# SysAid

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## Pages

- [Get Calendar](https://www.sysaid.com/get-calendar): accountId=urlParams. get('accountId'); topic=urlParams. get('TOPIC'); YCBMID=urlParams. get('YCBMID') owner=urlParams. get('owner'); if (! owner) owner='AE'; jQuery. ajax({ url: '/websitesf/getOwnerBySerial? accountId='+accountId, type: 'GET', dataType:...
- [Lansweeper](https://www.sysaid.com/it-service-management-software/lansweeper): The SysAid Advanced Discovery solution powered by Lansweeper eliminates blind spots by bringing real-time asset intelligence into your ITSM workflows
- [SysAid Partners - Join Our Global Network](https://www.sysaid.com/company/sysaid-partners-join-our-global-network): Join SysAid's partner network to deliver exceptional, AI-enhanced IT service solutions globally and grow your revenue.
- [SysAid AI Agent Builder](https://www.sysaid.com/ai-agent-builder): AI Agent Builder can take actions, automate tasks, and drive seamless service experiences across your organization.
- [About us](https://www.sysaid.com/company/about-us): Discover how SysAid innovates in ITSM across various industries. If you’ve never heard about us, click here to learn more!
- [CSR](https://www.sysaid.com/company/about-us/csr): Discover SysAid's CSR initiatives that celebrate diversity and inclusion, empower communities through volunteer efforts, and prioritize employee wellbeing with innovative programs and benefits.
- [Privacy Policy](https://www.sysaid.com/privacy-policy): Ensure your privacy is respected. Take a minute to understand our data practices in the Privacy Policy.
- [SysAid is officially certified by PinkVERIFY](https://www.sysaid.com/it-service-management-software/sysaid-is-officially-certified-by-pink-verify): SysAid is officially certified by Pink VERIFY - The Industry’s #1 Stamp of Approval for IT Service Management (ITSM) Tools
- [SysAid Copilot for Agents](https://www.sysaid.com/sysaid-copilot/sysaid-copilot-for-agents): Discover SysAid Copilot for Agents – your AI-powered ally for streamlined IT support. With real-time issue detection, task automation, and multi-language capabilities and more
- [SysAid Copilot for End Users](https://www.sysaid.com/sysaid-copilot/sysaid-copilot-for-end-users): Discover SysAid Copilot for End Users. Our AI-powered chatbot provides 24/7 support with intuitive image analysis, task automation, and multi-language capabilities. Explore SysAid Copilot today.
- [SysAid Copilot](https://www.sysaid.com/sysaid-copilot): Empower your admins with generative AI so they can deliver consumer-grade support to end users automagically
- [PeopleCert Accredited ITIL Tool Vendor](https://www.sysaid.com/it-service-management-software/peoplecert-accredited-itil-tool-vendor): SysAid is proud to be officially certified by PeopleCert as an ITIL 4 Accredited Tool Vendor. Discover our comprehensive IT Service Management solutions, designed to meet the highest standards and best practices in the industry.
- [AI Chatbot via MS Teams](https://www.sysaid.com/it-service-management-software/ai-chatbot-via-ms-teams): Wow end users with easy and conversational support directly from within the familiar interface of Microsoft Teams.
- [SYSAID AI SERVICES – TERMS AND CONDITIONS](https://www.sysaid.com/support/sysaid-documentation/sysaid-copilot-terms-and-conditions): Get Started Risk-Free: Understand SysAid AI Services Terms and Conditions license agreement.
- [Interactive experience](https://www.sysaid.com/interactive): Interactive - Discover SysAid's interactive tools and resources designed to enhance your IT service management experience.
- [Home](https://www.sysaid.com/): Explore SysAid's AI-powered ITSM platform. Automate workflows and optimize IT service delivery. Get started today!
- [IT Service Management Software](https://www.sysaid.com/enterprise): SysAid Enterprise - The ITSM plan large teams use to scale service management throughout the organization–now backed by the full power of generative AI.
- [SysAid Partners - Join Our Global Network](https://www.sysaid.com/company/partners): Join SysAid's partner network to deliver exceptional, AI-enhanced IT service solutions globally and grow your revenue.
- [SysAid for Microsoft Teams](https://www.sysaid.com/it-service-management-software/sysaid-for-teams): Deliver seamless IT service with SysAid's native Microsoft Teams integration. Empower users within their workspace. Request a demo today.
- [AI Chatbot](https://www.sysaid.com/ai-chatbot): Empower end users with SysAid’s AI Chatbot. Get instant answers and improve efficiency. Try it now!
- [Next Gen AI ITSM Ticketing System | Power by SysAid](https://www.sysaid.com/it-service-management-software/ticketing-system): Transform your IT support with SysAid’s AI ticketing system. Simplify issue resolution and boost efficiency. Learn more now!
- [Service Automation](https://www.sysaid.com/it-service-management-software/service-automation): IT Service Automation uses AI built from a decade of real usage data from over 4,000 organizations. It makes every aspect of ITSM automatic.
- [Help desk Software](https://www.sysaid.com/it-service-management-software/help-desk-software): Boost your IT team's efficiency with SysAid's AI-driven Help Desk. Streamline operations now—request a demo!
- [IT Service Desk Software](https://www.sysaid.com/it-service-desk-software): Backed by the full power of generative AI, SysAid's IT service desk software empowers organizations to deliver exceptional service— automagically.
- [Plans](https://www.sysaid.com/plans): Explore SysAid’s range of ITSM plans tailored to your business needs. From Help Desk to Enterprise, find your perfect plan today!
- [Free Trial](https://www.sysaid.com/trial): Experience SysAid’s help desk and ITSM software for free. Sign up for a trial and see how automation can improve your IT support. Try it now!
- [Personal demo](https://www.sysaid.com/personal-demo): Get a hands-on, personalized demo of SysAid’s ITSM platform. Discover tailored automation solutions for your IT team. Book your demo now!
- [Candidates Privacy Policy](https://www.sysaid.com/candidates-privacy-policy): 
- [On-Premise Software Security Vulnerability Notification](https://www.sysaid.com/security-compliance/on-premise-software-security-vulnerability-notification): Security vulnerability notification about our response to previous security vulnerability affecting on-premise customers
- [Sitemap](https://www.sysaid.com/sitemap): Discover the complete sitemap of SysAid's website, providing a structured overview of all the pages, resources, and features offered.
- [Glossary](https://www.sysaid.com/glossary): Enhance your IT terminology knowledge with this comprehensive glossary. Explore the meanings of important IT terms from A to Z by SysAid.
- [Sexual Harassment, Discrimination and Retaliation Policies](https://www.sysaid.com/support/sysaid-documentation/sexual-harassment-discrimination-and-retaliation-policies): Modern slavery is a crime and a violation of human rights. SysAid believes that it has no place in our business or supply chains.
- [Environmental and Waste Management Policy](https://www.sysaid.com/support/sysaid-documentation/environmental-and-waste-management-policy): SysAid's environmental and waste management policy demonstrates its dedication to sustainable and responsible business operations.
- [Self-service Depot](https://www.sysaid.com/support/upgrade-account): Talk with your Customer Success Manager about additional licenses and useful modules with Self-Service Depot
- [SysAid for Teams Free Trial](https://www.sysaid.com/sysaid-for-teams-free-trial): Sign up for a free 30 day free trial, let us help you resolve your issues faster and make service smoother.
- [IT Asset Management](https://www.sysaid.com/it-service-management-software/it-asset-management): Boost your service desk efficiency with SysAid’s IT asset management. Simplify tracking and resolve issues faster. Discover how today!
- [Milestones](https://www.sysaid.com/milestones): 
- [Events](https://www.sysaid.com/events): View Up and Coming Events brought to you by SysAid
- [All-In-One ITSM For Higher Education: Student - Staff | SysAid](https://www.sysaid.com/solutions/higher-education): Today’s challenges of running an educational institution are countless. SysAid is the most Customizable and Low-Cost ITSM solution for your campus.
- [Anti-Money Laundering Policy](https://www.sysaid.com/support/sysaid-documentation/anti-money-laundering-policy): SysAid upholds its commitment to ethical business practices with its anti-money laundering policy, ensuring compliance with regulations.
- [Data Management](https://www.sysaid.com/it-service-management-software/data-management): Enhance performance and declutter your workspace with effective data management. Discover more with SysAid!
- [Remote Desktop](https://www.sysaid.com/it-service-management-software/remote-desktop): Enable secure remote access to PCs from any device with SysAid. Boost IT productivity with remote desktop capabilities. Request a demo today!
- [Tasks and Projects](https://www.sysaid.com/it-service-management-software/tasks-and-projects): SysAid's Tasks & Projects module enables efficient management and coordination of IT and business projects with specific tasks and deadlines.
- [System and Interfaces](https://www.sysaid.com/it-service-management-software/system-and-interfaces): Integrate SysAid with LDAP, email, APIs, and more. Seamlessly fit into your corporate IT ecosystem. Explore SysAid ITSM integration capabilities today.
- [Mobile Solution](https://www.sysaid.com/it-service-management-software/mobile-solution): Manage incidents, requests, and IT assets on-the-go with SysAid Mobile Apps. Stay connected and efficient. Try it today!
- [Manager Dashboard](https://www.sysaid.com/it-service-management-software/manager-dashboard): Use SysAid Manager Dashboard to get real-time visibility into your help desk, IT asset management, and other critical KPIs. Try Manager Dashboard now!
- [IT Benchmark](https://www.sysaid.com/it-service-management-software/it-benchmark): Use SysAid’s IT Benchmark tool to compare your IT performance with other departments worldwide. See where you stand instantly. Try the tool today.
- [Hardware and Network Monitoring](https://www.sysaid.com/it-service-management-software/hardware-and-network-monitoring): SysAid Monitoring provides alerts and notifications so you can proactively manage hardware and IT network components, monitor space and usage
- [Network Discovery](https://www.sysaid.com/it-service-management-software/it-asset-management/network-discovery): Discover your network and deploy the SysAid Agent to computers running Windows, Linux, Mac, and Unix. Also discover and enroll iOS and Android devices.
- [Flexibility](https://www.sysaid.com/it-service-management-software/flexibility): Learn about SysAid's IT service management software and its flexibility in meeting the diverse needs of businesses.
- [Knowledge Management](https://www.sysaid.com/it-service-management-software/knowledge-management): Service desk agents can find and share knowledge articles, and end users can self-help via SysAid's Self-Service Portal.
- [Service Level Management](https://www.sysaid.com/it-service-management-software/service-level-management): Service Level Management Software: SysAid helps define, track, and meet IT service level agreements (SLAs).
- [Change Management Software](https://www.sysaid.com/it-service-management-software/change-management-software): Simplified ITIL change management software with SysAid. Ensure smooth transitions—start improving today!
- [Problem Management](https://www.sysaid.com/it-service-management-software/problem-management): Streamline your problem management workflow with SysAid’s ITIL-aligned software. Use templates to manage issues efficiently. Learn more now!
- [Incident Management](https://www.sysaid.com/it-service-management-software/incident-management): Incident Management: Streamline IT service restoration with Sysaid's incident management software.
- [Chat](https://www.sysaid.com/it-service-management-software/chat): Enable instant issue resolution with SysAid's live chat for IT teams. Empower users and IT support with seamless communication. Request a demo today!
- [CMDB Software](https://www.sysaid.com/it-service-management-software/cmdb-software): Discover SysAid CMDB to enhance your IT operations. Boost efficiency and productivity. Try it now!
- [Remote Control](https://www.sysaid.com/it-service-management-software/remote-control): Remote Support Software allows you to remotely connect to active end-user sessions or remotely access unattended computers. Try Remote Support now!
- [Password Reset](https://www.sysaid.com/it-service-management-software/password-reset): SysAid's Self-Service Password Reset module empowers end-users to securely reset passwords without IT support, enhancing productivity.
- [Knowledge Base](https://www.sysaid.com/it-service-management-software/knowledge-base): With SysAid Knowledge Base agents can find and share knowledge articles within SysAid Help Desk, and end users can self-help via the Self-Service Portal.
- [Important Update Regarding Apache Log4j](https://www.sysaid.com/security-compliance/important-update-regarding-apache-log4j): 
- [SysAid for Teams Free Trial](https://www.sysaid.com/sysaid-for-teams-free-trial-2): Sign up for a free 30 day trial- let us help you resolve your issues faster and make service smoother.
