SysAid Features

Core Modules:                       

Additional Modules:

Help Desk

Advanced Monitoring

End-User Portal

Tasks and Projects

Knowledgebase

Manager Dashboard

Asset Management

SLA / SLM

Remote Control

ITIL Package

Reports and Analysis

- ITIL Problem Management

SysAid Chat

- ITIL Change Management

IT Benchmark

- ITIL CMDB

SysAid Calendar

Helpdesk

• Easy submission of service requests via the End-User Portal, hotkey command, or your company's website.
• Full email-to-service request integration, with all email correspondence saved within the service request.
• Automatic routing of service requests according to predefined parameters and priorities.
• Escalation rules and prioritization defined by user, due date, urgency, and other fields.
• Automatic notifications to keep administrators and end-users updated on resolution status.
• Predefined message templates for issues administrators commonly address.
• Customizable interface for the sorting of service requests.
• Customizable alert system to highlight urgent, unresolved, and escalated service requests. 
• Support levels per admin group so that each service request has a maximum support level.
• Knowledgebase and Quick List items for the easy resolution of technical issues. 
• Permission controls for better management of administrator activity.
• LDAP integration to stay up-to-date with the latest user information.
• Customize and issue a survey to end-users when closing a service request to evaluate end-user satisfaction.

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Enduser-Portal

• Easy submission of service requests with instant access to the End-User Portal via hotkey command. 
• Available in 42 different languages and can be easily translated into any additional language. 
• Automatic attachment of screenshots to clarify the content of service requests. 
• End-User access to entire service history to track the status of submitted service requests. 
• Pre-populated Quick List templates that end-users can select for common issues. 
• Knowledgebase FAQ section so end-users can independently resolve their own technical issues. 
• Automatic suggestions and resolutions from the Knowledgebase as end-users begin to type in the title of their service requests. 
• End-user participation in ITIL Change Management processes. 
• Easy integration of the End-User Portal directly into your internal website. 

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Knowledgebase

• Time-saving access to information for both administrators and end-users. 
• Automatic or manual addition of common service requests and their resolutions to the Knowledgebase. 
• Quick search function to locate service request solutions based on category and subcategory. 
• Easy attachment of media files to enrich the content of the Knowledgebase item. 
• Solutions for end-users in the Knowledgebase Self Service Portal.
• Automatic suggestions for issue resolution as end-users begin to enter the title of a service request. 

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Asset-Management

• Automatic detection of all hardware and software in your IT environment.
• Automatic deployment of SysAid agent for the local or remote collection of asset information. 
• Automatic scanning of all machines for an updated inventory including SNMP discovery. 
• Historical log with a record of all reported changes. 
• Real-time notifications when software that's not on your list of registered products is installed or if it exceeds your number of purchased license. 
• See which users are logged in to the network in real time and send broadcast messages, emails, or perform a remote control session. 
• Extraction and display of license keys for Microsoft products. 
• Easy integration with external purchasing and order systems via XML.  

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Remote Control

• Anywhere-to-anywhere machine access from within a service request.
• All sessions performed via secure web connection. 
• Communication with remote users via SysAid Chat, SMS, or email. 
• Access to computers and other machines granted for users working from home or using a remote machine. 
• Remote control even to a user on a terminal server. 

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Reports and Analysis

• Large selection of predefined reports for services and assets. 
• Extensive report capabilities for system data monitoring and cost analysis. 
• Recording of all calls on log files to support detailed reports. 
• Extensive customization options to create tailored reports. 
• Analysis of your helpdesk activity on an up to per-hour basis to identify peak points. 

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SysAid Chat

• Initiate chat conversations with any end-user logged in to the network. 
• Manage queues of end-users that have initiated chats. 
• Access the end-user's entire service history from within the chat conversation. 
• Create new service requests from within the chat conversation. 
• Automatic archival of all chat conversations within the end-user's service history. 
• Initiate remote control session from within the chat conversation. 
• Download or upload files via a chat session, which will be saved in the chat history. 

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IT Benchmark

• Automatic conversion of your IT data into statistics and ratios. 
• Dynamic measurements to benchmark your IT performance. 
• Local History Chart to track trends over the previous 60 days. 
• Worldwide SysAid Distribution Chart allows you to compare your performance with thousands of other IT departments worldwide.
• Analysis for future and more strategic business decisions. 

