Krachtige servicedesk en eenvoudig te gebruiken, modulaire ITSM-tool4.2/5 (132 review)
SysAid, een bewezen ITSM-leverancier sinds 2002, kan een revolutie in een organisatie teweegbrengen door het interne en externe succes van klanten te stimuleren met een efficiënte servicedesk, door de gemiddelde tijd tot reparatie (Mean Time to Repair, MTTR) te verlagen voor de hele ticketingcyclus en ook door bedrijfsmiddelen te controleren met eindpunttechnologie.
SysAid omvat zelfs netwerkontdekking en beheer van IT-middelen (ITAM), inclusief beheer van mobiele apparaten en zeer waardevolle functies zoals een self-serviceportal voor eindgebruikers, mobiele apps, geautomatiseerd wachtwoordherstel, chat, benchmarking van de IT-sector en geavanceerde workflow- en automatiseringsfuncties.
SysAid geeft je de krachtige hulpmiddelen die je nodig hebt om je ITIL-framework effectief te beheren en ook cruciale koppelingen tussen incidenten, problemen en wijzigingen mogelijk te maken.
We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.
We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.
Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.
First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues.
We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid.
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date.
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.
Thank you for your honest feedback- it's extremely valuable to us. I know that your account manager has since been in touch with you to ensure that you're familiar with all of SysAid's customization options in the cloud- which are identical to those offered in the locally-hosted (on-premise) solution.
You mentioned that you could benefit from a high-level dashboard, so I'm hoping that you've now had a chance to check out SysAid's new BI Analytics module- just released in January 2016. This is an out-of-the-box BI tool powered by Qlik and now built in to SysAid, that will save our customers enormous time and resources on obtaining critical data. Thank you again for all of your comments!
Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.
How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.
It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.
We needed something to track our issues and requests and since I've used SysAid for 3 years before and only had good experience with it we decided to go with it.
- Helpdesk / Servicemanagement: The helpdesk is great and really easy to use (for admins and end users).
- Asset management: The assetmanagement is really detailed. The deployment can be a bit annoying in the beginning but once you've learned how to do it, it just works I really like the login history for PCs with the SysAid agent.
- Customizeable: Almost every page in SysAid is customizeable. If you don't like a field in a ticket or asset, just remove it.
- Self service portal: The new Self service portal HTML5 UI for end users is beautiful and scales well.
- Admin UI: While the admin UI is really customizeable, it's also really old and just doesn't feel right (to me) anymore. SysAid just revealed their new HTML5 UI for admins (early 2019) but since we're still on the legacy UI I've decided to put it in here.
- Knowledgbase: The knowledgebase popup window looks really old aswell, especially if you open it from the new SSP UI. It's also just a bit weird to use, especially the HTML editor is a real annoyance for me.
We finally are catching the sense of what is going on in our department (tickets, requests, problems), manage our knowledge base, and have some automatic rules to reply and close unanswered tickets. Also reports are a valid asset.
this israel based company has done a great job by putting out - and constantly enriching - a full featured ITIL based help desk software which covers with various modules (Help Desk, asset management, workflows) most of the daily routines of an IT department. there are many products out there in this category, what I here like the most is the aggressive user support which Sysaid offers: their team is really keen on solving each single issue you might have. they use their product for their own processes - of course - and they are highly motivated.
the user interface is being rewritten and is more modern now with the latest release. we did not apply it yet but plan to do so soon. certain rules and forms can be complex to manage, a good implementation at the beginning is mandatory. unfortunately there is nobody with know how in our country, the setup has to be performed mostly remotely which can be a bit of an effort.
Hieronder zie je enkele veelgestelde vragen over SysAid.
SysAid kent de volgende prijsmodellen:
Prijsmodel: Gratis, Abonnement
Gratis proefversie: Beschikbaar
We hebben geen informatie over functies van SysAid
SysAid heeft de volgende typische klanten:
Grote ondernemingen, Middelgroot bedrijf, Klein bedrijf
SysAid ondersteunt de volgende talen:
Chinees (Vereenvoudigd), Engels, Frans, Duits, Hebreeuws, Italiaans, Japans, Portugees, Russisch, Spaans
SysAid kent de volgende prijsmodellen:
SysAid ondersteunt de volgende apparaten:
Android, iPhone, iPad
SysAid kan worden geïntegreerd met de volgende toepassingen:
BeyondTrust, G Suite, Help Desk Migration, JIRA Software, Nagios XI, Office 365, OneLogin, Sage 50cloud, TeamViewer, Trello
SysAid biedt de volgende ondersteuningsopties:
Veelgestelde vragen, Forum, Kennisbank, Online ondersteuning, Telefonische ondersteuning, Video-instructies