“It was the best of times; it was the worst of times.” Looking back at the year in retrospect, I’d say by golly, 2019 was a fantastic year for SysAid, and here’s why!

1. Product highlights

Well, we started the year off with a bang when we unveiled the release of our new UI. Offering a cleaner, and simpler user experience reducing IT admin effort and time to resolution (MTTR).

The creation of this new UI was made possible with the collaboration of many SysAid customers from around the world, providing their personal input on the new UI design. The finished product preserves the unique customizability that sets SysAid apart from other platforms while minimizing the need to click or scroll while working on incidents. As our CEO Sarah Lahav put it, “We want customers to resolve tickets in minimum time. So, we aimed for a UI that is smart, beautiful, and simple”.

In addition, we also revealed the extraordinary Automate Joe, the very first ITSM offering that orchestrates and automates service delivery across the business, application, and infrastructure layers at the push of a button. The idea here is to free service desk agents from manual tasks, such as employee onboarding and provisioning virtual machines. Automate Joe empowers your organization to improve productivity, accelerate processes, and slash ticket resolution times. Interested in learning more? Check out my blog, SysAid’s Magical Built-In Service Orchestration Engine – this genie will really knock your socks off!

2. ’Twas a year of achievements

In an age when applications are expected to be intuitive, SysAid’s IT service management software does not disappoint. But you don’t need to hear this from me, take it from the popular peer-to-peer review site,  G2 Crowd, who awarded SysAid with Most User-Friendly Solution; FinancesOnline who awarded us with Expert’s Choice Award; FeaturedCustomers’ who gave us Market Leader for Help Desk Software; and GetApp who awarded SysAid with Category Leaders Award for ITSM Software. Not to mention the fact that we were also named in Capterra’s Top 20 and received the Gold Medal in ITSM from Info-Tech. And most exciting of all, SysAid ranked #1 in the G2 Momentum Grid® for Service Desk.

3. Best video of the year

On July 31st, we celebrated the 20th annual System Administrator Appreciation Day. This is a special international day when we give our thanks to our system administrators for all their hard work and dedication. We realize for the rest of the year sysadmins are shown very little appreciation, even though they work long hours keeping IT secure and fixing tech problems left and right. This year, we showed our appreciation with a Blockbuster hit – a modern-day Cinderella story video. If you’re feeling under-appreciated or know somebody who is, this will make you smile.

4. Biggest customer win

We were so proud that at HDI’s flagship conference, Service Management World, which took place in November in Orlando, SysAid customer Housing 21 won the award for “Best Change Management Initiative.” Their success demonstrated how they embraced enterprise service management to resolve the chaos of urgent requests. The award also recognized Housing 21’s rollout of a digital service aimed at improving elderly care.

5. Most popular Joe the IT Guy blog

When it comes to Joe the IT Guy’s blog, our devoted readers have made it clear – the most sought-out post of the year was, 10 Key Changes in ITIL 4 (and My Take on Them). No surprise that it’s about ITIL 4; seems folks just can’t get enough on that topic. For those of you who didn’t catch this blog – it’s a must-read.

To conclude, a taste of 2020

As 2019 wraps up, everyone is already in the mode for preparing for the year ahead. Planning, highlighting their top priorities, assessing what worked this year, what didn’t, and overall taking inventory. The question on everyone’s lips is, “what should I expect in the year to come?” Interested in getting ahead of 2020? Check out Sarah Lahav’s blog, 5 ITSM Trends and Predictions for 2020, which includes the topics of staff wellbeing and ITIL 4, among other important issues.

From all of us at SysAid, we wish you Happy Holidays, Happy New Year, and lots of good health, joy, and success in 2020. Here’s to another great year!