The SysAid Newsletter - Preview Screenshot of Version 5.0

Dear SysAid Users,

Soon we will release a major version of SysAid, version 5.0. This version includes the much anticipated new, easy-to-use and slick SysAid user interface.

You loved the functionality and the simplicity of SysAid but till now the interface was left a little bit behind. Now with the new interface SysAid users will enjoy a highly professional product with a highly professional look and feel.

Version 5.0 will be available as an upgrade to all SysAid users.
We plan a price change with the launch of this new version, so now is a good time to enjoy the current price while ensuring an upgrade.

For those of you who are just too curious, here is a screenshot from the new SysAid interface. On the next month the SysAid Newsletter will include more screenshots from the new interface.


Israel Lifshitz, CEO

Coming New Feature: End-user Satisfaction survey

As an IT professional you probably know already that the key for providing a successful and efficient service is to always keep in touch with your clients and learn from them what they need, how they feel about your service, and what should be improved. In fact, keeping open channels of communication with your end-users is one of the most crucial challenges you face in your daily work as an IT professional.

However, it is easy to get carried-away with everyday tasks, and forget to check the overall picture now and again. Therefore, In the new coming version of SysAid, due in November 2007 we have added a feature that can help you do just that! We have added Satisfaction Survey capabilities to SysAid, allowing administrators to issue a survey when closing a service request.

This new feature enables tracking and measuring your end-users' satisfaction with the services provided by your helpdesk. Now you will be able to run the survey once in a while, just to keep in touch with your end users, and be easily updated with everything that is going on.

There will be three new reports that you could generate in the SysAid Analyzer, regarding your end users' satisfaction-

  • Satisfacion level by Category
  • Satisfaction level by administrator
  • Satisfaction level by company

Easily Editing your Self-Service

A Tip from Sarah Lahav,  Head of Support

In the sysAid end user portal, we have enabled you, as an administrator to edit an FAQ guiding list for your end users. This is a most useful feature and I strongly recommend making a use of it: by writing the relevant questions and their answers you will be able to save more of your work than you would have expected! End users are getting more and more accustomed to looking for help on their own. It will save your end users a needless frustration from waiting in the queue until you have the time to address their service requests.

As from SysAid version 4.5.03 on, an advanced editing feature for the self-service section was added. Now you, as a SysAid administrator, can use html code to edit the FAQ list for your end users. So, now the editing of the FAQ list is a snap.

Try it out, and you will be surprised how much more effective your help desk has become. I do advise you also to publish among your end users the fact that such a written guide is available- perhaps even give a link to your self-service page to anyone who sends a service request.

ITIL Best Practice

Insuring the success of your helpdesk implementation
So, you have downloaded SysAid, played with it a little to learn what it can do for you, added your end users, and implemented this helpful tool in your organization. But things still do not run the way you have expected, end users still call you up instead of sending service requests, you are unable to track down service requests, and your work seems to be even more difficult than it used to be!
What is it that went wrong?
First, you do not have to worry. Implementing a new working method is never an overnight magic, since not only computers but also people are involved. Bear in mind that people need time to get used to changes, even when these are changes for the best.
Here are a few things you should consider, that may help you solve your temporary difficulty with implementing SysAid in your organization

1. Do all your IT technicians understand the importance of their service and are committed to it?
2. Are all your IT technicians well trained and able to fulfill their responsibilities?
3. Do the responsible IT technicians have the required authority that allows them to perform the implementation of SysAid effectively?
4. Is there a single manager who is responsible for delegating the tasks necessary  to complete the implementation project?
5. When you began implementing SysAid both end users and IT professionals may have been excited about the new tool, but now the excitement has died out. Be attentive to this shift, so you will be ready to confront it- and SysAid will become a part of everyone’s daily routine.
6. Try to make the implementation process transparent for your end users, so they can feel a part of it, rather than being left outside.
7. Maybe you focus on isolated solutions rather than taking a step back and planning an over-all procedure? Try to see the entire picture. SysAid reports are a great way to go about that.
8. Are your expectations exaggerated? Take into account that an implementation of a new working method, as efficient as it may be, cannot happen over night. Be patient, the process can take a while.

Help Desk Joke

Sent by Christopher Gory:

"From 1995-1997, I worked for a software company that developed software for the insurance industry. Through a partnership with a hardware vendor, we also supplied the hardware. For all installs, regardless of the size of the office, an installer was sent out to setup the workstations and server(s). We were dealing with a small, one user office, which was scheduled to move to Windows. The hardware was shipped out, and the installer was going out a few days later. Before the installer went out, we had a call from the client. She said that she set up the computer, but couldn’t get the pedal to work. Even after taking her shoe off, she still couldn’t get the pedal to work. 'What??? A pedal??' was our response. Turns out she thought the mouse was a pedal (like a sewing machine pedal), and had put in on the floor under the computer."

Thanks, Christopher!