ServiceNow IT Service Management vs. SysAid

ServiceNow IT Service Management

SysAid

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
ServiceNow IT Service Management	Score8.7 out of 10	N/A	Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.	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 IT Service Management

SysAid

ITSM Standard: Custom Quote
ITSM Pro: Custom Quote
ITSM Enterprise: Custom Quote

No answers on this topic

Pricing Offerings
ServiceNow IT Service Management	SysAid
Free Trial
No	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	Yes

No setup fee

Required

ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.

SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.

Community Pulse
Key User Insights
	ServiceNow IT Service Management	SysAid
Considered Both Products	ServiceNow No answer on this topic	SysAid Technologies Kacian Smith Technical Support in Customer Service at eGov Jamaica Limited (Information Technology & Services, 201-500 employees) Chose SysAid SysAid is very cost-effective and flexible and integrates ITSM and asset management tools in one platform, reducing the need for separate tools. They have an intuitive interface that ensures a smooth user experience, reducing the learning curve for IT teams. SysAid offers … Incentivized Helpful? Verified User Chose SysAid Sysaid had many of the service offerings as the large players had but at a much more cost effective price point. The licensing model was very fair and we felt that the amount of time that we would have to re-invest in the tool was minimal. For example, one of the other … Incentivized Helpful? Verified User Chose SysAid I have worked with Hornbill and ServiceNow in the past and both tools delivered a good experience. As with all ITSM tools that I have worked with you get out as much as you put in, the big investment is in your own people to enable them to get the best out of the tools. SysAid … Incentivized Helpful? Lee Trieu Global Service Delivery Team Leader in Information Technology at Ornua (Dairy, 5001-10,000 employees) Chose SysAid There is still some room for improvement as the look and feel on the other platform are a little more refined. The GUI is a little nicer than SysAid and there is a lot of custom work needed with SysAid which needs a more hands-on approach vs other providers but overall SysAid … Incentivized Helpful? Mohammed Ahmed Customer Experience Manager - IT Services in Information Technology at University of West London (Higher Education, 1001-5000 employees) Chose SysAid Sysaid to customer offerings is easy to use and is value for money Incentivized Helpful? Carlos Valera IT Project Manager in Information Technology at VenturesSoft (Information Technology & Services, 51-200 employees) Chose SysAid SysAid is an excellent tool that fully complies with the ITSM requirements, compared to its competition, its functions are the same or better, but the value is found in the price per license that is lower, in our case that was the differentiator so we decided to go with SysAid … Incentivized Helpful? Verified User Chose SysAid SysAid was selected mainly for its flexibility with configurations, adaptability to internal processes of various companies that propose constant and gradual changes in order to align with ITSM strategies, support and documentation, and integrations with other platforms. Incentivized Helpful? Tony Tan Application Consultant in Information Technology at North York General Hospital (Health, Wellness and Fitness, 1001-5000 employees) Chose SysAid We chose SysAid over the cost concern. Also, SysAid is a power all-in-one application that can do all the work. We ended up using different applications for different tasks (patch management, anti-virus and asset management) because other management and performance issues. Incentivized Helpful? Verified User Chose SysAid Sysaid was seen as a very strong service desk, which it is. A year in, we started with agile processes in our development teams, and sysaid could not provide us with what we needed in order to successfully implement across. Incentivized Helpful? Jeff Daniels Network Engineer in Information Technology at EPMG-Emergency Physicians Medical Group (Hospital & Health Care, 501-1000 employees) Chose SysAid This very full-featured, expensive and complex system provides pretty much everything you would ever want in a ticketing system (and more), but at the cost of complexity, usability and high cost. SysAid provides exactly what we need in an affordable and easy to use package. Incentivized Helpful? Verified User Chose SysAid The main inconvenience of Service now was the cost and that the application has a minimum on the initial application cost Incentivized Helpful?
	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 IT Service Management

SysAid

Comparison of Incident and problem management features of ServiceNow IT Service Management and SysAid
Feature	ServiceNow IT Service Management 8.9 68 Ratings	SysAid 9.1 178 Ratings
Organize and prioritize service tickets	10.067 Ratings	9.9177 Ratings
Expert directory	8.051 Ratings	8.0144 Ratings
Service restoration	8.056 Ratings	8.9125 Ratings
Self-service tools	10.065 Ratings	8.3171 Ratings
Subscription-based notifications	9.063 Ratings	9.9127 Ratings
ITSM collaboration and documentation	9.060 Ratings	9.4145 Ratings
ITSM reports and dashboards	8.062 Ratings	9.4154 Ratings

Comparison of ITSM asset management features of ServiceNow IT Service Management and SysAid
Feature	ServiceNow IT Service Management 8.3 61 Ratings	SysAid 8.6 154 Ratings
Configuration mangement	8.060 Ratings	9.8144 Ratings
Asset management dashboard	8.059 Ratings	8.9151 Ratings
Policy and contract enforcement	8.952 Ratings	7.1103 Ratings

Comparison of Change management features of ServiceNow IT Service Management and SysAid
Feature	ServiceNow IT Service Management 9.0 62 Ratings	SysAid 9.8 143 Ratings
Change requests repository	9.062 Ratings	9.8130 Ratings
Change calendar	9.056 Ratings	9.8109 Ratings
Service-level management	9.058 Ratings	9.8135 Ratings

User Ratings
	ServiceNow IT Service Management	SysAid
Likelihood to Recommend	10.0 (79 ratings)	9.3 (180 ratings)
Likelihood to Renew	9.0 (13 ratings)	8.9 (19 ratings)
Usability	9.0 (12 ratings)	8.0 (45 ratings)
Availability	10.0 (1 ratings)	9.1 (5 ratings)
Performance	9.0 (1 ratings)	9.1 (5 ratings)
Support Rating	7.3 (22 ratings)	7.5 (53 ratings)
In-Person Training	- (0 ratings)	9.1 (2 ratings)
Online Training	1.0 (1 ratings)	9.1 (3 ratings)
Implementation Rating	10.0 (3 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	10.0 (1 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)

ServiceNow IT Service Management vs. SysAid

ServiceNow IT Service Management

SysAid

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