A large feature rich ITSM at a price for the Small to Medium Business Budget
November 04, 2022

A large feature rich ITSM at a price for the Small to Medium Business Budget

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

ITSM+

Overall Satisfaction with SysAid

We use Sysaid in our organization to track, measure and provide support to our end-users on IT Business Processes within our organization. We were looking for something that had omnichannel communication and allowed us to access it anywhere. Being able to add automation and being cost effective was a plus. The user community was also something that was nice to see.

Pros

  • SLA Management of an end-user ticket
  • Ease of use
  • Asset Management

Cons

  • Customized Email capability (Being able to send and receive from Company email)
  • Better Remote Desktop Support features
  • More Asset categories that are no licensed (Monitors, Keyboards, etc...)
  • Licensing cost is lower than other solutions
  • Cloud-platform so no On-Prem infrastructure is required.
  • Feature sets allow us to cancel duplicate services.
  • Modern look and feel for self-service portal
Sysaid had many of the service offerings as the large players had but at a much more cost effective price point. The licensing model was very fair and we felt that the amount of time that we would have to re-invest in the tool was minimal. For example, one of the other solutions we evaluated costed more for the professional services to get up and running then the cost of the product.

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?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

Sysaid uses the ITIL framework in its ITSM which grants a company with greater use of this Philosophy. This product is good where you don't have a dedicated ITSM resource to build and continue using the application in the organization. Where this product might not be for your situation, if you have a large, multisite organization where tickets could go to many different departments, a more powerful tool such as ServiceNow would bring more value.

SysAid Feature Ratings

Incident and problem management
8.6
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
6
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
7.3
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
7
Change management
8.3
Change requests repository
8
Change calendar
8
Service-level management
9

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