Item: SysAid
Rating: 8
Author: Verified User

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

We essentially use SysAid for request purposes. It has been extended to other support teams like human resources or communication It is quite difficult to explain and train users to use it on the ITIL requirements. There are quickly confused. So we have decided to implement it in a very simple way and only keep requests on the self-service portal.

Pros and Cons

Pros

LDAP integration
Request templates
Routing
Workflows

Cons

Display of custom fields on the self service portal
Asset management vs CI: too complex
More right levels
Reports

Return on Investment

Unique tool to gather requests
Easy to use which helps the staff to better take hand on the tool
Regular updates

Automated Workflow

It helps particularly Admins that treat tickets as there is no need to assign it, it is all routing workflow-based. There is no real impact on the workload as most of the tickets are dealing with actions to be treated by admins or team members with specific rights. We are using SysAid for a long time now, It's embedded in our daily lives!

Time To Value

SysAid is quite easy to implement. To most fastidious part is the creation of custom fields as we have to care about the system name due to the limit of characters. Depending on the information you need to capture, the template can belong to implementation but this is completely dependent on our business. As mentioned previously, we do not have a deep usage for assets. It is, for me, less user-friendly to manage. Maybe there is too much information. I know that some details can be removed but it is not immediate.

Alternatives Considered

Smartsheet, Mojo Helpdesk, GLPI and SolarWinds Service Desk (SSD)

At the time, SysAid was the most complete with the possibility to have parallel workflow as well as incremental ones. Custom fields were very important for us. We wanted also to try to apply ITIL fundamentals. Setting and user interface were much appreciated as they were very simple and user-friendly. One important criterion was the LDAP integration.

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

Smartsheet, Microsoft Teams, Salesforce CMS

Likelihood to Recommend

I think that SysAid is a really good tool for dedicated support IT team. It allows having a global view on all the issues of specific hardware. The self-service portal is really easy to use and clear. The knowledge base is really much appreciated to avoid creating unnecessary tickets. We can create custom fields to have more accurate requests however, we do not have a dynamic display of the custom template on the self-service page. Important to know: we are still using the On-Premise version of SysAid.

SysAid Feature Ratings

Comments

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Very powerful application for IT Support Team.

Software Version