We use SysAid for internal IT ticketing, and I am a part of the IT team responsible for managing it. All our staff members with IT issues raise tickets through SysAid, and we categorize them into subgroups for easy management. SysAid serves as our primary tool for managing all internal IT requests and issues, and the IT team takes appropriate actions on those tickets raised through it.

We use it for incident management and service request management. We use it for the Knowledge Base and we also use it for equipment inventory, the CMDB. Those were the key pieces that we needed to bring together in our organization and we wanted a tool that would integrate those key points.

We are using the cloud version. We don't have the client onsite version.

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 run data centers for other people. We build them and control areas of them. We build the infrastructure and provide it to the customer. We've got an internal IT team and a network team that manages the commercial networks. We go into each of these data centers and then we have our client services team. We're not using all of SysAid's features because some of those departments have decided to do things outside of SysAid, like monitoring and things like that.

We use it for IT, HR, Facilities, Client, Staff payroll, and Finance.

My company is an airline and my IT department uses it. For example, an IT request will come under the house subtype. It is all under one system, but we have subtypes, where subtypes are called: 

• "Incidents" that go to the IT department.
• "Requests" that go to the HR department.
• "Complete" that go to the facility management department.

I am in IT. So, if staff needs assistance, we have three types of forms that they can do: 

1. They can call in, then the administrator will create the certificate. 
2. There is a client that is installed on most machines, where they can generate their own certificate and IT will respond to it. 
3. They can send an email to SysAid, which will automatically generate a ticket.

Afterward, as the administrator, I will assign it to the relevant personnel to do the action. That is how it's done in IT. 

We use SysAid for all of our internal user requests from all departments, from all areas or offices for the whole IT Department as well as for finance and for marketing. Any user request will go through SysAid to be dealt with. 

We are on the latest version. We are just about to upgrade to the full version where you have access to the newest features. 

My primary use case for this solution is to manage the facility services and the IT services in a higher education organisation. After evaluating other solutions and referring to the success story in the home university, the SysAid came out to the best for my needs. 

We primarily use the solution for incident management and request fulfillment.

In Sri Lanka, we are a kind of a partner of SysAid. We have handled multiple clients regarding the SysAid and internally we're also using it as well. We use it as an IT management service tool. We use SysAid for incident management, request management, and change management.