Sysaid - Service desk tool
December 21, 2017
Sysaid - Service desk tool
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with SysAid
Sysaid was used to track some of the desktop support as well as development issues that came up in the business. It was then assigned to the appropriate team, who would either log on another system for developers using agile methods.
We struggled to get Sysaid to integrate across our whole environment.
We struggled to get Sysaid to integrate across our whole environment.
Pros
- The workflow functionality works well to get approvals, or assigning to different teams.
- The tool is easy to use as a front end for users.
- Work allocation can be monitored closely, and give a holistic view in terms of issues hitting your service desk.
Cons
- Users struggle to select the correct categories for the faults they log.
- Incorrect categories mean incorrect team allocation, which mans breaches in SLA.
- Not easily scaled into the entire IT operations, especially the DEVOPS environments.
- Does not cater for Scrum methodologies.
- We could track our issues much better than the previous inhouse tool.
- SLAs could be better monitored.
- Vendors could be held accountable for work falling out of SLA.
Sysaid was seen as a very strong service desk, which it is. A year in, we started with agile processes in our development teams, and sysaid could not provide us with what we needed in order to successfully implement across.
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