SysAid the ITSM tool that you need!

What are the best aspects of this product?

SysAid Ticket management are completely customizable to fit our business needs.
Asset Management gives complete visibility into assets across the organization and reporting
The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que.
Active Directory integration is fantastic.

What aspects are problematic or could work better?

The integrated remote control piece works but we miss some features of a more robust product.
Not so much as a con but there are tons of customizations that can be made but sometimes navigation is difficult to find a setting, but the "Help" feature is excellent.

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

A better Remote Control Feature Set

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

Ticket Management, Self Service Knowledge base,
Asset Management, Patch Management, and Reporting

Are you a current user of this product?

Yes