Berkshire Hathaway's Clayton Homes Selects SysAid's ITIL Package to Manage and Transform its IT Environment The Warren Buffet Portfolio Company Has Successfully Integrated ITIL and is Moving All of its Change Management Processes to SysAid
Tel Aviv, Israel – October 13, 2009 – SysAid Technologies Ltd., a leading global provider of help desk software solutions and Customer Service Support (CSS) software, announced today that Clayton Homes, a multiple award-winning home manufacturing company based in the U.S. and a Berkshire-Hathaway portfolio company, has implemented its ITIL Package to maximize IT efficiency and performance.
Running a ratio of 373 end-users to one technician, the Clayton Homes support team faces challenging IT situations on a daily basis, which they solve using SysAid’s ITIL model.
“We have absolutely benefited from the SysAid ITIL Package as it has greatly enhanced our capabilities when it comes to change notifications and tracking issues,” said Brian Martin, Network Engineer for Clayton Homes. “Before the ITIL package, we had no standards for Change Management and had no real way to track changes to make sure all went smoothly.”
Clayton Homes, acquired by Warren Buffett and Berkshire-Hathaway in 2003, is a leader of manufactured housing and modular homes in the United States. Since 1934, the company has built more than 1.5 million homes and received multiple awards for design and construction.
SysAid’s ITIL Package offers Clayton Homes an extensive range of management solutions for Incident Management, CMDB, Change Management and Problem Management and is designed to transform the way incidents and problems are managed within IT environments. SysAid’s ITIL Package enables IT professionals to handle IT problems, track IT elements, predict future impacts and implement successful organizational changes with SysAid’s trademark simplicity.
Clayton Homes is currently in the process of inputting its network information into the Change Management database. Once this occurs they plan to move all of their change management processes to SysAid.
“We are very pleased that Clayton Homes has selected our integrated ITIL management solution and that they have already expressed great satisfaction with some of the key elements the platform offers,” said Israel Lifshitz, founder and CEO of SysAid. “SysAid is committed to providing industry professionals with proven ITIL best practices, and tools for better management. SysAid was built on ITIL methodology, making use of best-practices. We will keep simplifying cutting-edge IT tools, making them even more accessible, to enable companies of all sizes enjoy industry standards.”
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About SysAid
Known throughout the industry for its simplicity, feature-richness, and ease of implementation, SysAid Technologies Ltd. prides itself on its ability to simplify the challenges that customer service and support professionals face everyday, while ensuring uncompromising performance at affordable prices. The Israel-headquartered company enables organizations of all sizes to use and enjoy its packaged software solutions, allowing customer service and support professionals to manage tasks with ease and efficiency. Since its founding in 2002 by Israel Lifshitz, the company has implemented its software in more than 55,000 organizations in 120 countries, spanning all industries and company sizes, from small start-ups to leading non-profits to Fortune 500 corporations, customizing its products to fit each customer’s needs. The SysAid online community provides a place for IT professionals to discuss general IT issues, interact and share their knowledge.
Things here at SysAid are gearing up as we put the finishing touches on the Beta version of our newest release, SysAid 6.5. As we fine-tune many of its new features, I'm struck by the fact that so much of SysAid 6.5 reflects the feedback of SysAiders worldwide. Your input inspires many of our developments, so in SysAid 6.5, you may just recognize your own ideas in SysAid's new capabilities.
For a small taste of what's to come on October 19, we're happy to provide you with a screenshot sneak preview of SysAid 6.5 as well as the SysAid 6.5 Presentation. We've developed almost 90 new features, including two brand new modules. With innovative tools and functionalities offered by no other software, SysAid 6.5 is truly unique!
Starting October 19, you also have the opportunity to try SysAid Beta 6.5 for yourself. With the SysAid Pathfinder Program, you can see every new release first and give us the feedback that helps us make SysAid even better. SysAid Pathfinders form a unique group of tech innovators that help forge the future course of SysAid - and have a pretty good time as they do it. Read this month's Pathfinder story on veteran SysAider Jonathan Purvis to see why being a Pathfinder is worth your while.
I would also like to remind you that in November, we are offering our next course of the SysAid Certification Program. Featuring techniques and methods to maximize your use of SysAid, the November course is also your chance to explore SysAid 6.5 in depth. We're currently offering a special early bird price for the November course, but don't wait to register - the promotion ends on October 12!
One of the IT department's greatest responsibilities is providing high levels of availability. After all, users expect their systems to be ready and working at all times, and any downtime is generally met less than enthusiastically. While it is often possible to plan downtime and minimize business impacts, even the best of IT departments experiences power outages, system failures, or severed network connections. Luckily, you can measure availability and prevent the expected with the SysAid Monitoring Module's powerful monitoring capabilities! So what's your goal?
SysAid Surpasses 55,000 Customers Users Love Simplicity and Cost-Effectiveness of SysAid Solutions
Or Yehuda, Israel – September 23, 2009 – SysAid Technologies Ltd., (www.sysaid.com), a leading global provider of help desk software solutions and Customer Service Support (CSS) software,, announced today that its flagship product, SysAid IT, is now deployed in more than 55,000 organizations worldwide. This marks a 22% percent increase from 45,000 customers a year ago.
“SysAid’s rapid growth underscores our market’s enthusiasm about our easy -to-use, yet highly robust and affordable solutions that suit equally well 10-person and 10,000-person organizations,” said Israel Lifshitz, founder and CEO of SysAid. “Much of our success is derived from actively listening to our valued customers, adapting our platforms according to their needs and consistently introducing new enhancements.”
The success of SysAid results from its ability to simplify the dynamic challenges that customer service and support professionals face every day. In addition, it is one of the most cost-effective solutions in the market, with a comprehensive version available free of charge to companies with fewer than 100 users and to larger organizations at a fraction of the cost of other solutions.
The SysAid IT helpdesk enables IT professionals to manage their infrastructure with greater ease and efficiency, while the SysAid CSS customer service software is designed to better manage an effective service desk, providing key tools to increase customer satisfaction and improve the bottom line. SysAid IT is available via a hosted On-demand service (SaaS) which eliminates the need to download software or purchase hardware, and can be live within minutes. Additionally, true to the Cloud Computing concept, the SysAid On-Demand solution eliminates the burden of backup, maintenance and edition upgrades.
“Simplicity for the user is our main guideline and we therefore are constantly innovating to keep our technology advanced and our solution rapid and efficient,” said Lifshitz. “We look forward to continue enhancing our platforms through the development of new practical tools that will further simplify the IT management process.”
SysAid users span all industries and company sizes, from small start-ups and non-profits to leading organizations and Fortune 500 corporations. Customers include Coca-Cola, McDonald’s, LG, Johnson & Johnson, Cisco Systems, Novartis, DKNY, Sony, Planet Hollywood, L’Oreal, Xerox, Columbia University, NASA, Lockheed Martin, as well as thousands of small and medium businesses.
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About SysAid Known throughout the industry for its simplicity, feature-richness, and ease of deployment, SysAid Technologies Ltd. prides itself on its ability to simplify the challenges that customer service and support professionals face everyday, while ensuring uncompromising performance at affordable prices. The Israel-headquartered company enables organizations of all sizes to use and enjoy its packaged software solutions, allowing customer service and support professionals to manage tasks with ease and efficiency. Since its founding in 2002 by Israel Lifshitz, the company has deployed its software at more than 55,000 organizations in 120 countries, spanning all industries and company sizes, from small start-ups to leading non-profits to Fortune 500 corporations, customizing its products to fit each customer’s needs. The SysAid online community provides a place for IT professionals to discuss general IT issues, interact and share their knowledge. For more information about SysAid Technologies, please visit www.sysaid.com.
