The SysAid Newsletter - Tip on Running Updates

Dear SysAiders,

You are probably already enjoying the recently- released  SysAid version 5.1. This version includes 35 new features, and many bug fixes. Among the new features are a new and improved knowledgebase, additional protocol for email integration (IMAP), and tighter security available in email integration (SSL). I would like to take this opportunity to thank our Pathfinders for testing the new SysAid version. You are true partners of this SysAid version and play a part in its success! Thanks to your comments we were able to constantly go the extra mile ensure your  satisfaction. More exciting improvements are planned for the near future. On February 10th, our website will be renewed, with a new,  chic and slick design in line with the new SysAid interface. Visit us soon at our new website!

Israel Lifshitz, CEO

SysAid Tip: Running Update Wizard

A Tip from Sarah Lahav,Head of Support Team

1. Go to the SysAid upgrades page on our website, and choose the upgrade which is relevant to you. Please note: you need to choose the upgrade according to the platform your SysAid is installed on (Windows/Linux) , NOT according to the database type you use.

2. The SysAid upgrade should be downloaded to the computer on which SysAid server is installed. You will not be able to upgrade SysAid by running the wizard on just any of your workstation.

3. Download the relevant upgrade. If you did not use SysAid upgrades for a long while, please make sure you are upgrading to the correct version.
For instance, if you wish to upgrade from SysAid
version 4.0.9, upgrading to the current version will be in two steps: first, you will first need to
upgrade to version 4.5.03, and only then will you be able to upgrade to the current SysAid version.

4. To download the upgrade wizard you will be asked for your username and password.

5. If your username and password are expired, please contact us to renew you SysAid Support and Upgrades account.

6. If SysAid is not installed in the default location, you need to change the location in the upgrade wizard. Insert the correct location where your SysAid is installed.

7. Please check that your customizations are not saved in the default location, which is SysAid serverrootweb-INFconfhtml, but in a different directory.

8. Note that you do not have to stop or start the service. The SysAid upgrade wizard will do this for you.

ITIL Best Practice Tip

Choosing the Most Suitable Service Desk Technology

Employing service desk technology does not mean a decrease in your responsibility. The software is only a means to improve your service quality and enhance the efficiency of your workflow.

To be able to do so, you need not only to be able to activate the software in the best way, but also to choose
the most appropriate software among the available ones. The most important elements in your help desk management tool are its adaptability to your organization, to your present and future demands, its user-friendliness and its cost-effectiveness, rather than its exciting appearance or inspiring advertisement.

Keep in mind that not all the service requests you handle actually need a live support team, and many can be solved by means of a reliable software program. When you choose a service desk tool for your organization,
you should consider the following:

1. Does it allow many ways to communicate between end users and technicians? (e.g. telephone, email, SMS messages etc.)

2. Does it offer a knowledge base feature, so both the end users and the administrators will be able to
learn from previous incidents? Is searching the knowledge base simple and user-friendly?

3. Does your IT management software include a diagnostic tool?

4. Are there sufficient network managing tools in your software?

IT Rules in Heaven

Many thanks to Andrew Piercy for this funny joke!

Jesus and Satan argue who is the better computer programmer.
Finally, they agree to hold a contest with God as the judge.
They set themselves before their computers and begin. They type furiously for several hours, lines of code streaming up the screen.
Seconds before the end of the competition, a bolt of lightning strikes, taking out the electricity.
Moments later when the power is restored, God announces that the contest is over.
He asks Satan to show what he has come up with. Satan is visibly upset, and cries,
"I have nothing! I lost it all when the power went out."
"Very well, then", says God, " let us see if Jesus fared any better".
Jesus enters a command, and the screen comes to life in vivid display, the voices of an angelic choir pour forth from the speakers.
Satan is astonished. He stutters,
"But how? I lost everything, yet Jesus' program is intact! How did he do it?"
God looked at Satan and smiled.
"Jesus saves".