Are you looking to improve customer service? Do you want to optimize your service desk workflows? Are you looking to improve the employee experience?
If yes, then you must consider investing in a customer service solution. ServiceNow and SysAid are two such solutions we will be comparing today.
Customer service software can centralize your help desk, implement ITSM best practices, and improve employee and customer experience.
You can employ these solutions regardless of whether your company has an in-house team or work with an outsourced IT help desk.
We will be comparing ServiceNow and SysAid based on factors like deployment, ease of use, pricing, integrations, and customer support, among others.
ServiceNows’ product offerings revolve around making IT work for your business. Its product range is divided per IT, Employee, Customer, and Creator workflows.
Customer Service Management is a product under the Customer workflow. It includes features like a unified agent dashboard, omnichannel support, automation, and AI-guided decisions.
You can scale service desk operations as your business grows without compromising on the quality of customer service delivered.
SysAid specializes in IT service management and automation. Its product offerings include Help Desk, ITSM, and ITSM AI.
You can significantly improve productivity and streamline processes with its service automation capabilities. For example, you can automate routing rules which will send tickets to the right desk.
You can automate any workflow that involves multiple steps or teams. For example, the onboarding process can be digitized, right from assigning a laptop to setting up roles and privileges.
Servicenow vs SysAid Compared 2023
Now that you have a brief idea about the two products let us compare them in detail to understand which
ServiceNow provides plenty of resources to get started with and understand its product capabilities. You can visit the product documentation page available under the Customer Support category. Now Learning is another platform where you will find resources for getting started with the product.
To get started with SysAid, you can seek help from their ITSM experts. In the case of their on-premise offering, you would be responsible for installing and maintaining the servers and software.
You can also visit their Video Knowledge Base to access tutorials on topics like AI service desk, setting up, and using integrations like email and Jira.
In terms of deployment, ServiceNow is relatively easier.
Considering user reviews, SysAid delivers a better user experience than ServiceNow.
ServiceNow can be a user-friendly tool, but the features offered can be overwhelming for some users. Service desk agents will have to undergo training. They make time to get used to the tool. After the initial training period, agents should be well-equipped to make the most of the available features.
The SysAid offering, complete with the help desk and asset management, is easy to use. Reviews suggest the user interface is intuitive, and integrations make communication and collaboration easier.
3. Supported Platforms
ServiceNow can be accessed through the web or through its mobile applications. It can also be considered a PaaS service, as ServiceNow allows you to customize and deploy applications on individual instances.
SysAid is offered as an on-premise and cloud solution. With on-premise, you will have control over the application but will be responsible for software installation, upgrades, and server maintenance.
SysAid also offers mobile for on-premise, which works well for Android and iOS.
ServiceNow supports over 300 integrations. Some of these are included with their products, and others can be downloaded. You can visit ServiceNow’s App Store to view the full list of apps, solutions, products, and integrations.
Some of the top-rated IT service management integrations are:
- 3CLogic CTI
- Virtual Agents for IT Service Desk
- Azure Pipelines
- NetBrain Automation Integration
- Zoom Contact Center
SysAid offers over 25 integrations. The number may seem limiting, but you can actually use thousands of applications using an integration like Zapier. You can improve collaboration and productivity and create workflows without any code with 3000+ apps via Zapier.
You can visit SysAid’s Marketplace to view the list of integrations available. Some of the fully configured integrations are:
- Microsoft Teams
- Worksafe App
- Jira Software – Cloud Service
5. Ideal Customers
ServiceNow and SysAid have an overlapping target customer base. Both offer products suitable for small businesses, medium-sized companies, and large enterprises.
It depends on what pricing plans you choose. For example, as a small business, you can opt for standard version plans offering basic functionalities, while big teams can opt for enterprise plans.
Some of the prominent clients of ServiceNow are 7-Eleven, Ricoh, and Deloitte.
Some of the prominent clients of SysAid are Ikea, Motorola, Adobe, and the Johns Hopkins School of Medicine.
