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.

SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

We take all the problems that arise in the systems through this tool. It helps us to keep a good control of the incidents with the users. It allows us to carry metrics that help improve the controls of our systems.

We also use it for tracking changes, keeping an inventory of our assets, and generating reports. We are now better able to track and manage our assets, as well as identify the type and version of software running on each machine.

Los usuarios somos mas productivos eliminando tiempos de espera de ayuda de soporte tecnico