SysAid Valuable Features

Uday Madasu
CIO at Jewish Board of Family and Children's Services
My team uses the change management software and Knowledge Base. They give us workflows and allow for an approval process. Within my department (IT), we use SysAid for change management. Anytime the network, server, application, or desktop team have to make any changes, we have templates in SysAid specifically for certain types of changes. E.g., if a server engineer would submit for a change, it gets approved by a first level manager, like a server lead or network lead. then it comes to me for approval. Only after I approve the change, do we actually implement the change and document the outcome of the change. Similarly for requests, if our end users are asking for net new equipment, e.g., they need a PC, laptop, or printer. Those requests also are managed in SysAid and the end user request is typically approved by a department manager who has budgeted approval. They come to IT for review and approval, then we will begin the procurement process, set up installation, configuration, etc. Therefore, we used SysAid for managing both requests and changes. It also gives us the ability to host knowledge articles. Therefore, if a user is submitting a request for help with email, they have the ability to do one of two things: * They can see if anybody else in the agency has submitted a similar or related issue and what happened. Then, is this something that they can kind of help themselves? * In some cases, we actually create a one or two-page guide, where we say, "If you're trying to set up Outlook for the first time on your PC because you're a new employee, these are the steps you have to go through to set up Outlook on your PC." You don't necessarily have to contact an IT service desk to help you with that. The user interface is easy to use. It makes it easy for users and administrators to put in different requests and get support by putting tickets in the queue. There have been different versions of SysAid that have evolved. One of the newer things that my staff love with SysAid is their Self-Service Portal. Earlier, we only had an end user portal, which had some limitations around being able to categorize incidents differently in a better way. With the Self-Service portal, things are much clearer and simpler. For our end users, SysAid is easy to use. You don't need to do a lot of training for end users to give them access to SysAid and get them started. It gives them transparency on the process. At any time, an end user can know where a request is in the support process: Who is working on it? That is where when you look at return on investment on SysAid, I think we got a return on investment, even within our first year. The solution’s built-in asset management is very good. We have deployed the software onto our PCs and laptops. It shows us what is going on with any app. Currently, we use SysAid to track all our end user equipment. When a user submits a request for a help based on asset management information, we know who the user is, but more importantly, where the user and the asset are located because we are an agency which has about 3,000 employees. These 3,000 employees are working out of more than 17 physical locations, and sometimes our users can work out of more than one location. Therefore, it is very important to connect the dots between an asset and a user, which is why we use the SysAid asset management system. View full review »
Cheryl Sobkow
Director of IT Support Services at University of Michigan School of Business
All the features are valuable. They all play a role in our overall support model. What was important to us was that we could track incidents and service requests separately, and not in a complicated manner. That definition represents a workflow and a work time for us. The Knowledge Base was key in our support model because it is a way of sharing information across our organization, Ross IT. It represented not only a centralized point to collect that information, but it was about having that information so you're not constantly doing the same issue or request over and over again; you have that documented. The CMDB has been just as valuable in its own way because we had an in-house-built, legacy system of inventory, but prior to my arrival at Ross, the information wasn't very accurate. Having the assets tracked within SysAid allows us to not only put a more robust process in place to track our inventory, but the relationship function within SysAid, from CIs (configuration items) to customers to the database, allows you to know what assets or CIs your customers have when providing support for them. We haven't gotten to that point yet because we're in the last phase of putting all our assets in the database. But once we have finished that, we're really going to turn on the relationships and that's going to give us an even clearer path around our support for our customers. Also, 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. The other aspect that we use as is the reporting function. It's fairly good. I'd like to see some growth in that area over time. But for an organization just starting out and building that complete service desk model and the components behind it, it's a good start. The reporting lets you complete your circle because it has a lot of ready reports that, in most cases and for most organizations, would hit the main things you would want. You don't have to write them, so that's really nice. If you've had any type of reporting responsibilities in your background, learning how to write reports in this particular tool is fairly easy to pick up. You can be generating those reports very quickly. There is also a good scheduling feature, which is nice because you can automate a lot of that. View full review »
Tobias Raab
Group Head of IT at Tour Partner Group
The self-service portal for the users as well as the reporting functionalities in SysAid to report any requests and tickets coming in are the most valuable features. Overall, the whole workflow system, how it works, the setup, how you can integrate it into other applications is valuable. I find the self-service portal valuable because if a user wants to enter the ticket and start typing in, they will already get suggestions about how to resolve the issue, which is very helpful and reduces the number of requests. In regards to the workflow on the ticketing system, it's absolutely flexible. You can integrate it everywhere. You can use it everywhere. It's very easy for every end-user. Reporting functionalities, especially for me, as I am leading the department to see how the workload of the different members in my department is, where we get more requests, and where we get fewer requests. I can see the workload and I see which departments we get more requests from. 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. From the admin side, the user interface is easy to use. There is a good overview. It's quick to deal with to get your requests and to deal with them, to change the status and work on them. From an end-user perspective, it's easy to create the ticket. You log in with a single sign-on. You don't need to log in or type in your login details. When you start to type in your ticket, you already get the self-service options to resolve it. If not, then with the categories, you get directly to the right person who will then come back to you very quickly. That's how I see it from an end-user and from an admin perspective. SysAid provides us with multilayered service management and all of our support pieces integrated into one system. Our service and support systems are much more transparent for everyone in the business to see what the support function is doing and how they're doing to gain even more understanding and recognition. Secondly, having one system for all support operations, helps us to deal with resources and we can swap resources quite easily if we notice that we are behind or we have a higher workload than on others. It makes us more flexible and more transparent. View full review »
Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: May 2020.
431,790 professionals have used our research since 2012.
Dave Joseph
Help Desk Administrator at a transportation company with 1,001-5,000 employees
Most valuable is the reporting aspect of it. What happened was that we grew and expanded the airline. Because of that, there is more demand on the IT system, infrastructure, and resources. SysAid allows us to quantify and fortify our performance. At any point in time, I can generate a report based on a time frame. We can drill down on which categories have the most calls. For instance, if the monitor is not coming on, then we can drill down on that. We could use that information to find out why it is that we have so many tickets based on monitor failing. It can also allow us to be proactive. Next feature, which we're exploring right now, is launching something called Automate Joe. They launched it late last year. With Automate Joe, we are planning to using account unlock profile in the near future, which will allow us to use SysAid to reset passwords and unlock accounts. This will help on the amount of time that we spend doing this task, because anyone here can get 10 to 15 requests to reset passwords or unlock accounts. Those 10 to 15 calls will probably take like two or three minutes each to start creating a ticket. Altogether, this is about two hours just to do a minor task, which is would be eliminated with just the Automate Joe feature. View full review »
IT Director at Guangdong Technion Israel Institute of Technology
I find the most valuable feature is that I can customize according to my needs. I can change nearly everything within the system from the front-end to the back-end of the integration to the managers. These fields you display to our end users, they will see the different categories. Also, there are columns on the online form when they submit an instance or request. I can customize all of this. Through the BI Analytics module in SysAid, I can quickly gain insights into daily operation. Although the system can monitor each IT staff's performance, more importantly, it shows vital points for intervention in the matter of service quality. View full review »
Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: May 2020.
431,790 professionals have used our research since 2012.