Built 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…
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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.
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Pricing
ServiceNow Customer Service Management
SysAid
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ServiceNow Customer Service Management
SysAid
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Required
Additional Details
—
SysAid 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 Management
SysAid
Considered Both Products
ServiceNow
No answer on this topic
SysAid Technologies
Verified User
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
CTO (Chief Technical Officer) in Information Technology at Brian Bell & Company Ltd (Retail, 1001-5000 employees)
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Applications Support in Information Technology at ONELINK (Information Technology & Services, 5001-10,000 employees)
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, …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Key User Insights
Would buy again
No answers on this topic
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Delivers good value for the price
No answers on this topic
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Happy with the feature set
No answers on this topic
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Lived up to sales and marketing promises
No answers on this topic
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Implementation went as expected
No answers on this topic
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Features
ServiceNow Customer Service Management
SysAid
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 tickets
7.66 Ratings
9.9177 Ratings
Expert directory
7.95 Ratings
8.0144 Ratings
Subscription-based notifications
7.15 Ratings
9.9127 Ratings
ITSM collaboration and documentation
4.45 Ratings
9.4145 Ratings
Ticket creation and submission
9.26 Ratings
00 Ratings
Ticket response
6.06 Ratings
00 Ratings
Service restoration
00 Ratings
8.9125 Ratings
Self-service tools
00 Ratings
8.3171 Ratings
ITSM reports and dashboards
00 Ratings
9.4154 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 base
4.44 Ratings
00 Ratings
Internal knowledge base
5.15 Ratings
00 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 portal
7.24 Ratings
00 Ratings
IVR
5.34 Ratings
00 Ratings
Social integration
3.54 Ratings
00 Ratings
Email support
7.45 Ratings
00 Ratings
Help Desk CRM integration
8.25 Ratings
00 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 mangement
00 Ratings
9.8144 Ratings
Asset management dashboard
00 Ratings
8.9151 Ratings
Policy and contract enforcement
00 Ratings
7.1103 Ratings
Change management
Comparison of Change management features of ServiceNow Customer Service Management and SysAid