6. Pricing Plans
ServiceNow offers three plans for its Customer Service Management offering. They are:
These plans differ in terms of the modules and services offered. For example, the Enterprise plan includes additional features like process and workforce optimization compared to the Professional plan.
You can contact the sales team by providing company details and request for a custom quote.
SysAid offers three packages based on the ITSM needs of businesses. These packages are:
- Help Desk
- ITSM AI
One of the distinguishing factors of the packages offered is that all plans include implementation by SysAid professionals specializing in ITSM.
To get pricing details, please contact the SysAid sales team.
7. Free Trial and Demo
ServiceNow does not offer a free trial.
ServiceNow offers a demo library. You can view snippets, in-depth pre-recorded and live videos, and access a hands-on developer instance here. You need to sign up on the website with your company details, position, department, and contact information to access the library.
SysAid offers a 30-day free trial to users. You do not need a credit card to register for the trial. To get started, you must provide your name, company, work email, and phone number.
You can also book a free personalized demo session. You get a guided tour of the SysAid product, hands-on service desk experience, and a SysAid expert available to answer your questions.
8. Customer Support Services
To access ServiceNow’s support resources, visit the Now Support portal. Here you can find support in the form of product documentation, Now Community, best practices, trending topics, recent known errors, and more.
You can visit the product’s knowledge base page for technical support, articles, guides, and troubleshooting steps.
To access SysAid’s support resources, visit its Customer Success Hub. Here you can contact customer care, joint events, and webinars – in person or virtually. In addition, you can access documentation, online help, FAQs, or ask the community.
You can chat with technical experts from Monday to Friday, 8:00 am to 10:00 pm GMT. You can submit a ticket or call them 24/7.
9. User Training Resources
In terms of learning resources, ServiceNow offers a better and more structured approach than SysAid.
To access ServiceNow’s user training material, navigate to the ‘Customers’ section on its homepage. Here you will find links to product documentation, case studies, support, and community.
Under training and certification, you can access on-demand, live, hands-on and certification courses. Moreover, you can customize the user training process if you want to train your team on certain skills or products.
SysAid offers a Resource Center to its users. Here you can find training material in the form of webinars, virtual events, whitepapers, ebooks, videos, articles, and more.
SysAid’s video knowledge base can be helpful for new users. Here you can find videos for different modules like service desk, knowledge base, monitoring, a self-service portal, and more.
10. User Rating and Reviews
According to Gartner Peer Insights, ServiceNow has an overall rating of 4.3 out of 5 with 1747 user ratings. On the other hand, SysAid has an overall rating of 4.5 out of 5, with 578 ratings.
Some of the high-scoring features for ServiceNow are IT support enablement, adaptive change, release, collaboration, and configuration management. 78% of the reviewers are willing to recommend ServiceNow.
For SysAid, some of the top-rated features are multichannel engagement, user experience, IT knowledge management, and reporting. 87% of the reviewers are willing to recommend SysAid. It has also received the Gartner Peer Insights Customers’ Choice 2022 Award.
Servicenow vs SysAid Comparison Table
|Deployment||Easy||Fairly easy, contact SysAid’s ITSM experts|
|User-Friendliness||Yes, training required||Yes|
Mobile for on-premise
|Integrations||300+ integrations||25+ integrations|
|Ideal Customers||Small businesses
|Pricing Plans||Plans offered:
Contact sales for a custom quote
Contact sales for a quote
|Free Trial and Demo||No free trial
Demo Library available
|Free trial for 30 days
Free personalized demo offered
|Customer Support Services||Now Support portal||Customer Success Hub|
|User Training Resources||Now Learning||Resource Center
Video Knowledge Base
|User Rating and Reviews||4.3 out of 5 (1747 user ratings)||4.5 out of 5 (578 user ratings)|
The quality of customer service your business delivers can have an impact on revenue. Today, customers are more demanding. They would rather pay more than deal with companies that treat them like numbers.
ServiceNow and SysAid are products that can improve service desk workflows, empower employees to do better, and improve the overall support quality offered.
We hope the above comparison features provide you with an insight into these products and aid your decision-making process.