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.

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.