SysAid – An Award-Winning Cloud IT
Service Management (ITSM) Solution

Trusted By Over 1000 SysAid Customers

Imagine a help desk, service desk, or ITSM solution that you never have to upgrade, that’s highly scalable, requires no servers, and takes up zero local resources. Welcome to SysAid Cloud!

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Scalable
SysAid Cloud is your server-free help desk, service desk, or ITSM solution. It requires zero local processing power; just log in and get to work. When the time comes, easily scale up as you grow.
 
Cost Effective
What will your IT department do with the budget you’ll save by moving to SysAid Cloud? Say goodbye to over-spending on underused hardware and the cost of maintaining it!
 
Time Saving
You’ll no longer have to locally upgrade your help desk/ITSM solution, or monitor the servers that host it, because it will be handled by SysAid. You’ll now have more time for your core IT tasks.
 
 
Ideal for organizations that need all the IT help desk and asset management essentials.
 
SysAid ITSM Edition, most popular  
 
All the ITSM and asset management essentials, including support for ITIL processes.
 
 
 
Upgrade the Basic or Full plans to include any additional features and capabilities, each priced separately, that suit your business needs.
 

Give Your IT Team a Trusted ITSM Solution

SDI Best Vendor 2014

“Best Vendor” at the 2014 SDI IT Service & Support Awards

PINK

Pink Elephant Certified

ITIL

ITIL Process Compliant, Bronze Level

 

Cloud Awards

An Award-Winning Cloud Solution

SysAid Cloud frees you from the need to install SysAid on local servers and from the ongoing maintenance, upgrades, and backups. You can instead focus on your core IT tasks.
  • SysAid Cloud offers full SysAid functionality including help desk, ITSM, asset management, monitoring, and remote control
  • Hosted in world-class, SSAE16-certified data centers in the USA, Europe, Asia Pacific, and the Middle East
  • SysAid is responsible for backups and disaster recovery

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SysAid Cloud ITSM Edition offers everything that you would expect and more from an IT help desk, service desk, or ITSM solution:
 
Incident Management
SysAid’s incident management capabilities will help you to log, process, manage, and report on the issues that adversely affect your end users, and IT and business services.
 
Request Fulfillment
SysAid’s service request management capabilities help you to better manage requests for service and to improve the service experience. You can create tailor-made request processes for each type of service you offer, giving you the ability to fulfill user requests more quickly.
 
Self-Service Portal (End-User Portal)
The SysAid Self-Service Portal lets end users submit incidents and request services, view IT announcements, chat with IT support people, consult the Knowledge Base for self-help, reset domain passwords or unlock accounts, and more.
 
Knowledge Base
SysAid Knowledge Base is a repository of tips and how-to solutions for both admins and end users. Admins can share their knowledge with peers, such as solutions to IT issues, and also provide knowledge articles for end-user self-help. The Knowledge Base is integrated within SysAid Help Desk so admins can easily find helpful articles from within a ticket or proactively suggest articles to users at first contact.
 
Live Chat
SysAid Live Chat provides administrators and end users with a real-time chat communication channel to quickly address issues or help requests as they arise.
 
Problem Management
SysAid’s problem management capabilities allow you to systemize the workflow processes, using templates that are needed for dealing with complex problems that require cooperation and collaboration across multiple teams. Problems can be linked to multiple incidents, with automated communications to affected end users upon problem resolution.
 
Change Management
SysAid’s change management capabilities will help you to better control and to manage change requests and the change itself. You can use SysAid's pre-configured ITIL best-practice templates as well as creating your own change process templates, including multi-level risk assessment and authorization. Evaluate, monitor, and report on changes throughout the change management process using change management capabilities that are fully integrated with the other SysAid modules.
 
Service Level Management
Create and manage service level targets (SLTs) and service level agreements (SLAs) for the quality and speed of service that your IT team is expected to provide. Define routing rules, priorities, due dates, and escalation rules for each service and SLT/SLA, and measure how your help desk/service desk is performing via a real-time graphical dashboard.
 
CMDB
SysAid’s configuration management database (CMDB) will help you to keep track of the assets/configuration items in your IT infrastructure, their attributes, and their relationships to others assets and services. It will help you to predict the impact of changes and let Level 1 admins use graphical representations of the IT and service environments to understand the business impact of incidents and problems.
 
Remote Control
SysAid’s built-in remote control capabilities allow admins to offer remote assistance to end users – by connecting to their active sessions or to remotely access unattended computers. Remote control is fully integrated throughout SysAid and is available from within: incident and service request records, asset records, and chat sessions.
 
Reports
Generate reports on your help desk/service desk activity and performance, service quality, problem or change management activities, hardware and software inventory, tasks, and projects. You can also configure the reports to present data in your preferred style.
 
F11 Hotkey for Submitting Service Records
End users can easily and swiftly submit tickets by pressing the customizable SysAid Hotkey (F11). This command captures a screenshot and opens their web browser directly to the ticket submission form, with both user and asset information automatically recorded.
 
