SysAid vs. ServiceNow

Brenda Gratas December 12, 2023
- 18 min read

Are you facing a dilemma between SysAid vs. ServiceNow for your IT Service Management (ITSM) needs? With a wide array of ITSM options available in the market, organizations often grapple with selecting the right platform that aligns seamlessly with their unique requirements and demands.

In this blog post, we’ll delve into an extensive comparison between SysAid and ServiceNow, two prominent contenders in the realm of ITSM. However, here's where it gets exciting: if neither of these platforms fully meets your specific needs, we have an alternative solution that could be the perfect match for you — InvGate Service Desk. This robust service desk software presents a compelling range of features meticulously designed to streamline your service delivery and empower your organization.

Let's dive in and navigate this ITSM tools comparison to find the perfect fit for your organization's IT Service Management requirements!



  • SysAid is known for its user-friendly interface, customization options, reporting capabilities, knowledge base, and global customer support. However, some users document issues with pricing options, unreliable features, an outdated interface, lack of AI and automation, and issues with ticket updates.

  • ServiceNow, on the other hand, is praised for its cloud-based infrastructure and product enhancements, as well as its user community and integration capabilities. Nevertheless, users warn about its high costs and long implementation times, as well as its steep learning curve and limited presence in some markets.

  • Lastly, InvGate Service Desk stands out for its flexibility, customization, and short implementation times. Users also highlight its modern UI, ease of use, and customer support. 


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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 evaluating IT Service Management solutions, prospective buyers focus on specific functionalities that align with their organization's requirements. Understanding these desired features is crucial for making well-informed decisions.

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

  1. Customization and adaptability - Buyers value software solutions that offer the ability to personalize the platform according to their business requirements. This flexibility ensures the software aligns with their unique workflows and processes, resulting in higher user satisfaction and overall effectiveness.

  2. Ticket Management system - A comprehensive Ticket Management system within the help desk software is of great importance to buyers. This feature enables efficient tracking, assignment, and resolution of customer inquiries and support requests.

  3. Scalability and personalization - Organizations with evolving needs give priority to solutions that can adjust to their growth and allow customization. The solution should enable the creation of custom fields, workflows, and extensions/plugins to cater to the organization's specific business requirements.

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

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

  6. Informative reporting - Buyers look for 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 - The inclusion of a self-service portal is highly valued as it empowers end-users to independently resolve common issues and find relevant information without needing direct assistance.

  8. Streamlined IT service catalog - Organizations often require a simplified IT service catalog that provides a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, improves 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. Cost and support - Buyers take into account 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 influence the decision-making process.

  11. User experience and interface - Ease of use and interface design are critical factors that buyers consider. They appreciate a user-friendly platform with an intuitive interface that enhances 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, including Incident Management, Problem Management, Change Management, and Asset Management.

What is SysAid?

Example of SysAid's interface.

SysAid IT Service Management is a cloud-based platform developed by SysAid Technologies Ltd. It empowers mid-sized teams and experienced IT departments by granting them increased authority and command over their service desk operations. With a focus on automation, ease of use, and rich functionality, this platform enables IT professionals to streamline operations, increase efficiency, and prioritize critical tasks to drive business success.

Headquartered in Toronto, Canada, SysAid Technologies Ltd. is an ITSM corporation established in 2002. With a workforce of over 100 professionals, they deliver efficient resolutions for IT Incident Management, troubleshooting, Change Management, and service requests, aiding organizations in optimizing their IT operations.

What users like from SysAid

Positive feedback has been received from users regarding SysAid, as indicated by Gartner reviews. Let's explore these advantages.

  • Responsive Graphical User Interface (GUI) - The GUI of SysAid promptly responds to issues, ensuring a seamless user experience.
  • Global customer support - The platform offers global support with a user-centric approach, actively seeking and incorporating user feedback.
  • Well-organized knowledge base - The knowledge base is designed thoughtfully, allowing for improved organization and easy access to information.
  • Seamless email integration - SysAid's email integration facilitates effective communication with end users, promoting collaboration and efficient issue resolution.
  • Extensive customization options - Users highly value the wide range of customization options provided by SysAid, enabling them to personalize the software according to their specific needs and preferences. This includes adding knowledge base articles and enhancing knowledge sharing within the organization.
  • User-friendly interface - The tool presents an intuitive and user-friendly interface that allows users to navigate effortlessly, making the most of the software's capabilities.
  • Comprehensive reporting capabilities - SysAid offers robust reporting features that provide comprehensive insights into ticket performance, empowering users to make data-driven decisions and optimize their service desk operations.
  • Single Sign-On (SSO) and Active Directory (AD) integration - With SSO and AD integration, SysAid simplifies user authentication and access management, enhancing security and user convenience.
  • Availability of customer support - SysAid ensures the availability of customer support and live chat options, offering users prompt assistance whenever needed, fostering a positive user experience, and minimizing downtime.

What users don’t like from SysAid

Despite its strengths, SysAid IT Service Management has received criticism from customers, as documented by reputable sources like Gartner. Let's explore some of the concerns raised.

  • Pricing 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 unreliability and frustration.
  • Outdated and inconsistent user interface - The user interface is criticized for being outdated and inconsistent, exhibiting varying styles within the same product. This inconsistency undermines the user experience and hinders ease of use.
  • Integration limitations and lack of AI and automation - Users find SysAid's integration capabilities limited, which restricts seamless integration with other systems. Additionally, the absence of advanced AI capabilities and automation features is perceived as a limitation, reducing efficiency and productivity gains.
  • Restricted customization options in specific areas - Some users feel limited by the available customization options in certain areas of the software, hindering their ability to tailor SysAid to their specific 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 hampers users' ability to gather and analyze data effectively.
  • Issues 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 hindering optimal IT management practices.
  • Difficulty in modifying settings without disrupting configurations - Users find it challenging to modify settings without unintentionally disrupting other configurations, resulting in disruptions and complexities during the system setup and administration process.

What’s SysAid’s argument over ServiceNow?

SysAid presents compelling advantages over ServiceNow, addressing specific user preferences and organizational needs. Let's delve into the areas where SysAid outshines its competitor.

  1. Responsive Graphical User Interface (GUI) - SysAid's GUI stands out with its prompt responsiveness, ensuring a seamless user experience. Users appreciate the platform's ability to address issues, enhancing overall usability swiftly.

  2. Global customer support - SysAid sets itself apart with its global customer support, actively seeking and incorporating user feedback. This user-centric approach fosters a strong partnership between SysAid and its customers, contributing to an enhanced overall experience.

  3. Well-organized knowledge base - SysAid's thoughtfully designed knowledge base allows for improved organization and easy access to information. Users appreciate the platform's effort to streamline knowledge sharing and enhance user productivity.

  4. Seamless email integration - SysAid excels in facilitating effective communication with end-users through seamless email integration. This feature promotes collaboration and efficient issue resolution, further improving customer satisfaction.

  5. Extensive customization options - SysAid offers users a wide range of customization options, allowing them to personalize the software according to their specific needs and preferences. This includes the addition of knowledge base articles and enhancing knowledge sharing within the organization.

  6. User-friendly interface - SysAid's intuitive and user-friendly interface enhances user adoption and maximizes the software's capabilities. Users find it easy to navigate the platform, resulting in increased productivity and a positive user experience.

  7. Comprehensive reporting capabilities - SysAid impresses users with its robust reporting features, providing comprehensive insights into ticket performance. This empowers users to make data-driven decisions, optimize service desk operations, and continually improve IT services.

  8. Single Sign-On (SSO) and Active Directory (AD) integration - With SSO and AD integration, SysAid simplifies user authentication and access management. This enhances security and user convenience, ensuring a seamless login experience.

What is ServiceNow?

Example of ServiceNow's interface.

ServiceNow is a company that offers a cloud-based platform designed to streamline IT Service Management and digital workflows for organizations. Their main objective is to simplify and automate IT operations, improve customer experiences, and drive digital transformation for businesses.

Established in 2004 and headquartered in Santa Clara, California, ServiceNow provides a comprehensive range of cloud-based solutions tailored to meet the diverse operational needs of enterprises. Their solutions span various domains, including IT Service Management, IT Operations Management, IT Business Management, Customer Service Management, Human Resources Service Delivery, Security Operations, and more. ServiceNow has also formed strategic partnerships with renowned companies such as NVIDIA and Juniper Networks, further bolstering their presence and expertise in the market.

What users like from ServiceNow

ServiceNow has been praised by customers for various positive aspects, as highlighted by reputable sources like Gartner and G2. Here are some of the benefits mentioned.

  • Cloud-based infrastructure - ServiceNow's cloud-based platform allows organizations to scale their operations, adapt to changing needs, and access the platform from anywhere with an internet connection.
  • Continuous product enhancements - ServiceNow consistently introduces improvements by acquiring new technologies and developing native features. Customers appreciate the transparent product roadmap that provides visibility into upcoming enhancements and features.
  • Expanded usage across multiple domains - ServiceNow offers value beyond ITSM, with customers finding benefits in utilizing the platform for areas such as Human Resources (HR), Customer Engagement Center (CEC), Governance, Risk, and Compliance (GRC), and IT Operations Management (ITOM).
  • Growing user community - ServiceNow has gained significant relevance in the industry and boasts a rapidly expanding user community. Many customers discover or gain experience with the platform through recommendations from their peers.
  • Native AI capabilities - ServiceNow leverages artificial intelligence (AI) and machine learning (ML) to provide built-in AI capabilities. This includes virtual Agent chatbots and predictive intelligence, enhancing the functionality and user experience of the platform.
  • Integration capabilities - ServiceNow provides features that facilitate seamless integration with other systems and applications. This capability enables efficient data exchange and workflow automation, enhancing overall customer operational efficiency.

