About SysAid

Category: ITSM
There are cloud and on-premise versions of the software, and it integrates all essential IT service processes impressively. From basic ticketing management to advanced features like automatic onboarding and remote control, users can enjoy a wide range of features. It's available in 42 languages and offers several plans based on your business size.

Company: SysAid

SysAid started way back in 2002, and its goal was to “fix IT with Service Automation.” Today, it is an award-winning global ITSM solution used by over 100,000 admins in 140+ countries. SysAid ITSM has been recognized as a Gartner Peer Insights Customers’ Choice for IT Service Management for the second year running, highlighting its overall efficiency and user-friendliness.

In-Depth Analysis

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0 Ease Of Use
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Pros

  • Highly customizable to fit a company's needs
  • Great asset visualization and network detection
  • Ease of integration to other services such as Slack and MS Teams
  • Option for either cloud or on-premise deployment

Cons

  • It can be difficult to create customized reports
  • Learning curve for admins to configure templates
  • Feature requests can be expensive
Plans & Pricing

SysAid provides several plans and packages to cater to all sizes of businesses. To help potential customers explore the service, the company offers a demo and a free trial without requiring a credit card.

Help Desk
$3600
/year
30-day FREE trial
ITSM
$7500
/year
30-day FREE trial
ITSM+
$11,500
/year
30-day FREE trial

Help Desk

Help Desk is meant to help smaller companies handle tickets and resolve everything quickly to boost productivity. The software comes with Asset Management, Ticket Automation, Self-Service, and Automated Reporting. The cost starts at $3,60 a year for 3 admins and 250 assets, and the service can be scaled upwards depending on your business needs.

ITSM

ITSM offers more power, control, and automation for mid-size teams and mature IT departments. The plan includes everything in Help Desk plus an ITIL Package, Workflow Automation, Third-Party Integrations, and Advanced Customized Fields. The cost starts at $7,500 a year for 3 admins and 250 assets.

ITSM+

ITSM+ is meant for large organizations that need advanced analytics and automation outside the IT department. The plan includes everything offered in ITSM plus BI Analytics, Task Automation, and a Business Value Dashboard. The cost starts at about $12,500 a year for 3 admins and 250 assets.

Ease of Use

SysAid is a bit tricky to set up, but the company provides customers with a specialist to guide them through the entire setup and onboarding process. Beyond that, SysAid is very intuitive and user-friendly for both admins and front-end users.
As an admin, you will have an easy time onboarding users as you can install the Automate Joe add-on to automate everything. When the system has been set up and collected all necessary data, you will be taken directly to the helpdesk dashboard. From there, you can click the monitor icon to go to the asset management dashboard, where you will find a collapsible list of all assets.
Front-end users can use the desktop shortcut to launch the service desk. SysAid provides an industry-first hotkey (F11 by default) that lets users take screenshots and videos, which are then automatically attached during ticket creation. This can also be done on other platforms such as Microsoft Teams, thanks to SysAid’s AI integration.
The overall SysAid design is tab-based, but the available functionalities and basic appearance can be easily altered as business changes happen.

Customer Support

SysAid offers 24/7 customer support through various channels.
Live Chat
The company has a live chat option that deals with new sales, existing user support, and tech support. The service is usually available Monday through Friday, 8:00 am to 10:00 pm GMT, 3:00 am to 5:00 pm EST, and 12:00 am to 2:00 pm PST.
However, from my experience, the live chat support may not be available throughout the stated hours.
Ticket Support
SysAid provides ticket support where you can report an incident and get support team assistance or professional services. This system allows you to specify the type of incident, sub-category, business impact, and more. The company’s ticket support generally responds within the hour.
Call Support
SysAid provides 24/7 call support with call centers in the US, UK, Australia, Brazil, and Israel.
Knowledge Base
Besides contacting support, you can get assistance through the company’s comprehensive knowledge base on the website. It includes resources such as video tutorials, online community, online help (comprehensive guides), and FAQs.

