Overview
Product Information on SysAid
Updated 21st May 2024
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Overall experience with SysAid
IT Associate
Gov't/PS/ED <5,000 Employees, EducationFAVORABLE
“SysAid Offers Extensive Customization But Faces Functionality and Support Timing Issues”
SysAid is an exceptionally powerful tool for ITSM as it is extremely customizable. SysAid has a helpful staff, as well as an active client community, to assist with any questions you may have. SysAid's tech support is top-notch, always responsive, and generally quite helpful.
IT Manager
Gov't/PS/ED <5,000 Employees, EducationCRITICAL
“ITSM Platform Setup Can Be Improved with Better Templates and Configurations”
we had an amazing experience working with reps., however outside of those two the support is a bit lacking. The support team does get the issues resolved but they are a bit slow sometimes and when you are slow to respond you feel rushed. The overall setup process is good but can be significantly improved to standup the ITSM platform. For example, to cut down on setup time, they should offer template instances to customers that are preconfigured using the most common configurations for the selected industry. Another example is the ability to separate multiple organizational groups using the tool. With other ITSMS this is an easy task but there are too many limitations to do a complete ticket separation. The options of CI and Assets are also a bit weird after using other systems. For example, using Snow or Sysaid all items can be entered as assets and divided up into paid and non-paid assets, keeping everything in one database. The way it's working between the assets and CI list is odd.
About Company
Company Description
SysAid is a comprehensive IT Service Management platform with generative AI implemented into every element of service management. Wrapped into an intuitive UI and offering a fully conversational experience, SysAid empowers organizations to unleash their full potential for productivity. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries.
Company Details
Company type
Private
Year Founded
2002
Head office location
Toronto, Canada
Number of employees
51 - 200
Website
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- IT AssociateGov't/PS/EdEducationReview Source
SysAid Offers Extensive Customization But Faces Functionality and Support Timing Issues
SysAid is an exceptionally powerful tool for ITSM as it is extremely customizable. SysAid has a helpful staff, as well as an active client community, to assist with any questions you may have. SysAid's tech support is top-notch, always responsive, and generally quite helpful. - IT AssociateGov't/PS/EdEducationReview Source
SysAid: An exceptionally powerful ITSM platform
SysAid is a powerful platform for ITSM, and has out-of-the-box capabilities that are exceptional, such as asset management, knowledge base tools, self service portal configuration, and very powerful AI tools and agents. - DIRECTOR OF ITGov't/PS/EdGovernmentReview Source
SysAid Has Redefined What Effective Service Management Looks Like
Sysaid has been transformative for our IT department. As a county government with diverse operational needs, we required a service management platform that was flexible, intuitive, and capable of supporting a high volume of daily requests. SysAid has exceeded all expectations. What stands out the most is how thoughtfully designed SysAid is. It solves practical problems without unnecessary complexity, and it empowers our IT staff to work smarter, not harder. Our technicians are more efficient, our reporting is stronger, and our end users receive faster, more consistent support. - GLOBAL INFORMATION, SERVICE DESK TECHNOL50M-1B USDRetailReview Source
SysAid’s AI Streamlines ITSM Workflows and Reduces Repetitive Task Burdens
Quite surprised by the AI capabilities in SysAid day-to-day task operations. It actually pulls up relevant information from my knowledge base and documents provided, suggesting responses and cutting down additional tasks and troubleshooting for various issues. This reduces the mental load for the general to few complex tasks. Sysaid has provided value for money, and while AI capabilities were explored, the Sysaid team did a tremendous task of sorting out knowledge bases and documentation for the AI to read through and give customized, portioned, relevant, and correct responses. The AI helped more than we expected with repetitive stuff. There are some annoyances with the ticketing tool when Ai chatbot selects incorrect ticket categories after feeding in information. Overall, Sysaid has delivered a practical and useful AI that genuinely supports ITSM workflow. - Data Analyst50M-1B USDBankingReview Source
Impact of Sysaid on Service Management and Support Process Efficiency
My overall experience with Sysaid has been excellent. The platform is user-friendly, reliable, and has significantly improved our service management and support processes.
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