SolarWinds vs. SysAid

Brenda Gratas October 12, 2022
- 19 min read

Not sure which to choose: SolarWinds vs. SysAid for IT Service Management (ITSM)? With a wealth of ITSM options in the market, organizations may find it challenging to select the appropriate platform that aligns with their unique needs and demands.

In this blog post, we’ll extensively explore the comparison between SolarWinds and SysAid, which are two prominent contenders in the field of ITSM. However, here's the exciting part: if neither of these platforms fully caters to your requirements, we present an alternative solution that could be an ideal match for you—InvGate Service Desk. This robust service desk software offers a compelling array of features crafted to streamline your service delivery and empower your organization.

Let's dive in and embark on this journey of ITSM tools comparison to find the perfect fit for your IT Service Management needs!

Table of contents


  • SolarWinds is known for its ITSM features and user-friendly design but faces user concerns about setup complexities, integrations, intricate workflows, and reporting issues.
  • SysAid receives good feedback for its responsive GUI, customer support, organized knowledge base, and integrations. However, it faces criticism for pricing, outdated interface, limited AI capabilities, slow support, and system modification challenges.
  • InvGate Service Desk, on the contrary, provides robust ticketing and incident management, user adaptability, and streamlined operations. Its features include no-code/low-code options, exhaustive reporting, cost-effectiveness, and self-service capabilities, highlighting its commitment to top-tier ITSM solutions.
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We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Desk can do everything we say here, and you can test it right away for free for 30 days.

Most looked-at features by buyers

When potential buyers evaluate IT Service Management solutions, they focus on specific features that align with their organization's needs. Understanding these desired features is crucial for making well-informed decisions. 

Let's explore the key aspects that potential buyers commonly consider when comparing ITSM tools.

  1. Customization and flexibility - Buyers appreciate software solutions that offer customization options, allowing them to tailor the platform to their business needs. This flexibility ensures the software aligns with their unique workflows and processes, enhancing user satisfaction and overall effectiveness.

  2. Ticket Management solution - Buyers place significant importance on a comprehensive Ticket Management System within their help desk software. This feature enables effective tracking, assignment, and resolution of customer inquiries and support requests.

  3. Scalability and customization - Organizations with evolving needs prioritize solutions that can adapt to their growth and accommodate customization. The solution should allow the creation of custom fields, workflows, and extensions/plugins, enabling tailoring to the organization's unique business requirements.

  4. Support automation and Workflow Management - Buyers actively seek software solutions that offer automation capabilities to optimize routine tasks such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  5. Seamless integration capabilities - Integration with other systems and applications is a crucial requirement for buyers, ensuring smooth data flow and process automation. Native integration with tools and platforms is highly valued for improved efficiency and a unified user experience.

  6. Insightful reporting -  Buyers seek help desk software with powerful reporting tools like dashboards and reports, providing valuable insights into their IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.

  7. Self-service portal and knowledge base - Including a self-service portal is highly valued as it empowers end-users to independently resolve common issues and find relevant information without requiring direct assistance.

  8. Optimized IT service catalog - Organizations often require a streamlined IT service catalog, providing a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, enhances visibility, and aids in effective service delivery management.

  9. Efficient IT Asset Management - Users prioritize software that offers robust ITAM capabilities to help them maintain accurate inventories and optimize resource utilization within their organizations.

  10. Pricing and support - Buyers consider the solution's cost-effectiveness, including licensing models, subscription plans, and additional costs for features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources also play a significant role in the decision-making process.

  11. User experience and interface - Ease of use and interface design are crucial factors that buyers consider. They value a user-friendly platform with an intuitive interface that boosts user adoption and productivity. Mobile accessibility is also important for organizations with remote or mobile workforces.

  12. ITIL compliance - Adhering to ITIL best practices is a priority for many organizations. Buyers may prioritize solutions that support ITIL processes, such as Incident Management, Problem Management, Change Management, and Asset Management.

What is SolarWinds?

Ejemplo de interfaz de SolarWinds Web Helpdesk.

SolarWinds Corporation is a company that focuses on developing software for managing IT systems. Their main product is SolarWinds Service Desk, which is a cloud-based platform designed to help with IT Service Management. The platform offers various tools and functions to make IT operations more efficient and improve productivity. These tools include automation features, self-service options, IT Asset Management tools, and the ability to connect with other systems. The platform is divided into different modules that handle incidents, problems, releases, and changes. It also includes a Configuration Management Database (CMDB). Users of the platform can create personalized reports to gain useful insights into their operations.

What users like from SolarWinds

SolarWinds Service Desk has received positive feedback from users, as documented in Gartner reviews. Let's explore the advantages that customers and experts have highlighted.

  • Efficiency and productivity improvements - Users report significant efficiency and productivity improvements through streamlined IT operations and effective incident resolution processes facilitated by the software.
  • User-friendly interface and experience - Users consistently praise the user-friendly interface and ease of navigation. This makes the platform accessible and user-friendly for individuals with varying technical expertise.
  • Comprehensive ITSM features - Users appreciate the platform's wide range of features, such as Incident Management, Problem Management, Change Management, Asset Management, and a service catalog. The platform is highly regarded for its comprehensive nature.
  • Customization and integration options - Users value the customization options available, allowing them to tailor the platform to their specific needs. The integration capabilities with other tools and services are also highly praised.
  • Effective ITAM - Users highly appreciate the software's Asset Management capabilities, which enable efficient tracking of hardware, software, licenses, and contracts.

What users don’t like from SolarWinds

Despite its strengths, SolarWinds Service Desk has also faced customer criticism, as documented in reputable sources like Gartner. Let's explore some of the highlighted concerns.

  • Complex workflow - Users find the workflow within the software to be complex or cumbersome, indicating a need for simplified processes.
  • Limited customization options - Users have mentioned that the available customization options are limited and could benefit from expansion.
  • Localization and language support - Some users suggest that the platform could improve support for multiple languages and enhance localization features to cater to a more diverse user base.
  • Integration with third-party apps - Users feel that seamless integrations with third-party applications within SolarWinds Service Desk could be improved.
  • Limitations in reporting functionality - Users desire improved reporting capabilities and more comprehensive analytics within the software.
  • A desire for additional features - Users express a desire for additional features, including a calendar booking system, webhooks for integration purposes, and enhanced functionality on the mobile app.
  • Challenges in initial setup and implementation - Some users find the initial setup and implementation process time-consuming, particularly when importing existing inventory.
  • Limitations in search functionality - Users have noted limitations in the search functionality of the tool, suggesting a need for enhancements in this area.

What’s SolarWinds’s argument over SysAid?

SolarWinds's argument over SysAid revolves around several key points where SolarWinds Service Desk may offer advantages or differentiating features compared to SysAid. Here are the points that SolarWinds could assert.

  1. Comprehensive ITSM suite - SolarWinds Service Desk is known for its total IT Service Management features, including Incident Management, Problem Management, Change Management, Asset Management, and a service catalog. This breadth of functionality gives organizations a holistic solution for managing their IT operations and service delivery.

  2. Integration capabilities - SolarWinds Service Desk offers robust integration capabilities, allowing seamless connections with other tools and services. This functionality enables organizations to leverage their existing technology stack and integrate their Service Desk with other critical systems, such as monitoring tools, collaboration platforms, or IT infrastructure management solutions.

  3. Effective Asset Management - SolarWinds Service Desk's ITAM capabilities are highly regarded, facilitating efficient tracking of hardware, software, licenses, and contracts. This feature can help organizations optimize asset utilization, reduce costs, and ensure compliance with licensing agreements.

  4. User-friendly interface - SolarWinds Service Desk is known for its user-friendly interface and ease of navigation, making it accessible to users with varying technical expertise. The intuitive interface helps users quickly adapt to the platform and utilize its features efficiently, improving productivity and user satisfaction.

  5. Customization options - SolarWinds Service Desk offers extensive customization options, allowing organizations to tailor the platform to their needs. Users can adapt workflows, configure data fields, and create custom reports to align with their unique processes and requirements. 

  6. Reporting and analytics - While both platforms offer reporting capabilities, SolarWinds Service Desk may highlight its advanced reporting features and comprehensive analytics. These capabilities enable organizations to gain actionable insights from their service desk data, identify trends, measure performance, and make data-driven decisions for continuous service improvement.

  7. Efficiency and productivity - SolarWinds Service Desk emphasizes the efficiency and productivity gains achieved through streamlined IT operations and effective incident resolution processes. The platform aims to enhance overall productivity and accelerate incident resolution by optimizing workflows and providing streamlined communication and collaboration tools.

What is SysAid?

Example of SysAid's interface.