Mobile Apps
Manage your help desk/service desk and other ITSM activities, and view asset information, on-the-go with SysAid Mobile Apps
 
Multi-Language Support
SysAid's administrator interface is available in 10 languages and the Self-Service Portal interface in 42. Using the built-in translate feature you can customize any of the native languages according to your needs, or translate SysAid into a language for which a translation does not yet exist.
 
Multi-Company Support
With SysAid, you can easily manage numerous clients as separate entities using the multi-company functionality. Customize reports, end-user forms, client portal and more for each of your clients.
 
Asset Inventory
SysAid Asset Inventory provides a complete record of all computers, software, and other devices on your network, including their attributes. Plus SysAid Asset Management is integrated with the Help Desk and other modules.
 
Hardware and Software Detection
Also view the software installed on each asset and details of the hardware components within it, e.g. CPU, RAM, and HDD. Any hardware or software changes made to networked inventory items are added to the asset activity log automatically.
 
Asset Service History
View a complete list of all tickets associated with any given asset, both active and resolved tickets, which helps you to identify recurring issues related to the asset or asset groups.
 
Suppliers Catalog
Use the Supplier Catalog to manage contract and business details for each of your suppliers. To ease maintenance and track support details, you can also attach each asset to the appropriate supplier.
 
Hardware Catalog
SysAid automatically compiles a list of all hardware models found on your network. You will know how many devices of each type you have and you can add supplier, warranty, maintenance, and other relevant information to each catalog model.
 
Software License Management
Use SysAid Discovery and Inventory to track the number of installs for each software product. Log how many licenses you’ve purchased (for each software product) and create notifications/alerts for where the number of installs exceeds the number of purchased licenses, i.e. your company is in a non-compliant state and financially at risk.
 
Network Discovery
Quickly discover your network and deploy the SysAid Agent to computers running Windows, Linux, Mac, and Unix. Also discover and enroll iOS and Android devices.
 
Agentless Network Discovery
SysAid also performs agentless network discovery, using the WMI and SNMP protocols, to obtain a full hardware and software inventory for each discovered device. Discovery tasks are performed using SysAid’s Remote Discovery Service (RDS), which can be installed remotely on any network segments that lie beyond firewalls. Recurring network discovery tasks can be scheduled to ensure that you always have an up-to-date picture of your network.
 
SysAid Agent
As well as taking a basic hardware and software inventory, the SysAid Agent provides additional asset management capabilities such as monitoring, asset availability, and SysAid Remote Desktop.
 
Remote Control (1 Channel)
SysAid’s built-in remote control capabilities allow admins to offer remote assistance to end users – by connecting to their active sessions or remotely accessing unattended computers. Remote control is fully integrated throughout SysAid and is available from within: incident and service request records, asset records, and chat sessions.
 
SysAid MDM
SysAid MDM’s (Mobile Device Management) capabilities provide you with greater control over, and easier management of, the mobile devices used within your organization. For instance, SysAid MDM streamlines platform set-up and the device enrollment process.
Additional Modules:
 
Manager Dashboard
The Manager Dashboard is a management platform that gives you visibility into your help desk, ITSM (including service level management), asset management, monitoring, and project KPIs.
 
Password Services
SysAid's Self-Service Password Reset (SSPR) module lets end users securely reset their passwords, and unlock accounts, by themselves without the need for IT personnel assistance.
 
Monitoring (Servers & Network Monitoring)
SysAid Monitoring provides you with alerts and notifications to help you proactively monitor and manage network components, CPU, disk space, memory usage, software and hardware updates, and more.
 
Patch Management
SysAid Patch Management, integrated into SysAid Asset Management, keeps Windows-based servers and PCs up-to-date with the latest security patches and updates.
 
Tasks & Projects
With SysAid Tasks & Projects, you can create projects and schedule and assign the specific tasks to users with deadlines for completion.

 

Where Is SysAid Cloud Hosted?

SysAid Cloud is hosted in third-party state-of-the-art data centers across three different regions:
USA
US-AWS is hosted on three availability zones in Virginia and three availability zones in Oregon with Amazon Web Services
Europe
EU-AWS is hosted on three availability zones in Ireland with Amazon Web Services
Asia Pacific
AU-AWS is hosted on two availability zones in Sydney with Amazon Web Services

 

How Does SysAid Cloud Differ from SysAid On-Premise?
With SysAid On-Premise, you install the SysAid software on your servers and are responsible for managing both the servers and the software, including upgrades.

With SysAid Cloud, the SysAid software is hosted by SysAid, so there’s zero processing power required at your end – just log in and get to work. You do not need to upgrade the SysAid software or monitor your SysAid servers because it is all done for you by SysAid, leaving you more time for your core IT tasks.


How Are SysAid Cloud Customers Supported?
At SysAid we're committed to providing exceptional customer service – there's no type of request too large or too small that we won't handle. Whatever support you need, we're here to help.

SysAid support can be accessed via:
  • Telephone
  • Email
  • Chat
  • Submitting a ticket