Enabled us to have a better workflow for tickets and provides us with multilayered service management
What is our primary use case?
We're an unusual company where we don't have a traditional IT service desk. We do have an IT support team, we have a separate networks team, and we have our general client service desk. So what we wanted from SysAid, is something that was more customizable, more user-friendly, and didn't require huge amounts of consultancy to maintain and develop. We've got 14 directly using it, in various small service desk roles and three different IT-type network teams who do general client service desk. Most of my environment is in IT. We do have a very large network of organizations that we've built and… more »
Pros and Cons
"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 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."
What other advice do I have?
The service desk and automation orchestration have not yet affected our employee onboarding processes. We are expecting it to be more automated. We'll also have workflow around it for approvals and for new starters. We want it to create tickets for laptop builds and stuff like that. That's all planned for the future, but it's not quite there yet. My advice would be not to wait long to change. SysAid is so much easier than the previous tools we had. I wouldn't hesitate to use it anywhere else in the future. I'm confident in installing a new version of SysAid and getting it up and running in a…