Compare SCSM vs. SysAid

SCSM is ranked 5th in Help Desk Software with 9 reviews while SysAid is ranked 14th in Help Desk Software with 1 review. SCSM is rated 6.8, while SysAid is rated 9.0. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of SysAid writes "An ITIL-based service management system with powerful customisation features". SCSM is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus, whereas SysAid is most compared with ServiceNow, ManageEngine ServiceDesk Plus and Spiceworks.
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SCSM Logo
Read 9 SCSM reviews.
3,017 views|2,068 comparisons
SysAid Logo
838 views|629 comparisons
Most Helpful Review
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396,781 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
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.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.The call logging is the solution's most valuable feature. It's very easy to use.This solution is easy to use.The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.This product has helped our organization by allowing people to connect with each other.

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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.

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Cons
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.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 patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.Mobile application integration would be an improvement.It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow.The price of this solution is high and it needs to be cheaper.

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There is a learning curve for the users.

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Pricing and Cost Advice
Licensing can be complex and confusing.It is an expensive solution.It is a lower price vs. other things on the market.

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The pricing of SysAid is less than its competitors.

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Ranking
5th
out of 44 in Help Desk Software
Views
3,017
Comparisons
2,068
Reviews
9
Average Words per Review
747
Avg. Rating
6.8
14th
out of 44 in Help Desk Software
Views
838
Comparisons
629
Reviews
1
Average Words per Review
634
Avg. Rating
9.0
Top Comparisons
Compared 45% of the time.
Compared 16% of the time.
Compared 29% of the time.
Compared 12% of the time.
Also Known As
System Center Service Manager
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Microsoft
SysAid
Overview
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.
Offer
Learn more about SCSM
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Sample Customers
Fibabanka, UMC Health SystemLAN Airlines, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2020.
396,781 professionals have used our research since 2012.
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