Cherwell Service Management vs SysAid comparison

Ivanti and SysAid are both solutions in the Help Desk Software category. Ivanti is ranked #25, while SysAid is ranked #19 with an average rating of 8.5. Ivanti holds a 0.6% mindshare in HDS, compared to SysAid’s 0.7% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 90% of SysAid users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

643 Views
250 Comparison Views

80% willing to recommend

SysAid

Read 10 SysAid reviews

423 Views
223 Comparison Views

90% willing to recommend

Cherwell Service Management

SysAid

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SysAid and Cherwell Service Management are competitive IT service management solutions tailored for businesses seeking robust support infrastructure. SysAid appears advantageous in pricing and customer support satisfaction, while Cherwell leads with a more comprehensive feature set, valued by businesses that prioritize functionality over cost.

Features: SysAid's strength lies in integrated modules offering asset management, ticketing, and automation tools that efficiently streamline IT operations. Cherwell, on the other hand, stands out with customizable ITIL processes, a greater focus on workflow automation, and detailed reporting tools.

Room for Improvement: SysAid could enhance its reporting and analytics capabilities and further simplify the customizability of workflows and user interface. While Cherwell may benefit from reducing onboarding complexity, enhancing user interface intuitiveness, and offering more competitive price structuring.

Ease of Deployment and Customer Service: SysAid offers swift deployment in both cloud-based and on-premises solutions with an intuitive setup process and responsive customer support. Cherwell supports both deployment options but requires a slightly longer onboarding process, balanced by its robust configuration possibilities and expert support.

Pricing and ROI: SysAid generally provides more cost-effective setup options with a faster return on investment due to lower initial costs and straightforward pricing models. Cherwell, although representing a higher upfront investment, provides an ROI aligning with its feature richness and long-term adaptability.

To learn more, read our detailed Cherwell Service Management vs. SysAid Report (Updated: April 2025).

Buyer's Guide

Cherwell Service Management vs. SysAid

April 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cherwell Service Management

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

19th

Ranking in IT Service Management (ITSM)

18th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 0.6%, down from 1.0% compared to the previous year. The mindshare of SysAid is 0.7%, down from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

Read full review

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The dashboard is very useful to get a quick overview of current tasks."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The most valuable features are problem management and change management."

"All our activities are carried out in the one place."

"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."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"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 SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."

"The solution can scale."

"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."

"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."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

More SysAid pros

Cons

"The stability, specifically in the on-premises deployment model, could be improved."

"Access is only available if we're on VPN."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"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."

"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."

"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."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"We would like them to approve the security functionalities, e.g., management security features."

"Currently, SysAid does not have a mobile application."

"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."

"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."

More SysAid cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"We saw our investment back at the end of year one."

"SysAid is a good solution, especially from a pricing perspective."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

"The pricing of SysAid is less than its competitors."

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Top Industries

By visitors reading reviews

Educational Organization

65%

Computer Software Company

Government

Healthcare Company

Computer Software Company

14%

Financial Services Firm

12%

Retailer

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

See all answers

What is your experience regarding pricing and costs for SysAid?

Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.

See all answers

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

See all answers

Comparisons

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Compared 33% of the time

Teamwork vs SysAid

Compared 31% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download Cherwell Service Management product report

Buyer's Guide

SysAid

March 2025

Download SysAid product report

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

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.

SysAid

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank

Buyer's Guide

Cherwell Service Management vs. SysAid

April 2025

Free Report: Cherwell Service Management vs. SysAid

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