What is SysAid ITSM?
SysAid is an IT service management (ITSM) and help desk software that integrates all the essential IT tools into one Service Desk. Available as a cloud-based or on-premises solution, its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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86 Likeliness to Recommend
1
Since last award
95 Plan to Renew
77 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+82 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love SysAid ITSM?
Pros
- Respectful
- Reliable
- Caring
- Fair
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
End User Self Serve
Technician Administration
End User Support Solutions
Integrated Knowledge Management
Integration With IT Tools
Multi-Site Functionality
Service Catalog
Multi Device Capability
Reporting
Vendor Capability Ratings
Ease of IT Administration
Ease of Implementation
Vendor Support
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of Customization
Ease of Data Integration
Product Strategy and Rate of Improvement
Quality of Features
Availability and Quality of Training
SysAid ITSM Reviews
Shawn I.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2023
User friendly but patch management disappoints
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
Sysaid is very user friendly and the self service portal is easy for our users to use.
What is your favorite aspect of this product?
User friendliness
What do you dislike most about this product?
The patch management module needs a lot of work. We find a lot of our systems don't get patched at all or patches fail.
What recommendations would you give to someone considering this product?
Its a good product if you don't plan on using the patch management module.
Pros
- Fair
- Includes Product Enhancements
- Continually Improving Product
- Reliable
Akosua Tiwaa K.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2023
Highly customizable
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
Sysaid is highly customizable to meet company goals It provides an avenue for accountability of work done by employees using the ticketing system
What is your favorite aspect of this product?
the integration in teams provides easy access to end users
What do you dislike most about this product?
to further customize, we have to engage the sysaid technical team, we should be able to do this on our own
What recommendations would you give to someone considering this product?
It's worth it.
Pros
- Continually Improving Product
- Helps Innovate
- Reliable
- Performance Enhancing
Andry C.
- Role: Information Technology
- Industry: Banking
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2023
SysAid it is a fantastic software
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
The technical support and business support
What is your favorite aspect of this product?
The easy customization and the email integration
What do you dislike most about this product?
The report feature
What recommendations would you give to someone considering this product?
This is a very useful software for the service desk
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing