Compare Serviceaide Intelligent Service Management vs. SysAid

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Most Helpful Review
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Quotes From Members

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

Pros
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

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"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 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.""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.""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.""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.""The simplicity of the solution is excellent."

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Cons
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

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"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.""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.""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.""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.""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."

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Pricing and Cost Advice
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"SysAid is a good solution, especially from a pricing perspective.""We saw our investment back at the end of year one.""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.""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."

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Top Answer: The simplicity of the solution is excellent.
Top Answer: The pricing is very good. It's an affordable tool in comparison to other market leaders.
Top Answer: In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it. Monitoring in our organization needs… more »
Ranking
31st
out of 56 in Help Desk Software
Views
282
Comparisons
134
Reviews
1
Average Words per Review
448
Rating
6.0
6th
out of 56 in Help Desk Software
Views
1,088
Comparisons
618
Reviews
6
Average Words per Review
2,119
Rating
8.2
Popular Comparisons
Also Known As
Serviceaide ISM, Nimsoft Service Desk, CA Cloud Service Management
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Overview
CA Cloud Service Management is an innovative Service Management solution architected to speed and streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks.

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 Serviceaide Intelligent Service Management
Learn more about SysAid
Sample Customers
Oakwood Systems Group
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
Top Industries
REVIEWERS
Financial Services Firm25%
Healthcare Company25%
Marketing Services Firm13%
Educational Organization13%
VISITORS READING REVIEWS
Comms Service Provider26%
Computer Software Company20%
Retailer16%
Non Profit9%
Company Size
REVIEWERS
Small Business20%
Midsize Enterprise7%
Large Enterprise73%
REVIEWERS
Small Business29%
Midsize Enterprise14%
Large Enterprise57%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: May 2021.
501,818 professionals have used our research since 2012.

Serviceaide Intelligent Service Management is ranked 31st in Help Desk Software with 1 review while SysAid is ranked 6th in Help Desk Software with 6 reviews. Serviceaide Intelligent Service Management is rated 6.0, while SysAid is rated 8.2. The top reviewer of Serviceaide Intelligent Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". On the other hand, the top reviewer of SysAid writes "Enabled us to have a better workflow for tickets and provides us with multilayered service management ". Serviceaide Intelligent Service Management is most compared with ServiceNow and Clarity SM, whereas SysAid is most compared with ServiceNow, Spiceworks, ManageEngine ServiceDesk Plus, BMC Helix ITSM and TOPdesk.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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