It has a good interface. When I was out looking for possible tools for us to use, what was very important to me, in our organizational organization's case, was having it be simplistic and not complicated. We were able to spin up everything very quickly. Our IT support staff took to it right away so there was very little training needed. Putting the pieces together to turn it on and make it live involved minimal work. What I like about the tool is that you can manage different aspects of your organization from a service-management perspective, but it's not overly complicated and that's a good thing. For us it works very well.

We were using an older version of Remedyforce. We switched because it was horrifically expensive to maintain. The last upgrade that we did with Remedyforce was just before my time. It cost us 100,000 pounds and actually made the product worse. The cost of SysAid is so much cheaper, even from licensing. It's flexible where Remedyforce really wasn't. To make any change to anything in Remedyforce was 10s of 1000s of pounds.

Our previous solution wasn't good for the long-term, which is why we switched to SysAid. We were previously using a homegrown Access database. 

Some of the other support departments outside of IT also love SysAid. Before, our facilities department was constantly chasing paper because people were submitting Word documents in paper form, then they had to either email or fax it to the facilities department. Of course, if you sent it, the facilities guys could be like, "No, I did receive it." Now, that process is more streamlined. SysAid makes it very efficient and effective. You don't have to do finger-pointing, as everybody knows where things are. Then, because everything is electronic and all the data is available, we can now begin to do some analytics and provide dashboards to people, and say, "In the last three months, these are the number of incidents from this location."

We did not previously use another solution.

We previously used an open-source solution called Spiceworks. It is good for managing only one service desk, but cannot work for multiple service teams in a different business area. 

We previously used ManageEngine and SummitAI. SysAid is easy to configure compared to ManageEngine and SummitAI.

We're moving off this product and onto a Jira solution. We haven't started with Jira yet. It's a project for next year.