SysAid ITSM

Basic Information

• Model: SysAid ITSM
• Version: The latest stable on-premise version is 24.4.60 b98. Cloud versions receive weekly automatic updates.
• Release Date: SysAid has been providing IT service management solutions since 2002. Specific major version release dates are not publicly detailed, but cloud updates are weekly, and on-premise updates occur 2-3 times per year.
• Minimum Requirements (On-Premise Server):
  • Processor: 2.0 GHz (minimum), Quad-Core Xeon or equivalent (recommended).
  • RAM: 4 GB (minimum), 8 GB (recommended). Additional 1 GB for MS SQL Express if co-located, and 4 GB for Patch Management per 2000 assets.
  • Storage: 16 GB (minimum), 32 GB (recommended). Additional 10 GB for Patch Management.
  • Operating System: Windows Server 2008 R2 and above (including 2012, 2016, 2019), Linux/Unix (Centos 7, Debian 9/10, Ubuntu 16.04/18.04/19.10/20.04, AIX, FreeBSD, Solaris, HP-UX). A 64-bit OS is recommended for environments with over 2000 assets.
  • Database: MS SQL Server (2008 R2 Express, 2014 Express, 2019), MySQL 5.6/5.7, Oracle (9i, 10g, 11g). Oracle is not supported in versions 21.4 or higher.
  • Software: .NET Framework 3.5 SP1 or higher. For Linux/Unix/Mac, SUN Java 1.7 and Tomcat 7 are required.
• Supported Operating Systems:
  • Server: Windows Server (2008 R2, 2012, 2016, 2019), Linux/Unix (Centos, Debian, Ubuntu, AIX, FreeBSD, Solaris, HP-UX). Windows 7, 8, 10 are supported for test environments.
  • Client (Agent): Windows (10, 8, 7, Vista, Server 2019, 2016, 2012, 2008), Linux, Mac OS X 10.11 and above, Unix (AIX, FreeBSD, Solaris, HP-UX).
  • Client (Browser): Microsoft Edge, Chrome, Firefox, Safari.
• Latest Stable Version: 24.4.60 b98 (On-Premise).
• End of Support Date: Not explicitly published for specific versions, but SysAid provides continuous updates, urging users to install the latest versions for security and features.
• End of Life Date: Not explicitly published.
• License Type: Subscription-based, with pricing typically based on the number of agents/users and managed assets. Plans include Help Desk, ITSM, and Enterprise tiers. Licensing models include desktop, enterprise, and named user licenses.
• Deployment Model: Available as a Cloud-based (SaaS) solution or On-Premise installation.

Technical Requirements

• RAM: Minimum 4 GB, recommended 8 GB for the SysAid server. Additional 1 GB if MS SQL Express is on the same machine, and 4 GB for Patch Management capabilities per 2000 assets. For the SysAid Agent, 512 MB RAM is required.
• Processor: Minimum 2.0 GHz, recommended Quad-Core Xeon or equivalent for the SysAid server. The SysAid Agent requires a 1500 MHz processor.
• Storage: Minimum 16 GB, recommended 32 GB for the SysAid server. An additional 10 GB is needed for Patch Management capabilities. The SysAid Agent requires 50 MB, with an additional 1.5 GB for Patch Management.
• Display: 1280x1024 resolution or above for optimal viewing.
• Ports: For agent deployment, TCP 139, TCP 445, UDP 137, UDP 138, and UDP 8193 must be open. After deployment, only port 8193 needs to remain open for full functionality.
• Operating System: Windows Server 2008 R2+, various Linux distributions (Centos, Debian, Ubuntu), and Unix variants (AIX, FreeBSD, Solaris, HP-UX) for the server. Windows 7+, Linux, Mac OS X 10.11+, and Unix for the agent.

Analysis of Technical Requirements

SysAid ITSM offers flexible deployment options, catering to both cloud and on-premise environments. On-premise installations require scalable hardware, with specifications increasing based on the number of managed assets and enabled features like Patch Management. The minimum requirements are suitable for smaller deployments, while larger enterprises need robust server configurations. The broad operating system support for both server and client agents ensures compatibility across diverse IT infrastructures. The agent's minimal resource footprint allows for deployment on a wide range of end-user devices.

