IT Service Management
SysAid
Rest of world Report an error0–5 in half steps. 5 means the rubric's top anchor is met on the evidence.
by SysAid Technologies Ltd. · www.sysaid.com
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SysAid at a glance
- Vendor
- SysAid Technologies Ltd.
- Headquarters
- Not stated on the vendor’s pages as of 1 Nov 2026
- Data hosting
- Not stated on the vendor’s pages as of 1 Nov 2026
- Free plan
- Not stated on the vendor’s pages as of 1 Nov 2026
- Panel verdict
- The AI panel rates SysAid 3/5, the mean of 6 judges. SysAid is an IT service management platform sold in cloud and on-premise editions, and persona-weighted totals across the bench run 5.6 to 6.5. how scores are made
- As of
- Vendor pages captured 1 Nov 2026; evaluated by the panel 2 Nov 2026. all sources
Read this page as one judge. Each weighs the same scores by what they care about.
The panel's verdict
SysAid is an IT service management platform sold in cloud and on-premise editions, and persona-weighted totals across the bench run 5.6 to 6.5. Its strongest areas are change and problem management and assets and CMDB, both 7: change management comes with ITIL templates, a change calendar, CAB coordination, CMDB-backed AI risk analysis and exportable audit logs, and the CMDB pairs 250+ custom fields with Lansweeper-powered discovery across AWS, Entra ID and Google Cloud, synced daily. The service desk and self-service portal score 6 to 7; sovereignty 5 to 6; deployment and integration 5 to 6. Pricing transparency is the weakest criterion at 4 to 5: Professional is public at "€79 agent/month", Enterprise is custom starting at 20 agents, and we found no public information on the on-premise licence, onboarding, minimum term or VAT treatment. On sovereignty, the contracting entity is SysAid Technologies Ltd. of Israel, AWS is the named sole sub-processor, customers may choose EU-based data processing, and the SCCs are governed by Irish law. flagged splits came back empty; the score bands are narrow.
Speaks for it
- Change and problem management scores 7, with pre-built ITIL change templates, a change calendar with SLA timers and alerts, CAB coordination with auto-notifications, CMDB-backed AI risk analysis and exportable audit logs.
- Assets and CMDB scores 7, with unlimited configuration items, 250+ custom fields, automatic relationship mapping and Lansweeper-powered discovery spanning 150+ cloud service types across AWS, Entra ID and Google Cloud with daily sync.
- SysAid is certified a PeopleCert ITIL 4 Accredited Tool Vendor, with seven practices named as assessed by independent assessors, among them Change Enablement, Problem Management and Service Configuration Management.
- Intake runs multi-channel — inbound email automatically converted to tickets, the self-service portal, an AI chatbot in Microsoft Teams and email, telephone and walk-up — with routing by SLA, company, user group and category and SLA timers that predict violations.
- AWS is named as the sole sub-processor with a GDPR-compliant data processing agreement, the published addendum carries EU Standard Contractual Clauses governed by Irish law, and ISO 27001/27017/27018 and SOC 2 Type II are stated.
Held against it
- Pricing transparency scores 4 to 5: only Professional is priced publicly at "€79 agent/month", Enterprise is custom starting at 20 agents, one captured pricing page shows only a demo call to action, and we found no public information on the on-premise licence, onboarding, minimum term or VAT treatment.
- We found no public information on time tracking on tickets, major-incident handling or skills-based routing — the repeated gaps behind the service-desk scores of 6 to 7.
- The on-premise edition appears in the GDPR statement, and we found no public information on feature parity with the cloud edition, SCIM provisioning or multi-client operation with separated client data; deployment and integration scores 5 to 6.
- "Over 1000 integrations" is a homepage count with none named individually on the captured pages, and we found no public information on a public status page or a documented migration from named tools.
- The contracting entity is SysAid Technologies Ltd. of Israel, and we found no public information on sub-processor hosting locations, a named EU hosting region or an EU contracting entity or representative; sovereignty scores 5 to 6.
Best for
- You chair a change advisory board and want ITIL change templates, scheduled approvals with automatic notifications, CMDB-backed risk analysis and an exportable audit trail without custom development.
- You want a CMDB fed by automated discovery — built-in network scans, a remote discovery service for firewalled networks, Lansweeper-powered cloud discovery synced daily — to replace a spreadsheet inventory.
- You need broad self-service intake — a customizable portal with an FAQ knowledge base, password reset and account unlock, and a multilingual AI chatbot in the portal, Microsoft Teams and email.
- You fit the published Professional tier at €79 agent/month, where request, incident, change and problem management, asset management, Copilot, pre-built AI agents with 100K Workato credits, SLA management, dashboards and BI are listed as included.
Avoid if
- You plan to process sensitive personal data — the data processing addendum states the service is not intended for it without SysAid's explicit prior written consent.
- You need a European contracting entity rather than transfers on Standard Contractual Clauses — the named entity is SysAid Technologies Ltd. of Israel and the SCCs are governed by Irish law.
- You must compute a full annual cost from public pages for a tender — only Professional carries a price, Enterprise is custom starting at 20 agents, and term, onboarding and VAT treatment are not public.
- You bill clients on time logged per ticket across separated client environments — deployment and integration scored 5 to 6 and the bench's managed-service-provider reading found the billing and client-separation questions unanswered on the captured pages.
The scores
| Criterion | Panel median |
|---|---|
| Service desk, incidents & requests | 3 of 5 |
| Change, problem & release management | 3.5 of 5 |
| Assets, CMDB & discovery | 3.5 of 5 |
| Self-service portal & service catalog | 3 of 5 |
| Deployment, integrations & multi-client operation | 3 of 5 |
| European sovereignty | 3 of 5 |
| Pricing transparency | 2.5 of 5 |
Service desk, incidents & requests
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How this is scored
How tickets come in and get resolved: intake by email, portal, chat, phone and Microsoft Teams or Slack, incidents and service requests told apart, categories, priorities and an impact-urgency matrix, assignment rules and queues, SLAs with escalation and business hours, major incidents, templates and canned responses, a knowledge base for agents, automations and workflows, time tracking on tickets, and reports and dashboards on volume, resolution time and SLA compliance.
0 — Not a ticketing or service desk product; requests cannot be recorded and worked in it.
3 — Tickets from email and a web form with status, priority and assignment; SLAs, automation and reporting are basic or not described.
5 — Multi-channel intake (email, portal, chat or Teams), incidents and service requests told apart, assignment rules and queues, SLAs with escalation and business hours, an agent knowledge base, rule-based automations, and standard reports on volume, resolution time and SLA compliance.
8 — A visual workflow builder for any ticket type, major incident handling with communication to affected users, SLAs per service, customer and contract, skills- or load-based routing, time tracking on tickets, AI suggestions or classification with what they do stated, custom dashboards and scheduled reports, and a mobile app for agents.
10 — A service desk an organisation of thousands runs on: every workflow, form and SLA configurable without code and versioned, omnichannel intake with one history per requester, AI features documented with their data use and limits, operational level agreements and underpinning contracts tracked, and every report reproducible from an exportable ticket history.
The Service Desk Lead
Intake is genuinely multi-channel — inbound email converted to tickets automatically, portal, an AI chatbot in the portal, Microsoft Teams and email, plus telephone, walk-up and social triggers — and incidents, service requests, problems and changes are separate record types routed automatically by SLA, company, user group and category. SLAs apply to every incident with escalation rules and even prediction of violations before they occur, the agent knowledge base sits inside the ticket, dashboards and BI analytics are included, and a mobile app is listed. We found no public information on business hours in SLAs, major-incident handling, time tracking on tickets, queues or scheduled reports, so I stop short of the strongest fit. 2 6 12 18 20
The MSP Owner
Tickets arrive by email with automatic conversion, through the portal, via an AI chatbot in Teams and email, and even phone and walk-up intake is listed; routing rules assign by SLA, company, user group and category, SLA timers carry escalation and violation prediction, and an agent knowledge base, dashboards and a mobile app are all documented. What I could not find is time tracking on a ticket — the field my invoicing lives on — or a major-incident process or scheduled reports. For my sixty clients the intake and routing would hold; the billing end would need proof. 12 2 18 7 6
The Change & Configuration Manager
Intake is broad — email with automatic ticket conversion and an AI email bot, the self-service portal, chat with IT support, and an AI chatbot on the portal, Microsoft Teams and email — with incidents, requests, problems and changes kept as distinct record types, automatic categorisation and prioritisation, routing by SLA, company, user group and category, SLA timers with escalation and violation prediction, a knowledge base reachable from within a ticket, reports and dashboards, and a mobile app listed. For a desk the size of mine we found no public information on major incident handling with communication to affected users, time tracking on tickets, or skills- or load-based routing, and the no-code workflow builder is documented for change workflows rather than for any ticket type. 2 6 12 18 20
The Municipal IT Lead
Tickets come in by email with automatic conversion, through the self-service portal, by telephone and walk-up, and via an AI chatbot live in the portal, Microsoft Teams and email; incidents and service requests are separate record types, routing runs by SLA, company, user group and category, and SLA timers, escalation rules and violation prediction are built in. An agent knowledge base sits inside the ticket, AI categorisation and an email bot are documented with what they do, and dashboards with BI analytics cover performance. We found no public information on time tracking on tickets, major incident handling, business hours for SLAs, or skills-based routing. 12 18 2 6 7
The Solo IT Admin
Email, a portal, social channels and an AI chatbot that works in Microsoft Teams and by email all create tickets, with incidents, requests, problems and changes as separate record types, routing by category, company and user group, automatic categorisation and prioritisation, SLA timers that predict violations and escalate, and a knowledge base built into the ticket; reports, dashboards, BI and a mobile app for agents are listed too. What I could not find on the captured pages: major-incident handling with communication to affected users, time tracking on tickets, or skills- or load-based routing. For a one-person department, the intake side is exactly what I need. 12 18 2 6 7
The Skeptic
Multi-channel intake is real — email with automatic ticket conversion, portal, telephone and walk-up, social triggers, and an AI chatbot in Teams — and incidents, requests, problems and changes are distinct record types with routing by SLA, company, group and category, escalation rules, an agent knowledge base, reports and a mobile app. I stop short of the higher band because we found no public information on major incident handling, time tracking on tickets, or SLA definitions per service and contract, and the SLA evidence is thresholds, timers and violation prediction rather than business hours. 12 2 18
Change, problem & release management
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How this is scored
The ITIL processes behind the ticket: problem records linked to incidents with root cause and known errors, change requests with standard, normal and emergency types, risk and impact assessment, approvals and a change advisory board, a change calendar with blackout periods, release and deployment records, links between changes, problems, incidents and configuration items, process certifications (PinkVERIFY, PeopleCert/AXELOS) named with their scope, and audit trails that a regulated buyer can show an auditor.