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SysAid Calendar

• Centralized access to all of your important IT assignments, dates, and deadlines. 
• Easily create your own SysAid events in the intuitive interface. 
• All service request due dates, activities, and software support expiration dates in your Helpdesk are automatically added to the Calendar. 
• Automatically synchronize your SysAid Calendar with Microsoft Exchange. 

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Advanced Monitoring

• Real-time testing of memory usage, hard disk usage, vital OS services and processes, network services, software and hardware updates, and other systems. 
• Automatic notifications when errors arise via service request, email, or SMS text messages. 
• "Back to normal" notifications when monitoring events have been resolved. 
• Set your own customized monitoring configurations that can include notifications and graphs. 
• Graphs of monitoring tests on a daily, monthly, weekly, and yearly basis. 
• Set SNMP traps to receive detailed notifications from your SNMP device. 
• Monitoring and graphs of incoming and outgoing data activities from computers and SNMP devices. 
• Receive notifications if data rates exceed the thresholds you specify. 
• Monitoring templates to apply to any number of servers or workstations.

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Projects and Tasks

• Listing and scheduling of tasks and projects. 
• Gantt charts to view the progress of projects with task grouping per category. 
• Evaluation of project status with fields that display the progress of each task within the project. 
• Creation of manual or automatic reoccurring events on a daily, weekly, or monthly basis. 
• Customizable reoccurring event notifications via service request, email, or text message. 
• Template projects with multiple tasks for reoccurring events. 
• Tracking of times and activities with relevant reports. 
• Assignment of tasks and projects to specific administrators. 

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Manager Dashboard

• Immediate graphical overview of your organization's state of affairs. 
• Wide variety of customizable reports that can be modified or created as new. 
• Report building wizard to help you easily create your own customized reports. 
• Customizable charts that can rotate in a constant slideshow. 
• Drill-down option on charts to directly access specific data. 
• Automatic scheduling of reports on assets, workflow, and service quality. 
• Automatic distribution of reports on a daily, weekly, or monthly basis. 

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SysAid SLA/SLM

• Create and configure multiple Service Level Agreements (SLAs) for your helpdesk clients. 
• Specify SLAs for individual users and for companies as a whole. 
• Define routing rules, priorities, due dates, escalation rules, and operating times for each SLA. 
• Develop internal goals for helpdesk performance that go beyond your SLAs in order to motivate IT excellence. 
• Easily grade your performance against individual SLAs and internal goals using our preconfigured measurements, or create your own measurements. 
• Review your overall helpdesk performance vs. your SLAs and internal goals using metrics from the Service Management dashboard. 

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SysAid ITIL Package

The SysAid ITIL Package is built according to ITIL best practices to help you establish a standardized set of processes for better IT management. With SysAid's ITIL Package, you can improve service quality, reduce costs, and ensure that your IT activities contribute to the overall success of your organization.

Problem Management

• Tracking and management of root problem causes to prevent incident recurrence. 
• Grouping of service request incidents into higher level problems and themes. 
• Multiple problem templates to suit any scenario in your environment. 
• Detailed problem descriptions and historical log of all changes. 
• Knowledgebase of known errors and workaround methods. 
• Minimization of incident-related business impacts on your business operations. 

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Change Management

• Change creation using built-in basic or advanced change templates. 
• Customized workflow processes and change templates to suit any change scenario. 
• Multi-level risk assessments and authorizations in workflow tabs with a full audit trail. 
• Permissions to ensure that only permitted users view details. 
• Targeted notes, tasks, permission, and automatic notifications for key stakeholders. 
• Tracking, monitoring, and reporting on all past and current change activity. 
• Full control over all planned change activities for minimal business exposure and service disruption. 
• Highly integrated with all SysAid modules for shared accumulated data processes and functionality. 
• End-user participation in change processes via the End-User Portal. 

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SysAid CMDB

• Comprehensive list of your organization's Configuration Items. 
• Automatic import of assets, software products, and catalog items. 
• Tracking of the relationships between your assets and IT activities. 
• Storage of an unlimited number of Configuration Items of all types. 
• Visual indicators that show the current state of your CI's. 
• Labeling of CI subtypes with specific icons. 
• More than 250 customizable fields. 
• Prediction of the influence of changes in your network on future developments and business impacts.

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