Item: SysAid
Rating: 10
Author: peter awortwe

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

We use SysAid for our ITSM and Asset Inventory. SysAid address our business case of logging incident and tracking to resolution. Change management team has been able to address audit issue of ability to track changes per ITIL standard. Asset Inventory and CMDB has also be marked out of audit. We are currently using SysAid Knowledgebase module to drive our AI initiave to help users have a faster self-service

Pros and Cons

Pros

Incidence Management
Problem Management
Request management
Customize Reports
Asset Inventory
Knowledge Management

Cons

CMDB Relationship mapping
Software License Management
Knowledge Management

Return on Investment

Cost Savings on ITSM tool
MTTR

Automated Workflow

The workflow is one of the fantastic part of SysAid that i have enjoyed using. This has reduced workload on tracking decommissioning assets and analyzing changes logged. We have also implemented workflow for knowledge articles to ensure support can easily share knowledge in the area. Now the team does not need to chase stakeholders for change approving as the workflow has given them the ease of doing that.

Time To Value

Within the project phase ,it took us 4 months to start managing assets. Ticket management was within the month

Alternatives Considered

BMC Helix ITSM (Remedy)

We selected SysAid because of cost saving and doing same ITSM job

Key Insights

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

Other Software Used

SolarWinds AppOptics, Microsoft Teams

Likelihood to Recommend

SysAid has served as well after implementation. Audit requested for a specific Problem ticket and it relating incidence and change tickets. It was amazing how all these tickets had been linked to each other showing history of activities done. At our service management meeting SLA standings of each unit was provided upon request by the units using BI Analytics. This served service management team from a whole lot of argument and disputes that we used to have with various units. The only challenge with this BI Analytics is that it is unable to give us required data requested by Change management

SysAid Feature Ratings

Using SysAid

Users and Roles

1000 - Consumer, Corporate ,IT, Finance, Human Resources,

Support Headcount Required

15 - These people supporting sysaid in-house are service desk analyst and requires just the understand of how SysAid works as SysAid has made it interface and guides easy to use

Business Processes Supported

Management of Change approvals
Management of Software Product Licenses , though not as perfect as we need
Mangement of incidence and Request

Innovative Uses

Approval workflows for request
Work orders for managing request that takes more than agreed SLAs

Future Planned Uses

AI to manage ticket resolutions

Likelihood to Renew

Because SysAid is cheaper and cost effective than the other ITSM tools

Evaluating SysAid and Competitors

Products Replaced

Yes - We replaced Remedy as SysAid was cost effective

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use
Other

Cost effectiveness

Evaluation Lessons Learned

We will include a complete software license module as criteria in our selection process

SysAid Training

Training Types Used

Online Training

In-Person Training

Online Training

The training webniars were made simple and easy to grabs

SysAid Support

Support Rating

Support is very polite and always seek to understand request. On chat, support always share as much guides as they can give. I love the business managers as well. Miron has been great in support our team in getting a lot of our request fulfilled.

SysAid Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

Yes we have Premium support purchased to handle most of our special projects as SysAid does not have those functionalities and reports as default.

Bug Resolution

Using SysAid

Usability

The platform is easy to navigate around even as a new user. It is even much easier to duplicate workflows for reuse.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	Difficult to use