"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The most requested feature from our customers is the helpdesk ticketing system."
"The most valuable feature is the reporting of incidents."
"The reporting is very good."
"Many more features than other comparable products."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The solution can scale."
"The simplicity of the solution is excellent."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The user interface needs to be improved."
"They need more integration with open-source products."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"We would like to see a web-based interface that works on mobile devices."
"I have found SCSM not adequate enough to carry out some functions."
"The configuration could be easier."
"We would like them to approve the security functionalities, e.g., management security features."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"Currently, SysAid does not have a mobile application."
Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.
SCSM is ranked 12th in Help Desk Software with 6 reviews while SysAid is ranked 7th in Help Desk Software with 7 reviews. SCSM is rated 6.8, while SysAid is rated 8.2. The top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". On the other hand, the top reviewer of SysAid writes "Enabled us to have a better workflow for tickets and provides us with multilayered service management ". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Clarity SM and BeyondTrust Remote Support, whereas SysAid is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Spiceworks and BMC Helix ITSM. See our SCSM vs. SysAid report.
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