0 — No change or problem management of any kind; only tickets.
3 — A change or problem ticket type with a status and an approval step; change types, risk, calendar and links to incidents are basic or not described.
5 — Problem records linked to incidents with root cause and known errors, change requests with standard, normal and emergency types, multi-step approvals, a change calendar, changes linked to incidents and configuration items, and an audit trail of who approved what.
8 — Risk and impact assessment that reads affected services from the CMDB, a CAB workflow with agenda and decisions recorded, blackout periods and collision detection on the change calendar, release management with deployment tasks, change templates for standard changes, and an ITIL process certification named with the processes it covers.
10 — Change and problem management a regulated organisation can be audited on: every process configurable and versioned, change success and failure rates reported, a full trail from incident through problem and change to release exportable, the mapping to ISO/IEC 20000, ITIL 4 or DORA requirements documented, and certifications published with their scope and date.
The Service Desk Lead
Change is documented in depth: pre-built change request templates and types, a no-code workflow builder, custom guardrails, policies and approvals per change type, a change calendar with SLA timers and alerts, CAB coordination with auto-notifications, AI risk analysis before go-live, and CMDB-backed visibility of impacted assets and dependencies to assess risk. Every approval, action and status change is automatically logged and exportable for auditors, and the vendor publishes PeopleCert ITIL 4 accreditation covering incident, problem, change enablement, service request, asset, configuration and measurement practices, assessed by independent assessors. We found no public information on blackout periods or collision detection on the calendar, release and deployment records, or known-error records. 3 14 15
The MSP Owner
Change requests come with pre-built templates, custom guardrails and multi-step approvals, a change calendar, CAB coordination with notifications, AI risk analysis, impact read from the CMDB, and an exportable audit trail of every approval and action. A PeopleCert ITIL 4 tool-vendor accreditation names seven certified practices including change enablement, problem management and service configuration. We found no public information on blackout periods, collision detection, release and deployment records, or known-error records — for a regulated client's auditor that is the thin part. 3 14 15 4
The Change & Configuration Manager
This is what I chair a weekly board on, and the evidence is close to what I need: changes move through configurable workflows with custom guardrails, policies and approvals per change type, pre-built ITIL templates, a change calendar, CAB coordination with scheduled approvals and automatic notifications, and AI risk analysis that reads impacted assets and dependencies from the CMDB before go-live, with every approval, action, status and update automatically logged and exportable for the auditor. The PeopleCert ITIL 4 accredited tool vendor certification is published with the practices it covers, among them Change Enablement, Problem Management and Service Configuration Management. We found no public information on blackout periods or collision detection on the calendar, on release and deployment records beyond a stated planning-to-deployment journey, or on a standard/normal/emergency change taxonomy. 3 4 14 15 20
The Municipal IT Lead
Change management shows pre-built ITIL templates, a no-code workflow builder, a change calendar with SLA timers and alerts, CAB coordination with scheduled approvals and auto-notifications, custom guardrails and policies, and AI risk analysis that reads impacted assets and dependencies from the CMDB; every approval, action and update is automatically logged and exportable for an auditor. SysAid is certified an ITIL 4 Accredited Tool Vendor by PeopleCert, with Change Enablement and Problem Management among the practices named as assessed by independent assessors. We found no public information on blackout periods or collision detection on the change calendar, or on release records and deployment tasks as such. 14 3 15 4
The Solo IT Admin
Change management is deeper than I'd ever run: pre-built ITIL change templates, a change calendar with SLA timers and alerts, CAB coordination with auto-notifications, custom guardrails and approvals, AI risk analysis that reads impacted assets and dependencies from the CMDB, and audit trails that log every approval and export. The PeopleCert ITIL 4 tool-vendor accreditation names its certified practices, including Change Enablement and Problem Management. I found no public information on blackout periods, collision detection on the calendar, or release and deployment records. 3 14 15 4 5
The Skeptic
Change templates, a calendar, CAB coordination with auto-notifications, approvals under custom guardrails, risk analysis that reads impacted assets and dependencies from the CMDB, and exportable audit logs are documented — and the PeopleCert ITIL 4 tool-vendor certification names the seven practices it covers, assessed by an independent assessor. Emergency change types, blackout periods, collision detection and release records with deployment tasks are where the pages go quiet, and problem management appears as a certified practice without documented problem records linked to incidents and known errors. 3 14 15 4
Assets, CMDB & discovery
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How this is scored
What the product knows about the things tickets are about: an asset inventory of hardware, software and licences, a CMDB with configuration item types, attributes and relationships, a service map or dependency view, agent-based or agentless discovery, imports and synchronisation from Active Directory, Entra ID, Intune, SCCM, JAMF or a discovery tool, software licence compliance, contracts, warranties and the asset life cycle, and assets linked to users, tickets and changes.
0 — No asset or configuration data at all; tickets cannot be linked to devices or services.
