Item: SysAid
Rating: 9
Author: Nelson Vladimir Lora

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

SysAid come to improve our quality of IT service. We had a help desk with many manual customer service processes and we don't have a tool that would allow us to organize ourselves and provide excellent service. Since it was installed our service has improved substantially and user satisfaction has also improved.

Pros and Cons

Pros

Easy customization
Large variety of reports
ITSM support
Easy user post incident and requirements

Cons

CMDB
Work Flow
Admin portal

Return on Investment

Definitely improved at user satisfaction
Fast restore incidents
Organization by priorities

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?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

Other Software Used

Microsoft System Center, Cisco Webex Room Phone, Microsoft Teams

Likelihood to Recommend

It´s more suited for help desk team. For example, SysAid has a tool like self service password. It allow all the windows user can reset or unlock him self. It´s less appropriate for change management, because the flow that my organization require, the tool did not meet. For example, when we need rollback, we can´t get back in the ticket flow.

SysAid Feature Ratings

Comments

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SysAid is a great solution for your Help Desk Team and excellent ITSM provider.

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