What is SysAid ITSM?
SysAid is an IT service management (ITSM) and help desk software that integrates all the essential IT tools into one Service Desk. Available as a cloud-based or on-premises solution, its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.
Company Details
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceSysAid ITSM Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on SysAid ITSM.
86 Likeliness to Recommend
1
Since last award
95 Plan to Renew
77 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+82 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love SysAid ITSM?
Pros
- Respectful
- Fair
- Acts with Integrity
- Reliable
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
End User Self Serve
Technician Administration
End User Support Solutions
Integrated Knowledge Management
Integration With IT Tools
Multi-Site Functionality
Service Catalog
Multi Device Capability
Reporting
Vendor Capability Ratings
Ease of IT Administration
Vendor Support
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of Customization
Ease of Data Integration
Product Strategy and Rate of Improvement
Quality of Features
Availability and Quality of Training
SysAid ITSM Reviews
Edgar V.
- Role: Information Technology
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Jul 2023
SysAid is and will continue to be the axis of IT
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
SysAid is and will continue to be the axis where the IT indicators and of course the business are created. SysAid allows us to adjust to our needs and growth mainly because it has the necessary functionalities for the correct administration of IT processes and in turn provide the best user experience.
What is your favorite aspect of this product?
Definitely one of the features that I like the most about SysAid is its adaptation to our needs. As a business we grow and implement functions for other areas that are not IT
What do you dislike most about this product?
Well, I don't really dislike it, but it would be great if Gantt charts and baselines were included in project management.
What recommendations would you give to someone considering this product?
For those who are looking to solve both their software and hardware inventory problems, SysAid is an excellent solution that integrates assets with incidents and other ITIL processes.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Trustworthy
Daniel U.
- Role: Information Technology
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Jul 2023
L:ots of Customizations, Needs smoother interface
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
The customizations make it a big difference and allow for multiple sets of users to have easier use of the system.
What is your favorite aspect of this product?
Comes back to customizations I can make the product more my own and allow it to look the part.
What do you dislike most about this product?
I do not like the interface when it comes to incidents. I wish they were more appealing to the eyes and better to understand what is active and what is solved.
What recommendations would you give to someone considering this product?
Look in other places and make sure to compare. We started with Sysaid and ended with Invgate. Unfortunately I lost customizations that I had with Sysaid but have a better experience understanding the issues and what is active.
Pros
- Reliable
- Efficient Service
- Effective Service
- Caring
peter a.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jul 2023
SysAid ITSM Tool, Cost Saving
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
SysAid is less expensive compared to serviceNow and Remedy yet performs same basic functions as ITSM tool.
What is your favorite aspect of this product?
The ease of use of it API. It API integration with other tools we use like Microsoft Teams and Solarwinds was very easy. We are looking at doing integration with vmWare as well.
What do you dislike most about this product?
The only problem I have with SysAid is it CMDB model not capable of detecting changes on configuration files.
What recommendations would you give to someone considering this product?
I recommend you to always use their Professional Service, just avoid the stress.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing