We performed a comparison between SCSM and SysAid based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution offers good productivity at a low price point."
"This solution is easy to use."
"The most valuable feature is the reporting of incidents."
"The reporting is very good."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"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 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 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."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The solution can scale."
"I would say the overall flexibility of the product is its most valuable feature."
"The simplicity of the solution is excellent."
"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."
"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."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"The configuration could be easier."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"Resources for understanding compliance and relative compliance need to be made available."
"Mobile application integration would be an improvement."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"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."
"Currently, SysAid does not have a mobile application."
"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."
"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."
"SysAid has fewer AI features compared to other tools."
"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."
"We would like them to approve the security functionalities, e.g., management security features."
"There is a learning curve for the users."
SCSM is ranked 14th in Help Desk Software with 23 reviews while SysAid is ranked 19th in Help Desk Software with 10 reviews. SCSM is rated 7.0, while SysAid is rated 8.4. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas SysAid is most compared with ServiceNow, Spiceworks and JIRA Service Management. See our SCSM vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.