SysAid
SysAidReviews from AWS customer
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SysAid
What do you like best about the product?
SysAid makes it easy to submit a ticket to your IT department if you are experiencing problems.
What do you dislike about the product?
I wish there were a way to use this if you can't get into your computer but have access to your phone.
What problems is the product solving and how is that benefiting you?
Benefits include rating your level of IT problems such as low, medium, high, and emergency. This is helpful for the IT department to help prioritize tickets.
Great User and Admin experience!
What do you like best about the product?
Simple to use, it is a very configurable tool, and you can effortlessly track your tickets. We use SysAid for everything from Requests to Problem Management and Configuration Management.
What do you dislike about the product?
Sometimes using customizable fields can be a little hard to learn how they work; they should offer an easier way to create and manage customizable fields, beyond that, a great tool.
What problems is the product solving and how is that benefiting you?
With SysAid, we have solved an issue regarding Service Desk; before that, we had no Service Desk service at all, so SysAid became an important factor for us when we decided to go for Service Desk
experience with SYSAID
What do you like best about the product?
The ease of use of the tool is very easy and intuitive for end users, very aligned with ITIL
What do you dislike about the product?
The reports of each asset should be able to be modified
What problems is the product solving and how is that benefiting you?
The management of incidents, requests, equipment inventory is better organized
Recommendations to others considering the product:
Try the tool first; it is very easy to install and use; compared to other service desk tools SysAid makes it easier
SysAid: Incident management tool
What do you like best about the product?
I have been using this tool for the last three years. We use this tool to assign, create incidents, problem records, service requests, change requests, etc. We have integrated this tool with Control-M so whenever there is an unusual happens on control M like a job not started or failed or running behind the schedule or running late or running more than expected time, we receive and incident against it on SysAid.
What do you dislike about the product?
When we route the multiple incidents of the same group to a particular group, it lands in some other groups sometimes.
What problems is the product solving and how is that benefiting you?
We have integrated this tool with Control-M, so whenever there is an unusual happens on control M like a job not started or failed or running behind schedule or running late, or running more than expected time, we receive an incident against it on SysAid.
Great service, great price, great ITSM.
What do you like best about the product?
Their support staff are brilliant; they have been very keen to help resolve problems, even bizarre ones. The price point fits what we can purchase within our organisation. The application is very customisable and allows us to cater for a wide range of requests and incidents, as well as streamlining our Change process.
What do you dislike about the product?
The self-service portal lacks some functionality that we feel is necessary, but the system has a large range of APIs that will allow us to build our own. Luckily we have a development team to enable this.
What problems is the product solving and how is that benefiting you?
Our previous ITSM was archaic and a critical vulnerability on the estate, with SysAid being SaaS; we don't have to be concerned with that. We're also aiming to increase the "shift-left" strategy to enable more users to self-service than we previously had, enabling us to meet our SLAs better.
Recommendations to others considering the product:
It will enable you to do a great many things, but you need to know your own processes or the key value-add won't be achieved.
The best plattform of help desk
What do you like best about the product?
I like the platform and the quick responses of the technicians, and above all, the follow-up of the cases is constant and fast
What do you dislike about the product?
Nothing is unique; everything meets what I like
What problems is the product solving and how is that benefiting you?
I have a problem with a custom notification that the end-user isn't received. With the personal of the SysAid, I solved this problem, and the user is happy.
Recommendations to others considering the product:
Definitely
Very helpful and easy to use.
What do you like best about the product?
The responsiveness and support of dedicated team
What do you dislike about the product?
The limited time attributed for onboarding sessions
What problems is the product solving and how is that benefiting you?
Planning and ticket management. When it is automated and at the fingertips of users, it becomes easier to manage time and recurrent issues
Recommendations to others considering the product:
Very helpful and easy to use
Excellent ITSM application for driving exceptional service performance
What do you like best about the product?
An extensive suite of modules supports most of the service management processes with backend automation workflow that is configurable and customizable to suit your specifc business needs/requirement, based on your unique operational context.
What do you dislike about the product?
Lack of a training/certification program.
The discontinuation of the native mobile app which had reliability, UI & UX benefits, in favor of a browser based mobile app which may experience slow response/load times due to connectivity related issues.
The discontinuation of the native mobile app which had reliability, UI & UX benefits, in favor of a browser based mobile app which may experience slow response/load times due to connectivity related issues.
What problems is the product solving and how is that benefiting you?
Integrated process management, e.g., between incident, request, problem, change, asset and service level management processes.
Service orchestration feature to help process automation and solution delivery.
Provision of an IT and Enterprise Service Portal for customer engagement and business productivity.
Service orchestration feature to help process automation and solution delivery.
Provision of an IT and Enterprise Service Portal for customer engagement and business productivity.
Good product that ticks a lot for the price, with a great team behind it to help when needed.
What do you like best about the product?
This product ticks a lot of boxes for us, Incident management, asset management, reporting. Help and support when needed too.
What do you dislike about the product?
For some users, there could be a lot of configuration if they have not done this before. The level of customization and personalization is almost endless.
What problems is the product solving and how is that benefiting you?
We were looking for a solution that would guarantee data location and add best practices as we go. The self-service portals and ability to split by category and customer have added to our platform.
Recommendations to others considering the product:
There could be a lot of effort required depending on your setup, but it is worth the effort.
Fantastic product: Good price and great functionality
What do you like best about the product?
Easy to use, great integration with Active Directory, great ticket system that is searchable, cmdb allowing us to keep on top of hardware and software inventory plus a self-service portal.
What do you dislike about the product?
Absolutely everything. I especially like that it allows me to concentrate on the big issues by taking care of the small stuff.
What problems is the product solving and how is that benefiting you?
With the CMDB function, I have been able to see what software and hardware is installed and have been able to tidy up an inherited Active Directory and have a searchable knowledge base. It has saved me a lot of time and provided a lot of information that helps me make informed decisions.
Recommendations to others considering the product:
It is an excellent product, and if you want to automate the process of logging tickets and providing a self-service portal, it is a great tool.
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