- [AWS Partnership](https://www.sysaid.com/aws-partnership): Migrate your IT apps from on-prem to cloud with SysAid and AWS. Leverage best practices for a smooth transition. Explore SysAid's AWS partnership.
- [Vulnerability Policy](https://www.sysaid.com/support/sysaid-documentation/vulnerability-policy): Vulnerability Policy, To be quick and efficient with our response, please make sure that your report includes...
- [Data Backup Policy](https://www.sysaid.com/support/sysaid-documentation/data-backup-policy): Any data that You upload to SysAid’s Server throughout the Term while using the Services, belongs to You.
- [Data Processing Addendum (“DPA”)](https://www.sysaid.com/support/sysaid-documentation/data-processing-addendum-dpa): This DPA sets out the terms that apply with regards to SysAid processing Personal Data.
- [Cloud Terms and Conditions](https://www.sysaid.com/support/sysaid-documentation/cloud-terms-and-conditions): Get Started Risk-Free: Understand SysAid Cloud Terms and Conditions License Agreement.
- [Server Uptime Commitment](https://www.sysaid.com/support/sysaid-documentation/uptime-commitment): SysAid's Uptime Commitment underscores its dedication to providing reliable and uninterrupted service to its customers.
- [Anti-Slavery](https://www.sysaid.com/support/sysaid-documentation/anti-slavery-policy): Access SysAid's anti-slavery policy documentation, reflecting its commitment to ethical business practices and human rights.
- [Non-Discrimination Policy](https://www.sysaid.com/support/sysaid-documentation/non-discrimination-policy): Each Party to this Contract shall abide, as applicable under governing law, to the requirements of applicable law.
- [Anti-Bribery and Anti-Corruption Laws](https://www.sysaid.com/support/sysaid-documentation/anti-bribery-policy-and-anti-corruption-laws): Learn about SysAid's anti-bribery policy and its adherence to anti-corruption laws, ensuring ethical business conduct globally.
- [Governing Law, Jurisdiction and Venue](https://www.sysaid.com/support/sysaid-documentation/governing-law-jurisdiction-and-venue): The applicable governing law provision is based on Your country of incorporation.
- [Product Summary](https://www.sysaid.com/plans/product-summary): Check out SysAid's product summary. We give a rundown on all components with a detailed description of each.
- [Data Security](https://www.sysaid.com/support/sysaid-documentation/data-security): Access SysAid's documentation on data security, outlining best practices for ensuring the safety of customer data.
- [Data Storage Location](https://www.sysaid.com/support/sysaid-documentation/data-storage-location): SysAid strictly adheres to all relevant local data protection laws and regulations. We stores your data in the location where you access SysAid’s services.
- [Evaluation License Terms](https://www.sysaid.com/support/sysaid-documentation/evaluation-license-terms): Get Started Risk-Free: Understand SysAid Evaluation License Terms. free of charge.
- [Sitemap](https://www.sysaid.com/site-map): 
- [Website Image Disclaimer](https://www.sysaid.com/website-image-disclaimer): Website Image Disclaimer - Learn about SysAid's website image disclaimer policy, ensuring transparency and accuracy in visual content.
- [Send files](https://www.sysaid.com/support/send-files): 
- [MTTR Calculator](https://www.sysaid.com/mttr-calculator): 
- [On-premises upgrade](https://www.sysaid.com/plans/on-premises/upgrade): 
- [SysAid Professional Services](https://www.sysaid.com/support/professional-services): SysAid Professional Services works with you to: identify your needs, tailor SysAid to suit those needs, and execute the plan from start to finish.
- [SysAid Documentation](https://www.sysaid.com/support/sysaid-documentation): Access SysAid’s online resource library – detailing edition functionality, FAQs, installation guides, advice on getting started and module guides.
- [Automate Joe](https://www.sysaid.com/automate-joe-helpdesk): Automate Joe is not yet enabled in your SysAid. Speak to your Customer Success Manager to see what you’re missing...
- [Frequently Asked Questions](https://www.sysaid.com/support/faq): Find answers about SysAid’s ITSM, service desk, asset management, and more. Explore key features and modules in our FAQs section
- [Upgrade Account](https://www.sysaid.com/support/upgrade-account-request): Talk with your Customer Success Manager about additional licenses and useful modules.
- [Management Team](https://www.sysaid.com/company/management-team): Want to know the secret sauce of Sysaid? It's their people! Meet the passionate team dedicated to building the future of IT service management.
- [Video Knowledge Base](https://www.sysaid.com/support/video-knowledge-base): ideo Knowledge Base - Explore SysAid's video knowledge base for insightful tutorials and demonstrations on IT service management, troubleshooting, and more.
- [Newsletter](https://www.sysaid.com/company/newsletter): 
- [On-premises](https://www.sysaid.com/plans/on-premises): Ensure the quality of your work doesn't decline. On-premise IT software with ticket management, ITIL adoption, asset management, advanced analytics and more.
- [Cloud](https://www.sysaid.com/plans/cloud): Try SysAid's scalable cloud ITSM and help desk software for free. ITIL-aligned, trusted by 1000+ customers. Start your free trial today.
- [Task Automation](https://www.sysaid.com/it-service-management-software/task-automation): SysAid’s Automate Joe lightens your service desk team’s load – boosting productivity, service agility, and end-user satisfaction.
- [Ticket Automation](https://www.sysaid.com/it-service-management-software/ticket-automation): Streamline ticket routing and escalation with SysAid's automation. Categorize and prioritize efficiently. Schedule a demo to boost IT workflows.
- [Careers positions](https://www.sysaid.com/company/careers/positions): Careers Positions - Explore career opportunities at SysAid and browse current job openings for various positions in IT and beyond.
- [MSP Solution](https://www.sysaid.com/solutions/servicedesk-for-msp): Manage IT services for multiple clients effectively with SysAid's MSP service desk. Improve efficiency across teams. Get started with a demo today.
- [Manufacturing Solution](https://www.sysaid.com/solutions/servicedesk-for-manufacturing): Streamline Manufacturing Operations with AI-Powered Service Desk Software
- [Healthcare Solution](https://www.sysaid.com/solutions/servicedesk-for-healthcare): Deliver exceptional patient care with SysAid’s healthcare service desk and Copilot. Optimize support and operations. Request a demo today.
- [ROI Calculator](https://www.sysaid.com/it-service-management-software/password-reset/roi-calculator): Understand how time-consuming and costly manual password reset procedures are in your company by using this Password Reset ROI calculator.
- [Education Solution](https://www.sysaid.com/solutions/servicedesk-for-education): Service Desk for Education: Enhance the learning experience for educators and students with Sysaid's service desk.
- [Pathfinders](https://www.sysaid.com/pathfinders): 

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## Posts

- [What are 5 Cybersecurity Measures for Service Desks?](https://www.sysaid.com/blog/service-desk/5-cybersecurity-measures-service-desks): The 5 Cs of cybersecurity and how service desks play a critical role in protecting digital assets, ensuring compliance, and managing risk.
- [How to Leverage AI and Automation in IT Service Desks](https://www.sysaid.com/blog/generative-ai/how-to-leverage-ai-and-automation-in-it-service-desks): This blog looks at how you can leverage AI and automation in your IT service desk, plus machine learning support in IT.
- [How to Improve Your Organization’s ITAM Maturity](https://www.sysaid.com/blog/asset-management/how-to-improve-your-organizations-itam-maturity): This blog looks at what will improve your ITAM practice’s maturity to make it far more valuable to your business.
- [What is Agentic AI? Transforming ITSM Through Intelligent Automation](https://www.sysaid.com/blog/sysaid/what-is-agentic-ai-transforming-itsm-through-intelligent-automation): Learn how Agentic AI empowers IT teams with proactive detection, contextual decision-making, and continuous evolution to streamline complex ITSM tasks.
- [Transforming IT Operations with SysAid’s New UI](https://www.sysaid.com/blog/sysaid/sysaid-new-ui-transforming-operations): This blog explains the need for SysAid’s new UI, shares its key capabilities and benefits, and highlights a customer case study.
- [Better Business Through Better IT – The TigerFeet SysAid Story](https://www.sysaid.com/blog/service-desk/tigerfeet-sysaid-story): This blog explains how SysAid Spaces is helping TigerFeet improve its business operations and outcomes through better IT.
- [Why Winning the TMC 2024 Generative AI Product of the Year Award is Just the Start](https://www.sysaid.com/blog/sysaid/why-winning-the-tmc-2024-generative-ai-product-of-the-year-award-is-just-the-start): This blog takes a look at how SysAid won the TMC 2024 Generative AI Product of the Year Award. Read it here.
- [Unlock Deeper Insights with SysAid Copilot](https://www.sysaid.com/blog/generative-ai/unlock-deeper-insights-sysaid-copilot): This blog explores how SysAid Copilot delivers valuable insights across eight key areas. See what it's all about here.
- [What ITSM Professionals Need to Know About GenAI Capabilities](https://www.sysaid.com/blog/generative-ai/genai-capabilities-need-to-know): This blog looks at what ITSM pros need to know about how GenAI capabilities are changing the ITSM landscape.
- [Kicking off 2025: SysAid Wraps Up 2024 With Prestigious Recognitions from Gartner Digital Markets in 2024](https://www.sysaid.com/blog/itsm/kicking-off-2025-sysaid-wraps-up-2024-with-prestigious-recognitions-from-gartner-digital-markets-in-2024): SysAid celebrates earning top honors from Capterra, Software Advice, and GetApp in IT Asset Management, Remote Support, and more. Discover how we’re driving AI-powered innovation and delivering exceptional user value.
- [How Agentic AI is Transforming IT Service Management](https://www.sysaid.com/blog/itsm/how-agentic-ai-is-transforming-it-service-management): The world of IT Service Management (ITSM) is changing rapidly. For mid-market companies, this isn’t just an abstract trend—it’s a daily reality
- [Streamline IT Operations and Optimize Resource Utilization with GenAI](https://www.sysaid.com/blog/generative-ai/streamline-it-operations-genai): This blog looks at how GenAI can help enhance employee experience and streamline IT operations and optimize resource utilization.
- [Cybersecurity Considerations When Choosing ITSM: A Deep Dive](https://www.sysaid.com/blog/itsm/cybersecurity-considerations-when-choosing-itsm-a-deep-dive): IT Service Management (ITSM) platforms have become the backbone of modern organizations, streamlining operations, optimizing workflows..
- [AI-Powered Asset Management: A Game-Changer for IT Departments](https://www.sysaid.com/blog/asset-management/ai-powered-asset-management-game-changer): This article explains how AI-powered asset management is a game changer for your IT department. Read it here.
- [Transform Your Service Desk with a GenAI Chatbot for Agents](https://www.sysaid.com/blog/generative-ai/service-desk-genai-chatbot-for-agents): It’s essential not to overlook the opportunities to transform your IT service desk with a GenAI chatbot for service desk agents. Here's why.
- [Streamline IT Support with Image Analysis](https://www.sysaid.com/blog/generative-ai/sysaid-image-analysis): The SysAid ITSM solution now includes Image Analysis – a GenAI capability that can help all organizations. Here's all the information.
- [Why Multi-Channel IT Support is Essential in the GenAI Era](https://www.sysaid.com/blog/generative-ai/multi-channel-it-support-genai-era): Multi-channel IT support is essential in a GenAI era, enhancing capabilities in accessibility, automation and efficiency. This blog explains.
- [What’s the Difference Between AI and GenAI in the Context of ITSM?](https://www.sysaid.com/blog/generative-ai/difference-ai-genai): The distinction between traditional AI and GenAI relates to their capabilities, methodologies, and applications. This SysAid blog explains.
- [10 Ways AI Improves IT Service Desk Operations and Outcomes](https://www.sysaid.com/blog/generative-ai/ai-improves-service-desk-operations): Take a look at ten AI use cases for the IT service desk which are available now for ITSM professionals and organizations to benefit from.
- [If AI is the Future, That Future is Already Here for ITSM](https://www.sysaid.com/blog/itsm/ai-future-already-here): This blog shares some recent insights about AI adoption in ITSM that show that the future of ITSM is already here.
- [IT Self-Service: Crash, Burn, and Comeback with GenAI](https://www.sysaid.com/blog/itsm/it-self-service-crash-burn-and-comeback-with-genai): IT self-service has always been the go-to for overworked service desks looking to better serve end-users. But let's be honest, the last decade hasn't exactly been smooth sailing.
- [IT Pros Are Going All-In on Advanced AI for ITSM](https://www.sysaid.com/blog/itsm/it-pros-are-going-all-in-on-advanced-ai-for-itsm): IT service management (ITSM) tools are shaking things up. They're getting smarter, fast. Think AI and GenAI – the new must-haves.
- [Measuring Success in IT](https://www.sysaid.com/blog/itsm/measuring-success-it): There's a wealth of best practice KPIs out there for IT organizations, but are these still the best way to measure and report on IT success?
- [Why Your IT Service Desk Agents Need Copilots](https://www.sysaid.com/blog/itsm/service-desk-agents-copilots): This blog explains what Copilots are before focusing on how they help and why your IT service desk agents need them.
- [Debunking Generative AI Myths in ITSM: It's Time to Rethink](https://www.sysaid.com/blog/generative-ai/debunking-generative-ai-myths-in-itsm-its-time-to-rethink): Gen AI is a trending topic, but many of us are still figuring out how it fits into ITSM. Let's explore how Gen AI can help us work more efficiently.
- [Key Factors to Consider when Evaluating AI ITSM Solutions](https://www.sysaid.com/blog/itsm/evaluating-ai-in-itsm): The key criteria for evaluating AI in an ITSM solution can be viewed across four groupings. This blog explains all you need to know.
- [Overcome Asset Warranty Chaos: 6 Best Practices for Effective Management](https://www.sysaid.com/blog/itsm/overcome-asset-warranty-chaos-6-best-practices-for-effective-management): Keeping your IT equipment running smoothly is crucial, But between complex terms, expiring dates, and a claim process that feels like a maze,
- [Let's Talk Employee Experience: Why Our AI Chatbot via Microsoft Teams is the Gamechanger You've Been Waiting For](https://www.sysaid.com/blog/itsm/why-our-ai-chatbot-via-microsoft-teams-is-the-gamechanger): The way employees interact with IT support is due for a major overhaul. We're talking about saying goodbye to those clunky ticketing systems
- [Employee Experience is for IT Service Provider Staff, Too](https://www.sysaid.com/blog/itsm/employee-experience-is-for-it-service-provider-staff-too): The IT organization is focusing more on the employees it serves, but what about the employees working in IT and their employee experience? 
- [How Does AI in ITSM Enhance Service Management?](https://www.sysaid.com/blog/generative-ai/ai-improves-itsm): Explore this blog to discover how AI in ITSM improves processes. Uncover specific methods that enhance ITSM through AI. Dive in now!
- [How Best to Sell Enterprise Service Management to Other Lines of Business](https://www.sysaid.com/blog/itsm/sell-enterprise-service-management-other-business): Advice on how best to sell enterprise service management to other lines of business. Rea the full article here.
- [Practical Business Use Cases for ESM](https://www.sysaid.com/blog/itsm/practical-business-use-cases-for-esm): This blog shares some practical business use cases for ESM (enterprise service management). Take a look here.
- [Preparing IT Staff for AI Use](https://www.sysaid.com/blog/itsm/preparing-it-staff-for-ai-use): Tips to ensure that your org’s adoption of AI for ITSM is facilitated by focused, people-related activities that prepare IT staff for AI use.
- [SysAid On-Prem Software CVE-2023-47246 Vulnerability](https://www.sysaid.com/blog/service-desk/on-premise-software-security-vulnerability-notification): SysAid On-Prem Software CVE-2023-47246 Vulnerability - Learn about the security flaw in SysAid's on-premises software version.
- [Managing Healthcare Onboarding and Offboarding More Efficiently](https://www.sysaid.com/blog/service-desk/healthcare-onboarding-offboarding): Here we look at the common challenges of healthcare onboarding before explaining how existing IT practices can be used to make improvements.
- [Automating Healthcare Workflows Using IT Practices to Improve Efficiency](https://www.sysaid.com/blog/service-desk/automating-healthcare-workflows): Automate healthcare workflows with IT practices for improved efficiency. Learn more from SysAid.
- [2024 ITSM Trends – “Do Existing Things Better”](https://www.sysaid.com/blog/itsm/itsm-trends-2024): Which 2024 ITSM trends will be relevant to organizations seeking to improve their business value? This article explores.
- [HIPAA and IT Asset Management in Healthcare](https://www.sysaid.com/blog/asset-management/hipaa-and-it-asset-management-in-healthcare): This blog explains where and how ITAM supports HIPAA requirements across various compliance and efficiency needs.
- [ChatGPT in ITSM and ESM: Use Cases](https://www.sysaid.com/blog/itsm/chatgpt-in-itsm-and-esm): This blog shares examples of ChatGPT in ITSM and how it can be employed in operations to improve operations and outcomes.
- [Considering Generative AI for ITSM? Here’s What You Need to Know](https://www.sysaid.com/blog/itsm/generative-ai-for-itsm): What is generative AI in ITSM and how it works (at a high level)plus see ITSM-related examples for its use. Read it here
- [The Many AI-enabled Capabilities Available to ITSM and ESM](https://www.sysaid.com/blog/itsm/ai-enabled-capabilities-itsm): This blog post shares information on different types of AI-enabled capabilities and how they will benefit your ITSM and ESM operations and outcomes.
- [What You Need to Know About Change Enablement](https://www.sysaid.com/blog/itsm/know-about-change-enablement): This blog looks at everything you need to know about change enablement. From what's different in ITIL 4 to successful CAB meetings.
- [Everything You Need to Know about Service Desk Metrics](https://www.sysaid.com/blog/service-desk/service-desk-metrics): Metrics are essential as they communicate value, progress, and improvements, facilitate alignment and collaboration.
- [How to Increase Manufacturing Throughputs Thanks to Greater Equipment Uptime](https://www.sysaid.com/blog/itsm/how-to-increase-manufacturing-throughputs): This blog focuses on the ITSM processes and enabling technology that can help both the MTBF and MTTR in the world of manufacturing.
- [Why Your Modern ITSM Capabilities Need Better Knowledge Management](https://www.sysaid.com/blog/itsm/knowledge-management-capabilities): Enhance your organization's ITSM capabilities with insights from this blog.
- [How Service Management Capabilities Will Reduce Your Manufacturing Operating Costs](https://www.sysaid.com/blog/itsm/service-management-manufacturing-operation-costs): This blog looks at the opportunity for ITSM tools and best practices to benefit manufacturing operating costs.
- [Why and How 2023 Will Be an Interesting Year for ITSM](https://www.sysaid.com/blog/itsm/2023-interesting-year-itsm): What’s likely to impact your organization’s ITSM capabilities in 2023 to make it an interesting year for ITSM? This blog by SysAid explores
- [Getting Started with Continual Improvement](https://www.sysaid.com/blog/itil/getting-started-continual-improvement): Here Joe the IT Guy provides guidance on how to embed continual improvement in your day-to-day activities successfully.
- [7 Key Steps for When Your IT Service Desk is Struggling  ](https://www.sysaid.com/blog/itsm/service-desk-is-struggling): This blog offers up seven practical steps for what to do when your service desk is struggling. Read it here.
- [The Future of IT Self-Service: Self-Resolving with Conversational Bots](https://www.sysaid.com/blog/itsm/self-service-conversational-bots): In this blog you'll learn how the future of IT self-service involves employees self-resolving with conversational bots.
- [How SysAid manages agents behind restricted firewall rules with AWS IoT Core](https://www.sysaid.com/blog/sysaid-tech/how-sysaid-manages-agents-behind-restricted-firewall-rules-with-aws-iot-core): How SysAid manages agents behind restricted firewall rules with AWS IoT Core - SysAid blog. Read now.
- [Prioritizing ITSM Improvements Based on Employee Experience Impact](https://www.sysaid.com/blog/itsm/prioritizing-itsm-improvements-employee-experience): In this blog Greg Sanker looks at how to introduce a new way to prioritize improvement work in direct alignment with EX.
- [How an AI-enabled Service Desk Improves Employee Experience](https://www.sysaid.com/blog/itsm/how-an-ai-enabled-service-desk-improves-employee-experience): This blog looks at the opportunities and benefits that AI-enabled service desk capabilities offer to improve employee experience.
- [How to Tell a Story That Pops](https://www.sysaid.com/blog/events-marketing/how-to-tell-a-story-that-pops): How to apply the magic formula to make your brand stand out and tell a story that pops
- [Stop Wasting Time And Start TESTING](https://www.sysaid.com/blog/sysaid-tech/stop-wasting-time-and-start-testing): This article delves into the myriad of benefits of shift-left testing, and offers up suggestions how to increase code quality.
- [How to Measure Employee Experience](https://www.sysaid.com/blog/itsm/measure-employee-experience): Here Ben Brennan discusses some of the key data points from SysAid's 2022 State of Service Management study related to employee experience.
- [Still Insecure About Cloud? Then Read This Cloud Myth Debunker!](https://www.sysaid.com/blog/cloud/still-insecure-about-cloud-then-read-this-cloud-myth-debunker): Statements like this show there's still a lack of understanding about the use of public cloud services. Joe the IT Guy debunks all the myths!
- [The Top 5 Things ITSMers Get Wrong about Cloud Migration](https://www.sysaid.com/blog/cloud/top-5-things-itsmers-get-wrong-cloud-migration): Some cloud “attitudes” can lead ITSM professionals to do the wrong thing such as lift-and-shift cloud migrations.
- [Microservices Architecture: Asynchronous Communication is Better](https://www.sysaid.com/blog/sysaid-tech/microservices-architecture-asynchronouscommunication-better): There are many communication protocols but for web applications - this blog looks at why you should favor asynchronous in all cases.
- [Pros with Benefits: ITSM Capabilities for Better Business Functions](https://www.sysaid.com/blog/itsm/itsm-capabilities-better-business-functions): In 2022 enterprise service management needs to offer businesses so much more than just shared ITSM capabilities. This blog explores.
- [From Monolith to Microservices](https://www.sysaid.com/blog/sysaid-tech/monolith-to-microservices): Monolith to microservices - the story of how we broke off a piece of our monolith in order to greatly increase our system’s reliability.
- [Understanding Enterprise Service Management Systems](https://www.sysaid.com/blog/itsm/understanding-enterprise-service-management-systems): What is an enterprise service management system, how does it differ from ITSM and how can it benefit a workplace? Find out everything and more here.
- [Automation for Humans](https://www.sysaid.com/blog/itsm/automation-for-humans): What’s involved in building a successful approach to automation for humans? In this blog, Barclay Rae explains.
- [SysAid’s Top 6 Must-Read Blogs](https://www.sysaid.com/blog/sysaid/6-must-read-blogs): Here we take a look back at the top 6 must-read blogs of SysAid's 2021 roll. Make sure you've read them all!
- [What are IT Service Management (ITSM) Tools?](https://www.sysaid.com/blog/itsm/what-are-itsm-tools): ITSM Tools are used to keep track of the many processes and systems that are needed when performing IT service management. Learn more about ITSM.
- [ITSM in 2022: The Year of the Employee](https://www.sysaid.com/blog/itsm/itsm-in-2022): What does ITSM in 2022 look like? Here, SysAid CEO Sarah Lahav shares her four predictions for the year ahead.
- [A Superhero's Guide to IT Metrics](https://www.sysaid.com/blog/itsm/superhero-guide-to-it-metrics): Throw everything you thought you knew about IT metrics out of the window and check out this blog by Ben Brannan.
- [Automation Is Your Friend](https://www.sysaid.com/blog/itsm/automation-is-your-friend): In this blog Roy Atkinson covers the WHAT, the WHY, and the HOW of automation. Check out his thoughts here.
- [Monitoring IoT disconnects](https://www.sysaid.com/blog/sysaid-tech/monitoring-iot-disconnects): Here we look at three things we can utilize to monitor IoT disconnects: CloudWatch metrics, IoT logs, and custom services.
- [Smarter ITSM Is a Strategic Choice](https://www.sysaid.com/blog/itsm/smarter-itsm-strategic-choice): This blog looks at how smarter ITSM is essentially like ordering your coffee in Starbucks. Check it out here.
