SysAid

We can track resolved incidents and help customers solve them quickly

Comentários: The central hub for reporting problems and requesting help with information technology. With this application, corporate leaders may see how their IT department is performing as a whole. It also helps customers effectively report issues and request services.

Vantagens:

Sysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.

Desvantagens:

Reports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.

Robust and affordable IT management tool

Comentários: We also use it for tracking changes, keeping an inventory of our assets, and generating reports. We are now better able to track and manage our assets, as well as identify the type and version of software running on each machine.

Vantagens:

The IT business processes in our company are monitored, measured, and supported by end-users thanks to Sysaid. We needed a solution that provided constant, seamless connectivity across all of our devices.

Desvantagens:

It seems like they are halfway done implementing a whole new, cutting-edge UI design, judging by the current state of the user interface. The layout and aesthetic of the many pages varies. The product makes use of three or four distinct styles.

Behind the times.

Comentários: A haphazard ticket system that sometimes works better then nothing at all.

Vantagens:

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Desvantagens:

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated. Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

SysAid - Simple Solution, Big Outcome

Comentários: The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Vantagens:

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience. SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Desvantagens:

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Alternativas consideradas: ServiceNow Customer Service Management e ManageEngine ServiceDesk Plus

Razões para escolher o SysAid: No longer fulfilled our growing list of requirements.

Software anterior: ServiceNow Customer Service Management e ManageEngine ServiceDesk Plus

Razões para mudar para o SysAid: Cost and Versatility

SysAid - Simple ITIL ticket management

Comentários: SysAid has helped us implement ITIL within our organisation, track tickets and service records with SLA's and provide clear communication with our end users

Vantagens:

I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

Desvantagens:

I didn't like how the RDS agent on the laptops is a little bit of a hassle to install and uninstall. The RDS it self it a little bit flakey but definitely not a deal breaker. I wish the UI was more modern.

Alternativas consideradas: Zendesk Suite

Razões para mudar para o SysAid: Pricing and deployment was much easier on SysAid, the pricing was almost 1/3rd of all the competitors for the same and more featureset