What do you like best about the product?

The product and client solutions team are amazing

What do you dislike about the product?

I have not found aything I didn;t like yet.

What problems is the product solving and how is that benefiting you?

Automating ticket systems and the efficiency in which it does it.

What do you like best about the product?

Their responsiveness The chat is straightforward to use even when you have to transfer between techs

What do you dislike about the product?

Nothing - product is well designed and very easily adaptable to my role

What problems is the product solving and how is that benefiting you?

I use it for a ticketing system across multiple groups

What do you like best about the product?

Ticketing system is easy to use e

What do you dislike about the product?

does't do certain things that a basic ticket system should

What problems is the product solving and how is that benefiting you?

just using as a ticketing system now

What do you like best about the product?

SysAid could help to get completed different tasks

What do you dislike about the product?

Sometimes to get support at the level 1is very hard, and we need to escalate the issue

What problems is the product solving and how is that benefiting you?

We did implement the SysAid not only in the Service Request for end users, but we are also using at this moment to process IT Change Request in order we can control all internal IT activities that could have any impact.
In addition, we used to monitoring some processes and services on servers and control the software that is installed through a "white list"

Recommendations to others considering the product:

It is a powerful software, but be careful with the features that you need; when we did start using the SysAid, the MDM module was available, but this option has been stopped working

What do you like best about the product?

Great categorization tools, highly customizable forms. Simple and friendly interface for the user.

What do you dislike about the product?

Doesn't have windows agent anymore, the installation using GPO can be challenging. The app for teams could use improvements, email automation, and report customization.

What problems is the product solving and how is that benefiting you?

Better visibility of tickets. Collaboration among the different countries where implemented SysAid.

Recommendations to others considering the product:

I would highly recommend implementing SysAid if you have your procedures well documented. Otherwise, the implementation time could take longer. SysAid has great features that will help improve your service.

What do you like best about the product?

The new Self Service Portal is one of the best modules I like about SysAid. It really makes things very easier for users to submit incidents and Service Requests.

What do you dislike about the product?

I have used SysAid back in 2013 and still recommended it at my new job. I would like to see a module that lets users change their AD passwords remotely not only SysAid passwords.

What problems is the product solving and how is that benefiting you?

It's easy to assist users remotely by taking control of their screens, patch management couldn't be easier, and asset management has become simple and fun. Monitoring and alerts are beneficial in keeping systems healthy.

Recommendations to others considering the product:

If you are looking for a tool for your service/help desk and asset management, I recommend you try out SysAid. This tool is your swiss knife when it comes to IT Service Management. Not forgetting its BI module, believe me, you will love it.

What do you like best about the product?

Self-service is the goal for any good helpdesk. Writing good knowledge articles on all our regular queries all users to self serve and reduces the ticket load on the helpdesk. SysAid allows us to ensure that tasks are sent to the right people and departments simplifying repetitive tasks.
It is feature-rich and allows us to ensure that we are ITIL compliant while being in full control of all aspects of IT. The asset management and remote control options allow us to connect to the users quickly when we need to which is so important with everyone being remote.
The onboarding experience has been first class which has allowed us to quickly get value from the product

What do you dislike about the product?

As a new user, I am pretty happy so far, it is complex software in parts so needs an investment of time to set up and configure initially

What problems is the product solving and how is that benefiting you?

We got SysAid for helpdesk, assets management, and change management it allows us to have a single point of control and enables us to respond quickly to users. The knowledge base system allows our users to self-serve and has reduced our ticket numbers. The knowledge base allows us to onboard people quicker as a lot of their initial questions have articles.

Recommendations to others considering the product:

Excellent feature-rich tool

What do you like best about the product?

Automation and the request approval workflows work very nicely.

What do you dislike about the product?

The User Interface needs improvement and it would be nice to customize the Self Service Portal

What problems is the product solving and how is that benefiting you?

We are able to manage and improve our SLA's in the Service Desk

Recommendations to others considering the product:

Use SysAid its cost effective and easy to use!

What do you like best about the product?

We are using SysAid in information technology (IT). That was what we originally started using it to do: incident requests, changes, and problems. Then, people loved SysAid so much that other support departments, like human resources, finance, and our facilities department came to us, and said, "Could we also use the same SysAid platform for all the staffing in our agency who are looking for support since everybody likes the user interface?" Also, if they're asking for support around IT issues, they could theoretically ask for support around HR, finance, facilities, etc. Over the last three or four years, we expanded the use of SysAid so it's not just used for IT. It is used by any support department who provides support to the rest of the agency. E.g., our facilities management team loves it. The solution allows them to do analytics if they have a problem with a piece of equipment.

For the end user, they don't have to deal with going through multiple systems for support. They go to one system for support instead. The benefit for end users is that it's very convenient. They use the SysAid Self-Service Portal which allows them to pick different categories of requests for support, incidents, requests, etc. Then, we use the SysAid workflow engine, based on the categorization of the issue, to automatically route an issue to a particular user. If it is a payroll related issue, then it will go directly to the payroll team. If it is a HR related issue, it will go to HR team. If it is an IP related issue, then it will go to the IT team, and so on.

All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on.

Using the workflow engine in SysAid, we can automatically route incidents to the respective support teams. E.g., if support needs helps with escalating an issue because certain SLAs are not being met, all of that is very easy to manage. It makes the process very transparent, both for the person who is asking for support and also the person who is providing the support, because we can then see who is currently working on helping to resolve the issue and how long it takes for them to respond and resolve that issue. Therefore, it gives us a much better overall picture of governance, improving our ability to provide support to our staff.

