User review
of SysAid
SysAid ITSM Setup and Configuration
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out of 7
OVERALL IMPRESSION very good
4out of 5
EASE OF USE amazing
5out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
The system is so easy to setup and configure without assistance from the vendor. The system also managed to turn the department which has been using an internal and very basic system which was only able to record, assign and close the incidents, with not much when it comes to reporting, to a full ITSM compliant department with over 30% improvement in managing the cases.
What aspects are problematic or could work better?
The Password Self Service component could be redesigned with support for One Time Passcode
What features/services would you like to see in future versions of this product?
The ability to have more than 6 graphs, more especially for some of of who use much larger screens for dashboards.
What specific problems in your company were solved by this product?
As we were using an basic n-house system, it was difficult to align ourselves to ITSM, let alone ITIL in the way we do things. Without a dashboard, it was even more difficult to monitor crucial information as one has to go to the list of cases every time to identify these.
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
3-5 years
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Higher Education
USAGE & IMPLEMENTATION
Did your company use a different software before this one?
Yes
What software did you use before?
It was a basic in-house system, and them we moved to OS Ticket
Why did you decide to change it?
We needed to be compliant and be able to do more in little time without spending too much due to our financial constraints.
Are you satisfied with the change?
So far we are, we continue to request features from the vendor, just ensure that the system does everything we require.
How did your company implement this product?
on premise
How long did it take to set up this product?
less than 1 week
How many people in your company actively use this product?
most employees
What is the primary use of this product in your company?
both B2B & B2C
EFFECT ON BUSINESS GOALS:
How did using this product affect your business goals?
- Help align employee and company goals
PRICING & COSTS
What was the cost of implementing this product?
We did the installation ourselves
What is your total annual cost for using this product?
Just under USD12 000
How long is your contract with the vendor?
Unlimited
Did you get any discount for this product? How much?
We did a discount on our initial purchase, but cannot recall how much it was.
FEATURE DETAILS
Key Features
Integrations very good
4
Mobile Support ok
3
Customization very good
4
Security & Support
Security very good
4
Customer Support very good
4
