We performed a comparison between SCSM and SysAid based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is one of the most stable solutions in the market."
"The most requested feature from our customers is the helpdesk ticketing system."
"This solution is easy to use."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"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."
"I would say the overall flexibility of the product is its most valuable feature."
"The solution can scale."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Currently, SysAid does not have a mobile application."
"SysAid has fewer AI features compared to other tools."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"There is a learning curve for the users."
"We would like them to approve the security functionalities, e.g., management security features."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
SCSM is ranked 14th in Help Desk Software with 23 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. SCSM is rated 7.0, while SysAid is rated 8.4. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and Freshservice, whereas SysAid is most compared with ServiceNow, Spiceworks and JIRA Service Management. See our SCSM vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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