The SysAid Newsletter - Self Service In-Depth

Dear SysAiders,

IT professionals worldwide deal with the constant requirement to be efficient, service oriented, and solve incidents in no time.
That's why we decided to shed some light on the SysAid Self-Service capabilities, an increasingly popular feature which allows you to improve your service simply by guiding your end users to help themselves!

Instead of automatically asking you for help, the end users can search the FAQ for the relevant answers, track and follow up on their submitted SRs and also update them with new information, notes and attachments via the SysAid End User Portal.

You, on the other hand, will be able to dedicate your time only to the issues end users cannot solve by themselves, respond more quickly and improve your service quality. It's as good as it sounds and just as simple.

Another exciting new initiative is the SysAid Certification Program.
Designed with SysAiders in mind, this program addresses a need to fully maximize the SysAid benefits. There are only a few more places left, so if you want to get more out of your SysAid, sign up.

More in this issue:  Sarah's tip, the last chapter in the CMDB trilogy , and of course the IT Joke, just to put a smile on your face.

Israel Lifshitz,

A spotlight on SysAid Self Service Feature

SysAid allows you to create a self service screen for end users. This lets end users find solutions to common problems themselves, sparing administrators from answering recurring questions. End users can view the self service FAQ only via the End User Portal.

Furthermore, SysAid allows you to turn any service request into an FAQ, thus saving time and effort!

SysAid Self Service has many advantages:

  • Allows end users to search solutions by themselves, which saves your precious time.
  • Automatically turns any service request into a new FAQ, saving the effort of composing the FAQ list.
  • Enables to keep in a knowledgebase all service requests and their solutions, for further guidance, if needed.

Transforming a Service Request into an FAQ

A Tip from Sarah Lahav, the Head of SysAid Customer Service and Support Team

We all know too well the service requests that simply repeat themselves: every now and again almost all your end users seem to encounter the very same problem, and each of them seeks your help, individually. Answering each end user individually is a crazy and unnecessary work. SysAid saves your time: after reading this tip, you will only have to answer the recurring question once!
Here is how to do this:

1. First, you need to enable self-service for your users. This is a useful thing to do in any case.  Go to Preferences -> End User Portal, and check the box ‘Enable Self Service (FAQ)’.
2. Now, go to Help Desk, and click the row entry of a SR you wish to turn into a FAQ.
3. Under the General Details tab you will see an Action called Add to Knowledgebase. Click it.
4. You will be asked to approve the action. Click Yes.
5. A popup screen will open, allowing you to edit the text of the service request and to adjust it as a new FAQ.
6. Choose the radio button ‘Add to End Users’ Self Service.

And that’s all it takes! Now your users can see this service request as an FAQ in their self service.

ITIL Best Practice Tip

How can the new SysAid CMDB help you?

This is the last chapter in a series we have presented you in the last months' issues, about CMDB (Configuration Management Database). If you wish to learn what CMDB is all about, and what the advantages of CMDB are, please take a look at the previous issues of the SysAid Newsletter.

The upcoming SysAid version 5.5 will include the most anticipated SysAid CMDB module.
In SysAid Full Edition, the CMDB module can hold an unlimited number of CIs (Configuration Items) of all types: system items, service items, physical items, conceptual items, etc. For each CI SysAid allows more than 250 customizable fields - to fit your exact needs.You can even set different views for each CI type. For Instance, SysAid allows you to see only the relevant fields for ‘system item’ CIs, while for  ‘physical items’ you can see a whole different set of fields.

The SysAid CMDB maintains a comprehensive list of all types of relationships between your CIs, and helps you predict the influence of changes in your network on future developments and business impacts. Therefore, using the SysAid CMDB may significantly lower your expenses.
For instance, let's say you decide to upgrade the memory on one of your servers. Such upgrade will probably put this server down for a short while. The SysAid CMDB can show you in advance that putting this server down might influence your sales application, which uses the database on this server. Now you will be able to prevent this, by saving your database on another server while you upgrade the memory on that particular server.

SysAid CMDB shows your CIs information in various instances. You can see information about your CIs directly, or via other CIs which are related to them. To use the example above, if you check your server on the SysAid CMDB, you will be able to see all the assets, catalog items and software programs that are related to it- including your sales application- and thus follow the best procedure in upgrading its memory.

Any problem on a specific CI can now be easily detected with the CMDB, and thus any future interference on higher levels- such as business impact- can be prevented. Similarly, malfunctions on a specific CI can be easily tracked back to CIs on the lower levels, and fixed with maximum efficiency.

In addition, SysAid CMDB includes an automatic import of assets, software products and catalog items - SysAid performs a fast and simple deployment into your CMDB.

We expect the SysAid CMDB, which will be included in the upcoming version 5.5, will be of a great assistance to you with your daily work.

Joke- The IT Engineer and the Manager

A man is flying in a hot air balloon and realizes he is lost. He reduces height and spots a man down below.
He lowers the balloon further and shouts, "Excuse me, can you tell me where I am?"
The man below says, "Yes, you're in a hot air balloon, hovering 30 feet above this field. "
"You must be in IT", says the balloonist.
"I am", replies the man. "How did you know?"
"Well", says the balloonist, "everything you have told me is technically correct, but it's of no use to anyone."
The man below says, "You must be in management."
"I am", replies the balloonist, "but how did you know?"
"Well", says the man, "you don't know where you are, or where you're going, but you expect me to be able to help.
You're in the same position you were before we met, but now it's my fault."