G2

Corus M.

Senior ICT Service Desk Technichian

Enterprise (> 1000 emp.)

11/14/2019

"SysAid ITSM Setup and Configuration"

4.5/5

What do you like best about SysAid?

The system is so easy to setup and configure without assistance from the vendor and anybody can install and configure it, as long as they know what the want to address with the system. In addition, it is possible to implement one module at the time, perfect it, then move to the next one. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Looking at how the system has been improved from the time we adopted it, I think the Password Self Service, can be equally improved so it has a fresh look and interphase as well. I also feel Password Self Service is one key feature which should in fact, be given priority as many tickets can be avoided by giving power to the users, to resolve password related issues by themselves, and leave the engineers to deal with more critical issues. Another problem I have with this feature, is the implementation of One Time Passcode, which most of the support team seem to know nothing about, and have been struggling to implement, but not getting any support, as the First Line Support team, seem to don't know about the feature. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

If you are looking for a complete ITSM product at a very affordable price, SysAid is the product for you. The fact that you are able to request features which may not necessarily exist in a current version, and that feature can be developed for your, makes SysAid a product of choice. Review collected by and hosted on G2.com.

What problems is SysAid solving and how is that benefiting you?

We come from a history where we have been using none ITIL or ITSM system, and with SysAid, we are able to slowly, but surely address the gaps which has existed over the years. We are not able to manage our incidents more accurately, including managing known problems, including Change Management, which has been impacting on our overall performance as an IT Team, where we have various sections working in isolations, including making changes, which in turn, impact in the whole IT Department. With Change Management in place and enforced, various sections are compelled to assess the impact of each change before the implement them. Review collected by and hosted on G2.com.