In terms of resolution, we use a metric called First Call Resolution. E.g., if a person reached out to us for help, were we able to resolve that issue without having to go through an escalation process? Going through a Level 1 to Level 2 support on through that route, we have resolved about 85 percent of our issues within the first contact. That's a pretty good metric for us. Because 85 out of a 100 times, we are able to resolve the issue at the level that the issue was routed because not all issues are routed only to Level 1. There are some issues that could get directly routed to Level 2 depending on the category. Without having to go through multiple levels, we are able to resolve 85 percent of those incidents at the level which the ticket was generated. We manage those kinds of metrics, but those are not really put into some of the other support areas.

Metrics for response and resolution times are different depending on whether the issue is somebody from the service desk trying to help a person on the phone remotely versus our desktop team who travel sometimes to locations. Overall, our response time metrics typically depend on the priority of the issue. For example, with a Priority 1 issue, we respond in less than 15 minutes. For a Priority 4 issue, our response time could be as long as four hours. Usually between the P1 and P4 issues, the average response time for us is anywhere between 10 to 15 minutes no matter what the priority of the incentives. We are pretty quick with at least acknowledging the fact that we've received your issue. We will work on it and get back to you or resolve it and get back to you. We do pretty good in terms of responsiveness.

What do you dislike about the product?

We would like them to approve the security functionalities, e.g., management security features. Currently, the way society is set up in our agency is that we only have two roles. There is either end user roles, where an end user can submit requests for help and incidents, then they can see the status of what is going on with them. We also have what are called system administrators. These are people who are providing the support, but there isn't any role based security. For example, if I could divvy up the security, I would like a staff role and a manager role, so a manager can look at all the different tickets that their staff has submitted and what the status is, as end users. For support people, I would like them to be able to figure out a way to separate out the support that is provided by the IT staff versus the facility staff, HR people, or finance people. Right now, we only have two roles: Either you are an end user, but then you can also be an office admin. This means the facilities people can see every ticket that is in the support queue, which is not great. This is an area where we would like much clearer, broader role based security from SysAid.

What problems is the product solving and how is that benefiting you?

My team uses the change management software and Knowledge Base. They give us workflows and allow for an approval process. Within my department (IT), we use SysAid for change management. Anytime the network, server, application, or desktop team have to make any changes, we have templates in SysAid specifically for certain types of changes. E.g., if a server engineer would submit for a change, it gets approved by a first level manager, like a server lead or network lead. then it comes to me for approval. Only after I approve the change, do we actually implement the change and document the outcome of the change. Similarly for requests, if our end users are asking for net new equipment, e.g., they need a PC, laptop, or printer. Those requests also are managed in SysAid and the end user request is typically approved by a department manager who has budgeted approval. They come to IT for review and approval, then we will begin the procurement process, set up installation, configuration, etc. Therefore, we used SysAid for managing both requests and changes.

It also gives us the ability to host knowledge articles. Therefore, if a user is submitting a request for help with email, they have the ability to do one of two things:

They can see if anybody else in the agency has submitted a similar or related issue and what happened. Then, is this something that they can kind of help themselves?
In some cases, we actually create a one or two-page guide, where we say, "If you're trying to set up Outlook for the first time on your PC because you're a new employee, these are the steps you have to go through to set up Outlook on your PC." You don't necessarily have to contact an IT service desk to help you with that.
The user interface is easy to use. It makes it easy for users and administrators to put in different requests and get support by putting tickets in the queue.

There have been different versions of SysAid that have evolved. One of the newer things that my staff love with SysAid is their Self-Service Portal. Earlier, we only had an end user portal, which had some limitations around being able to categorize incidents differently in a better way. With the Self-Service portal, things are much clearer and simpler. For our end users, SysAid is easy to use. You don't need to do a lot of training for end users to give them access to SysAid and get them started. It gives them transparency on the process. At any time, an end user can know where a request is in the support process: Who is working on it? That is where when you look at return on investment on SysAid, I think we got a return on investment, even within our first year.

The solution’s built-in asset management is very good. We have deployed the software onto our PCs and laptops. It shows us what is going on with any app. Currently, we use SysAid to track all our end user equipment. When a user submits a request for a help based on asset management information, we know who the user is, but more importantly, where the user and the asset are located because we are an agency which has about 3,000 employees. These 3,000 employees are working out of more than 17 physical locations, and sometimes our users can work out of more than one location. Therefore, it is very important to connect the dots between an asset and a user, which is why we use the SysAid asset management system.

Recommendations to others considering the product:

One of the things that we do in my department is a lot of training for our end users on different applications: clinical and financial applications. We use SysAid and the incident data within SysAid as a guide to think about how effective our training process is. Because if you do a good job of training, then the number of requests for support should go down. Sometimes, we do training but look for patterns with the incidents, then we figured out what we need to change with our training. Or, sometimes a particular user or group of users look like they're just not getting it, so we determine if we should do reinforced or targeted training just for them. That is over a period of time and it improves the overall user experience.

What do you like best about the product?

I love the Dashboards, they show us exactly what we need to see in for the relevant "buckets", the overall flexibly is good, I also like the how configurable it is

What do you dislike about the product?

TABS! Sysaid loves to open new tabs, and I hate it. also the extra windows when sending emails on tickets! I cannot stand it and hogs local resources. I also dislike the fact you have to refresh a lot if some one else is in the same ticket as you. not very user friendly

What problems is the product solving and how is that benefiting you?

We use this as a day to day ticketing platform as well as Developemt Change, benefits of linking tickets together is very helpful and its great to see trends amung them.