SysAid

Commentaires: We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.

Avantages: We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Inconvénients: Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.

Commentaires: Before having the tool, there was an open source that was too limited, the need to look for a tool like SysAid was born with the company's certification processes, SysAid complies with the ITIL standards and that is what motivated us to choose it . It has solved all the approval processes in flows, the requests and above all the control of changes. At the moment we are adapting the process of problems and projects.

Avantages: From the configuration process to the implementation process or production step it is completely easy and the best that is accompanied by the SysAid team. The use of incidents, requests, change control and problem management is the most optimal tool.

Inconvénients: More than the tool, it is the price per administrator you have, there should be a price depending on the type of administrator user that I require

Commentaires: The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Avantages: I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience.
SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Inconvénients: I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Commentaires: for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

Avantages: easy to use tool for end users, and capabilities for reporting services

Inconvénients: very restricted directly access to database.

Commentaires: We are using SysAid to manage our day to day incidents and requests. Along with that we have de-commisioned solar winds and intune and only use SysAId as our Asset management.

Avantages: We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

Inconvénients: I have not come across any cons until now.