- [Reducing Traffic by Using AWS IoT (Part 2 of 2)](https://www.sysaid.com/blog/sysaid-tech/aws-iot-part-2): For IoT to work you must create a persistent connection to the AWS IoT servers — but what can you do if that's blocked?
- [The 21 Hidden Costs of Having On-Premise Software](https://www.sysaid.com/blog/cloud/the-21-hidden-costs-of-having-on-premise-software): The benefits that businesses and IT teams alike are gaining from well-managed, cloud-based services are rapidly changing the face of IT. Read more...
- [IT Guide for Seeing Through the Matrix](https://www.sysaid.com/blog/itsm/it-guide-matrix): In this blog Ben Brannan provides an 'IT Guide' to understanding what your business really thinks about IT and its services.
- [Why Service Management Needs to Drive Digital Business Operations](https://www.sysaid.com/blog/itsm/service-management-needs-to-drive-digital-business-operations): Service management should be an important facilitator of your organization’s digital transformation needs and ambitions. Here's why.
- [Reducing Traffic by Using AWS IoT (Part 1 of 2)](https://www.sysaid.com/blog/sysaid-tech/aws-iot-reducing-traffic-part-one): Learn how SysAid uses AWS IoT to reduce traffic to its servers and get rid of polling, and see if you could benefit from the same.
- [Hero or Villain: Which Is Your IT Team?](https://www.sysaid.com/blog/itsm/hero-villian-it-team): Is your IT team Batman or The Joker? Here Ben Brannan shares three steps to saving the day and your team's reputation.
- [Persisting Tomcat Sessions to Redis](https://www.sysaid.com/blog/sysaid-tech/persisting-tomcat-sessions): Learn about SysAid’s journey to high availability and session persistence using Tomcat and Redis. Explore our technical blog today!
- [How To Automate Your IT Service Management - All You Need To Know](https://www.sysaid.com/blog/itsm/how-to-automate-it-service-management): Read here to learn how you can easily automate your IT service management, and how to get your IT automation right.
- [So, Your Organization Doesn’t Need Digital Workflows?](https://www.sysaid.com/blog/itsm/so-your-organization-doesnt-need-digital-workflows): Discover how technology has boosted your company's operations & outcomes. Dive into our blog for insights on technology-enablement.
- [How to Convince Senior Management to Move Your Help Desk to the Cloud](https://www.sysaid.com/blog/cloud/how-to-convince-senior-management-to-move-your-help-desk-to-the-cloud): Tips on moving your help desk to the cloud: Addressing common objections and busting myths to ease the transition process.
- [8 Tips for Getting Started with Knowledge Management](https://www.sysaid.com/blog/itil/8-tips-for-getting-started-with-knowledge-management): Many orgs are still struggling to get started with knowledge management – usually because of people-related issues. So here's my 8 tips to help.
- [What You Need to Know About the ITIL 4 Book Portfolio](https://www.sysaid.com/blog/itil/what-you-need-to-know-about-the-itil-4-book-portfolio): Explore the ITIL 4 book portfolio with our comprehensive guide. Learn about the key publications and their insights. Discover more today!
- [Enterprise Shift – It’s Not Just About IT Anymore](https://www.sysaid.com/blog/itsm/enterprise-shift-not-just-about-it-anymore): IT emerged from the pandemic as a heroic and highly capable and professional team of heroes. Here Barclay Rae looks at this enterprise shift.
- [We’ve refreshed our brand. Here’s why.](https://www.sysaid.com/blog/sysaid/weve-refreshed-our-brand-heres-why): SysAid Unveils Powerful Storytelling Tools! Engage Audiences & Simplify Communication.
- [Accelerated IT: The Pandemic and the Future](https://www.sysaid.com/blog/itsm/accelerated-it-the-pandemic-and-the-future): Here Roy Atkinson looks at the top of Accelerated IT... how we got to where we are through the pandemic and how we plan to move into the future.
- [Why Automation Is the Cornerstone of Your IT Strategy](https://www.sysaid.com/blog/itsm/why-automation-is-the-cornerstone-of-your-it-strategy): From incremental improvements to digital transformation, this blog looks at how automation is the cornerstone of your IT strategy.
- [Consumerize Your Portal for IT Self-Service Success](https://www.sysaid.com/blog/service-desk/consumerize-your-portal-for-it-self-service-success): This blog offers up 8 tips to help you consumerize your IT self-service portal capabilities to achieve the expected, and required, level of success.
- [How to Know that Your 2021 Plans Are Aligned with the Latest Industry Trends](https://www.sysaid.com/blog/itsm/how-to-know-that-your-2021-plans-are-aligned-with-the-latest-industry-trends): Discover the top goal for businesses in 2021: automation. Explore more in SysAid's "2021 State of Service Management Report."
- [5 Tips for Adopting ITIL 4’s Continual Improvement Management Practice](https://www.sysaid.com/blog/itil/5-tips-for-adopting-itil-4s-continual-improvement-management-practice): Learn how to adopt ITIL 4’s continual improvement practices in your IT environment. Get 5 actionable tips today!
- [Security Product Update:  What You May Not Even Be Aware Of](https://www.sysaid.com/blog/sysaid/security-product-update-what-you-may-not-even-be-aware-of): SysAid prioritizes customer security and privacy, continuously enhancing security capabilities to uphold this commitment.
- [6 Tips to Stay Motivated on the Service Desk](https://www.sysaid.com/blog/service-desk/6-tips-to-stay-motivated-on-the-service-desk): Read tips from our experts on how to stay motivated on the service desk.
- [What Does the Word Service Mean to You?](https://www.sysaid.com/blog/service-desk/what-does-the-word-service-mean-to-you): What does service mean in the IT world? Dive into our blog to find out and share your perspective. Learn more today!
- [How to Get Your IT Support KPIs Right](https://www.sysaid.com/blog/service-desk/itsm-basics-getting-your-kpis-right): How you measure and improve your IT Support performance has never been more critical. But are you employing the right IT service desk measures?