24/7 Help & Support
24/7 Help & Support
Yes, Via phone support only.
Phone Support
Phone Support
Yes. Paid calls, with 24/7 availability
Live Online Chat
Live Online Chat
There is a live chat
Email
Email
There is an option for all users to email the support team.
Video Tutorials
Video Tutorials
There are a number of videos available on YouTube.
FAQ
FAQ
The FAQ covers basic and advanced software-related issues.
Blog
Blog
Blog available on the website.
Features & Functionality
General Features

SysAid comes with several features and functionalities that make it a top ITSM solution.

Service Automation

The software simplifies everything within the IT department by automating processes to “run by themselves.” This is accomplished through various functionalities:

  • Ticket Automation: Ticket Automation is achieved by categorizing every ticket, prioritizing it, and routing it to the most appropriate agent within the IT department.
  • Task Automation: SysAid has an inbuilt orchestration engine (Automate Joe) that handles all the repetitive tasks that IT teams deal with. These include employee on-boarding & off-boarding, provisioning & de-provisioning of VMware virtual machines, granting access, etc.
  • Self-Service Automation: This functionality equips users with the ability to solve issues by themselves, freeing up the IT department and substantially reducing the number of tickets. Some automated processes here include resetting passwords, unlocking accounts, participating in ITIL workflows, and updating profile settings.
  • Workflow Automation: SysAid comes with a workflow designer that allows you to create, share, and optimize digital processes without coding or scripting. You can then add orchestration capabilities to ensure everything runs smoothly without unwanted delays and human error.

 

To stay in control, admins can create and adjust rules that govern the automation of processes.

Asset Management

SysAid provides several IT asset management tools that help keep track of all your hardware, software, and network infrastructure. These tools provide a comprehensive list of all assets to enhance discovery and provide real-time data and custom alerts that enable monitoring. All this information is stored in a CMDB and is used to predict the influence of changes.

AI Service Desk

SysAid is integrated with Microsoft Teams to provide AI-powered ticket resolution through the SysAid bot, with the IT team still being able to approve resolutions. Users can initiate requests via Teams, and the system will then provide auto-routing and even kick off workflow processes. All the while, the IT team won’t need to switch environments, and users can continue to use their preferred communication channel.

BI Analytics

SysAid provides a built-in analytics tool that offers users pre-defined KPIs that can be used out-of-the-box. Powered by Olik, BI Analytics provides an organization with a comprehensive view of the technology and team’s performance, data that can be used to make decisions and improve the overall business performance.

ITIL Package

SysAid comes with features that help meet the most important ITIL best-practice standards. These include:

  • Incident Management: SysAid allows you to log, process, manage and report all issues that negatively impact your users, IT services, and business operations. This is made possible through functionalities such as incident detection and recording, initial classification, escalation, diagnosis, monitoring, etc.
  • Change Management: SysAid comes with pre-configured change management templates that are compliant with ITIL best practices. These will help you assess the risks of every change beforehand and ensure that all changes are recorded and evaluated and proper permissions granted. The templates can also be customized to ensure that all changes implemented align with your change policies and business needs.
  • Problem Management: This capability helps minimize the impact of incidents that take place and problems that occur in your IT infrastructure and systems. The software also proactively prevents incidents, problems, and errors from occurring.

All these processes are completely integrated with the SysAid Service Desk and the CMDB

Integrations

SysAid provides a wide range of integrations, pre-built packages, and automation bots. The fully configured integrations include:

  • Microsoft Teams
  • Zapier
  • Jira Software
  • TeamViewer
  • Power BI
  • Slack

 

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Verdict

SysAid is one of the top ITSM solutions in the market, and the product stands out due to its impressive automation and integration. The solution provides IT and enterprise service management capabilities that can instantly boost service delivery and greatly enhance the end-user experience, ultimately driving value across the organization. SysAid can be deployed across all industries and business sizes, from SMBs to Fortune 500 corporations.

Joel Timothy
Author: Joel Timothy
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