Leistungsstarker Service Desk und einfach zu bedienendes, modulares ITSM-Tool
4.3/5 (170 Bewertungen)SysAid – ein seit 2002 bewährter ITSM-Anbieter – kann helfen, ein Unternehmen zu revolutionieren, indem er den internen und externen Kundenerfolg mit einem effizienten Service Desk steigert, die MTTR (Mean Time to Repair) für den gesamten Ticketing-Zyklus reduziert und auch die Anlagen mit Endpunkt-Technologien überwacht.
SysAid umfasst Netzwerkerkennung und IT-Asset-Management (ITAM), einschließlich der Verwaltung mobiler Geräte, sowie wertvolle Funktionen wie ein Endbenutzer-Self-Service-Portal, mobile Anwendungen, automatisches Zurücksetzen von Passwörtern, Chat, Benchmarking in der IT-Branche sowie erweiterte Workflow- und Automatisierungsfunktionen.
SysAid gibt dir letztendlich die leistungsstarken Werkzeuge an die Hand, die du benötigen, um dein ITIL-Framework effektiv zu verwalten und entscheidende Verbindungen zwischen Vorfällen, Problemen und Änderungen zu ermöglichen.
Vorteile
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.
Nachteile
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.
Leistungsstarker Service Desk und einfach zu bedienendes, modulares ITSM-Tool
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.
Vorteile
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.
Nachteile
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
Leistungsstarker Service Desk und einfach zu bedienendes, modulares ITSM-Tool
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.
Vorteile
Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.
Nachteile
Workflow management is a little outdated and has a bit of a learning curve.
Leistungsstarker Service Desk und einfach zu bedienendes, modulares ITSM-Tool
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.
Vorteile
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.
Nachteile
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.
Leistungsstarker Service Desk und einfach zu bedienendes, modulares ITSM-Tool
for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid
Vorteile
easy to use tool for end users, and capabilities for reporting services
Nachteile
very restricted directly access to database.
Leistungsstarker Service Desk und einfach zu bedienendes, modulares ITSM-Tool
Weiter unter folgen häufig gestellte Fragen über SysAid.
SysAid bietet folgende Kostenpläne an:
Beginnt ab: 3.000,00 $/Jahr
Preismodell: Kostenlos, Abonnement
Kostenlose Testversion: Verfügbar
Wir haben keine Informationen über die Funktionen von SysAid
SysAid hat die folgenden typischen Kunden:
Großunternehmen, Mittlere Unternehmen, Non-Profit
SysAid unterstützt die folgenden Sprachen:
Chinesisch (vereinfacht), Englisch, Französisch, Deutsch, Hebräisch, Italienisch, Japanisch, Portugiesisch, Russisch, Spanisch
SysAid hat folgende Preismodelle:
Kostenlos, Abonnement
SysAid unterstützt die folgenden Geräte:
iPhone, iPad
SysAid kann in folgende Anwendungen integriert werden:
Axonius, BeyondTrust, Ekran System, Help Desk Migration, JIRA Software, Nagios XI, Office 365, OneLogin, Sage 50cloud, Trello
SysAid bietet folgende Optionen für Kundensupport:
Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen
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.