Most Helpful Review
Enabled us to have a better workflow for tickets and provides us with multilayered service management
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
The reporting is very good.
The most valuable feature is the reporting of incidents.
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.
The most requested feature from our customers is the helpdesk ticketing system.
Many more features than other comparable products.
SCSM is easy to learn because all of the material, including training videos, can be found online.
A very convenient package like an all-in-one tool but it is actually five or six products acting well together.
The solution is quite easy to integrate with other Microsoft products.
It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.
It tracks everything that the technicians are doing. We can account for time and manage resources.
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.
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.
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.
The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us.
The configuration could be easier.
We would like to see a web-based interface that works on mobile devices.
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.
The user interface needs to be improved.
They need more integration with open-source products.
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.
Resources for understanding compliance and relative compliance need to be made available.
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.
The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields.
The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.
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.
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.
We would like them to approve the security functionalities, e.g., management security features.
There is a learning curve for the users.
Pricing and Cost Advice
The price should be lower.
Licensing can be complex and confusing.
It is an expensive solution.
It is a lower price vs. other things on the market.
Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests.
Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you.
SysAid is a good solution, especially from a pricing perspective.
We saw our investment back at the end of year one.
The pricing of SysAid is less than its competitors.
Questions from the Community
Question: What do you like most about SCSM?
Top Answer: The most requested feature from our customers is the helpdesk ticketing system.
Top Answer: The solution does charge for add-ons and third party installations most of the time.
Question: What do you like most about SysAid?
Top Answer: 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… more »
Top Answer: One of the factors that, when I was first looking at tools, made SysAid attractive was the initial cost for bringing the system in. I found it to be very reasonable and very appropriate for what you… more »
out of 56 in Help Desk Software
Average Words per Review
out of 56 in Help Desk Software
Average Words per Review
Compared 48% of the time.
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Also Known As
|System Center Service Manager|
|System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.|
Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.
Learn more about SCSM
Learn more about SysAid
|Fibabanka, UMC Health System||Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank|
Computer Software Company27%
Computer Software Company22%
Comms Service Provider8%