Spiceworks vs SysAid comparison

Spiceworks and SysAid are both solutions in the Help Desk Software category. Spiceworks is ranked #17 with an average rating of 8.0, while SysAid is ranked #19 with an average rating of 8.5. Spiceworks holds a 1.8% mindshare in HDS, compared to SysAid’s 0.7% mindshare. Additionally, 86% of Spiceworks users are willing to recommend the solution, compared to 90% of SysAid users who would recommend it.

Spiceworks

Read 47 Spiceworks reviews

1,012 Views
523 Comparison Views

86% willing to recommend

SysAid

Read 10 SysAid reviews

543 Views
278 Comparison Views

90% willing to recommend

Spiceworks

SysAid

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Spiceworks and SysAid compete in the IT service management category, with SysAid having the upper hand due to its comprehensive IT management features and customizable options.

Features: Spiceworks provides a free help desk and inventory management system ideal for small to medium-sized businesses. It offers a simple interface, network inventory capabilities, and community support. SysAid, however, includes advanced IT management features such as change management and a self-service portal, with strong customization capabilities and integration with other systems.

Room for Improvement: Spiceworks could improve its reporting features, enhance network scanning accuracy, and offer better scalability for larger enterprises. Users find the ticketing system basic and expect more powerful monitoring tools. SysAid needs to enhance mobile accessibility, reporting functionalities, and user training resources, with suggestions for an improved Knowledge Base and a more intuitive user interface.

Ease of Deployment and Customer Service: Spiceworks is primarily an on-premises solution known for its active community-based support, though it lacks direct technical assistance. SysAid offers both on-premises and cloud deployment options, with praised technical support and extensive customization features, although users recommend faster support response times.

Pricing and ROI: Spiceworks’ free offering appeals to budget-conscious organizations, presenting significant ROI despite the setup and learning time. SysAid provides competitive pricing and strong value relative to other enterprise solutions, delivering favorable ROI through its robust feature set.

To learn more, read our detailed Spiceworks vs. SysAid Report (Updated: December 2024).

Buyer's Guide

Spiceworks vs. SysAid

December 2024

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Helped 824,067 peers since 2012

Categories and Ranking

Spiceworks

Ranking in Help Desk Software

17th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (11th), IT Infrastructure Monitoring (40th)

SysAid

Ranking in Help Desk Software

19th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (18th)

Mindshare comparison

As of December 2024, in the Help Desk Software category, the mindshare of Spiceworks is 1.8%, up from 1.3% compared to the previous year. The mindshare of SysAid is 0.7%, down from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Hassan Zia

IT Service Desk Manager (Global Delivery) at MLOGICA, INC.

Good low-cost service desk system, but lacks in automation workflows and categorization

One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me. There are also several other automation features in ServiceDesk that are not present in Spiceworks. Another feature that I have always wanted in Spiceworks is categorization. Let's suppose that I select a certain piece of software within Spiceworks, and I want to see the subcategories, Spiceworks should be able to auto-populate those subcategories. This is unfortunately not possible within Spiceworks at the moment.

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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.

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Quotes from Members

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

Pros

"The most valuable features are the inventory and personalization."

"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."

"It's easy to understand."

"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."

"Spiceworks is generic and free."

"Helpdesk and inventory are both equally valuable, and they form the true core of the product."

"The solution is easy to use and easy to manage."

"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."

More Spiceworks pros

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

"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."

"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."

"I would say the overall flexibility of the product is its most valuable feature."

"The simplicity of the solution is excellent."

"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 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 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."

More SysAid pros

Cons

"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."

"The GUI must be improved."

"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."

"Sometimes, it can be difficult to integrate what you need."

"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."

"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."

"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."

"Having an integrated asset management tool, where I can plug in things that are offline, would be good."

More Spiceworks cons

"There is a learning curve for the users."

"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."

"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."

"SysAid has fewer AI features compared to other tools."

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

"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."

"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."

More SysAid cons

Pricing and Cost Advice

"The product is free! Get it now."

"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."

"It's free."

"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."

"The tool is cheap."

"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."

"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."

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

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

"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."

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Comparison Review

it_user174738

IT Developer at a tech services company with 51-200 employees

May 31, 2015

Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor

I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…

Read full review

Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

10%

University

Real Estate/Law Firm

Computer Software Company

15%

Financial Services Firm

11%

Insurance Company

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Spiceworks?

The solution is easy to use and easy to manage.

See all answers

What is your experience regarding pricing and costs for Spiceworks?

The tool is cheap.

See all answers

What needs improvement with Spiceworks?

The GUI must be improved. The GUI looks old-fashioned. The vendor must do some web development for it.

See all answers

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 31% of the time

Lansweeper vs Spiceworks

Compared 24% of the time

ServiceNow vs Spiceworks

Compared 23% of the time

Freshdesk vs Spiceworks

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Spiceworks

Compared 7% of the time

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ServiceNow vs SysAid

Compared 38% of the time

JIRA Service Management vs SysAid

Compared 31% of the time

Teamwork vs SysAid

Compared 31% of the time

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Product Reports

Buyer's Guide

Spiceworks

November 2024

Download Spiceworks product report

Buyer's Guide

SysAid

November 2024

Download SysAid product report

Learn More

Spiceworks

SysAid

Overview

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.

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.

Sample Customers

Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino

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

Spiceworks vs. SysAid

December 2024

Free Report: Spiceworks vs. SysAid

Find out what your peers are saying about Spiceworks vs. SysAid and other solutions. Updated: December 2024.

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