Parature (Discontinued) vs. SysAid

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.

Incentivized

SysAid just works. For the number of built in features, it is relatively easy to use and get started with. Getting started with SysAid is hassle free as well. Once setting up the RDS on prem, rolling out to all of the machines is a breeze. The cloud service takes over from there. Device scans will immediately begin sending data to SysAid cloud that provides hardware and software information.

Incentivized

• Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
• Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
• Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.

Incentivized

• Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
• Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
• knowledge base links directly to tickets, so repeat issues are easy to solve.

Incentivized

• Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
• The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
• Support was often unresponsive when contacted for unplanned problems.
• The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
• It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.

Incentivized

• The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
• Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services

Incentivized

Parature has been the best option for this campus in terms of what we use it for and there is no alternative

Incentivized

This rating reflects our overall satisfaction with the platform’s performance, reliability, and flexibility in meeting our IT service management needs. SysAid has streamlined our ticketing processes, enhanced asset management, and improved operational efficiency through automation and reporting. The system’s adaptability across multiple departments has added significant value beyond IT. An excellent service tool.

Incentivized

It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.

Incentivized

Whilst it delivers on most of the features it comes with, I feel Change Management needs a complete re-do as it is really complicated, and think it should be made to be straightforward. For the free services of their Market Place, they should develop a platform where one can just browse for the script (downloaded) and apply the patch, without having to go into various places in code to activate the service. or at least, build the integrations into the system and have [a] section under settings, or even straight from the Market Place, where one can just enable the service, and if required, be prompted to input additional information, including credentials.

They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.

Incentivized

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

Nothing ever seemed to get resolved

Incentivized

SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.

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

It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time

There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs

Incentivized

There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.

Incentivized

When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.

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 have used SysAid since 2008. Through out these years, we find that SysAid support is very helpful and professional. The respond that we get is very fast and they will help us until we have solved our problem that we reported to them. So far, we are very happy with SysAid support.

Incentivized

• Parature allows for better Customer Service
• Can follow up automatically for tickets
• Will automatically close tickets that haven't been responded to.
• Allows customers to reopen tickets easily and not allow them to be missed.

Incentivized

• How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
• Intuitive interface. Integration to Outlook. Easy reporting.
• It has a very user-friendly interface and effective management capabilities.

Incentivized