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
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Real user data aggregated to summarize the product performance and customer experience.
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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
- Role: Information Technology
- Industry: Not for Profit
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2020
Great helpdesk solution
Likeliness to Recommend
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted May 2020
Fantastic support and Customization
Likeliness to Recommend
Pros
- Caring
- Respectful
- Fair
- Helps Innovate
Edward P.
- Role: Information Technology
- Industry: Construction
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2020
Great product for a great value
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
The thing that separates SysAid from other similar products is the price. You get a lot of good features for a really good price.
What is your favorite aspect of this product?
We have been using for 5+ years, the application is very user friendly which makes it easy for our staff to input service requests. It is reliable. The few times we have had any issues with the software in all the years the support has been very responsive. Reliable, reasonably priced and excellent customer service.
What do you dislike most about this product?
The service catalog feature is not as Intuitive and complete as in other products that I had used.
What recommendations would you give to someone considering this product?
There is not other product that offers the same features for this price. Buy it!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing