Overview
SysAid is an ITSM vendor that has repositioned its product around generative AI. Its ITSM Professional plan includes request, incident, change and problem management, asset management, SLA management, BI analytics, a Copilot assistant, pre-built AI agents and 100,000 Workato automation credits, at US$59 per agent per month billed annually[16]. The Enterprise plan, which starts at 20 agents, adds a sandbox, tailor-made AI agents, advanced BI, 300,000 Workato credits, a Gold service package and seven-year data retention instead of two years[16].
Alongside ITSM, SysAid sells Dex, which it describes as an autonomous IT engineer. Dex Standard costs US$89 and Dex Max US$189 per technician per month billed annually, with about 150 and 450 tasks per technician per month respectively, and a 30-day free start[16]. The bundling of Workato credits means integrations with other SaaS tools are available without a separate iPaaS contract.
One inconsistency is that the ITSM FAQ on the same page tells visitors to contact sales for cost, despite the listed Professional price[16]. Asset-heavy enterprises may find the CMDB less extensive than in platform suites.
What SysAid does
- Incident, problem, change and request management
- Asset and SLA management
- Copilot and pre-built AI agents
- Workato integration credits included
- Dex autonomous IT engineer (separate product)
- Seven-year data retention on Enterprise
SysAid pricing
ITSM Professional US$59 per agent per month billed annually; Enterprise custom from 20 agents. Dex: Free Start (30 days), Standard US$89 and Max US$189 per technician per month billed annually, Enterprise custom; yearly Dex billing is 17% cheaper than monthly.
SysAid strengths and limitations
Strengths
- AI agents included in the base plan
- Bundled Workato automation credits
- Published Professional price
- Long data retention on Enterprise
Limitations
- Pricing page FAQ contradicts listed price
- Enterprise requires at least 20 agents
- Dex autonomy priced separately
- Annual billing for ITSM
Appears in
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