> SysAid Enterprise Edition

Managing Your IT Service Desk Just Got Simpler

SysAid Enterprise Edition

SysAid Enterprise Edition offers an affordable service desk management solution that’s specially designed to meet a broad range of organizational requirements. Whether you need to manage a single IT department or an entire service desk infrastructure, Enterprise Edition helps you manage and automate your IT processes even in the most challenging of IT environments.

Because supporting mission-critical services is essential to your success, you need an IT service desk management solution that will help your organization benefit from industry best practices. SysAid Enterprise Edition does just that, with its winning combination of feature-rich functionality, including top-level customization and scalability capabilities, and ease-of-use experience. With SysAid Enterprise Edition, meet all of your IT demands, now and in the future.

Enterprise Edition – Is It For You?

SysAid Enterprise Edition is ideal for businesses that have:

Comprehensive business structures
Multiple sites
Multiple business units
Large number of assets and end users
Challenging IT processes

It is also ideal for:

Large corporations
Parent companies that manage subsidiaries
IT service providers
Companies that need a comprehensive, highly scalable solution

How Can Enterprise Edition Help You?

Provides comprehensive, end-to-end IT services for your entire organization
Automates handling of service calls to reduce response time
Manages and monitors the full life-cycle of your network elements
Coordinates and controls all changes in your environment
Proactively manages problems to prevent recurring incidents
Constantly improves your service quality and performance with SLA management
Integrates SysAid with your existing applications to manage cross-platform processes
Tailors SysAid to suit your specific IT needs with advanced customization
Automates and controls even the most challenging of IT processes

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Core Modules

Help Desk

Automate the handling of service requests to work faster and more efficiently. You can rely on automatic routing rules, escalation, and priorities to ensure that every service request receives proper attention, and a customizable notification system keeps you and your end users informed about resolution status. Get the help desk tools you need to provide high-quality support and ensure end-user satisfaction.

End-User Web Portal

Make submitting service requests as easy as possible for your end users! Via a hot-key command, end users log in to the intuitive web portal and submit service requests with screenshots attached automatically.The End-User Web Portal can be easily integrated into your website.

Knowledge Base

Both end users and administrators can find solutions in a database of common service requests and their resolutions. This time-saving knowledge base helps end users independently resolve their own issues and allows administrators to handle and close service requests as quickly as possible.

Asset Management

Track your hardware and software to maintain a detailed and up-to-date inventory. All networked hardware and software in your IT environment is automatically detected, and detailed notifications keep you informed about the status of your inventory at all times. All changes are logged in a detailed history for later reference.

Mobile Device Management (MDM)

Manage and secure your mobile device assets with SysAid MDM! SysAid MDM is integrated into your Asset Management, so you can keep all mobile devices as assets in one place with other assets. Enroll any Android or iOS mobile device.

Remote Control

Remote machine access from anywhere, with zero configurations, from within a service request, asset, or chat conversation. All sessions are performed via a secure web connection. Use the firewall-friendly SysAid RCG (Remote Control Gateway) to remote control, or choose to connect via the peer-to-peer method.

My Desktop

Provide end users access to their desktop computers from any device with an Internet or Intranet connection, including from all mobile devices. Improve efficiency with this simple, convenient, fully auditable, and secure remote access solution.

Reports & Analysis

Pull detailed reports about all hardware and software components, events, and changes. Get the information you need to analyze your inventory and performance data from over 50 predefined reports. Identify bottlenecks, get detailed analysis, and make informed decisions to help you boost your system performance.

IT Performance Benchmark

SysAid offers the IT industry’s first ever performance benchmark tool! Measure your IT performance on a monthly and yearly basis and compare your results with thousands of other IT departments worldwide.

Online Chat

Communicate with your end users through a live online chat tool that’s specially designed for your IT environment. It’s fully integrated with SysAid’s other modules so you can perform remote control sessions, view the end user’s entire service history, and create new service requests from within the online chat conversation. All conversations are logged within the end user’s service history.

Calendar & Scheduling

Stay on top of all of your IT assignments, dates, and deadlines in one place. Calendar & Scheduling is integrated with the rest of SysAid so information you add to the Help Desk or Asset Management modules is automatically added to your calendar, too. Furthermore, you can automatically synchronize your calendar with Microsoft Exchange to view your scheduling in Outlook!