Support & Compatibility

• Latest Version: On-premise version 24.4.60 b98, updated September 10, 2025. Cloud versions are updated weekly.
• OS Support: Comprehensive support for Windows Server, various Linux distributions, and Unix for the server. Client agents support Windows, Linux, Mac OS X, and Unix. Browser access is supported on Microsoft Edge, Chrome, Firefox, and Safari.
• End of Support Date: SysAid encourages users to maintain the latest version for ongoing support and security. On-premise upgrades are supported from one of the two preceding versions.
• Localization: Available in 42 languages, including Dutch, English, German, Hebrew, Italian, Portuguese, and Spanish.
• Available Drivers: As an ITSM software, traditional hardware drivers are not applicable. Compatibility is managed through agents and integrations.

Analysis of Overall Support & Compatibility Status

SysAid demonstrates strong overall support and compatibility. Its extensive OS support for both server and client components ensures it can integrate into diverse IT environments. The availability in numerous languages highlights its global reach. While cloud deployments benefit from automatic, weekly updates, on-premise users must manually update 2-3 times a year, which requires a proactive approach to maintain the latest features and security. SysAid provides robust customer support and comprehensive documentation.

Security Status

• Security Features: Enterprise-grade security, data protection with AES-256 encryption for data at rest and SSL/TLS for data in transit, DDoS protection, and data backup. It includes built-in governance and guardrails for AI features. Cloud deployments leverage secure AWS data centers.
• Known Vulnerabilities:
  • Multiple XML External Entity (XXE) injection flaws (CVE-2025-2775, CVE-2025-2776, CVE-2025-2777) in on-premise solutions, enabling unauthenticated remote command execution (RCE). These were patched in version 24.4.60 or later.
  • A post-authentication OS Command Injection (CVE-2025-2778) and another OS command injection (CVE-2024-36394) that could be chained with XXE flaws for RCE.
  • A zero-day vulnerability (CVE-2023-47246) was exploited in November 2023.
• Blacklist Status: No general blacklist status, but unpatched on-premise instances have been identified as vulnerable to remote hacking.
• Certifications: ISO 27001, ISO 27017, ISO 27018, and SOC2 Type 2 compliant. It also adheres to GDPR.
• Encryption Support: AES-256 for data at rest and SSL/TLS for data in transit.
• Authentication Methods: Multi-factor authentication (MFA), Single Sign-On (SSO) with SAML 2.0, Google Apps, ADFS, Okta, CAS, OneLogin, Office365, OpenAM, and Shibboleth. Password complexity rules are also supported.
• General Recommendations: Users should immediately update to the latest version, ensure the server OS is patched, restrict external access to the SysAid server, use VPN and 2FA, and deploy security controls like EDR and WAF.

Analysis on the Overall Security Rating

SysAid ITSM maintains a strong security posture with robust features, including comprehensive encryption, multi-factor authentication, and adherence to international security standards and certifications like ISO and SOC2 Type 2. However, its on-premise deployments have a history of critical vulnerabilities, including XXE and OS command injection flaws that could lead to unauthenticated remote code execution. This necessitates a high level of vigilance and prompt patching by on-premise users. Cloud versions benefit from automatic security updates and DDoS protection. Overall, while the platform offers strong security capabilities, the responsibility for maintaining security is shared, with on-premise users requiring diligent management of updates and access controls.

Performance & Benchmarks

• Benchmark Scores: SysAid does not publish traditional software benchmark scores (e.g., CPU utilization, memory footprint under load).
• Real-world Performance Metrics: SysAid provides an "IT Benchmark" tool that allows organizations to compare their IT performance metrics (e.g., ratio of opened/closed tickets, average tickets closed per agent, average resolution time for incidents, percentage of tickets opened via email) against other SysAid customers globally and their own historical data.
• Power Consumption: Not explicitly detailed.
• Carbon Footprint: Not explicitly detailed.
• Comparison with Similar Assets: SysAid is noted for its strong automation and customization capabilities compared to Freshservice. It is considered stronger in service desk automation and ITSM workflows than NinjaOne. Compared to enterprise-grade solutions like ServiceNow, SysAid is often seen as more affordable and suited for mid-sized businesses.