Brian Martin may consider himself a laidback person, but when it comes to working in IT at Clayton Homes, he upholds standards that are anything but relaxed. Brian has initiated the successful implementation of ITIL best practices with SysAid throughout Clayton Homes, and has since established himself as the "go-to" administrator for all things ITIL.
Brian Martin
Network Engineer
Clayton Homes, USA
Vision for Change - and better Change Management Clayton Homes is the leader of manufactured housing and modular homes in the United States. With 70 plus administrators logging in to SysAid daily, the Clayton Homes support team tracks over 5,000 assets and keep historical records for more than 5,000 end-users. Running a ratio of 375 end-users to 1 technician, the Clayton Homes support team faces challenging IT situations on a daily basis. As Brian explains, "Every day brings new challenges, and we used to find ourselves predominantly in reactive mode."
One particular goal has been finding the best change management solution. "Before the ITIL package, we had no standards for Change Management," Brian explains. "We would have emails flying to many distribution lists that eventually got buried in other email. We had no real way to track changes to make sure all went smoothly."
Brian knew that there had to be a better way to implement effective change management. The solution? SysAid ITIL.
If you've already done a bit of your own ITIL research, chances are you've stumbled upon volumes of text in online libraries that give lengthy, theoretical explanations of ITIL best practice philosophy. While the intellectual rationale behind ITIL is indeed interesting and valuable, these conceptual discussions often ignore the bottom line: what does ITIL mean for you on a day-to-day basis? How do you get started? What's in it for you?
This September, our goal is to provide you with the information you need to better understand ITIL best practices and begin implementing them in your organization. To show you what ITIL is all about, we are happy to present you with a new video of Joe the IT Guy's latest adventures.
You may remember Joe from the Introduction Video to SysAid, the first movie of a series that features our animated hero. In the SysAid ITIL Change Management Video, we show you how the SysAid ITIL Package can reduce stress, prevent common problems, and ensure effective IT management. Watch the video to see how SysAid ITIL helps Joe save the day - again!
For a comprehensive overview of SysAid's ITIL Package, we've also prepared the SysAid ITIL Quick Guide. Learn more about ITIL best practices and find out how you can use SysAid to better manage IT incidents and problems. Step-by-step screenshots will show you how to track the connections between your network items and successfully implement organizational change.
As part of our ongoing Flash Tutorial Series, we are happy to present you with our latest tutorial: Working with the CMDB. Learn how to define your assets as Configuration Items, map the relationships between them, and predict how changes can impact your business.
When your organization follows a standardized set of processes, you can improve service quality, reduce costs, and ensure that your IT activities contribute to the overall success of your organization.
To get started with SysAid's ITIL Package in your organization, check out September's Newsletter. ITIL's that simple!
These days, there’s one thing that might be more fashionable than your new iPhone: the Green Movement. People all over the world are jumping on the eco-friendly bandwagon in an effort to keep our planet healthy. For some, this means eating organic fruit; for others it means driving a hybrid car. There is now more pressure than ever for organizations to conserve resources and reduce the amount of paper used around the office. What do you think about it?
We are happy to annnounce the release of SysAid CSS 1.5, a new release specially designed to enhance the quality of your customer service. No need to download or install a thing - your web-based CSS system has already been automatically upgraded. And of course, it's totally free!
SysAid CSS includes over 60 features and bug fixes to enhance the capabilities and functionalities of your service desk. Among other tools and featuers, SysAid CSS 1.5 allows you to:
• Design your own service request print layouts
• Use standardized and customized layout on excel items
• Utilize new and improved Gantt chart displays
Read the SysAid CSS 1.5 Release Notes for a comprehensive overview of Sysaid CSS's new features and capabilities.
Providing good customer service is paramount to the success of every company. With SysAid CSS 1.5, push your service desk to a truly superior level of performance.
For many IT departments, this scenario is probably familiar: SysAid has been successfully implemented in your organization and its configurations carefully set.
