If you were talking to someone whose organization is considering SysAid, what would you say?
How would you rate it and why? Any other tips or advice?
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.
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).
This system is quite powerful, but there is a learning curve for administrators.