Product Summary
(in alphabetical order)
Component |
Description |
| Agent | As well as taking a detailed hardware and software inventory through its network discovery, the SysAid Agent provides additional asset management capabilities. For example, you can launch a remote control session or initiate a chat conversation directly from a service record where the affected asset is running the SysAid Agent.
The SysAid Agent also allows end users to automatically submit a self-service ticket, with a captured screenshot, via a hotkey (F11). Monitoring, asset availability, SysAid Remote Desktop, and more are all supported by the SysAid Agent. |
| SysAid for Teams | SysAid for Teams allows users to submit SysAid tickets from within Microsoft Teams and to send messages and notifications from a SysAid ticket to groups and individuals in Microsoft Teams. This allows for easier collaboration within organizations that use Microsoft Teams for internal communication. |
| API | With the SysAid API, you can integrate SysAid with your external applications and write your own code to create, retrieve, update, and delete SysAid entities. The SysAid API allows up to two login requests and up to 1,000 other requests – every five minutes. |
| Audit Log | Use the audit log to view all the events that have occurred in SysAid, including (but not limited to):
|
| BI Analytics | Powered by Qlik® – the BI Analytics tool is built into SysAid, saving you significant time on integration and implementation.
Choose from predefined KPIs to get started immediately, or customize the interface to suit your needs. |
| CMDB (configuration management database) | SysAid’s CMDB software helps you to keep track of the configuration items in your IT ecosystem, maps the connections between them, and helps you predict the influence of changes. |
| Change Management | SysAid’s change management will help you to better control and manage change requests and the changes themselves.
You can use SysAid’s pre-configured ITIL best-practice templates or create your own change process templates, including multi-level risk assessment and authorization. |
| Chat | SysAid Chat provides administrators and end users with a real-time chat communication channel to quickly address issues and meet help requests as they arise. |
| Data Management | Improve performance, clean up, and manage the clutter in your Cloud workspace:
SysAid archives all closed, deleted, or untouched open incidents that are older than 12 months – keeping your lists tidy. Nothing is lost, it has just moved from your day-to-day work list, and is easily accessible through the “Archived” dedicated view. All SysAid editions provide a 30GB attachment storage per account. If extra is required, this can be made available at an additional cost. SysAid allows you to easily identify unnecessary attachment files according to size, date, and type in order to manage your storage. Create up to 200 custom column fields per entity to further customize and automate your SysAid. |
| Database Integration | SysAid supports the following databases: MySQL and Microsoft SQL. |
| Email Integration | SysAid’s ticketing system works with your corporate email system. Tickets can be submitted via email to one or more dedicated email addresses. Inbound email accounts are monitored by SysAid, and the new messages are automatically converted into tickets (including the attachments). Incoming emails related to existing tickets are automatically added to the relevant ticket’s internal messages section. You can also reply from within the ticket, and the recipient will receive an email notification. |
| Escalation Rules | SysAid provides powerful, built-in automation capabilities that allow you to set up and operate ticket-related rules based on a variety of criteria and with a wide range of notifications options. For example, you may wish (or need) to escalate a new ticket – by changing its priority and notifying a manager – if it hasn’t been assigned and classified within one hour of receipt. |
| Fully Customizable User Interface | With SysAid, it’s possible to customize the user interface, printouts, notifications, FAQs, and Knowledge Base items to suit your company’s exact design needs. |
| Incident Management | SysAid’s incident management capabilities help you to log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services. |
| IT Asset Management | SysAid’s built-in IT asset management helps you view, secure, and manage your assets directly from within your service desk. This allows you resolve issues faster – with all the asset data and records you need already inside each ticket. |
| IT Benchmark | Updated daily, SysAid IT Benchmark allows you to evaluate your organization’s IT performance against other SysAid customers and your own performance history – for current and last month, and current and last year.
SysAid IT Benchmark will not share any information that can be used to identify your company. |
| Knowledge Base | SysAid’s Knowledge Base is a repository of tips and how-to solutions for both admins and end users. Admins can share their knowledge with peers, such as solutions to IT issues, and also provide knowledge articles for end-user self-help.
The Knowledge Base is integrated within SysAid’s ticketing system so admins can easily find helpful articles from within a ticket or proactively suggest articles to end users while they are typing in the title of their ticket. |
| Knowledge Management | Use SysAid Knowledge Management for making tips and how-to solutions available to all. Service desk agents and other resolution groups can capture, develop, share, and effectively use knowledge relating to solutions to IT issues, and also provide end users with relevant self-help information as needed. |
| LDAP Integration (Active Directory) | Import all users and user groups into SysAid automatically to save time and prevent mistakes that could occur from having to duplicate all of your data.
