SysAid

PROS & CONS

What are the best aspects of this product?

It Easy of Use.
Ability to raise service request and assign to right team
Asset Inventory and it capability to assign to a service request

What aspects are problematic or could work better?

The agents inability to upgrade when using the RDS. Agents must be able to upgrade with or without FIPs disabled.

What features/services would you like to see in future versions of this product?

I will like to see Auto CI relationship mappings. I will like to see Dashboard for Folder/ File /Configuration content changes.

What specific problems in your company were solved by this product?

ISO20000, ISO27001 Audit issues were partly resolved by the Asset Management part of this product

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

SysAid provided all the features that we were looking for at a reasonable price. The support provided by the company is excellent, all my tickets are answered within an hour, and all issues we've encountered have been resolved. The interface is intuitive and easy to use, While remaining highly customizable.

What aspects are problematic or could work better?

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

What features/services would you like to see in future versions of this product?

Support for mobile devices

What specific problems in your company were solved by this product?

We had a lot of noise coming from the business around customer satisfaction, but SysAid Was able to give us insight into areas as to how to improve our service and standing.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Easy of use and configure, our end users are non-IT people, and they manage the software very easily

What aspects are problematic or could work better?

Translation, we are Spanish speaking, and some of the management screens are in English.

What features/services would you like to see in future versions of this product?

video recording of the issue, not only screen capture.

What specific problems in your company were solved by this product?

Lowered the response time solving a ticket, and increase compliance.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

The ease of use and tracking of reported incidents is excellent, it is very easy to install and maintain equipment inventory.

What aspects are problematic or could work better?

With the tools that we have in the company, the reality is that we have not had serious problems, and those that do arise are supported by SysAid's support staff to solve them. The reports section could have more options, although it may be a matter of the version we use.

What features/services would you like to see in future versions of this product?

The version we use does not have all the functions available, however for now the ones it does have are sufficient. In the future you could use others that today already exist in more complete versions of SysAid.

What specific problems in your company were solved by this product?

In our company it has been of great help to have control of the equipment inventory since it allows us to know the HW and SW installed in the equipment, it is also very simple to raise incidents and follow up on them.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

We really like this product and the ITSM functionality for the price is outstanding for what is offered. Network discovery for both hardware and software is excellent, also the ability to monitor assets health is really great and gives us the ability to be proactive with issues. The Self Service Portal is easy to use and has all the functionality you would want to create a service catalog. Integration with email and end users is really easy. Great support that resides in the same hemisphere. Great trial period support on set up and free onboarding.

What aspects are problematic or could work better?

Some of the customization is really convoluted and difficult to do and some of it is amazingly simple. I do not understand the lack of continuity in the ability to customize. Reporting could be stronger, canned reports are adequate and the interface is a bit clunky. If you set some fields to be mandatory it requires all similar fields to be mandatory. If you set the Category field to be mandatory it then requires both the Subcategory and third level fields to be mandatory.

What features/services would you like to see in future versions of this product?

Better and easier reporting and a standardization on customizing views and screens.

What specific problems in your company were solved by this product?

Managing service issues with users and the ability to monitor hardware and keep track of hardware inventory.

Are you a current user of this product?

Yes