SysAid IT Service Management is a cloud-based platform offered by SysAid Technologies Ltd. that empowers mid-sized teams and mature IT departments with enhanced power and control over their service desk operations. With a focus on automation, user experience, and comprehensive functionality, the platform enables IT professionals to streamline processes, increase productivity, and prioritize critical tasks for driving business success. 

SysAid Technologies Ltd., headquartered in Toronto, Canada, is an ITSM company founded in 2002. Employing over 100 professionals, they provide effective solutions for IT Incident Management, problem-solving, Change Management, and service requests, helping organizations optimize their IT operations.

What users like from SysAid

SysAid has garnered positive feedback from users based on reviews from Gartner. Let’s explore these benefits.

  • Responsive GUI - SysAid's Graphic User Interface (GUI) promptly responds to issues, ensuring a smooth user experience.
  • Global customer support - The platform provides global support with a customer-centric approach, actively seeking and incorporating user feedback.
  • Knowledge base organization - The knowledge base is thoughtfully designed, allowing for better organization and easy access to information.
  • Email integration - SysAid's email integration seamlessly facilitates effective communication with end users, fostering collaboration and efficient issue resolution.
  • Customization options - Users highly appreciate the extensive customization options offered by SysAid, empowering them to tailor the software to their specific needs and preferences. This includes the ability to add knowledge base articles and enhance knowledge sharing within the organization.
  • User-friendly interface - The tool offers an intuitive interface that is user-friendly and easy to navigate, enabling users to quickly and effortlessly utilize the software's full capabilities.
  • Reporting capabilities - SysAid includes robust reporting features that provide comprehensive insights into ticket performance, empowering users to make data-driven decisions and optimize their service desk operations.
  • SSO and AD integration - With Single Sign-On (SSO) integration and Active Directory (AD) integration, SysAid simplifies user authentication and access management, enhancing security and user convenience.
  • Customer support availability - SysAid ensures the availability of customer support and live chat options, providing users with prompt assistance whenever they need it, fostering a positive user experience and reducing downtime.

What users don’t like from SysAid

Despite its strengths, SysAid IT Service Management has also faced customer criticism, as documented in reputable sources like Gartner. Let's explore some of the highlighted concerns.

  • Pricing concerns and unreliable features - Some users express dissatisfaction with the pricing, considering it unreasonably high, and encounter features that do not function as expected, leading to a lack of reliability and frustration.
  • Outdated and inconsistent user interface - The user interface receives criticism for being outdated and inconsistent, exhibiting varying styles within the same product. This inconsistency undermines the user experience and hampers ease of use.
  • Limitations in integration and lack of AI and automation - Users find SysAid's integration capabilities limited, restricting seamless integration with other systems. Additionally, the absence of advanced AI capabilities and automation features is felt, limiting efficiency and productivity gains.
  • Restricted customization options in specific areas - Some users feel restricted by the limited customization options available in certain areas of the software, hindering their ability to tailor SysAid to their particular needs and preferences.
  • Slow support response and challenging system changes - Users report experiencing slow response times from the support team, resulting in delays in issue resolution. Additionally, system changes are described as frustrating and cumbersome, leading to a negative user experience.
  • Limitations on administrators and reporting options - The software imposes restrictions on the number of administrators allowed, which can be limiting for organizations with larger teams. Furthermore, the lack of comprehensive reporting options hinders users' ability to gather and analyze data effectively.
  • Challenges with ticket updates and landing page customization - Users encounter difficulties when updating tickets, causing inefficiencies in the workflow. Similarly, customizing the landing/login page proves to be challenging, impeding desired branding and personalization efforts.
  • Incomplete features - Certain features, such as the Configuration Management Database (CMDB) and license tracking, are reported to be incomplete or not fully functional, failing to meet user expectations and impeding optimal IT management practices.
  • Difficulty in modifying settings without disrupting configurations - Users find it challenging to modify settings without unintentionally disrupting other configurations, causing disruptions and complexities in the system setup and administration process.

What’s SysAid’s argument over SolarWinds?

SysAid can argue against SolarWinds Service Desk by highlighting several key points where SysAid offers advantages or distinguishing features. Following are the arguments SysAid may put forth.

  1. Extensive customization options - SysAid is known for providing extensive customization options, empowering organizations to tailor the software to their specific needs and preferences. Users can customize workflows, create custom fields, and personalize the user interface to align with their unique processes and branding. This flexibility allows organizations to adapt SysAid to their existing workflows and ensure a seamless fit with their IT Service Management practices.

