We use it for asset management and ticketing service for all IT needs.
lo usamos para la gestión de activos y el servicio de tickets para todas las necesidades de TI
Pros
asset management
help desk
deployment
Cons
agility in implementation
attention times and channels
specialized support
Excellent app for team System
Likelihood to Recommend
It is very suitable for streamlining help desk processes, it limits the number of agents in the basic version, reports can be configured and exported quickly at the moments when decisions can be made. In the company, the service channels that are configured from SysAid have been improved, we are really very happy with this solution.
Es muy adecuado para agilizar los procesos de mesa de ayuda, limita la cantidad de agentes en la versión básica, los reportes se pueden configurar y exportar rápidamente en los momentos en que se pueden tomar decisiones, En la empresa, los canales de atención que se configuran desde SysAid tienen mejorado, estamos realmente muy contentos con esta solución.
This review was originally written in Spanish and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.
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.
Likelihood to Recommend
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.
VU
Verified User
Project Manager in Information Technology (Government Administration company, 1001-5000 employees)
SysAid is used for incident reporting and request submissions by the end users. Also used to configure/create templates to make the end-user experience positive.
Pros
Reporting.
Customization.
Support from Sysaid Customer Service.
Ease of use for end user.
Workflows are more easily customizable.
Cons
Allowing for more customization.
Interactive UI.
Enhance reporting function.
Likelihood to Recommend
Good for ticket tracking for incidents/requests submitted by end-users. The customization does meet current needs but can be improved upon to help in the future.
VU
Verified User
Analyst in Information Technology (Public Safety company, 201-500 employees)
We use it to organize, manage and track help desk cases. As well as manage the inventory and generate different reports. Allows you to have multiple administrators who manage help desk cases and help users with their problems. The platform is used across the entity and end-users have feedback on the handling of their case. We have had no commercial problems.
Pros
Visibility of all support cases that we are asked to attend, making sure we do not lose those cases.
End user protal customization
Management and analysis of reports
IT inventory management
Cons
Satisfaction surveys should be improved
They should improve the usability of the knowledge base
Likelihood to Recommend
It is suitable if you do not have centralized help desk case management. In our experience, SysAid helped with this, as we didn't know how many help desk cases were coming in and users didn't know where to request their help desk cases. It helped us generate metrics and SLAs, escalate cases to third parties and provide feedback to the user about the status of their case.
VU
Verified User
Professional in Information Technology (Government Administration company, 51-200 employees)
SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).
Pros
Ticket registration and tracking
Workflow management
Self-Service portal
Reporting and Feed-back/Notification
ITIL-Compliant
Flexible and Customizable
Cons
Workflow Design is powerful but has a learning curve
Admin Portal UI (has improved a lot in the last few years however)
Custom Reporting (again, this has improved a lot in the last few years)
Automation options (on the plus side, they listen to the users)
Likelihood to Recommend
If you're looking for an ITIL compliant ITSM, this is it. SysAid offers options based on the size and complexity of your organization. Post-implementation Support is superb but the Implementation Support takes the cake. SysAid listens to it's user base and periodic user-group workshops showcase what's new and how other users have made the best out of their implementation and has impacted their ServiceDesk performance positively.