When users log into SysAid, authentication is through your LDAP. This means that your users have the same password for SysAid as they do for their computers, and all login attempts are recorded centrally in your LDAP. |
| Manager Dashboard | Get real-time visibility into your help desk, IT service management, IT asset management, monitoring activity, project performance, and portfolio of KPIs with your Manager Dashboard. |
| Marketplace | The SysAid Marketplace provides a wide range of out-of-the-box and custom integrations with popular tools and apps. |
| Mobile Solution | Create, view, add notes, see history, and add attachments across all active incidents and requests – directly from your mobile device. |
| Monitoring | SysAid Monitoring provides you with alerts and notifications to help you proactively monitor and manage network components, CPU, disk space, memory usage, software/hardware updates, and more. |
| Multi-Company Support | SysAid allows you to provide effective and organized support to multiple companies, business units, clients, and locations. |
| Network Discovery | SysAid allows you to discover the computers on your network by running a WMI scan or by installing the SysAid Agent. The SysAid Agent also provides detailed hardware and software information, among many other details.
If some devices are not directly connected to the network, you can easily add them to SysAid’s Asset Management, either manually, or by importing details via a CSV file. SysAid also allows you to scan your network and find all of your SNMP-capable devices. You may have networks that are not directly connected to your SysAid Server, or that are separated by firewalls. For situations such as these, SysAid offers network discovery via a Remote Discovery Service (RDS) that acts as a proxy for the SysAid Server in remote networks. |
| Password Services | SysAid’s self-service password reset lets end users securely and independently reset their domain passwords and unlock suspended accounts, without the need for IT support’s assistance. |
| Patch Management | Integrated into SysAid IT Asset Management, SysAid Patch Management, powered by GFI, keeps Windows-based servers and PCs up-to-date with the latest security patches and updates. |
| Problem Management | SysAid’s problem management capabilities allow you to systemize the problem management workflow processes needed for dealing with both simple and complex problems that require cooperation and collaboration across multiple IT teams. |
| Remote Control | SysAid’s built-in remote control capabilities allow IT support people to connect to end-user active sessions, or unattended computers, to give remote assistance. |
| Remote Desktop (My Desktop) | SysAid Remote Desktop provides all employees, not just IT, with secure remote access to their PCs from any device with an internet or intranet connection. |
| Reports | Use SysAid’s reporting tools to quickly measure your ITSM performance, track your IT asset inventory, and identify the issues and bottlenecks affecting your IT services and operational performance.
SysAid includes over 70 pre-built reports. |
| Request Fulfillment | SysAid’s service request fulfillment capabilities allows you to better manage end-user requests for new products or services. |
| Routing Rules | SysAid can automatically assign tickets to the most appropriate, or pre-determined, admins or technicians based on their properties, such as SLA, company, user group, and category. For example, a certain technician is automatically assigned to a ticket based on the requesting user’s business function or the type of issue. |
| Self-Service Portal | SysAid’s Self-Service Portal gives your ticketing system greater reach. It allows end users to perform a variety of IT-related tasks or interactions: submitting and checking the status of incidents, viewing IT announcements, and contacting IT via chat.
End users can also access self-service options, like the FAQs and Password Reset, and other tasks such as participating in the change management processes or accessing their desktops remotely via SysAid Remote Desktop. |
| Service Level Management | Create and manage service level agreements for the quality and speed of service that your IT team is expected to provide. Define routing rules, priorities, due dates, and escalation rules for each service and SLA; and measure how your service desk is performing via a real-time graphical dashboard. |
| Service Orchestration / Automate Joe | SysAid’s Automate Joe orchestrates service delivery across business, application, and infrastructure layers – with the click of a button.
Automate Joe defines and executes business and IT workflows, automates IT tasks, monitors current process states in real-time, and enables a full traceability of all activities. |
| Single Sign-On | SysAid supports several single sign-on credential providers. See our Marketplace for more information. |
| SMS/Text Message Integration | SysAid offers out-of-the-box SMS/text message integration using leading service providers, with an option to add your own service provider. |
| Tasks & Projects | With SysAid’s Tasks & Project module, you can create projects, and schedule and assign the specific project tasks to project participants, with deadlines for completion. You can also view projects’ progress in charts plus the links and dependencies between project tasks. |
| Workflow Designer (Digital Workflows) | SysAid’s Workflow Designer is the easiest way to create, share, and optimize digital processes. Enabling you to design and edit workflows without coding or scripting. Giving you real-time visibility of the end-to-end process.
The drag-and-drop UI gives users the agility to quickly design workflows on the fly, in response to new software, regulations, or strategies. |
To verify availability of features in On-premises please see this list.
