OpenText Service Manager vs. SysAid

I would definitely recommend HPSM after working with various other ticketing tools, as it supports and provides the best value and user friendly and quite adaptive to the modern technology mainly the SMS feature, where users were notified for any issues when there are tickets raised. Upgrades and the support provided by the HPSM tech staff is commendable.

Incentivized

SysAid is Great for IT Support. Tickets can be easily entered using the portal that has a more modern look and feel. We have also used SysAid for our Customer Service Team. Tickets can come in through email or direct access through the cloud. They no longer get lost in the shuffle. Reports can be produced for the managers to better undersand where issues are.

Incentivized

• Capacity management like maintaining CI's and their relations is good.
• Approvals with HPSM is a cake walk and quite logical.
• There is no wait for troubleshooting or help, HPSM tech help is always there.

Incentivized

• Ease of use for end users creating tickets from their own Self-Service Portal (which is tied into Windows Active Directory so no login is needed).
• Ease of use and management of tickets by the IT staff.
• Flexibility. We currently have IT teams associated with a single program, a single department, and all other IT items. SysAid allows us to easily manage this, add to it, change it, etc.
• Support - SysAid support has remained consistently great throughout the years that we have had the product. That is a fairly rare thing for hosted solutions these days.
• Expandability. We have a lot more that we can still do with the product and are working on expanding what it can do as we move forward in time. There is a lot to this product overall.

Incentivized

• When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
• It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
• It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
• When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
• I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.

Incentivized

• [I would like it if the] Due Date [could] recalculate if a ticket has been stopped (awaiting user).
• [The] dashboard could have more options when creating a new graphic.
• [The] end user portal [could offer] the ability to customize more info, like font and adding more images.

Because through SYSAID is how the operation of all IT is carried out and in this way the performance indicators of the services, systems, operation, trends, workloads, project control and their deviations are known; as well as the requests for changes and requirements that are requested by both users and that is where the system improvement projects are triggered, such as change controls, which by the way are audit topics.

Incentivized

It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.

Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.

Incentivized

In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.

Incentivized

I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.

Incentivized

My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.

Incentivized

The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.

Incentivized

In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office

Incentivized

I have seen other products but I have only worked with HPSM.

Incentivized

The value of SysAid just seemed to be much better than Kaseya. The review was relatively short with Kaseya, but I immediately liked what SysAid offered. The overall capability compared to the costs associated with SysAid made it a great choice.

Incentivized

Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también

• We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.

Incentivized

• Our resolution time has increased a lot compared to not using a ticketing system.
• We have reduced communication load significantly for our helpdesk admins.
• The knowledgebase is rough, but still allows us to preserve and share our collective experience and expertise.

Incentivized