SysAid Pros and Cons

SysAid Pros

Project Manager at Ark Data Centres Limited
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.
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CIO at Jewish Board of Family and Children's Services
All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on.
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Director of IT Support Services at University of Michigan School of Business
The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.
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Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: May 2021.
511,773 professionals have used our research since 2012.
Group Head of IT at Tour Partner Group
The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow.
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DJ
Help Desk Administrator at a transportation company with 1,001-5,000 employees
It tracks everything that the technicians are doing. We can account for time and manage resources.
The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage.
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JZ
Senior IT manager at a computer software company with 1,001-5,000 employees
The simplicity of the solution is excellent.
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SysAid Cons

Project Manager at Ark Data Centres Limited
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.
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CIO at Jewish Board of Family and Children's Services
We would like them to approve the security functionalities, e.g., management security features.
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Director of IT Support Services at University of Michigan School of Business
One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function.
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Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: May 2021.
511,773 professionals have used our research since 2012.
Group Head of IT at Tour Partner Group
So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.
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DJ
Help Desk Administrator at a transportation company with 1,001-5,000 employees
The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.
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JZ
Senior IT manager at a computer software company with 1,001-5,000 employees
Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that.
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Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: May 2021.
511,773 professionals have used our research since 2012.