3 — A list of assets with basic fields that can be linked to a ticket; relationships, discovery and licences are basic or not described.
5 — An asset inventory of hardware and software, a CMDB with configurable CI types and relationships, network discovery or an inventory agent, an import or sync from Active Directory or Entra ID, contracts and warranties per asset, and assets linked to users, tickets and changes.
8 — A visual service and dependency map used for impact analysis, discovery documented for named platforms (Windows, macOS, Linux, network devices, cloud accounts), connectors to named sources (Intune, SCCM, JAMF, VMware, AWS, Azure), software licence compliance and metering, the full asset life cycle from purchase to disposal, and data quality rules for the CMDB.
10 — A CMDB an organisation can trust for audits and outages: a documented data model with reconciliation of several sources, CI history and change tracking, service models from business service to infrastructure, licence optimisation for named vendors, and every CI and relationship exportable and reachable by API.
The Service Desk Lead
The CMDB earns its name: CI types, subtypes and custom tags, 250+ custom fields, unlimited CIs, automatic relationship mapping with physical and logical connection types, CSV bulk import, change impact prediction, and automatic CI audits that flag assets missing critical attributes — the data-quality angle my auditors like. Discovery is documented on named platforms, from Windows, macOS and Linux agents to built-in network scans, a remote discovery service for firewalled sites, and Lansweeper-powered discovery across AWS, Entra ID and Google Cloud services with daily sync. We found no public information on contracts per asset, licence metering, or the purchase-to-disposal life cycle. 4 5 17 21
The MSP Owner
Discovery is documented platform by platform — Windows, macOS, Linux for inventory, the Unix family, built-in network scans, and 150+ cloud service types across AWS, Entra ID and Google Cloud, powered by Lansweeper with a daily sync — into a CMDB with configurable CI types, 250+ custom fields, automatic relationship mapping and CI audits that flag missing attributes. Assets attach to tickets, and warranty and software data surface to agents. We found no public information on connectors like Intune, SCCM or JAMF, on licence compliance and metering in detail, or on the asset life cycle from purchase to disposal. 4 5 17 21
The Change & Configuration Manager
The CMDB is substantive: unlimited configuration items with types, subtypes and 250+ custom fields, automatic relationship mapping covering physical and logical connection types, bulk CSV import, CI audit trails, and change impact prediction that also drives automatic incident priorities from asset data. Discovery is documented in breadth — a built-in network scan service with a remote discovery service for firewalled networks, agents for Windows, macOS and Unix-family systems, and Advanced Discovery powered by Lansweeper consolidating IT, OT, IoT and 150+ cloud service types across AWS, Entra ID and Google Cloud with daily sync. We found no public information on the asset life cycle from purchase to disposal, on licence compliance and metering beyond a listed module, or on connectors such as Intune, SCCM or JAMF. 4 5 14 17 21
The Municipal IT Lead
The CMDB tracks unlimited configuration items with 250+ custom fields, CI types, subtypes and automatically mapped relationships — installed on, depends on, accessed by — fed by a built-in network discovery service, a remote discovery service for firewalled networks, and Advanced Discovery powered by Lansweeper spanning IT, OT, IoT, physical and virtual assets plus 150+ cloud service types across AWS, Entra ID and Google Cloud, synced daily. Assets tie to tickets, with asset details attached automatically on submission and warranty status and software data surfaced on the ticket, and CI audits flag missing critical attributes and open change records. We found no public information on the full asset life cycle from purchase to disposal, or on licence compliance and metering beyond a listed License Management module. 4 5 17 21 6 14
The Solo IT Admin
This is the part I care about most — replacing the asset spreadsheet nobody trusts — and it is real: a built-in network scan service, a remote discovery service for firewalled networks, Lansweeper-powered advanced discovery covering Windows, macOS, Linux and Unix plus 150+ cloud service types across AWS, Entra ID and Google Cloud, synced daily. The CMDB has CI types and subtypes, relationship mapping with logical connections, 250+ custom fields, CSV bulk import, impact prediction and CI audits that flag missing attributes, and assets appear on tickets with warranty and software data. I found no public information on connectors to Intune, SCCM or JAMF, licence compliance detail beyond a named module, or the purchase-to-disposal life cycle. 17 5 21 4 14
The Skeptic
This is a real CMDB, not a device list: CI types and subtypes, over 250 custom fields, relationship mapping with physical and logical connection types, impact prediction, CSV import, network discovery with a remote discovery service, Lansweeper-powered discovery across AWS, Entra ID and Google Cloud accounts with daily sync, and a licence management module, with assets linked to tickets together with their warranty and software data. We found no public information on the life cycle from purchase to disposal, licence compliance and metering detail, or CI history and multi-source reconciliation, so I hold it one band below the top. 4 5 17 21
Self-service portal & service catalog
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How this is scored
What employees or clients see: a self-service portal with the service catalog, request forms with fields and approvals per service, ticket status and history for the requester, a searchable knowledge base for end users, announcements and outage notices, a virtual agent or chatbot, password reset or other automated fulfilment, branding and languages, single sign-on for the portal, access from Teams or a mobile app, and satisfaction surveys.
0 — No portal or end-user access of any kind; requests can only be emailed or phoned in.
3 — A web portal where users open tickets and see their status; a catalog, knowledge base and approvals are basic or not described.
