SysAid: A Powerful ITSM Tool

What are the best aspects of this product?

Customization and Flexibility
- Customizable Dashboards: Tailor dashboards to track metrics and KPIs that matter to your organization.
- Form and Workflow Customization: Adapt forms, fields, and processes to suit your unique IT environment.
Reporting and Analytics
- Advanced Reporting: In-depth reports to analyze performance and identify trends.
- Real-Time Monitoring: Visibility into IT operations and service levels.

What aspects are problematic or could work better?

Asset Management Shortcomings
- Discovery Features: Limited subnet discovery may hinder large-scale asset management.
- Inconsistent Sync: Sometimes, asset data doesn’t sync reliably or requires manual intervention.

What features/services would you like to see in future versions of this product?

Enhanced Self-Service Portal
- AI-Driven Search: A smarter search function that suggests relevant knowledge base articles or similar tickets.
- User Feedback Loop: Allow users to rate the resolution process directly in the portal.

What specific problems in your company were solved by this product?

- Primarly IT ticketing
- IT change management
- CMDB
- Asset Management
- IT Analytics and reporting

Are you a current user of this product?

Yes