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.

What do you like best about the product?

Ease of use.
Easy configuration.
Great after-sales

What do you dislike about the product?

Absolutely no comments.
Everything went as planned.

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

Tickets
Patch deployement

What do you like best about the product?

accessibility and easy way to troubleshoot remotely. communication with your clients or employees and maximization of time.

What do you dislike about the product?

It could improve the communication of the technicians a bit

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

Solutions for remote tasks, communication with clients, solving tasks in an organized and prioritized manner.

Recommendations to others considering the product:

Sysaid offers the comfort of working and managing tasks in an organized and remote way and offers the best methods to be able to communicate with the specific and trained areas to solve any incident.

What do you like best about the product?

SysAid tool is ok overall
Support at SysAid is helpful

What do you dislike about the product?

The admin UI is old and bulky
Not intuitive when setting up
Missing some key features

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

Centralizing all IT related issues into a Helpdesk
Keeping track of issues and identifying recurring issues

What do you like best about the product?

I liked the way everything ran smoothly from the first sales meeting up to the onboarding process.
The convenience of having a service representative communicate in a different language is a plus for me.

What do you dislike about the product?

Not much to dislike so far. Just the onboarding process takes a bit longer than expected. SysAid could improve this in the future by having a meeting right after the quote process.

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

We are solving an issue with a customer. They needed a ticketing service, and SysAid was the better option compared to others in the market. It helped the business performance by far.

Recommendations to others considering the product:

This service is an excellent solution for ticket service. Just be prepared to have time to spare for the onboarding process; it takes a while.

What do you like best about the product?

The user interface is great. Like that they can submit a ticket from the desktop with a screenshot or video. It allows the end-user control of submitting tickets.

What do you dislike about the product?

Putting in categories is cumbersom. There is no easy way to do it. Trying to figure out the sso single signon has been challenging. But once configures all works out ok.

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

Common problems, like navigating a SharePoint site and permissions. Users being able to understand Office 365. Unterstanding Outlook rules. We have discovered end of life workstations.

What do you like best about the product?

Overall, it is a pretty efficient system with a lot of different features. It does enable users to quickly and easily submit tickets to the HelpDesk, even when they don't understand the problem they are having since all they know is that they are sending an email for assistance.

What do you dislike about the product?

Patch Management is a bit clunky and is not granular enough. It also does not have a rollback feature or a way to split which machines get updates now versus later (or at all)

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

The ease of submitting a generic ticket via email is a big plus. Users don't need to fill out anything. They email and go. They don't need to categorize their ticket since overall, they usually coded it wrong anyway.

What do you like best about the product?

The overall design can easily be changed as business changes happen.

What do you dislike about the product?

Nothing - it was a very positive experience

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

Our customers now have eyes on their service tickets. They can see where the item is in the repair process and when it will be returned to them.

What do you like best about the product?

-Ticket registration and tracking
-Workflow management
-Self-Service portal
-Reporting and Feed-back/Notification
-ITIL-Compliant
-Flexible and Customizable

What do you dislike about the product?

Workflow Design is powerful but has a learning curve

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

SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organization's needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

Recommendations to others considering the product:

Consider the quality of the product but also the superb quality of the setup and configuration assistance and the quality of post-sales support. They really excel at that. We were told many times that an implementation success of ours was also an implementation success of theirs and it shows.