SysAid est un logiciel de gestion de service client et support IT orienté ITIL. L'application se décline en deux versions : SysAid Help Desk, SysAid ITSM
La version SysAid Help Desk permet une gestion facile et efficace du support IT grâce à un outils performant de gestion des tickets. Le logiciel inclut également des fonctions telles que : la gestion des actifs IT, un libre-service, gestion des appareils mobiles, un chat, une application mobile, un outil benchmark...
La version SysAid ITSM inclut toutes les fonctionnalités de la version helpdesk plus des outils IT clés tels que l'aide à la gestion des problèmes, du changement des incidents et des requêtes.
Entièrement personnalisable selon les besoins de l'utilisateur, SysAid permet également l'intégration d'applications tierces et l'automatisation de nombreuses fonctions.
Avantages
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.
Inconvénients
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.
Before having the tool, there was an open source that was too limited, the need to look for a tool like SysAid was born with the company's certification processes, SysAid complies with the ITIL standards and that is what motivated us to choose it . It has solved all the approval processes in flows, the requests and above all the control of changes. At the moment we are adapting the process of problems and projects.
Avantages
From the configuration process to the implementation process or production step it is completely easy and the best that is accompanied by the SysAid team. The use of incidents, requests, change control and problem management is the most optimal tool.
Inconvénients
More than the tool, it is the price per administrator you have, there should be a price depending on the type of administrator user that I require
We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.
Avantages
Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.
Inconvénients
Workflow management is a little outdated and has a bit of a learning curve.
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.
Avantages
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.
Inconvénients
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.
for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid
Avantages
easy to use tool for end users, and capabilities for reporting services
Inconvénients
very restricted directly access to database.
Contactez SysAid pour plus de renseignement concernant les tarifs.
Voici quelques-unes des questions fréquentes sur SysAid.
Types de licences disponibles pour SysAid :
À partir de: 3 000,00 $US/année
Type de licence: Gratuit, Abonnement
version d'essai gratuite: Disponible
Contactez SysAid pour plus de renseignement concernant les tarifs.
Nous n'avons pas d'informations sur les fonctionnalités de SysAid.
Utilisateurs habituels du logiciel SysAid :
Grandes entreprises, Entreprises de taille moyenne, Non Profit
Langues dans lesquelles SysAid est disponible :
chinois (simplifié), anglais, français, allemand, hébreu, italien, japonais, portugais, russe, espagnol
Types de licences disponibles pour SysAid:
Gratuit, Abonnement
Appareils pris en charge par SysAid :
iPhone, iPad
Applications s'intégrant à SysAid :
Axonius, BeyondTrust, Ekran System, Help Desk Migration, JIRA Software, Nagios XI, Office 365, OneLogin, Sage 50cloud, Trello
Ressources d'aide disponibles pour SysAid :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
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.