5 — A branded portal with a service catalog, request forms with approval steps, an end-user knowledge base with search, ticket status and history, announcements, single sign-on, several languages, and satisfaction surveys after resolution.
8 — A service catalog with conditional forms, costs and delivery times per item, automated fulfilment for named requests (password reset, software install, onboarding), a virtual agent in the portal and in Teams or Slack, deflection measured, portals per client or department, and accessibility (WCAG) stated.
10 — A portal that runs as the front door of the organisation: catalog, forms and fulfilment built without code and reused across IT, HR and facilities, the virtual agent documented with its sources and data use, deflection and satisfaction reported per service, and accessibility conformance published with its level.
The Service Desk Lead
This is the deflection story I want: a searchable service catalog with smart guides, FAQs with how-tos and videos, announcements, self-service domain password reset and account unlock, a hotkey that attaches asset details and a screenshot to the ticket, and an AI chatbot live in the portal, Teams and email that reads screenshots and answers in the employee's own language. Branding, layout, fields and languages are customizable. We found no public information on approval steps inside request forms, satisfaction surveys, conditional forms with costs and delivery times per catalog item, or accessibility conformance. 6 18 19
The MSP Owner
The portal is branded and customizable without code, with a searchable service catalog, an FAQ knowledge base with how-to guides and videos, ticket status and history, announcements, guest access and multi-language support, plus password reset and account unlock as genuine automated fulfilment. The AI chatbot lives in the portal, in Teams and in email, and deflection-style figures such as 80% AI engaged and 68% AI resolved service records are published. We found no public information on approval steps inside request forms, satisfaction surveys, a portal per client, or accessibility conformance — the per-client gap is the one that stings an MSP. 6 18 19
The Change & Configuration Manager
End users get a searchable, brandable portal with a service catalog and smart guides, an FAQ knowledge base with how-tos and videos, ticket status and history, announcements, guest access, a view of supervised employees' tickets, and automated fulfilment for named requests — domain password reset and account unlock — plus a multilingual AI chatbot on the portal, Teams and email with deflection-style results published (68% average AI-resolved service requests, 89% first-time fix rate). We found no public information on satisfaction surveys, accessibility conformance, or costs and delivery times per catalog item. 1 6 18 19
The Municipal IT Lead
The portal carries a searchable service catalog with customizable forms, layout and branding, FAQs with how-to instructions and videos, announcements, ticket status and history, and self-service domain password reset and account unlock; an AI chatbot works in the portal, Microsoft Teams and email, resets passwords and runs diagnostics in several languages, and reads uploaded screenshots to understand issues. The vendor publishes platform figures including 68% average AI-resolved service records and an 89% first-time fix rate. We found no public information on satisfaction surveys, conditional forms with costs and delivery times per catalog item, or accessibility conformance. 6 19 18 12
The Solo IT Admin
The portal gives my 160 people what they would actually use: submit incidents and service requests, an FAQ database with how-tos and videos, a hotkey that attaches asset details and a screenshot to the ticket, guest access, announcements, and a catalog with onboarding, laptop orders and access requests. Self-service domain password reset and account unlock are there, and the AI chatbot answers in the portal, in Microsoft Teams and by email in multiple languages. I found no public information on approval steps on request forms, satisfaction surveys, conditional catalog forms with costs and delivery times, or accessibility conformance. 6 18 19 14
The Skeptic
The portal is documented as branded and codelessly customisable, with a catalog of requestable services, an FAQ knowledge base with search, ticket status and history, announcements, password reset and account unlock, guest access, and a multilingual chatbot in the portal, Teams and email that reads screenshots and resets passwords. Approvals on catalog request forms, satisfaction surveys, accessibility conformance, and costs or delivery times per catalog item are undocumented in the captured pages, so it sits between the mid and high bands. 6 18 19 12
Deployment, integrations & multi-client operation
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How this is scored
How the product is run and connected: a cloud edition and an on-premise or open-source edition with feature parity stated, system requirements and update cadence, a documented REST API and webhooks, integrations with Microsoft 365, Teams, Entra ID, Slack, monitoring tools, RMM and remote support tools, single sign-on (SAML, OIDC) and SCIM, roles and permissions, multi-client or multi-tenant operation with separated data for MSPs, time and contract billing for MSPs, a migration path from other tools, and a public status page.
0 — No documented way to run, connect or administer the product.
3 — Runs as one edition with user roles and an email connection; the API, integrations and other editions are basic or not described.
5 — A documented REST API, integrations with Microsoft 365, Teams and Entra ID or Active Directory, single sign-on, role-based permissions, at least one monitoring or remote support integration, and either an on-premise edition or a stated hosting model with uptime terms.
8 — Cloud and on-premise or open-source editions with feature parity stated, webhooks and an integration marketplace, SCIM provisioning, multi-tenant operation with separated client data for MSPs, time and contract billing, named RMM and monitoring connectors, a documented migration from named tools, and a public status page with uptime history.
10 — Operation at scale and on the customer's terms: open-source code under a named licence or a self-hosted edition with full parity, configuration as code or a staging-to-production transport documented, an API covering every object, high availability and disaster recovery documented, and SLA and support terms published.