What users don’t like from ServiceNow

Despite its numerous strengths, ServiceNow has also received feedback from customers regarding certain concerns and dislikes. Here are some of the mentioned dislikes, based on analysis from reputable sources.

  • High licensing costs and potential additional expenses - ServiceNow's extensive functionality and advanced features come at a price, with substantial licensing fees. Additional costs for customizations or specialized modules can result in a high overall cost of ownership.
  • Steep learning curve and complexity for new users - Some users find that ServiceNow's platform has a steep learning curve, especially when using advanced features. The system's complexity may require additional training and resources to leverage its capabilities thoroughly.
  • Challenges in customizing workflows and processes - The platform may have limitations in flexibility and customization options, making it difficult for organizations to tailor it to their specific needs and unique business processes.
  • Renewal leverage concerns - ServiceNow's market dominance can impact customers' ability to negotiate contracts and renewals without compromising existing discounts or concessions.
  • Difficulties and delays during implementation - Organizations may encounter issues during configuration, data migration, or integration with existing systems, leading to longer implementation timelines and potential frustrations.
  • Mixed feedback on customer support - Some users have reported concerns about response times and accessibility when seeking support from ServiceNow, indicating inconsistencies in customer support.
  • Limited presence in emerging markets - ServiceNow has a restricted presence in certain emerging markets, with fewer local offices and limited hosting options in regions like the Middle East. This can limit accessibility and support for organizations operating in those areas.

What’s ServiceNow’s argument over SysAid?

ServiceNow presents a compelling case over SysAid, showcasing its strengths and addressing specific user preferences and organizational requirements. Here are the areas where ServiceNow outshines SysAid.

  1. Cloud-based infrastructure - ServiceNow's cloud-based platform provides organizations with scalability, adaptability, and easy access from anywhere with an internet connection. This flexibility allows businesses to align their IT operations with changing needs and enhances overall accessibility.

  2. Continuous product enhancements - ServiceNow consistently introduces improvements to its platform, incorporating new technologies and developing native features. Customers appreciate the transparent product roadmap, which provides visibility into upcoming enhancements, ensuring they stay at the forefront of technology.

  3. Expanded usage across multiple domains - ServiceNow offers value beyond ITSM, extending its capabilities to areas such as Human Resources (HR), Customer Engagement Center (CEC), Governance, Risk, and Compliance (GRC), and IT Operations Management (ITOM). This versatility allows organizations to leverage ServiceNow's robust platform for various operational needs.

  4. Growing user community - ServiceNow has established a significant presence in the industry and boasts a rapidly expanding user community. The platform's popularity and positive recommendations from peers contribute to its credibility and reliability.

  5. Native AI capabilities - ServiceNow leverages artificial intelligence (AI) and machine learning (ML) to provide built-in AI capabilities. Features such as virtual Agent chatbots and predictive intelligence enhance the functionality and user experience, leading to improved service delivery.

  6. Integration capabilities - ServiceNow offers features that facilitate seamless integration with other systems and applications. This capability enables efficient data exchange and workflow automation, optimizing operational efficiency across the organization.

Considering InvGate Service Desk as an ITSM solution alternative



While SysAid and ServiceNow are notable competitors in the ITSM industry, exploring alternative solutions that closely align with your organization's specific needs is crucial. In this context, InvGate Service Desk emerges as a compelling choice that merits thorough consideration. 

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

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. Features like automated ticket routing, customizable workflows, and SLA Management enhance the efficiency of incident resolution processes.

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.

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 leverage their powerful ITSM capabilities quickly.

Strong self-service capabilities


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

Comprehensive Asset Management



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

ITSM focus with ESM extension

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

Comprehensive reporting and analytics

InvGate Service Desk's customizable dashboard view.

InvGate Service Desk provides extensive reporting and analytics functionalities, allowing 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.

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.

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 SysAid and ServiceNow, InvGate Service Desk strikes a balance between cost and functionality.

ITIL-certified readiness

InvGate Service Desk has obtained the esteemed PinkVERIFY Certified certification, 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 the realm of IT Service Management, making the right solution choice holds immense significance for an organization's efficiency and overall success. While comparing SysAid vs. ServiceNow, it becomes evident that both platforms provide advantageous features and capabilities for IT operations. However, if you're open to considering an alternative, InvGate Service Desk emerges as a robust and user-friendly solution that can effectively streamline your ITSM processes.

With enhanced functionalities and a solid commitment to optimizing IT operations, InvGate Service Desk empowers organizations to optimize their IT services, drive digital transformation, and improve overall business operations. From robust self-service capabilities to comprehensive reporting and analytics, InvGate Service Desk offers a range of features designed to meet the diverse needs of ITSM.

To assist you in your ITSM implementation journey, download our free ITSM implementation checklist. This resource will guide you through the crucial steps and actions required for a successful implementation.

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