SysAid

SysAid - Simple Solution, Big Outcome

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Overwogen alternatieven: ServiceNow Customer Service Management en ManageEngine ServiceDesk Plus

Redenen om voor SysAid te kiezen: No longer fulfilled our growing list of requirements.

Overgestapt van: ServiceNow Customer Service Management en ManageEngine ServiceDesk Plus

Redenen om over te stappen op SysAid: Cost and Versatility

ITIL Compliant ServiceDesk System with user-friendly self-service portal

Opmerkingen: SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

Pluspunten:

-Ticket registration and tracking -Workflow management -Self-Service portal -Reporting and Feed-back/Notification -ITIL-Compliant -Flexible and Customizable

Minpunten:

-Workflow Design is powerful but has a learning curve

Overwogen alternatieven: ManageEngine ServiceDesk Plus en TOPdesk

Redenen om over te stappen op SysAid: We had ample experience previously with SysAid and when we evaluated the alternatives. We went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.

constructiva y estándares TI

Opmerkingen: me permite llevar un control de los activos

Pluspunten:

la utilidad y control de los inventarios

Minpunten:

la dificultad para la conexión remota, es necesario otras aplicaciones

Not so great customer service.

Opmerkingen: A help desk solution in which none was being used by the companies I worked in.

Pluspunten:

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

Minpunten:

I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times. I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support. Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.

Our everyday with SysAid

Opmerkingen: I have been very enrolled on the use of this software since day one. First as an user, then as an admin, then as the one in charge of support and maintain it. It has been easy to be involved on all the stages and the communication with the Support team, has been also a key for the success we have.

Pluspunten:

It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.

Minpunten:

What I have used so far has benn great. We need to continue to implement all the features on it.

Overwogen alternatieven: ServiceNow

Redenen om over te stappen op SysAid: Price and it offers all what we were looking for.