The Service Desk Lead
There is a documented REST API with service-record and group endpoints plus webhooks and an authentication flow, a chatbot in Microsoft Teams, Entra ID among the discovered sources, a named Level.io integration for risk detection, single sign-on listed, an on-premise edition mentioned in the GDPR statement, and published system requirements for cloud and agents. The vendor advertises over a thousand integrations; we found no public information on role-based permissions, SCIM provisioning, multi-client operation with separated data for service providers, time and contract billing, migration paths from named tools, uptime terms, or a public status page. 3 10 18 20 21
The MSP Owner
There is a documented REST API with authentication, service-record and group endpoints plus webhooks, a Teams chatbot channel, an on-premise edition confirmed in the GDPR statement, published cloud system requirements and browser support, and a named Level.io integration for risk detection. For a shop like mine the gaps are loud: we found no public information on multi-client operation with separated client data, on time and contract billing, on SCIM provisioning, on feature parity between the cloud and on-premise editions, on a migration path, or on a public status page. 20 10 21 18 3
The Change & Configuration Manager
Both editions are real — the vendor describes itself as data processor for its cloud offering and as provider of tools enabling data controllers for its on-premise solution — with published system requirements, a developer-documented API with authentication plus service record and group endpoints, webhooks, over 1000 integrations, Workato credits in the paid tiers, SSO and MFA listed, a Teams chatbot and Entra ID among the discovery sources. We found no public information on feature parity between cloud and on-premise, SCIM provisioning, multi-tenant client separation for managed service providers, a documented migration from named tools, or a public status page. 5 7 10 18 20 21
The Municipal IT Lead
A documented developer API with webhooks covers service records, groups and users, single sign-on and MFA are listed as platform features, the chatbot runs in Microsoft Teams, discovery reaches Entra ID accounts, and over 1000 integrations plus Workato credits are offered, with Level.io and Lansweeper named for monitoring and discovery. An on-premise edition is confirmed in the vendor's own words — SysAid describes itself as a provider of tools enabling data controllers for its on-premise solution, and a SysAid Server is documented — which matters to us, though we found no public information on feature parity between cloud and on-premise, SCIM provisioning, role-based permissions, multi-tenant operation with separated client data, a documented migration path, or a public status page with uptime history. 20 10 7 18 1 17 21
The Solo IT Admin
There is a documented REST API with service-record and group endpoints plus webhooks, cloud and on-premise editions, published cloud system requirements, SSO and MFA, Microsoft Teams through the chatbot, Entra ID through cloud discovery, and Level.io named for monitoring-style risk detection. 'Over 1000 integrations' is stated as a count and the captured pages I read name none of them individually. I found no public information on SCIM provisioning, multi-tenant operation for MSPs, migration from other tools, a public status page, or whether the on-premise edition matches the cloud one. 20 21 1 18 10
The Skeptic
A developer API with service record and group endpoints, webhooks, a cloud edition with published system requirements and agent operating-system support, Teams chatbot delivery, Lansweeper and Level.io connectors, SSO, and an on-premise edition named in the GDPR statement are documented. The skeptic's questions go unanswered: the captured pages state nothing on feature parity of the on-premise edition, SCIM provisioning, separated multi-client operation for MSPs, migration from named tools, or a public status page — and "over 1000 integrations" is a homepage figure, not a marketplace in evidence. 20 21 10 18
European sovereignty
panel opinion
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How this is scored
Who the contracting entity and the parent company are, where tickets, attachments, user directories and CMDB data are stored and processed, and who the subprocessors are (hosting, email delivery, AI features, support and payment tools). Independently sourced by the sovereignty pipeline; a service desk holds personal data about every employee and often credentials and network details, so the whole chain counts, not only the database. An on-premise or open-source edition the customer runs on its own European servers counts as the customer's chain, whatever the vendor's seat.
0 — Non-EU vendor and contracting entity, hosting unstated, subprocessors unnamed, and no data processing agreement offered.
3 — A privacy policy and a data processing agreement exist, but hosting location is unstated or non-EU and the subprocessors are not listed.
5 — EU hosting available and an EU contracting entity or EU representative, but parts of the chain (email delivery, AI features, support access, payment) run through non-EU providers without a stated safeguard, or the vendor is non-EU with an EU data centre option.
8 — EU hosting on named infrastructure, EU contracting entity, subprocessors listed with their locations, a data processing agreement published, and security certifications (ISO 27001, BSI C5, SOC 2) stated — or an on-premise edition documented that keeps every record on the customer's own servers.
10 — Sovereign end to end and evidenced: European ownership, entity, hosting and every subprocessor, or a self-hosted open-source edition with no call home, data export and deletion documented, and certifications published with their scope rather than implied.
