Top 9 SysAid Alternatives in 2023

SysAid empowers IT teams to manage organizations' IT operations. However, several other options available can also provide you with similar functionality. These alternatives offer various features, such as incident management, problem management, change management, and more, and can be tailored to fit an organization's specific needs.

SysAid is an IT service management (ITSM) software that helps organizations streamline their IT operations and support. It offers many features like incident management, change management, asset management, knowledge management, etc. But there may be better fits for some companies; thus, other options are available in the market. 

Whether you're looking for a more cost-effective option or a solution with advanced capabilities, there are various alternatives to SysAid that you may consider. However, before exploring these alternatives, it's important to acknowledge the drawbacks of the SysAid platform that users should be aware of before using it.

Drawbacks of SysAid

Although equipped with a wide range of features, SysAid lacks some advanced capabilities in other ITSM software. For example, it needs to have built-in project management capabilities, which can be a limitation for organizations that manage IT projects and services. The list continues. Below, we have listed some of the other drawbacks as well.

• The tool can be expensive for some organizations, especially those with limited IT budgets. 

• The user interface of SysAid can be challenging to navigate, leading to a steep learning curve for new users. 

• The software can sometimes be slow and unresponsive, leading to delays in resolving IT issues.

• The setup and configuration process can be time-consuming and may require additional resources.

This article will explore some of the top alternatives to SysAid for IT service management.

List of SysAid Alternatives

Now, let's discuss the extensive list of SysAid alternatives.

1. Zluri

Zluri is a powerful SaaS management platform that offers organizations a revolutionized ITSM feature, i.e., the self-serve model - Employee App Store (EAS). This model provides access to applications to all employees and automates the whole SaaS access management process. 

Although employees can choose the apps they use, the IT team is responsible for managing the entire Employee App Store. With Zluri, IT teams determine the apps that are shown to the employees in the app store. Also, the control over employee access remains with IT teams.

Employees can bookmark their favourite apps for easy access. In addition, the App Launcher displays the organization's most used apps, allowing employees to select apps faster and reducing the waiting time for approvals. 

Moreover, IT teams can choose who would be included in the approval process. This includes department heads, app owners, etc., resulting in better collaboration among the approvers. 

Further, with EAS, employees get information like security & compliance details, app alternatives, etc., helping them to make an informed SaaS purchase. Also, EAS allows keeping a list of apps used in the organizations, making it easier for new employees to select from pre-approved options. 

Read more about the Zluri employee app store here.

Pros

• Zluri integrates with other IT tools and systems, such as monitoring and ticketing systems, making it easy to manage IT services across multiple platforms and devices.

• It streamlines the ITSM approach, making it easy for IT teams to stay on top of their service delivery goals and ensure that the employees get the best possible service reducing their waiting time.

• It provides IT teams with real-time reporting and analytics. Capabilities to monitor the apps' performance and make data-driven decisions to improve service delivery.

• Zluri helps IT teams deliver better services, automate workflows, and improve overall productivity.

Customer Rating

• G2: 4.8/5

• Capterra: 4.9/5

2. Freshservice

Freshservice is a service management solution that automates the organization's repetitive tasks and manual processes. It also improves resolution, reduces costs, and improves visibility.

The tool offers incident, service request, problem, and change & release management. This streamlines the business process and resolves all the issues at the organizational level.

Moreover, Freshservice helps organizations to focus on delivery and integrates with multiple cloud services such as Dropbox, AWS, and more.

Pros

• Freshservice offers many automation capabilities, including automated workflows and self-service portals, helping organizations streamline their IT processes.

• It offers a high level of customization, allowing organizations to tailor the software to their specific needs and requirements.

Cons

• It has limited capabilities in terms of reporting and analytics, which may need to be more for organizations with high reporting requirements.

• It has limited integrations compared to other ITSM software, making it less flexible for organizations with diverse IT systems.

Customer Rating

• G2: 4.6/5

• Capterra: 4.5/5

3. Agiloft Flexible Service Desk Suite

Agiloft's agile technology ensures an onboarding process, while the flexible platform supports various approval procedures through workflow integration, email notifications, and automatic agreement generation. It targets the requirements of medium to large businesses that want sophisticated automation. 

The Agiloft ITSM platform seamlessly integrates all the components essential for managing a sophisticated service desk. In addition, its solution is made to be flexible and scalable so that it can accommodate an organization's changing requirements and procedures.

Pros

• It offers advanced reporting and analytics capabilities, providing organizations with detailed insights into their IT processes.

• ​​The tool integrates with a wide range of third-party tools, such as Salesforce and Jira, allowing organizations to connect and manage multiple systems from a single platform.

Cons

• It can be difficult to get familiar with the user interface, especially for users with limited experience with ITSM software.

• The tool needs a mobile app, meaning users cannot access and manage IT services on the go.

Customer Rating

• G2: 4.5/5

4. SolarWinds Service Desk

Solarwinds Service Desk is an ITSM platform that helps IT teams eliminate hurdles in eliminating employee support services in the organization. It serves as a single point of contact for service requests, problem management, and configuration changes.

