SysAid Agent
The SysAid agent installed on the individual workstations of the network provides the server with reliable data about hardware, installed software, and capacity utilization. All the data is displayed in a compact form in SysAid asset management. Service requests and access to the knowledge database are carried out by the agent.
HelpDesk
The SysAid help desk allows the administrator to map service workflows in a precise and functional way. By setting up topic categories, subcategories, responsibilities, and priorities, service requests can be automatically accepted and forwarded to the proper people. After a previously defined reaction time has elapsed, escalation rules can ensure that service requests are not forgotten. Notification of the administrator or the people responsible for the service request is also possible with SysAid using different communication pathways (e.g. e-mail, SMS, instant messenger). The solutions to individual problems can be stored in a knowledge database accessible for the end users so that they can benefit from problems already solved and help themselves.
Asset Management
Asset management maps the data provided by the SysAid agent and also provides the administrator remote access to the workstations of the end users making requests. The data provided by the agent permits, among other things, the efficient administration of the software licenses available.
Manager Portal
The portal provides IT managers a graphically presented real-time view of the service data of your IT. Different types of reports can be generated, configured, and sent to different employees of your company. Automated sending of reports at regular intervals is also possible.
Project and Task Management
This module permits IT managers to enter and administer projects and associated tasks. It maps the progress of work and makes it possible to associate service requests with project tasks. It also provides support for resource and time management.
ITIL Module
The SysAid ITIL module is based on ITIL Best Practices. Problem management allows administrators to locate and administrate events and their direct association with all other SysAid functions in order to ensure smooth service management. The creation of problem templates and their integration into the knowledge database not only permit the handling of events, they also increase the service satisfaction of your employees.
Using detailed protocols and risk evaluations in change management, administrators can also manage changes in your workflow processes. All change activity can be recorded and monitored in reports, which can then be sent automatically to various people.
Using the CMDB module, IT managers can get an overview of configuration and network relationships. You can also foresee future developments in your business, based on changes within your IT network.
