basic hence it will not be suitable for an organization that requires extensive reporting using advanced analytics.

SysAid Feature Ratings

Comments

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Liora Coberman
(Vendor Representative) commented a year ago
Thank you so much for taking the time to leave us a positive review! We're delighted to hear you've had a great experience with SysAid. Your feedback is incredibly valuable to us. We'd love to learn more about your experience with SysAid! Would you be interested in being featured in a case study? If so, please reply to this email with your email address or send an email to liora.coberman@sysaid.com to discuss this further.

SysAid Revolutionizes IT Service Management

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