SysAid

SysAid is an ITSM platform for tickets, requests, and ITIL workflows. Level is a modern IT management platform for real-time endpoint visibility, remote control, patching, and automation. Use SysAid to organize service delivery and SLAs. Use Level to act on devices quickly and at scale. Together they create an end-to-end IT operations stack that reduces resolution times, improves compliance, and trims tool sprawl.

What is SysAid?

SysAid is an IT service management (ITSM) and help desk software platform designed to help organizations manage and streamline IT support, asset management, and service delivery. IT teams use it to handle requests, incidents, and changes while keeping visibility into IT assets and performance.

Core features

• Help Desk & Ticketing: Centralized ticketing with routing, SLAs, and automation
• IT Asset Management (ITAM): Discovery and tracking of hardware and software
• Service Catalog & Self-Service: Request portal and knowledge base
• Automation & Workflows: Ticket routing, approvals, and repetitive task automation
• Reporting & Analytics: Dashboards for SLAs, productivity, and service performance
• Change & Problem Management: Full lifecycle governance to reduce downtime

Deployment options

• Cloud or on-premises, based on your security and infrastructure needs.

Who uses SysAid

• Common among mid-sized to large organizations that want integrated help desk and asset visibility aligned to ITIL practices.
  
  

What is Level?

Level is a modern IT management and automation platform that provides:

• Inventory and Device Listing: Real-time endpoint inventory
• Device Groups and Tags: Clean organization and policy targeting
• Remote Control and Background Management: Secure, browser-based access with no VPN
• Custom Fields and Patch Management: Cross-platform updates and detailed configuration
• Monitoring, Alerting, Reporting: Actionable insights and customizable alerts
• Scripting and Automation: PowerShell, Bash, Python at scale
• Custom Branding and Maintenance Mode: Professional experience and safe servicing windows

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SysAid vs Level: Different jobs, same goal

In short: SysAid manages services and tickets. Level manages devices and endpoints.

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Where they overlap (and why that matters)

Both offer asset visibility, reporting, and ways to speed up resolution. The difference is depth:

• SysAid links devices to tickets for context.
• Level gives deep control to act: live metrics, scripts, patching, and remote control directly from the browser.

Example:
A SysAid rule routes a “software update” ticket. Level executes the update across all endpoints.

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Why pairing SysAid + Level makes sense

You get the full loop from service to action:

1. Ticket in SysAid
2. One-click to device in Level
3. Run script, patch, or remote control
4. Post result back to SysAid for audit and closure
   
   

Benefits for decision makers

• Faster MTTR: Less tool switching; direct action from ticket context
• Higher first-contact resolution: Background tools and quick scripts
• Better compliance: Patch baselines and device health in Level, approvals and history in SysAid
• Lower cost of ownership: Level consolidates remote access, patching, scripting, and monitoring
• Happier users: Issues resolved without disruption or long escalations
  
  

Integration patterns that work

• Deep links: “Open in Level” from SysAid ticket or CI record
• API + Webhooks:
  
  • Level → SysAid when alerts fire or jobs complete
  • SysAid → Level when a ticket hits an “Approved for action” state
• Field mapping:
  
  • SysAid ticket field “Device ID” ↔ Level device GUID
  • SysAid CI “Owner” ↔ Level custom field “Business Owner”
• Tag alignment: Mirror departments or request types as Level tags to target policies
  
  

Two common stack blueprints

A) MSP or SMB-focused

• SysAid: multi-tenant ticketing, SLAs, self-service
• Level: multi-tenant groups and tags, automation packs, patch policies, browser remote control
• Messaging: Teams or Slack for “new ticket,” “Level alert,” “job completed”
• iPaaS: Power Automate or Make to sync ticket fields and trigger jobs
• Docs: IT Glue or Hudu linked in both tools
  
  

B) Mid-enterprise

• SysAid: ITIL workflows, CAB approvals, CMDB
• Level: patch rings, scripted health checks, compliance dashboards, custom fields
• Identity: Azure AD or Okta SSO and roles
• Security & SIEM: Send SysAid audit and Level alert logs to Sentinel or Splunk
• Runbooks: Confluence or SharePoint linked from tickets and devices

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How SysAid + Level compares to other ITSM approaches

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Decision checklist: Is SysAid + Level right for you?

Choose this stack if you:

• Need both structured ITSM and hands-on endpoint control
• Manage distributed devices and want real-time response
• Aim to consolidate tools for remote access, patching, monitoring, and scripting
• Want faster ROI without heavy enterprise overhead

Reconsider if you:

• Already run a full enterprise suite with built-in orchestration and device tooling that meets all needs
• Manage a very small device footprint with minimal automation requirements
• Require extreme workflow customization that only a heavyweight ITSM can deliver
  
  

Starter kit to get moving

SysAid

• Ticket fields: Device ID, Affected CI, Impact, Urgency, Approval
• Rule: On “Approved,” call a Level job webhook with Device ID and Job ID

Level

• Groups: by department, OS, location, criticality
• Policies: patch rings, baseline software, monitoring thresholds
• Scripts: health check, disk cleanup, browser reset, EDR reinstall, line-of-business app repair
• Webhooks: SysAid ticket create/update endpoint and a Teams channel

Shared

• SSO for both tools, least-privilege roles, MFA
• Decide system of record for assets. Many teams let Level be the live inventory and sync key fields into SysAid’s CMDB.
  
  

FAQ

Is SysAid smaller than the top ITSM vendors?
Yes. SysAid is widely used but smaller than leaders like ServiceNow or Atlassian. It is popular with mid-market teams that value cost, speed, and simpler rollouts.

Can SysAid and Level work without custom code?
Yes. You can start with deep links and basic webhooks, then grow into API-driven flows through iPaaS tools.

Do I need both?
If you only need tickets and SLAs, SysAid alone can work. If you need device control, patching, and automation, Level is essential. Most modern teams benefit from both working together.‍