Mobile Application

Manage your help desk and assets anywhere, anytime! SysAid Help Desk App is a mobile application for your iPhone, BlackBerry, Android, and Windows Phone 7 that allows you to respond to service requests and manage your assets from your mobile devices.

Enterprise Functionalities

ITIL Change Management

Take full control over all planned change activities. Ensure that all changes in your IT environment move through a chain-of-approval process, and perform risk assessments to verify that all changes have minimal business impact. Define permission-based processes to ensure that only authorized users can access change details. Your end users (such as your CEO or CFO) can be involved in the change management processes with easy access from the End-User Web Portal. Built-in templates help you get started right away and all forms and processes are completely customizable to suit any change management scenario.

ITIL Problem Management

Proactively identify and track root problems to prevent future incidents – no more firefighting incidents as they arise. Group service requests into wider problem themes to assist in troubleshooting, and access a detailed log of all problems and changes. Create your own templates to suit any scenario, and build a knowledge base of known errors and work-around methods to leverage the knowledge you’ve gained.

ITIL CMDB

Visualize the detailed interconnections between your network elements to predict the impact of any change in your environment. Store and track an unlimited number of Configuration Items (CIs) – systems, services, logical objects, physical objects, and other entities. Automatically import assets, software products, and catalog items for seamless implementation. More than 250 fields help you customize the CIs to fit your exact configuration management needs.

Request Fulfillment

Create a tailor-made request process for each type of service you offer and fulfill user requests quickly. Easily approve requests as needed, or fast-track fulfillment for pre-approved requests. SysAid Request Fulfillment ensures each request you receive is handled using the proper processes and workflows, and that end users receive the top-notch service they expect.

SLA Management

Create Service Level Agreements (SLAs) to measure the quality and speed of service that your IT team provides. Implement standards for your IT department’s availability, response time, and service quality. Analyze your ability to effectively meet your SLAs with SLA Management and make sure that your service level is always the best it can be. Visualize how your actual help desk performance measures up against your SLAs in a detailed graphical Manager Dashboard.

Advanced Customization

Customize SysAid to suit the unique demands of your organization. Create additional custom fields, add your own validation rules, create trigger events with your own codes, customize your own HTML, create your own web forms, set your own customized monitoring configurations, and more…the possibilities are endless.

Integration & API

Integrate SysAid with any of your other applications and write code that can query, update, and delete SysAid entities. By sending, receiving, and sharing data, SysAid API can automate and simplify your management of cross-platform processes and extend the functionalities of your help desk.

Multi-Company Support

Provide effective and organized support to multiple companies, business units, clients, and locations. SysAid allows you to specify multiple companies so that you can effectively track service requests, assets, and end users according to the unit they belong to. For each company, you can create specific routing rules, set different operating hours, manage separate permissions, create different categories, view detailed reports, and more.

Advanced Modules

Monitoring

Monitor the vital parameters such as CPU, disk space, and memory usage of your servers, workstations, SNMP devices, and software products. Get instant SMS, e-mail, or service request notifications when action is needed. Monitor system services and processes, incoming and outgoing data rates, SNMP traps, and more. By creating your own customized monitoring configurations, you can proactively manage your IT environment and maximize the efficiency and up-time of your systems.

Password Services

Facilitate end users to securely reset their own passwords and unlock their own accounts without intervention from IT staff, and notice how you will dramatically reduce the number of submitted service requests. Automating password management grants your IT staff the ability to focus on more challenging tasks, while also helping your end users avoid delays waiting for IT staff to respond. Enhanced security ensures you have the ultimate protection.

Manager IT Dashboard

Get a real-time graphical overview of your IT environment. Customize charts for an instant snapshot of your help desk workload, service quality, inventory, project progress, and more. Create your own scheduled reports with the intuitive report wizard to monitor your assets, work-flow, and service quality on a daily, weekly, or monthly basis.

Tasks & Projects

Stay on top of your projects and on schedule with your projects’ corresponding tasks. View your work progress in intuitive Gantt charts and organize your day-to-day operations to ensure that all tasks are completed. Create manual or automatic recurring events for repeated processes, and get customizable recurring event notifications via a service request, email, or SMS text message.

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Managing Your IT Service Desk Just Got Simpler

Enterprise Edition – Is It For You?

How Can Enterprise Edition Help You?