Compare SCSM vs. SysAid

SCSM is ranked 8th in Help Desk Software with 7 reviews while SysAid is ranked 11th in Help Desk Software with 1 review. SCSM is rated 6.4, 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, ManageEngine ServiceDesk Plus and JIRA Service Desk, whereas SysAid is most compared with ServiceNow, ManageEngine ServiceDesk Plus and Spiceworks.
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CA Service Desk Manager Logo
4,098 views|1,736 comparisons
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Read 7 SCSM reviews.
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839 views|631 comparisons
Most Helpful Review
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: November 2019.
383,444 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
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.It helps when you have an incident or performing a problem change management process.We can search open and closed cases to find what we have done in other incidents.Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.

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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
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.The monitoring tool is in need of improvement.The interface for the users is a bit old-fashioned and not user-friendly.We would like the CMDB to be populated automatically. At the moment, everything is manually created.We would like more information about all the configurations that we have on our infrastructure side.Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.

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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.Once we had an issue with a desktop download that would not open.

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There is a learning curve for the users.

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Pricing and Cost Advice
Information Not Available
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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Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service InsightSystem Center Service Manager
Learn
CA (A Broadcom Company)
Microsoft
SysAid
Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

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 CA Service Desk Manager
Learn more about SCSM
Learn more about SysAid
Sample Customers
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, StefaniniFibabanka, UMC Health SystemLAN Airlines, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank
Top Industries
REVIEWERS
Healthcare Company29%
Financial Services Firm20%
Government8%
Transportation Company4%
VISITORS READING REVIEWS
Software R&D Company31%
Insurance Company10%
Comms Service Provider8%
Financial Services Firm8%
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Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: November 2019.
383,444 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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