The initial setup was complex since it took a few months, but we got all the help we needed from SysAid's end. So, it worked out even though it was complex.

The setup was pretty straightforward. SysAid's professional staff did a really good job of helping us understand how the tool works and what was important to consider as we were setting the tool up. Once we had that knowledge, it was pretty straightforward to do and maintain. It works very well.

For maintenance of SysAid I do the front-end administration and my team of three system admins does the back-end infrastructure stuff because we link to LDAP for users and the like. It's one system admin function and that's a very small part of their overall responsibilities. For us, maintenance is not a big investment.

The initial setup was really simple. There were some bits that were complex like the workflow work was hard but now it's getting better. Generally speaking though, it was great when we had a consultant, where we had a session every week and then I'd go away and make the changes. Now I'm a project manager for Ark and I've been an IT manager in the past, but I did the setup myself. It's not complicated at all.

They provided us with a solution architect who understood what we were trying to achieve and would guide us. They classify us more to knowledge transfer, rather than consultants. They teach me how the system works and how to use it for ourselves. The system that they provided is part of the subscription cost for the first year.

Because of my own issues, it probably took about three months to do properly. I think you could do it in days or weeks if you push hard enough. But we were all doing it as part of other jobs. It's not a difficult deployment.

We pretty much replicated what we had before in a lot of cases. All the categories and types were very similar to the tool we had before, just to keep the sectors going while we added some extra features and bits. We didn't migrate data from our previous tool and it was one variable, but once we had everything, we were happy, and we tested it to a relevant point. We stopped using one tool and we started using the new one the next day.

We had other people involved in the deployment. So we had the head of our service desk, he obviously was quite heavily involved. We had our change team involved, which is all data users involved, the self-service portal testing. But it was only a small team and it was done in chunks. We spent a few hours a week on it, rather than if we sat for a few blocks a day, we would have probably gotten the job done a lot quicker.

No one's doing administration for it full-time. I do bits and pieces of it. One of the sellers stepped in to do bits of it.

The initial setup was very straightforward.

The initial setup is complex because there were a lot of back-end configurations that needed to be adjusted. We are a medium-sized company, working on so many different things, and we had to configure each end end user. Then, we had to create our templates and configure each request. Though, there are some things you could do before the template. 

The initial setup was quite complex and when we started we started with the free version as a test. It was a trial. Over the months and years, we noticed that there are quite a few things that were not really thought through at the beginning, from our side. This means we had to redo or find a workaround to work with on the actual version. When you use the free version, there aren't many guidelines in regards to the various modules, how to set them up, and what's the thought behind it to set them up the right way. It's a bit of a learning process and you get used to it over the years. You will figure out what you did wrong in the beginning because you were not aware.

The overall setup itself is quite easy and straightforward. There is nothing that is an issue.

The deployment itself took us two to three days. It was more of a setup to get everything set up in the right way. Currently, it was a test system. I was working on my own on these apart from dealing with all other requests for the time being. It took me a few months to get it implemented. This was due to the additional workload. If you really concentrate on it and work on it, then I would say, it takes you two to three weeks to set up.

Our strategy was to monitor the workload of the IT department because we had the impression that the staff was overwhelmed by the workload, but we couldn't monitor it and we couldn't prove it. Then we wanted more end-user transparency to show them that a request they worked on is finished. The ticket is either closed or we have to deal with it with an external supplier.

The SysAid team provided excellent service to implement the solution for us. From the very first day, we received an account 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. They were patient and answered all of our questions. With this process, we could easily become familiar with SysAid and use it in a steady approach. I would give it five out of five stars for this service alone!

The solution's initial setup is very straightforward, even for someone with less IT knowledge.

I wasn't part of the team when it was implemented, however, it's my understanding that it was straightforward mainly due to toll and the fact we were not migrating any historical records. I haven't heard about any hiccups in implementation.

The initial setup is easy, and, on top of that, it's simple to configure and customize. It's not a difficult process at all. 

We give support for the maintenance, which includes the customizations for our customers. If they don't have specific resources for doing customizations, we can jump in and assist. For example, if they need to create a new web-flow, if the customer doesn't have resources, we will do the maintenance part. Other than that, the implementation is easy and there isn't really a maintenance requirement as all the updates automatically get pushed live from the cloud.