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ServiceNow Customer Service Management vs. SysAid

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    ServiceNow Customer Service Management

    Score7.8 out of 10
    N/ABuilt on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A

    SysAid

    Score9.1 out of 10
    Mid-Size Companies (51-1,000 employees)
    SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.N/A
    Pricing
    ServiceNow Customer Service ManagementSysAid
    Editions & Modules
    No answers on this topic
    No answers on this topic
    Offerings
    Pricing Offerings
    ServiceNow Customer Service ManagementSysAid
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeRequired
    Additional DetailsSysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
    More Pricing Information
    Community Pulse
    ServiceNow Customer Service ManagementSysAid
    Considered Both Products
    ServiceNow
    No answer on this topic
    SysAid Technologies
    Chose SysAid
    SysAid is a decent ITSM based product for the money if you want an application that for the most part can be setup and administered without a dedicated resource assigned to SysAid maintenance.

    In my experience, it does not have the full functionality of either Cherwell or …
    Incentivized
    Chose SysAid
    I joined my company Brian Bell & Company Ltd in November 2019. Before this I was employed with a mining company and invested in the ServiceNow ITSM service management system. Pretty pricey in terms of the software licensing and implementation. We had to engage with a solutions …
    Incentivized
    Chose SysAid
    A few years ago at the beginning of the pandemic, it was evaluated to have an application that would help us with a remote connection to the teams to be able to provide remote support to the teams, at the time SysAid integrated TeamViewer into its APIs for remote connection, …
    Incentivized
    Chose SysAid
    It is easy to use, and offers more options than just ticket handling.
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    ServiceNow Customer Service ManagementSysAid
    Incident and problem management
    Comparison of Incident and problem management features of ServiceNow Customer Service Management and SysAid
    Feature
    ServiceNow Customer Service Management
    7.0
    6 Ratings
    SysAid
    9.1
    178 Ratings
    Organize and prioritize service tickets7.66 Ratings9.9177 Ratings
    Expert directory7.95 Ratings8.0144 Ratings
    Subscription-based notifications7.15 Ratings9.9127 Ratings
    ITSM collaboration and documentation4.45 Ratings9.4145 Ratings
    Ticket creation and submission9.26 Ratings00 Ratings
    Ticket response6.06 Ratings00 Ratings
    Service restoration00 Ratings8.9125 Ratings
    Self-service tools00 Ratings8.3171 Ratings
    ITSM reports and dashboards00 Ratings9.4154 Ratings
    Self Help Community
    Comparison of Self Help Community features of ServiceNow Customer Service Management and SysAid
    Feature
    ServiceNow Customer Service Management
    4.7
    5 Ratings
    SysAid
    -
    Ratings
    External knowledge base4.44 Ratings00 Ratings
    Internal knowledge base5.15 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of ServiceNow Customer Service Management and SysAid
    Feature
    ServiceNow Customer Service Management
    6.3
    6 Ratings
    SysAid
    -
    Ratings
    Customer portal7.24 Ratings00 Ratings
    IVR5.34 Ratings00 Ratings
    Social integration3.54 Ratings00 Ratings
    Email support7.45 Ratings00 Ratings
    Help Desk CRM integration8.25 Ratings00 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of ServiceNow Customer Service Management and SysAid
    Feature
    ServiceNow Customer Service Management
    -
    Ratings
    SysAid
    8.6
    154 Ratings
    Configuration mangement00 Ratings9.8144 Ratings
    Asset management dashboard00 Ratings8.9151 Ratings
    Policy and contract enforcement00 Ratings7.1103 Ratings
    Change management
    Comparison of Change management features of ServiceNow Customer Service Management and SysAid
    Feature
    ServiceNow Customer Service Management
    -
    Ratings
    SysAid
    9.8
    143 Ratings
    Change requests repository00 Ratings9.8130 Ratings
    Change calendar00 Ratings9.8109 Ratings
    Service-level management00 Ratings9.8135 Ratings
    User Ratings
    ServiceNow Customer Service ManagementSysAid
    Likelihood to Recommend
    7.4
    (6 ratings)
    9.3
    (180 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    8.9
    (19 ratings)
    Usability
    10.0
    (1 ratings)
    8.0
    (45 ratings)
    Availability
    -
    (0 ratings)
    9.1
    (5 ratings)
    Performance
    -
    (0 ratings)
    9.1
    (5 ratings)
    Support Rating
    9.0
    (1 ratings)
    7.5
    (53 ratings)
    In-Person Training
    -
    (0 ratings)
    9.1
    (2 ratings)
    Online Training
    -
    (0 ratings)
    9.1
    (3 ratings)
    Implementation Rating
    -
    (0 ratings)
    8.5
    (11 ratings)
    Configurability
    -
    (0 ratings)
    9.1
    (2 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    9.1
    (14 ratings)
    Ease of integration
    -
    (0 ratings)
    9.1
    (3 ratings)
    Product Scalability
    -
    (0 ratings)
    9.1
    (5 ratings)
    Professional Services
    -
    (0 ratings)
    9.1
    (9 ratings)
    Vendor post-sale
    -
    (0 ratings)
    9.1
    (4 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    9.1
    (4 ratings)