We performed a comparison between ServiceNow 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."For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"The workflow makes things extremely efficient and it improves effectiveness."
"ServiceNow was the first true enterprise to service management platform."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"We have found change management and CMDB to be very useful."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"Identifies better ways to license software or eliminate unused software to save money."
"The solution can scale."
"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."
"I would say the overall flexibility of the product is its most valuable feature."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"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 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."
"The simplicity of the solution is excellent."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"The solution's user experience could be improved concerning its UI and portals."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"ServiceNow doesn't cater to the Middle Eastern market."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"SysAid has fewer AI features compared to other tools."
"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."
"Currently, SysAid does not have a mobile application."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"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."
"There is a learning curve for the users."
"We would like them to approve the security functionalities, e.g., management security features."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. ServiceNow is rated 8.4, while SysAid is rated 8.4. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". 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". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas SysAid is most compared with Spiceworks and JIRA Service Management. See our ServiceNow vs. SysAid report.
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