SysAid - A good basic ITSM product
June 17, 2024

SysAid - A good basic ITSM product

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We use the SysAid application for help desk ticketing, workflow entitlement requests, reporting and change management. The entitlement request workflow was written in partnership with SysAid, and it allows both employees and 3rd party vendors to request application access through SysAid by submitting new requests. The change management portion is used for any new releases or enhancements being worked on.

Pros

  • Very good support
  • Easy to learn
  • UI is decent
  • Emails between user and technicians

Cons

  • Reporting can be meatier
  • Workflows can be easier to create and modify
  • A status to pause the timer on tickets would be helpful
  • Good ticket tracking
  • Good support
  • Easy to learn
We use the self service portal for ticketing and change requests. The workflow portion is not very easy to use or maintain and is subject to breaks. We had to partner with the SysAid development team to get our entitlement request workflow working the way we needed it to. Once it was done it made requesting system access easier for our employees and vendors.
I was not working here when it was implemented so i can't speak first hand. In talking with those who were on the implementation team, t was fairly easy to get the basic functionality setup and in production. It took them much longer to get our workflows for system request access working properly.
SysAid is a decent ITSM based product for the money if you want an application that for the most part can be setup and administered without a dedicated resource assigned to SysAid maintenance.

In my experience, it does not have the full functionality of either Cherwell or ServiceNow, but those products do require a dedicated resource to administer

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

Microsoft Office 2016 (discontinued), Microsoft Teams, ARGUS by Altus Group
It is good for basic ticketing functionality and reporting. The workflows are helpful once you can get them setup correctly. The basic reporting functionality is useful, although it is cumbersome sometimes to format a report the way you want it. The change management portion is basic but works well enough for us.

SysAid Feature Ratings

Incident and problem management
6.7
Organize and prioritize service tickets
7
Expert directory
7
Service restoration
7
Self-service tools
7
Subscription-based notifications
6
ITSM collaboration and documentation
7
ITSM reports and dashboards
6
ITSM asset management
6.0
Configuration mangement
6
Asset management dashboard
6
Policy and contract enforcement
6
Change management
6.7
Change requests repository
7
Change calendar
6
Service-level management
7

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