Analysis of the Overall Performance Status

SysAid ITSM's performance is primarily measured through its impact on IT operational efficiency rather than raw software benchmarks. The platform's focus on AI-powered automation, including features like SysAid Copilot and Agentic AI, aims to significantly improve ticket resolution times, reduce manual tasks, and boost overall IT team productivity. While specific technical performance metrics are not publicly available, user feedback often highlights improved efficiency and faster service delivery due to these automation capabilities. The IT Benchmark tool provides valuable insights into an organization's service desk performance relative to industry averages.

User Reviews & Feedback

User reviews for SysAid ITSM generally highlight its comprehensive features and effectiveness in streamlining IT operations.

• Strengths:
  • Comprehensive ITSM: Offers robust capabilities for incident management, asset tracking, knowledge base, and service catalog.
  • Automation & AI: Strong automation features, particularly with the introduction of Agentic AI and SysAid Copilot, which automate ticket handling, categorization, and responses, significantly boosting productivity.
  • Customization: Highly customizable workflows, forms, and reports, allowing adaptation to specific organizational needs.
  • Ease of Use: Generally considered user-friendly for ticket management and self-service portals, reducing the learning curve for end-users.
  • Asset Management: Robust asset tracking and management capabilities, including monitoring asset availability.
  • Cost-Effectiveness: Often cited as a cost-effective ITSM tool, especially for mid-sized businesses, offering good value for money.
  • Customer Support: Praised for responsive and helpful customer support.
• Weaknesses:
  • Learning Curve: Can have a steep learning curve due to the extensive feature set and customization options, particularly for new administrators.
  • Interface: Some parts of the user interface, especially in the admin portal and workflow management, have been described as outdated and in need of modernization.
  • Remote Control: Built-in remote control features are sometimes seen as limited compared to dedicated tools, leading users to prefer third-party integrations.
  • Reporting: While offering advanced reporting, some users find the knowledge base reporting not exhaustive enough.
  • Pricing Transparency: Public pricing is not readily available, requiring direct contact for quotes, which can be a drawback for some.
  • Email Notifications: Email notification and response functions can sometimes be duplicative or clunky.
• Recommended Use Cases:

  SysAid ITSM is well-suited for mid-sized to large organizations requiring a comprehensive IT service management solution. It is particularly beneficial for businesses focused on automation-driven IT service delivery and those with complex IT infrastructures, such as in healthcare, education, and finance. It serves dedicated IT support teams effectively by streamlining help desk and service desk functionalities.

Summary

SysAid Technologies SysAid ITSM is a comprehensive IT Service Management solution designed to streamline IT operations and enhance service delivery. It offers a rich set of features including incident management, asset management, knowledge base, and a self-service portal, available in both cloud and on-premise deployment models. A key strength is its recent integration of AI-powered capabilities, such as Agentic AI and SysAid Copilot, which significantly enhance automation, accelerate ticket resolution, and improve overall IT team productivity. The platform boasts broad compatibility across various operating systems for both server and client components, and supports multiple languages, making it suitable for global organizations.

From a technical standpoint, SysAid is scalable, with on-premise requirements adjusting based on the number of managed assets. While the agent has a minimal footprint, server installations for larger environments demand robust hardware. Security is a high priority, evidenced by ISO and SOC2 Type 2 certifications, strong encryption, and diverse authentication methods including MFA and SSO. However, on-premise deployments have faced critical vulnerabilities in the past, necessitating diligent and timely patching by users to mitigate risks.

User feedback generally praises SysAid for its robust ticketing system, asset tracking, and the efficiency gained through its automation and AI features. It is often considered a cost-effective solution for mid-sized businesses. Criticisms include a potentially steep learning curve for new administrators, an interface that could benefit from modernization in some areas, and limitations in its built-in remote control functionality compared to specialized tools.

In conclusion, SysAid ITSM is a powerful and flexible solution, particularly strong in automation and customization, making it an excellent choice for mid-to-large organizations looking to optimize their IT service delivery. Its commitment to AI integration positions it as a forward-thinking platform. However, on-premise users must remain vigilant with security updates. For smaller organizations, the comprehensive feature set might present a higher initial complexity.

The information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.