We performed a comparison between ServiceNow 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."What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"Very good incident management, chain management and problem management features."
"Everything about the schema, including the design of ServiceNow, is great."
"The most valuable feature is the flexibility of development for customization."
"I have found the workflows and integration the most valuable in this solution."
"You can scale the solution."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The solution can scale."
"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."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"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."
"I would say the overall flexibility of the product is its most valuable feature."
"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."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"I would like to see Advanced Intelligent Automation."
"The solution could improve by being more stable."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Making a mobile version would be helpful."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"The pricing structure could be more budget-friendly."
"When it comes to changing some of the features, I would like a little more leeway."
"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."
"There is a learning curve for the users."
"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."
"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."
"We would like them to approve the security functionalities, e.g., management security features."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
ServiceNow is ranked 1st in Help Desk Software with 211 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. ServiceNow is rated 8.4, while SysAid is rated 8.4. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas SysAid is most compared with JIRA Service Management, Spiceworks and Freshdesk. See our ServiceNow vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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