SysAid Software Review: Overview – Features – Pricing
SysAid is a service desk software that provides help desk, asset management, analytics and other tools for ITSM requirements. It is a comprehensive, all-in-one IT service management tool that integrates all essential services into one flexible service desk and asset management platform. This software solution is built around and aligned with best practice framework so users are able to comply and complete service activities with the use of a solution that simplifies complicated tasks. It is highly modular and configurable to make sure that customers use only what they need.
Features, Benefits, Product Strengths
- Help Desk, Asset Management and Analytics – SysAid service desk software provides a solution that quickly and accurately responds to end-user and business-process IT issues. It has a ticket management system that automates help desk processes and activities, from logging tickets to issue resolution. Service requests submitted via email are automatically integrated to the software. Users can configure escalation and routing rules to coordinate the service with predetermined conditions. It has inventory management that can automatically detect hardware, software and their changes. Printers, routers and other devices that support SNMP can also be discovered. It can generate detailed reports about help desk performance, service quality, assets, and tasks. The IT Benchmark can provide comparisons on performance with previous periods so users can gain perspective and insight.
- Complete Enterprise IT Service Management – This IT service management tool can be deployed as SaaS or on-premise. It has incident management features that equip service desk agents to log, process, manage and report IT issues according to ITIL best practice, so that standardized methods are used, visibility and communication are increased, activities and priorities are aligned, and end-user satisfaction is maintained. The software is also capable of systematizing problem management workflow, improving control and management of RFCs, and keeping track of IT assets, their attributes and relationships to other assets and services through a configuration management database (CMDB). Users are also enabled to create and manage service level targets and agreements.
- Mobile Apps, Integrations, Remote Desktop, and more Tools – SysAid is available on the iOS and Android platform. The mobile apps themselves are help desk and ITSM interface where users can view, create and update incidents, service requests, problems and their status, priority, due date and more. The software integrates with third party software and service such as Google Apps, JIRA, SAP, Salesforce and others. It also has a permission-based remote desktop feature that allows users to securely connect to their desktop via any device connected to the Internet. Optional tools such as Monitoring, Manager Dashboard, Password Reset, Patch Management and Tasks and Projects are also available. These are but some of the features as there are simply too many to mention.
SysAid offers three editions, the Help Desk, the ITSM, and the ITSM Enterprise. The Help Desk edition includes essential features such as incident management, self-service portal, process automation, chat, asset management, and performance management. The ITSM edition includes all Help Desk edition features with the addition of change, problem, service request and service level managements, CMDB, Advanced configuration, API integration, and increased multi-language support. The ITSM Enterprise includes all previous edition features plus managed implementation, professional services package and VIP support. Pricing can be obtained by directly contacting the company. A free 30-day trial period is offered.
Social Network Presence
SysAid service desk software is for companies of all sizes that implements IT service management.
The administrator interface is available in English, French, Spanish, German, Italian, Russian, Hebrew, Portuguese, Simplified Chinese and Japanese. The Self-Service Portal is available in 42 languages, including Arabic, Traditional Chinese, Dutch, Greek, Hindi, Hungarian, Indonesian, Korean, Polish, Romanian, Serbian, and Turkish.
Some of their Clients
Clients include Coca-Cola, Panasonic, Adobe, LG and IKEA.
Chad Greiner from ResponseLink stated that SysAid is easy to implement and made it easy for them to manage and control resources, including staff that is 85 percent in remote locations.
Yash Upadhyay from L’Oreal India described the software as one of the best where asset management and help desk is concerned.
A company that implements ITSM has to get it right the first time; otherwise, it will simply be adding more problems to solve later on. SysAid is a comprehensive, feature-rich and mature platform that has been implemented in thousands of businesses all over the world. It offers a flexible and modular implementation that is friendly to all business sizes. The experience it has gained over the years allows it to provide useful resources and services in addition to the software.
SysAid Technologies Ltd is a privately held computer software company based in Airport City, Lod, Israel. It has international offices in Newton, MA, USA; Sao Paolo, Brazil; Gordon, NSW, Australia; and London, UK. It was founded in 2002 by Israel Lifshitz, current Chairman, with a vision to make the lives of IT professionals easier, and their environments and service delivery better. The company aims to simplify the daily challenges that IT professionals face through an ITSM software that is intuitive, innovative and cost-effective. CEO Sarah Lahav stated that it is the success of customers that matters most, so they are committed not only to provide new features in every SysAid release but also first-rate technical and customer support, as well as a wide range of services and training initiatives.