The solution offers incident management that combines, manages, and prioritizes tickets. The service catalogue in the tool standardizes the service requests. Furthermore, it entirely integrates IT asset management, including hardware and software.

Additionally, it offers change management to plan, review, and implement changes successfully in the organization. Furthermore, it provides a knowledge base system to empower the employees to resolve issues independently.

Pros

• It can be used to manage not just IT-related service requests but also from other departments, such as HR or finance.

• It offers integration with other IT service management tools, such as ITIL-compliant incident and problem management, helping users to manage IT infrastructure.

Cons

• The cost of the software and the required resources to implement and maintain it can be high for some organizations.

• It may require a significant amount of setup and configuration to utilize all its features to the most.

Customer Rating

• G2: 4.4/5

• Capterra: 4.6/5

5. JIRA Service Management

Jira Service Management is an ITSM tool that offers request, incident, problem, change, and configuration management capabilities. It enables incident management by responding, resolving, and learning from incidents. This enables IT teams to react quickly to vulnerabilities in the business environment.

The solution helps to track the root cause analysis of the problems and record the solutions to minimize the impact of incidents. Further, The tool empowers IT teams to gather information associated with any software changes to make strategic decisions and minimize risk. Finally, it helps IT teams stay updated with organizational incidents and changes.

Pros

• It has well-established, pre-built ITIL and IT Services Management practices that help IT teams manage requests efficiently.

Cons

• The learning curve for Jira can be steep, and it can take some time to master all of its features and functionalities.

• Due to its complex structure, it can be difficult for small teams or non-technical users to use the tool.

Customer Rating

• G2: 4.2/5

• Capterra: 4.4/5

6. ServiceNow IT Service Management

ServiceNow offers an ITSM solution that provides delivery and remediation of IT services. It optimizes productivity and cost in a single platform. The tool helps raise tickets associated with incidents, changes, and requests, which are promptly and effectively dealt with.

Additionally, the solution helps automate workflows and create contextual ideas using a single data module. The automation engine combines machine learning with automated actions to improve and increase resolution speed.

Pros

• ServiceNow has strong governance and compliance features, which makes it appropriate for highly regulated industries to stay compliant.

• It includes a self-service portal for users to submit and track their own requests, saving users time and improving their efficiency.

Cons

• The tool can be difficult to customize and configure, making it complex to meet the business requirements. 

• It may not be suitable for small teams or organizations that don't require the advanced features and functionalities ServiceNow provides, thereby limiting its usage.

Customer Rating

• G2: 4/5

• Capterra: 4.4/5

7. Microsoft System Center

By providing centralized management, Microsoft System Center makes it easier for clients to take advantage of the services offered by the Microsoft Cloud Platform.

It's a data centre management solution that helps companies of any size keep tabs on their network's resources, workloads, and applications from one accessible platform.

Microsoft System Center is an IT management software that is used for monitoring, upgrading, and repairing. It also provides ITSM capabilities, virtual administration, and other functions.

Pros

• The tool supports various operating systems, including Windows and Linux, making it flexible for IT teams to work across.

• It offers integration with other Microsoft technologies, such as Azure and Active Directory, making it a centralized platform for all ITSM requirements.

Cons

• Users may require specialized training and expertise to fully utilize the solution's features due to its complex user experience. 

• The tool has limited support for non-Microsoft platforms and technologies, which may restrict the tool's usage.

Customer Rating

• G2: 4.1/5

• Capterra: 4.4/5

8. BMC Helix ITSM

BMC Helix ITSM is a platform that can be tailored to meet the specific needs of any IT organization. It offers a wide range of capabilities, is more intuitive to use, can be deployed quickly, and is loaded with the most recent advancements in service administration.

BMC Helix ITSM integrates cutting-edge digital and automation technologies into a cloud-native platform, empowering organizations to deliver adaptive service management across hybrid and multi-cloud deployments.

Pros

• It offers various customization options, allowing organizations to tailor the tool to their specific needs.

• It has a user-friendly interface that makes it easy for users to submit and track incidents and requests.

Cons

• It may have some limitations on scalability as it may lead to performance issues while working with an extensive data set.

• It can be complex to set up and configure, which may be a problem for organizations with limited IT resources and need more IT expertise.

Customer Rating

• G2: 3.7/5

• Capterra: 4.1/5

9. Cherwell Service Management

Cherwell service management is a service desk solution that meets the organization's requirements to smoothen business operations. In addition, it helps to improve service delivery in the organization.

The solution offers a complete IT service desk and leverages the IT infrastructure library processes. It helps to submit requests, report issues, check the status, and resolve incidents. The tool also simplifies the changes in the organization and manages the lifecycle of hardware and software assets. 

Additionally, the solution offers complete visibility of the organization's business processes and manages them centrally.

Pros

• It is highly flexible and scalable, making it suitable for organizations of all sizes.

Cons

• It may require additional customization and integration effort with other systems, limiting users' flexibility to identify and track all the incidents, changes, problems, and more.

• It has limitations on certain functionalities, like configuration can be time-consuming compared to other similar ITSM tools.

Customer Rating

• G2: 4/5

• Capterra: 4.3/5