There is a way to test SysAid first before adopting it. I suggest trying to use the test site SysAid creates for you, where you can try out all the features on your own. They give you a link to it, and you can test it for a month. In short, I would say test and try it before you buy. Also, SysAid is my fourth ticketing system, and they're pretty solid. Overall, I rate the solution a nine out of ten.

If you have a service management strategy and model of support, that integration of key elements that are important to your organization — whether it's incidents or service requests or problem management or asset management or a CMDB database — becomes very important. The fact that they're all in this one tool is a nice thing to have, both in terms of functionality and cost.

We don't use the asset management. We use the CMDB for our inventory and we went to that because the barcode scanner app currently only functions with the CMDB. I made the decision to use the CMDB in the capacity of tracking our inventory because once we get our inventory in, I want my techs to have a quick, easy, and efficient way to scan an asset to make sure it's in the database. If I used the asset management system in that capacity, I would have lost that functionality.

Overall, I would give the product about a nine out of 10. It brings a lot to the table. It is a very simplistic system in a very good way. There are definitely some growth opportunities for it and I'm excited to see how they'll grow the tool. Overall it is a good solution for our purposes as a mid-sized college, the school of business, within the university. It's a good solution for a small or mid-sized organization that wants to create a support model using an integrated tool. It fits the bill really well.

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 matter of weeks, without any support from SysAid. It's that simple the second time around.

You've got to have a clear understanding of what you want and that there are limitations. If you set out your requirements with them when you start and you've got a clear understanding of what you're trying to achieve, then they'll help you achieve it. I think that's critical. If you don't know what you want, then they can't help you. They're not consultants in that way. They know their tool really well, but you need to understand what you're trying to achieve.

I would rate SysAid an eight out of ten. Most of the stuff it does is very good. There is some very simple stuff, the constant improvement is really nice. There are still some bits that are either complex or easy to break. If you're not very good at SQL you can write a query and there are ways to fix and bring it back. But you can break the views and reports quite quickly if you don't know what you're doing. 

We are overall, very pleased with the product. I'm happy with it. A few people in the organization were a bit hesitant when we made the decision to go to it and they didn't like it, but they are embracing it now, which is good.

One of the things that we do in my department is a lot of training for our end users on different applications: clinical and financial applications. We use SysAid and the incident data within SysAid as a guide to think about how effective our training process is. Because if you do a good job of training, then the number of requests for support should go down. Sometimes, we do training but look for patterns with the incidents, then we figured out what we need to change with our training. Or, sometimes a particular user or group of users look like they're just not getting it, so we determine if we should do reinforced or targeted training just for them. That is over a period of time and it improves the overall user experience.

I would rate this solution as a nine (out of 10).

Once you implement a system like SysAid, it changes IT and pushes the business and goods forward. If you work at an older company, you will have people with a seasoned mentality. It is to be expected that you will have to get everybody onboard with the new technology. This is why we still take calls, and we shouldn't be taking calls. A person should be telling them to do tickets because tickets have kept us on track. However, because we have newer and older mentalities, the people with the older mentality will always try to do a call, so we accommodate that. We really need to move away from that and keep it strictly emails and tickets, since emails go straight into tickets and tickets go straight into the system.

We have the client-side interface that looks at our data. It has no big graphics nor fancy graphics. It's a straightforward interface, which is fine.

They have a lot of integrated applications, like TeamViewer, built into their platform. 

There are a lot of other features that we will explore because we are growing now. We are now taking the time to see what SysAid offers. We are looking to have some of the features that we have in other third-party platforms, like remote control and asset management, into SysAid under one platform. This will make it easier to manage, generate reports, and integrate. 

We can't automate yet in our current version because we don't have the password reset and password unlock. We are thinking of getting this. 

I would rate them a nine out of 10. If they make the reporting easier, then I would give them a 10.

We haven't seen money savings via automation capabilities yet but going forward, as we are introducing it at the moment and as we are in these circumstances with the pandemic and with tourism, we will have a smaller team. We will be able to do the same work with a smaller team. We will have savings going forward with the automation, which we need to have implemented. 

With the openness and transparency, the first thing I learned was, people are really looking into it and you need to be up-to-date with the system. It has nothing if you have tickets and you don't have to change any stages or you just deal with it. It has to be transparent and used. You need to get used to it. You need to bring down barriers from departments that should use SysAid with every ticketing system. It takes them more time to send the ticket than picking up a phone or just dropping an email. On the other side, they have the transparency and the knowledge where the ticket is. 

I would rate SysAid an eight out of ten. 

This system is quite powerful, but there is a learning curve for administrators.

Our customers use the enterprise edition and the standard edition of SysAid. We provide local support, but there are some things we have to escalate to SysAid. When we need support, we use their support portal, which has online chat functionality.

Compared to other ITSM tools, SysAid can be rated high in terms of product functionalities and features. The solution's technical support is also good.

Overall, I rate SysAid an eight out of ten.

We're just a customer and an end user. We don't have a business relationship with the company.

The biggest lesson I've learned is that it's not so much about the tool as it is about change management. You need to ask yourself how you can effectively introduce the tool into a company to get the most out of it.

I'd recommend the solution to other organizations. For smaller companies who are starting with their first ticketing system, it's a suitable entry platform.

Overall, I would rate the solution at a six out of ten.

We are both partners and end-users.

We're using the cloud version of the product and it automatically pushes the upgrades to us. We don't have to manually upgrade the product. 

I'd rate the solution at an eight out of ten. I would recommend it to other organizations.