There are 3 editions of SysAid:Comparison Matrix
Please see our for a complete explanation of the differences between editions.
There are two delivery platforms available for SysAid:
Completely. Both delivery platforms offer you the same rich set of features.
An administrator manages the service record flow. He can be assigned to a service record and configure the system.
An end user is somebody who is registered as the request user on a service record and as the user of an asset.
If an end user is a supervisor, it allows them to view the service records of all supervised end users from the End-User Portal.
There are two types of Supervisors:
Company Supervisor (Full/Enterprise Edition only): This end user can view service records submitted by all end users in his/her company.
Department Supervisor: This end user can view service records submitted by all end users in his/her department.
Any network or SNMP device. This includes: workstations, servers, printers, mobile devices, routers, or any IT device that you would like to record in SysAid for inventory and monitoring purposes.
The price of SysAid is calculated based upon:
SysAid includes unlimited end users.
Please contact SysAid Sales for a full quote.
Definitely. For In-House users, after you purchase SysAid, you'll receive a new activation key. You simply replace the trial activation key in your SysAid with the new one, and you keep everything! For Cloud users, the data is automatically saved.
SysAid is offered as an annual subscription and includes full support and software updates.
Adding administrators, assets, and modules is as simple as adding a new license key, and you can do so at any time.
Setting up SysAid is an extremely simple and intuitive process. From installation to email and LDAP integration to configuring the help desk to importing your assets—you will be hard pressed to find another software with SysAid's capabilities that is as easy and as quick to implement.
SysAid is available in a large number of different languages. Click here for the complete list.
Not only can SysAid grow with your organization, SysAid can help your organization grow.
Furthermore, we at SysAid are always developing new features and modules to meet our customers' changing needs. Therefore, if there's a feature that you need it and it doesn't yet exist within SysAid, there's a good chance we're already developing it.
There are two ways to test SysAid before purchasing it:
Furthermore, we offer weekly, live demonstrations of SysAid. Sign up here.
Cloud users are upgraded several times a year with any new release that comes out. In-House users are upgraded for major releases only (our aim is to release two major SysAid releases each year). Every release includes many new features and bug fixes designed to meet your ever changing needs.
As long as you have an active subscription, you receive for free all updates to SysAid for all modules you've purchased.
SysAid Free Edition contains 2 administrator licenses, 100 end user licenses, and 100 asset licenses. If you need more than this, you simply move to a paid edition, either the Basic, Full , or Enterprise Edition, and you can then add as many licenses as you need.
When you receive a quote from SysAid, it contains a link to place your order. If the quote is correct, click on the link to order. If your quote needs to be adjusted, please contact your SysAid sales representative, and you will be sent a new quote with a new order link.
User roles are controlled by permissions. In this way, you can control exactly what each administrator has access to, giving you complete control.
While the help desk and asset management modules are closely integrated, you can still use either one without the other. However, you will lose many advantages of having an integrated system, such as the ability to see full service history for an asset and the ability to see full asset details directly from a service record. You will also miss out on additional benefits of asset management, such as monitoring, remote control, initiating chat with end users, broadcasting messages to end users, and more.
Absolutely. You can easily set up SysAid to convert incoming emails from specific email accounts, and you can define categories and automatically route service records accordingly.
There are three ways to import users into SysAid:
You can also create users manually.
End users can submit service records by email or through the End-User Portal. Once you've installed the SysAid Agent, end users have easy access to the End-User Portal by hitting the SysAid F11 hotkey. The hotkey automatically opens a service record with an attached screenshot of whatever they are viewing, and also attaches full information about the asset they are submitting from.
Administrators can also create service records for end users.
Yes. SysAid comes with a wide selection of prewritten reports. There are reports for:
The Manager Dashboard module allows you to easily create reports using the built-in report wizard. Furthermore, the Manager Dashboard module also allows you to customize all reports that come with SysAid.
Yes. The help desk and asset management modules are very closely integrated. Your end users can easily attach their assets to their service records, your administrators can easily see a complete service history for each asset, and much, much more.
You can use SysAid Asset Management without deploying an agent. This includes importing all of your Windows based computers using WMI scanning and importing your SNMP devices using SNMP scanning. In addition, SysAid does include an Agent which you can deploy to your computers for enhanced functionality. The SysAid Agent enables remote control and monitoring, and will give you full hardware and software details for each of your computers, servers, and workstations. It also allows you to initiate chats with end users, send broadcast messages, see which users are online on your network, and more.
SysAid has an automatic discovery service, and assets can be imported in the following ways:
Additionally, any asset can be created manually.
Absolutely. When you deploy the SysAid Agent, you simply specify a different hotkey.
No. You will not see any noticeable performance differences after the SysAid Agent is installed. The SysAid Agent is lightweight and uses minimum system resources.
Any device of any sort can be tracked using SysAid Asset Management. However, for non-computer and non-SNMP devices, you are better served by using the SysAid CMDB. The CMDB allows you to create as many item types as you like, and you have 250 customizable fields to record any information you need about each of your items.
SysAid's Patch Management solution integrates state-of-the-art OEM Patch Management technology to the SysAid environment.
Patch Management resources are available through an OEM cloud service over the internet. To optimize Patch Management related communications and bandwidth consumption, communication between the SysAid agent and the OEM cloud is carried out through RDS nodes. The SysAid agent collects the OEM agent's Patch scan results and transfers them to the SysAid server through the RDS. The SysAid server analyzes the results and reacts according to the behavior you define.
