Great Tool for ITSM.
Updated December 19, 2024

Great Tool for ITSM.

Kacian Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

As our company's leading platform for managing IT services, SysAid streamlines asset tracking, ticket management, and reporting to increase productivity and user satisfaction. Through automation and proactive management, it tackles important issues like centralizing IT operations, decreasing downtime, and allocating resources as efficiently as possible. While the knowledge base and reporting tools speed up resolution times and facilitate data-driven decision-making, the self-service portal allows users to handle minor issues independently. SysAid is essential to managing IT assets, maintaining compliance, and providing reliable, superior service for internal IT requirements and external customer support.

Pros

  • Reporting
  • SLA Management.
  • Ticket Management.
  • Transactional Survey.

Cons

  • Limited Customization.
  • Cost for Additional Features or move to the Cloud Version.
  • Employee Satisfaction where end users can log their own requests using the self-service portal.
  • Reporting allows us to identify recurring issues and trends.
  • Automated ticket assignments, SLA tracking, and proactive issue resolution have drastically reduced the time it takes to resolve incidents.
By automating repetitive processes like ticket routing, SLA monitoring, and follow-ups, SysAid's automation and workflow tools have significantly decreased the workload for our IT staff. Without constant human supervision, the system ensures quicker resolution by automatically allocating tickets to the right team, monitoring deadlines, and elevating tickets as necessary. The self-service portal also enables users to report and fix fundamental problems independently, lowering the number of tickets that IT must handle.

Our workload has been significantly impacted. By doing less manual labor, the IT staff can concentrate on more complicated problems, increasing productivity and decreasing backlogs of tickets. Additionally, automated reminders and notifications keep everything on schedule without requiring extra work from employees.
Almost immediately, after training and importing data. After implementing SysAid, we were able to start managing assets, automating tickets, and performing other tasks within just a few weeks. The setup process was straightforward, thanks to its user-friendly interface and clear documentation, and the initial configuration required minimal technical expertise. Customizing workflows and automation rules to match our processes was intuitive, and the built-in templates helped accelerate deployment. Overall, the onboarding experience was smooth, allowing us to see tangible improvements in efficiency and organization early on.
SysAid is very cost-effective and flexible and integrates ITSM and asset management tools in one platform, reducing the need for separate tools. They have an intuitive interface that ensures a smooth user experience, reducing the learning curve for IT teams. SysAid offers easy-to-set-up integrations and automation to streamline workflows and reduce manual tasks.

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

No

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

SysAid performs exceptionally well. For example, it makes it possible for our organization to effectively track, prioritize, and resolve IT issues while adhering to SLAs. By enabling users to log and monitor their requests, its self-service portal eases the workload for IT teams. Its automation capabilities make it ideal for automating repetitive tasks like ticket assignments or status updates.

SysAid Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
7
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
10
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
7
Change management
8.0
Change requests repository
9
Change calendar
7
Service-level management
8

Using SysAid

Our Customer Service Helpdesk is responsible for managing tickets, incidents, and service requests and providing external client support and issue resolution. HR handles onboarding and offboarding of employees. Our IT Support handles requests and incidents that are logged and assigned. All changes are handled through our CAB process, which requires a change request.
Supporting SysAid requires a team with a mix of IT and administrative skills to ensure smooth operation and optimal use of the platform. IT administrators play a key role in configuring and managing SysAid, including setting up workflows, automation rules, and user permissions. Helpdesk analysts are essential for day-to-day ticket management, troubleshooting, and providing support to end-users. Asset managers oversee asset tracking, update inventory, and manage asset lifecycles within the system. Report analysts use SysAid's reporting features to create custom reports, analyze trends, and offer actionable insights. Integration specialists may be needed to connect SysAid with other tools and systems, such as Active Directory or third-party applications. Additionally, trainers or end-user support staff are helpful for educating employees on how to use the system effectively and resolving basic usage issues. While technical expertise is beneficial, SysAid’s user-friendly interface allows most tasks to be managed with basic IT knowledge and a willingness to learn.
  • Automating repetitive tasks such as ticket routing, priority escalation, and SLA tracking to reduce manual effort and improve service efficiency.
  • Self-service portal for logging tickets, accessing FAQs, and resolving common issues independently, reducing the workload on the IT team.
  • Streamlining the process of logging, tracking, and resolving IT issues efficiently, ensuring prompt responses and minimal downtime for users.
  • We use SysAid to streamline employee onboarding by automating equipment requests, account setup, and orientation scheduling, as well as managing offboarding processes for smooth transitions.
  • SysAid's knowledge base has been expanded to include internal guides and FAQs for HR, finance, and operations, making it a cross-departmental resource.
  • We could integrate SysAid with IoT devices for real-time monitoring and automated alerts for critical infrastructure.
  • Leveraging SysAid’s reporting capabilities for strategic business analysis across more departments, such as sales and marketing, could provide valuable insights
This rating reflects our overall satisfaction with the platform’s performance, reliability, and flexibility in meeting our IT service management needs. SysAid has streamlined our ticketing processes, enhanced asset management, and improved operational efficiency through automation and reporting. The system’s adaptability across multiple departments has added significant value beyond IT. An excellent service tool.

Evaluating SysAid and Competitors

Not Sure
  • Integration with Other Systems
  • Ease of Use
N/A

SysAid Implementation

  • Implemented in-house
Change management was a major issue with the implementation - N/A
  • N/A

SysAid Training

SysAid Support

Excellent responsive time and assistance.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
N/A
We were having issues unable to download the attachments from the tickets, and it was due to our storage area being full. Unbeknownst to us at that time, they assisted us in troubleshooting the issue and provided a solution.

Using SysAid

It is very easy to use.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Reporting
  • Ticket creation and management
  • Email Integration
  • N/A
Yes, but I don't use it

Comments

More Reviews of SysAid

  1. Home
  2. IT Service Management (ITSM) Tools
  3. SysAid Reviews
  4. User Review of SysAid