Affordable, works great, but need to put in the effort to customize.
August 12, 2024

Affordable, works great, but need to put in the effort to customize.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We use SysAid as our ITSM/ITIL software for tracking Help Desk work orders and Asset management. We also perform our purchases through SysAid. The interface is our main issue, as it lacks simplicity. We are looking forward to the Spaces upgrade, which should get us to where we need to be. Our IT department is not very large, so we depend heavily on SysAid for tracking.

Pros

  • Asset Management.
  • Work Order System.
  • Purchase Requisitions.
  • Workflows

Cons

  • Interface in workflows.
  • GUI
  • Admin Portal could use a cleanup.
  • Template designer.
  • Moved us to an entirely virtual Asset system.
  • Resolution times improved.
  • Communication efficiency.
We have had issues with the Self-Service Portal not working in the past. We are currently set up with support to get it up and running to meet our needs. We've had it up, but the password reset never worked as it should have. The automation workflows have simplified work order handoffs, the same as with requisitions.
Out-of-the-box, SysAid worked well enough. However, I believe we had too much of an OOB experience when we initially onboarded SysAid, and we've been stuck there ever since. Our time to value was decent once we got everything imported in, which was not super difficult. Unfortunately, we still need some enhancements to really achieve our full potential.
ServiceNow is a very clean-looking portal and one of the primary IT asset management softwares. SysAid was originally onboarded by another project manager, but the selection came from a much lower cost than other ITSM software. In the future, interface/GUI will be a large part of our selection process.

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?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

SolarWinds Dameware Remote Everywhere (DRE), Abnormal Security, CrowdStrike Falcon
SysAid is well suited for use in any IT environment that needs asset tracking or management. It does this very well, especially when linking CIs together. SysAid also excels at purchase requisitions and workflows, allowing the flow of work from one person to another automatically. We utilize this so that everyone gets their own part in the requisition, and it goes to the next person in the order.

SysAid Feature Ratings

Incident and problem management
7.2
Organize and prioritize service tickets
8
Service restoration
7
Self-service tools
6
Subscription-based notifications
6
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
7.3
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
6
Change management
7.0
Change requests repository
7
Change calendar
6
Service-level management
8

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