Introduction to SysAid
SysAid is a comprehensive IT Service Management (ITSM) software designed to optimize IT efficiency and streamline service delivery across organizations. It integrates a wide range of features to manage IT services, assets, and infrastructure, making it an invaluable tool for both midsize teams and mature IT departments.
Key Features and Functionality
IT Service Management
SysAid offers robust service management capabilities, including:
- Incident Management: Log, process, manage, and report on issues affecting end users and IT services.
- Problem Management: Systemize problem management workflows to handle both simple and complex problems collaboratively across multiple IT teams.
- Request Fulfillment: Manage end-user requests for new products or services efficiently.
- Change Management: Included within the broader service management suite, helping in managing changes to IT services.
IT Asset Management
SysAid’s built-in IT asset management allows you to:
- View, secure, and manage assets directly from the service desk, enhancing issue resolution with comprehensive asset data.
- Use network discovery tools such as WMI scans, SNMP scans, and the SysAid Agent to gather detailed hardware and software information.
- Automate asset monitoring with real-time updates on software and hardware, and receive customized alerts for critical issues.
Monitoring and Automation
- Monitoring: Proactively monitor network components, CPU, disk space, memory usage, software/hardware updates, and more, with alerts and notifications.
- Automate Joe: Orchestrate service delivery across business, application, and infrastructure layers by defining and executing IT workflows, automating tasks, and monitoring process states in real-time.
Reporting and Analytics
- Reports: Generate over 70 pre-built reports to measure ITSM performance, track asset inventory, and identify issues and bottlenecks affecting IT services.
- IT Benchmarks: Evaluate your organization’s IT performance against other SysAid customers and your own historical performance.
- BI Analytics: Use the Qlik Sense platform to perform in-depth analysis, identify trends, and outliers in your organization.
User and Administrative Tools
- Customizable Interface: Customize the user interface, printouts, notifications, FAQs, and Knowledge Base items to match your company’s design needs.
- Self-Service Portal: Allow end users to submit service records, reset passwords, and access other self-service features through an integrated portal.
- Remote Control and Desktop Access: Provide IT support with remote control capabilities and secure remote desktop access for employees.
Integration and Automation
- API and Integration: Integrate SysAid with your internal systems using the API, which allows creating, modifying, and deleting entities, as well as sending emails.
- Single Sign-On and SMS Integration: Support multiple single sign-on credential providers and integrate with leading SMS service providers.
- AI-Powered Automation: Leverage generative AI through SysAid Copilot to automate tasks such as categorizing, prioritizing, and assigning tickets, enhancing the overall service delivery experience.
Project and Task Management
- Tasks & Projects: Create projects, schedule and assign tasks to project participants, and track project progress through charts and dependency links.
Multi-Company and Multi-Location Support
- Multi-Company Support: Provide effective and organized support to multiple companies, business units, clients, and locations.
SysAid is designed to be highly customizable and scalable, allowing organizations to tailor the service desk to their specific needs, including views, templates, forms, and dashboards. This flexibility, combined with its extensive feature set, makes SysAid a powerful tool for optimizing IT efficiency and enhancing service delivery.