The Service Desk Lead
The GDPR statement says customers may choose EU-based data processing and that customer data remains in the selected region, AWS is named as the sole sub-processor with a GDPR-compliant data processing agreement approved by EU authorities, and a DPA is published with EU and UK standard contractual clauses governed by Irish law, alongside ISO 27001/27017/27018 and SOC 2 Type II statements and an on-premise edition. The contracting entity is SysAid Technologies Ltd.; we found no public information on its jurisdiction, on where the subprocessor infrastructure sits, or on how email delivery, AI features, support access and payment tools in the chain are handled, so I can only score what the pages prove. 7 9 10
The MSP Owner
SysAid Technologies Ltd. of Israel is the contracting entity, hosting is multi-region with a documented option for EU-based data processing, the published data processing agreement carries EU Standard Contractual Clauses governed by Irish law, a sub-processor list is published naming AWS as the sole sub-processor, and ISO 27001/27017/27018 plus SOC 2 Type II are stated. We found no public information on a named EU contracting entity or EU hosting infrastructure, and the on-premise edition is mentioned in the GDPR statement rather than documented as keeping every record on our own servers. 10 9 7 8
The Change & Configuration Manager
Customers may choose EU-based data processing with data kept in the selected region, and much of the chain is documented: Amazon Web Services is named as sole sub-processor with a GDPR-compliant agreement, the sub-processor list sits in a published data processing addendum, transfers rely on Standard Contractual Clauses governed by Irish law, and ISO 27001/27017/27018 plus SOC 2 Type II are stated. The contracting entity, however, is SysAid Technologies Ltd. in Israel, and we found no public information on an EU contracting entity or EU representative, or on the specific EU hosting region. 7 8 9 10
The Municipal IT Lead
The contracting entity named in the privacy policy is SysAid Technologies Ltd., a non-European vendor; customers may choose EU-based data processing with data kept in the selected region, Amazon Web Services is named as the sole sub-processor with a GDPR-compliant data processing agreement, and a published addendum carries EU Standard Contractual Clauses governed by Irish law with breach notification and audit rights. ISO 27001, 27017, 27018 and SOC 2 Type II are listed, and an on-premise edition exists in which the customer is data controller — the route our data protection officer would insist on — but we found no public information on the sub-processor's hosting locations, an EU contracting entity or representative, or documented confirmation that an on-premise deployment keeps every record on our own servers. 8 9 10 7
The Solo IT Admin
The GDPR statement says customers may choose EU-based data processing and that customer data stays in the selected region; the DPA is published with a sub-processor list in an exhibit, AWS is named as the sole sub-processor with a GDPR-compliant agreement, the SCCs are governed by Irish law, and ISO 27001/27017/27018 plus SOC 2 Type II are claimed. The contracting entity is SysAid Technologies Ltd., an Israeli company, and I found no public information on where the AWS regions or the rest of the chain sit, so this reads as a non-EU vendor with a stated EU option rather than a European chain end to end. 10 9 7 8
The Skeptic
SysAid Technologies Ltd. is an Israeli company with AWS as its named sole sub-processor, an EU data-processing region customers can select, a published DPA with EU and UK Standard Contractual Clauses governed by Irish law, a sub-processor exhibit, and SOC 2 Type II and ISO 27001/27017/27018 stated on its security pages. That is the pattern of a non-European vendor with an EU data-centre option; the hosting infrastructure is not named, sub-processor locations are not given, and the on-premise edition is a phrase in a GDPR statement rather than a documented chain. 10 9 7 8
Pricing transparency
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How this is scored
Whether a buyer can compute the real annual cost from public pages alone: price per agent, technician or analyst and tier, whether requesters and portal users are free, what counts as an asset or node and how it is priced, which modules (CMDB, change, asset discovery, AI, ESM) cost extra, the on-premise licence or subscription and its maintenance, the free or open-source edition and paid support, minimum term, onboarding and setup.
0 — No public prices at all; every customer is a sales call.
3 — A starting price or a free edition exists, but how cost scales with agents, assets or modules is unclear.
5 — Tiers are public with their price per agent and main inclusions, but at least one commonly needed piece (asset packs, CMDB or discovery, AI features, on-premise licence, onboarding) is unpriced or "on request".
8 — Every tier priced publicly with its scaling rule (agents, assets, clients), add-ons and asset packs priced, the on-premise licence and maintenance or the open-source support plans priced, minimum term and VAT treatment stated.
10 — Complete price computability: annual cost derivable for a given number of agents, assets and modules, cloud or on premise, with every add-on, setup, training, support and overage fee and the cancellation and data-return terms published.