As you prepare for a more organized and standardized process of handling service requests, the phone rings - the Internet isn't working in Human Resources. A coworker then grabs your arm in the hallway and describes the error codes that inexplicably pop up on his screen.
When your end-users submit service requests with SysAid, you can solve their problems faster and more efficiently because SysAid helps you prioritize, organize, and quickly follow-up. The real challenge is: how do you get your end-users to use SysAid and appreciate its benefits?
This August, let's channel our creative juices towards an exciting development that's gaining momentum with SysAiders around the world - The SysAid Internal Campaign.
What is the SysAid Internal Campaign? It's a simple yet powerful promotion to raise awareness about SysAid in your organization. When end-users understand the value of SysAid, their enthusiasm about the results will push them to use SysAid again in the future. For you, this means reduced workload and increased appreciation of your IT department's activities.
To kick off your own campaign, check out August's Special Edition Newsletter. With tips, ideas, and insights, we've done the work for you. Now's the time for you to see the results your IT department deserves!
In the spirit of the SysAid Internal Campaign, this month's poll focuses on an issue vital to the health of every IT department:
How, exactly, are your end-users reporting their technical issues?
Are they calling your work line or your cell phone? Are you receiving text messages via SMS? Do your coworkers grab you at your lunch break and tell you about their computer malfunctionings right then and there?
We know, of course, that in order for an IT department to function most effectively and efficiently, it's important to get end-users on board and enthusiastic about using SysAid in their day-to-day routine. The goal of the Internal Campaign is to motivate your end-users to submit their service requests through SysAid. One important option for end-users, of course, is the End-User Portal.
Now's the time to assess and quantify your end-users' activities and maybe take a few tips from this month's SysAid Special Edition Newsletter, too! Take our poll and share your experiences with others. If you have any ideas about how to increase the usage of SysAid among your end-users, feel free to share those ideas with others!
For August's SysAid Special Edition Newsletter, we designed a new format in the spirit of change. By email, you've received a postcard-style layout with links that direct you to the newsletter on the SysAid website. Is this something you'd like to see again in the future?
At a local basketball game recently, a mutual friend inquired about my profession. When I said that I work at Ilient, I was greeted by a blank look in return. I added, "IT and Customer Service Help Desk Software," to which our friend rather helpfully replied, "Oh, like SysAid?"
I had to explain my laughter. It was a telling response indeed.
Over the years, our flagship product has grown so much that the SysAid brand has come into a life of its own in the minds of many of our customers. We now believe that the time has come to officially merge the SysAid product, brand and company into a unified whole, as we step up to the next level to greet the future of SysAid.
It is with great pleasure that I announce the new company name to replace Ilient Ltd., SysAid Technologies Ltd. The change reflects the evolution of SysAid, from our past as Ilient, to the strong foundations of SysAid today, and beyond, towards our broader vision for SysAid Technologies in the future.
I'd like to welcome you to this landmark event in SysAid's history, and the launch of our new SysAid Technologies website.
We are also excited to continue our SysAid Flash Tutorial Series, a program that began last month to great success. These visual demonstrations show you how to accomplish important tasks through easy, user-friendly steps. These tutorials are part of our ongoing effort to make SysAid as practical and intuitive as possible, so stay tuned to simplify the SysAid learning experience.
Finally, we are pleased to announce the release of SysAid 6.0.9, a minor release which resolves over 70 bugs that were discovered in the release of SysAid 6.0. This is a recommended upgrade that will enhance the functionality of SysAid 6.0. As always, we are happy to receive your feedback.
Our future newsletters will be emailed from our new SysAid address, so make sure that your spam filter allows you to receive messages from the new domain. That way you can keep up with exciting SysAid news in the months to come.
Feel free to tell us what you think, and share your ratings.
Do you have a better one? Click here to check out our Monthly IT Joke Contest, and share any funny written jokes, comic strips, or short video clips that give you a chuckle.
SysAid Technologies Ltd.
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