  2. Responsive GUI and user-friendly interface - SysAid emphasizes its responsive GUI and user-friendly interface, ensuring a smooth user experience. The intuitive design and easy navigation enable users to adopt the platform and leverage its full capabilities quickly. 

  3. Knowledge base organization - SysAid's knowledge base is designed to facilitate better organization and easy access to information. The thoughtful organization structure allows users to find relevant knowledge articles quickly, troubleshoot common issues, and promote knowledge sharing within the organization. 

  4. Email integration and collaboration - SysAid emphasizes its seamless email integration, enabling effective communication with end users and fostering collaboration for efficient issue resolution. By integrating email communication directly into the platform, SysAid aims to streamline communication channels and ensure all relevant information is captured within the system, reducing manual efforts and improving response times.

  5. Single Sign-On (SSO) and Active Directory (AD) Integration - SysAid simplifies user authentication and access management through SSO and AD integration. This integration enhances security, streamlines user authentication processes, and ensures a unified user experience across systems.

  6. Global customer support and user feedback - SysAid is committed to global customer support and a customer-centric approach. The company actively seeks and incorporates user feedback to drive product enhancements and improvements. By prioritizing customer support and valuing user input, SysAid aims to provide a positive user experience and effectively address customers' evolving needs.

Considering InvGate Service Desk as an ITSM solution alternative





While SolarWinds and SysAid are prominent competitors in the ITSM industry, it is important to explore alternative solutions that closely align with your organization's specific needs. In this regard, InvGate Service Desk is a compelling option that deserves careful consideration. 

Let's delve into the advantageous features of InvGate Service Desk that make it a valuable choice for fulfilling your organization's ITSM requirements.

Robust self-service capabilities


InvGate Service Desk includes robust self-service functionalities, such as a user-friendly portal, an extensive IT service catalog, and a knowledge base. These capabilities empower end-users to independently resolve common issues, access a wide range of IT services, and utilize self-help resources, reducing the burden on IT staff.

Born for ITSM, perfect for ESM

InvGate Service Desk is purpose-built for ITSM while seamlessly extending its capabilities to Enterprise Service Management (ESM). It empowers operational departments to improve their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

Extensive reporting and analytics

InvGate Service Desk's customizable dashboard view.

InvGate Service Desk provides comprehensive reporting and analytics functionalities, enabling organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, empowering IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

Simplified configuration and setup

InvGate Service Desk offers a streamlined configuration and setup process, utilizing a no-code/low-code approach. This approach allows both new and experienced users to implement the system without requiring extensive technical expertise. The platform provides straightforward configuration options, enabling organizations to quickly harness its powerful ITSM capabilities.

Exceptional user experience


InvGate Service Desk prioritizes delivering an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption and minimizes the need for extensive training, ensuring a user-friendly design that maximizes productivity.

Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.

Powerful Ticketing and Incident Management

Example of a Ticket Management view on InvGate Service Desk.

InvGate Service Desk excels in robust features for Ticketing and Incident Management. It facilitates efficient tracking, collaboration, and resolution of tickets, empowering IT teams to handle and prioritize incidents effectively. With features like automated ticket routing, customizable workflows, and SLA Management, InvGate Service Desk enhances the efficiency of incident resolution processes.

Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers a range of features, including IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.

Cost-effective solution

InvGate Service Desk provides a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price point, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like SolarWinds and SysAid, InvGate Service Desk strikes a balance between cost and functionality.

ITIL-certified readiness

InvGate Service Desk has obtained the esteemed ITIL4 certification from PINK Elephant, demonstrating its commitment to upholding ITSM excellence. Whether organizations are starting their ITIL journey or managing complex operations, InvGate Service Desk offers a user-friendly and feature-rich experience aligned with industry best practices.

Fast ROI and ongoing innovation

InvGate Service Desk ensures a fast return on investment through efficient implementation processes. Within weeks, organizations can start experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Next steps

In IT Service Management, selecting the right solution can significantly impact the organization's efficiency and overall success. When comparing SolarWinds vs. SysAid, it's clear that both platforms offer features and capabilities beneficial to IT operations. 

However, if you're evaluating an alternative, you'll find that InvGate Service Desk is a robust and user-friendly solution that can streamline your ITSM processes. With streamlined functionalities and a commitment to optimizing IT operations, organizations can enhance their IT services, drive digital transformation, and improve overall business operations.

Request InvGate Service Desk 30-day trial and grab our free ITSM implementation checklist to guide you through your upcoming actions!

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