ServiceNow vs. SysAid

ServiceNow is ranked 1st in Help Desk Software with 24 reviews vs SysAid which is ranked 20th in Help Desk Software with 1 review. The top reviewer of ServiceNow writes "As a cloud solution it reduces our support costs and development of processes is faster". The top reviewer of SysAid writes "It improved our average response time to our customers". ServiceNow is most compared with BMC Helix Remedy, Micro Focus Service Manager and Zendesk. SysAid is most compared with ServiceNow, ManageEngine ServiceDesk Plus and JIRA Service Desk.
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Quotes From Members Comparing ServiceNow vs. SysAid

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros
In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic.The most valuable feature is the flexibility of development for customization.ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support.

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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
For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow.There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great.It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved.

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There is a learning curve for the users.

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Pricing and Cost Advice
ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.It has a higher cost compared to local/regional solutions.The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.

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The pricing of SysAid is less than its competitors.

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Ranking
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70,442
Comparisons
24,712
Reviews
21
Followers
1,222
Avg. Rating
8.6
Views
1,683
Comparisons
761
Reviews
1
Followers
198
Avg. Rating
8.0
Unranked
In Help Desk Software
Top Comparisons
Compared 16% of the time.
Compared 6% of the time.
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Compared 18% of the time.
Compared 12% of the time.
See more SysAid competitors »
Compared 29% of the time.
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ServiceNow
SysAid
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Overview

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

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.
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Sample Customers
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow LAN Airlines, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank
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Top Industries
REVIEWERS
Financial Services Firm
14%
Healthcare Company
14%
Insurance Company
11%
University
10%
VISITORS READING REVIEWS
Financial Services Firm
18%
Pharma/Biotech Company
7%
Energy/Utilities Company
7%
University
7%
No Data Available
No Data Available
Company Size
REVIEWERS
Small Business
12%
Midsize Enterprise
11%
Large Enterprise
77%
VISITORS READING REVIEWS
Small Business
16%
Midsize Enterprise
20%
Large Enterprise
64%
No Data Available
No Data Available
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