2. • Helpdesk
• Knowledge base
• Asset Management
• Monitoring
• Projects and Tasks
• Manager Dashboard
• CMDB
• Change Management
• Problem Management
* SysAid is built on industry best practice methodology, main reference : ITIL
3. • Incident Management
• Customizable views of lists and forms
• Escalation functionalities
• Automatic routing, due dates and priority
• Integrated communication : Emails , text messages
• End User Portal
• Helpdesk hotkey – submit requests with screen shots and details
of the asset
• Fully integrated with other Modules
4.
5. • Manage both for internal and external purposes – end users and
administrators
• Arrange by categories
• Rich text format editor
• Available in the End user portal
• Quick create a KB item from within a service request
6.
7. • Network computers extended information collected by our agent.
• Agents can be deployed automatically with a built in deploy tool, MSI,
designated script or manually
• Hardware and software changes are updated automatically
• All changes are saved in a permanent "asset record," which contains
hardware/software and service history
• A full detailed list of all installed software
• Software license tracking: installed vs. purchased
• Administrators can have complete secure remote control of machines with a
click from within the Service request
8.
9. • Various tests for memory usage, hard disk usage, vital OS services and
processes, network services, software and hardware updates and more
• A warning and/or error notification will be sent to you when something is out-
of-order
• SysAid customized notifications include opening an automatic service request,
notifying you by email, or even sending you a text message
• A visual representation of all the monitoring tests on daily, weekly, monthly
and yearly graphs
• Configure monitoring templates for any number of servers or workstations
10. • Incident Management
• Customizable views of lists and forms
• Escalation functionalities
• Automatic routing, due dates and priority
• Integrated communication : Emails , text messages
• End User Portal
• Helpdesk hotkey – submit requests with screen shots and details
of the asset
• Fully integrated with other Modules
11. • Allows you to create, list and manage projects and tasks
• Tracks progress: status , allocated resources etc..
• Keeps record of all activities and saves all changes
• Stores relevant documentation
• Connect Service requests to tasks
• Define custom notifications for Project Managers and users assigned to tasks
(when they are assigned/when a change occurs)
• Schedule automatic notifications: open Service requests, send emails or text
messages
12.
13. • SysAid ITIL package is a fully-integrated and extensive range of ITIL management
solutions comprising three SysAid ITIL modules:
• CMDB
• Change Management
• Problem
• Built according to ITIL best practice methodology, the SysAid ITIL package will
transform the way you manage incidents and problems in your IT environment, and
enhance your ability to track significant elements and implement successful
organizational change.
14. • Keep track of significant elements in your IT network (CI-s) and their relations to
other IT elements.
•250 customizable fields - to fit your exact needs
•Graphical view of the CI-s and the relationships
•Automatically integrated in the Helpdesk screens based on the asset involved in the
incident – Allows you to visually see the business impact
15.
16. • Built on proven ITIL workflow processes including chain of approval
• Create changes using built-in basic or advanced change templates
• Customize workflow processes & change templates to suit any change in your
organization
• Perform multi-level risk assessments & authorizations in workflow tabs with a full
audit trail
• Permission-based to ensure that only permitted users view details
• Set targeted notes, tasks, permissions and automatic notifications for key
stakeholders
• Track, monitor and report on all past and current change activity
• Highly integrated with all SysAid modules for shared accumulated data processes
and functionality .
• Full control over all planned change activities for minimal business exposure and
service disruptions
17.
18. • Based on ITIL best practices
• Track and manage root problem causes to prevent incident recurrence
• Group Helpdesk SR incidents into higher level problems and themes
• Create multiple problem templates to suit any scenario in your environment
• Access detailed problem descriptions and historical log of all changes
• Build a knowledgebase of known errors and work-around methods
• Highly integrated with all SysAid modules for shared accumulated data processes
and functionality
• Minimize incident-related business impact on your business operations
21. • Simple yet comprehensive Help Desk & Asset Management Solution.
• Developed on ITIL best practices.
• Higher ROI
• Improving Turn Around Time to the customers.
• Single Database for all types of IT Assets details.
• Unique Report Generation for unique & customized information of current assets.
• Highly integrated with all SysAid modules for shared accumulated data processes
and functionality
• Minimize incident-related business impact on your business operations