SysAid Patch Management allows you to manage patches for a constantly growing list of products. As of December 2013 this list includes the following products:
For the most recent list, please contact your sales representative.
SysAid can deploy patches on any computer (server, workstation, or laptop) that is running Microsoft Windows.
Yes. The SysAid Patch Management service operates on an annual subscription licensing model. This means that you must have a valid license subscription to retain Patch Management capabilities, and you can designate the quantity of assets covered by your Patch Management license based on your specific needs. Patch Management functionality is only available for assets that have active asset licenses.
Example: Let's say you are using SysAid to manage 1,000 assets, and 600 of them are qualified for Patch Management. If you purchase a Patch Management license for 400 assets, you can select which assets to enable for Patch Management functionality.
Yes. SysAid provides you full control over all the patches relevant to your system, allowing you to manually approve or deny patches, deploy approved patches on your assets, and review the status of the patches for your various assets.
As an administrator, you can approach the patch management process from the perspective of the patch or the asset. The patch perspective involves applying a specific patch on multiple assets and observing the behavior of the patch. Alternatively, the asset perspective entails focusing on a single asset or asset group and determining which patches are missing. SysAid Patch Management accommodates both of these approaches and ensures that you can access the relevant data regardless of your preferred perspective.
Yes. You can manage patches automatically, by creating Patch Management policies and assigning them to your assets. SysAid also allows you to setup behavior in which new assets are automatically assigned to specific policies based on criteria you define (such as the computer type, its OS, ip address, etc.). You can create as many policies as you need, and an asset can only be attached to one policy at a time.
Patch Management policies primarily function to:
Yes. SysAid provides the added value of a fully integrated service desk and patch management solution that allows you to manage the Patch Management approval process with a standardized, guided, and traceable method. You can follow the Change Management process to approve certain patches for certain assets, and SysAid Patch Management provides a predefined, out-of-the-box Change SR template that conforms to ITIL Patch Management best practices. Change Management is available for both manual approval and automatic approval within Patch Management policies.
Yes. We recommend that the RDS, the SysAid server, and the SysAid agents all have internet access. Minimally, the RDS and the SysAid server require internet access for Patch Management to function.
Yes. For cloud customers to begin using Patch Management, they need only subscribe to a Patch Management license. For more information, please contact your account manager or sales representative.
For more information on SysAid Patch Management, please consult the Patch Management Guide.
The following modules are included in all SysAid editions:
The following modules are optional add-ons in the Basic, Full, and Enterprise Editions of SysAid:
The following modules are included in the Full and Enterprise Editions of SysAid:
The Basic Edition Trial includes all optional Basic Edition modules. The Full Edition Trial includes all modules. When your trial period is over, you keep all the modules you've ordered.
The SysAid Tasks & Projects module was designed specifically to give your IT staff a project planning environment. For this reason, only administrators have access to Tasks & Projects.
Yes. Any end user can participate in SysAid Change Management from the End-User Portal.
Yes. SysAid supports LDAP integration, both for importing users and user groups and for authentication. SysAid supports Microsoft Active Directory, Novell eDirectory, and OpenLDAP. Both Cloud and In-House support LDAP integration.
Yes. Once you've integrated SysAid with Active Directory, you can then enable single sign-on for authentication. As soon as users log into their computers, they are automatically logged into SysAid!
SysAid comes bundled with MS SQL 2008 R2 Express database. Alternatively, you can connect SysAid to an external database - either MySQL, MS SQL, or Oracle.
Yes. Exact integration details vary by database type. See the SysAid Installation Guide for more information.
Yes. SysAid offers free mobile applications for iPhone, Blackberry, Android, and Windows Phone 7.
Yes. Your phone system can identify a caller and open a service record on the computer of the administrator who answers the call.
Yes. You can configure SysAid to work in SSL mode. This is true for both the In-House and Cloud delivery platforms.
SysAid Full and Enterprise Editions have an API that gives you full access to each of the main entities in SysAid. You can create, modify, and delete entities. The API also allows you to send emails, and gives you several additional functions.
You can easily integrate SysAid with your internal website (intranet). You do this by embedding the End-User Portal into the website using an iFrame. SysAid Full and Enterprise Editions also allow you to design your own custom web forms for service record submission.
SysAid support is available through multiple channels:
Please see our support page for further details and for operating times.
Please see our support page for our full operating schedule.
You can see full system requirements for SysAid here.
SysAid offers three types of training:
Yes. This is something we can do for you as a special project. For more information, please contact support at email@example.com.
We love getting help making SysAid better! In any given release of SysAid, a very high percentage of new features are taken directly from customer suggestions. The place to submit your feature requests is the SysAid Feature Request Forum, which may be found in our Community. You may also contact us directly at firstname.lastname@example.org.
We offer 100% uptime for our Cloud installations, and backups are created nightly and stored in multiple physical locations. Full details are included in the Cloud license agreement.
Of course not! As long as you have an active subscription, we will provide you with all the support that you need for normal SysAid operations and procedures.
Yes. The contents of almost every page in SysAid can be customized to suit your needs, and you can even replace the SysAid logo with your own. Furthermore, the SysAid End-User Portal supports additional customization, so you can configure it to look exactly the way you want it to.