The Service Desk Lead
The pricing page publishes Professional at exactly "€79 agent/month" with AI included and lists what comes with it — request, incident, change and problem management, asset management, Copilot, prebuilt AI agents with 100K Workato credits, SLA management, dashboards and BI — while Enterprise is "Custom starting at 20 agents". That per-agent price plus the inclusion list lets me sketch a budget, but we found no public information on whether requesters and portal users are free, asset or module add-ons, the on-premise licence and maintenance, minimum term, onboarding and setup fees, or VAT treatment, so a full annual cost is not computable from public pages alone. 7 12
The MSP Owner
The Professional tier is public at "€79 agent/month" with AI included and the main modules spelled out, and Enterprise is custom pricing from 20 agents with its extras named. We found no public information on what an asset or a portal user costs, on an on-premise licence, on minimum term, VAT treatment, or onboarding and setup fees — I could not compute a full year for twenty-two technicians and sixty clients from these pages. 7 12
The Change & Configuration Manager
The public picture is one priced tier: Professional at €79 agent/month with AI included and its main inclusions listed (request, incident, change and problem management, asset management, Copilot, pre-built AI agents with 100K Workato credits, SLA management, dashboards and BI), while Enterprise is 'Custom, starting at 20 agents' behind a demo call. We found no public information on asset or requester pricing, the on-premise licence, minimum term, onboarding fees or VAT treatment. 7 12
The Municipal IT Lead
Two tiers are public: Professional at €79 agent/month including request, incident, change and problem management, asset management, Copilot, prebuilt AI agents with 100K Workato credits, SLA management, dashboards and BI, and Enterprise at custom pricing starting at 20 agents with a sandbox, tailor-made AI agents, advanced BI and 300K Workato credits. We found no public information on prices for the on-premise licence, onboarding and setup, the minimum term, VAT treatment, or how requesters and assets are charged, so our procurement office could not compute an annual cost for a tender from the public pages alone. 7 12
The Solo IT Admin
The captured pricing page gives Professional at €79 agent/month with AI included and lists its inclusions — request, incident, change and problem management, asset management, SLA management, dashboards and BI — while Enterprise is 'Custom starting at 20 agents'; another captured page shows only a pricing link with a demo call-to-action and no figures, so the captured pages give different pictures of pricing. I found no public information on a free edition, on-premise licence or maintenance costs, minimum term, VAT treatment, onboarding and setup fees, or whether requesters and portal users are free. For me that means the mid tier is readable off the website and the rest is a conversation. 7 12
The Skeptic
One tier is priced publicly — Professional at "€79 agent/month" with its inclusions listed — while Enterprise is "Custom starting at 20 agents", and we found no public information on asset or discovery pricing, the on-premise licence, onboarding, minimum term or VAT treatment; one capture of the pricing page shows a demo call to action rather than figures. A buyer can compute only the cheapest tier from public pages; the real annual cost for anything larger is a sales conversation. 7 12
European sovereignty — proven facts
0 of 6 dimensions provenBuilt only from facts shown on the vendor's own pages. A dimension we could not prove is left open, not scored as zero.
| Legal entity | Not determined | — | uncited Report an error |
|---|---|---|---|
| Hosting location | Not determined | — | uncited Report an error |
| Hosting options | Not determined ⚠ unverified | — | uncited Report an error |
| Open source | Not determined | — | uncited Report an error |
| Data processing agreement | Not determined ⚠ unverified | — | uncited Report an error |
| Transfer impact assessment | Not determined | — | uncited Report an error |
Questions about SysAid
Is SysAid European?
No. whats-best.ai classifies SysAid as Rest of world.
Where does SysAid store data?
Not stated on the vendor’s pages as of 1 Nov 2026.
Does SysAid have a free plan?
Not stated on the vendor’s pages as of 1 Nov 2026.
What are the best alternatives to SysAid?
As of 2 Nov 2026, the panel rates ManageEngine ServiceDesk Plus (3.5/5), Xurrent ITSM (3/5) and GLPI (3/5) highest among the other 14 IT Service Management products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is GLPI (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: how scores are made. The full list, with European products first: SysAid alternatives.
Where this could be wrong
- Evidence ages. The oldest capture behind this page is from 1 Nov 2026. Vendors change pricing and policies without notice; every fact reflects its source as of the capture date shown in the registry.
- Weak sourcing — Hosting options, Data processing agreement. Not confirmed on the vendor’s own pages as captured.
- AI can misread a source. Extraction and judgement are automated; a citation guarantees traceability, not infallibility. If something here is wrong, say so — no account needed, every report is decided within 5 business days, and accepted corrections are published.
What we left out
A claim that does not survive our checks costs us the claim, not the page. This is what was taken off this one.
- 27 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 11 integrations facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 7 compliance facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 7 support facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 2 hosting facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 2 pricing facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 1 legal fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material. Know more? Tell us
- 1 subprocessors fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material. Know more? Tell us
- 2 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown. Know more? Tell us
Sources (21)
The pages every claim on this page was read from — each one checked, dated, and kept verifiable.
- 1 Vendor homepage www.sysaid.com Checked 1 Nov 2026 Details →
- 2 Features page (incident management) www.sysaid.com Checked 1 Nov 2026 Details →
- 3 Features page (change management) www.sysaid.com Checked 1 Nov 2026 Details →
- 4 Features page (CMDB) www.sysaid.com Checked 1 Nov 2026 Details →
- 5 Features page (IT asset management) www.sysaid.com Checked 1 Nov 2026 Details →
- 6 Features page (self-service portal) www.sysaid.com Checked 1 Nov 2026 Details →
- 7 Pricing page www.sysaid.com Checked 1 Nov 2026 Details →
- 8 Privacy policy www.sysaid.com Checked 1 Nov 2026 Details →
- 9 Data processing agreement (dpa) www.sysaid.com Checked 1 Nov 2026 Details →
- 10 Data protection page (GDPR) www.sysaid.com Checked 1 Nov 2026 Details →
- 11 Security / trust page trust.sysaid.com Checked 1 Nov 2026 Details →
- 12 Service desk, incidents & requests — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →
- 13 Service desk, incidents & requests — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →
- 14 Change, problem & release management — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →
- 15 Change, problem & release management — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →
- 16 Assets, CMDB & discovery — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →
- 17 Assets, CMDB & discovery — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →
- 18 Self-service portal & service catalog — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →
- 19 Self-service portal & service catalog — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →
- 20 Deployment, integrations & multi-client operation — found from sitemap developers.sysaid.com Checked 1 Nov 2026 Details →
- 21 Deployment, integrations & multi-client operation — found from sitemap www.sysaid.com Checked 1 Nov 2026 Details →