- [6 Steps to Successfully Migrate Your Organization to Cloud](https://www.sysaid.com/blog/cloud/6-steps-to-successfully-migrate-your-organization-to-cloud): Discover the 6 essential steps for a successful organization migration to the cloud with SysAid. Read now
- [Are You Missing Out On the BI Opportunity with Your ITSM Tool?](https://www.sysaid.com/blog/general-it/are-you-missing-out-on-the-bi-opportunity-with-your-itsm-tool): Highlights of the current limitations of ITSM tool reporting and analytics capabilities and how the use of a BI tool.
- [2021 ITSM Predictions – It’s All About Digital Enablement](https://www.sysaid.com/blog/itsm/2021-itsm-predictions-its-all-about-digital-enablement): We have all been through so much in 2020. How we need to work has changed forever and, surprisingly, potentially for the better.
- [SysAid Named a Leader in 12 Categories in G2’s Fall 2020 Reports](https://www.sysaid.com/blog/sysaid/sysaid-named-a-leader-in-12-categories-in-g2s-fall-2020-reports): We’re very excited to announce that SysAid has been named a Leader in G2’s Service Desk and ITSM categories for Fall 2020.
- [How We Won the Tech Cares Award](https://www.sysaid.com/blog/sysaid/how-we-won-the-tech-cares-award): I'm flattered and grateful that TrustRadius honored SysAid with this award that recognizes companies for going the extra mile during COVID-19.
- [When Your Awesome Feature Turns Out to Be a By-Design Bug](https://www.sysaid.com/blog/sysaid/when-your-awesome-feature-turns-out-to-be-a-by-design-bug): Engage with customers to understand their needs, exchange innovative ideas, and create impactful new features. Discover it now.
- [Reap the Rewards of ITSM Tool Integrations](https://www.sysaid.com/blog/itsm/reap-the-rewards-of-itsm-tool-integrations): To help you improve the quality of service, to speed up operations, or to save money – this blog looks at how ITSM tool integrations can benefit you.

---


## Resources

- [Agentic AI & Responsible Adoption: Unveiling SysAid AI Agents](https://www.sysaid.com/resources/virtual-events-and-webinars/turbocharge-2025-with-agentic-ai-unveiling-sysaid-ai-agents): Built for your IT environment to proactively anticipate needs, make intelligent decisions, and take action, all while learning and adapting over time.
- [How Educational Institutions Can Improve Their IT Support](https://www.sysaid.com/resources/whitepapers/how-educational-institutions-can-improve-their-it-support): 
- [SMART 2024](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-2024): Join us at SysAid SMART'24 on November 19 to discover the latest trends and innovations in IT operations. Learn from industry experts, enhance your SysAid skills, and network with like-minded professionals.
- [Top 5 IT Metrics You Must Track: A Practical Guide to Collecting, Analyzing, and Reporting with SysAid Analytics](https://www.sysaid.com/resources/virtual-events-and-webinars/top-5-it-metrics-you-must-track-a-practical-guide-with-sysaid-bi-analytics): Tired of guessing when it comes to assessing ITSM performance? Want a clear, data-driven strategy to showcase your IT team’s value? Join us now
- [Empower your IT teams with AI and no-code tools!](https://www.sysaid.com/resources/videos/empower-your-it-teams-with-ai-and-no-code-tools): 
- [How SysAid Uses AI to Redefine IT Service Management](https://www.sysaid.com/resources/videos/how-sysaid-uses-ai-to-redefine-it-service-management): Discover why collaboration is crucial at the service desk with insights from SysAid.
- [Collaboration at the Service Desk Is Key, Not Compromise](https://www.sysaid.com/resources/videos/collaboration-at-the-service-desk-is-key-not-compromise-2): Discover why collaboration is crucial at the service desk with insights from SysAid.
- [Gen AI Under The Hood: Lessons Learned From 7,000 Active SysAid Copilot Users](https://www.sysaid.com/resources/virtual-events-and-webinars/gen-ai-under-the-hood-lessons-learned-from-7000-active-sysaid-copilot-users): Curious about Gen AI and its impact on ITSM? Join us for an in-depth look at SysAid Copilot's architecture and technology. Learn from real-world customer experiences and discover how Gen AI is revolutionizing IT Service Management.
- [Stop Firefighting, Start Thriving: Mastering IT Service Desk Excellence with Gen AI](https://www.sysaid.com/resources/virtual-events-and-webinars/mastering-it-service-desk-excellence-with-gen-ai): Join our upcoming webinar to learn how SysAid Copilot's AI Chatbot for Agents can transform your IT service desk overnight.
- [2024 ITSM Mega-Trends Report](https://www.sysaid.com/resources/ebooks/2024-sysaid-annual-report): State of Service Management Report Deep dive into the minds of 1,200+ IT professionals from across the globe to discover the winning tactics and trends you need to gain a competitive edge in the IT industry
- [Mega Trends in ITSM](https://www.sysaid.com/resources/virtual-events-and-webinars/mega-trends-in-itsm): Join this data-driven webinar to explore the top trends in IT service management (ITSM) and how generative AI is revolutionizing the user experience.
- [Panel Discussion: The Impact of AI in Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/panel-discussion-the-impact-of-ai-in-service-management): The Impact of AI in Service Management: Panel discussion on how AI is transforming IT service desks
- [Revolutionize Service Experiences with Gen AI in Microsoft Teams](https://www.sysaid.com/resources/virtual-events-and-webinars/revolutionize-service-experiences-with-gen-ai-in-microsoft-teams): Join us for this insightful webinar and discover how Gen AI within Microsoft Teams can revolutionize the service experiences you provide.
- [Product Roundup LIVE](https://www.sysaid.com/resources/virtual-events-and-webinars/product-roundup-live): Gain a 360° view look at next-generation AI features in our Product Roundup webinar. See live demos, and ask Product Managers your questions.
- [Gen AI Strategies for Superior Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/gen-ai-strategies-copilot): Discover firsthand how generative AI can take your service management to new heights. Learn innovative approaches to crafting and executing digital strategies to ultimately deliver superior service for unmatched customer satisfaction and operational excellence.
- [Turbocharge 2024 with AI unveiling SysAid Copilot](https://www.sysaid.com/resources/virtual-events-and-webinars/turbocharge-2024-with-ai-unveiling-sysaid-copilot): AI-powered ITSM in 2024: Join us on SysAid Copilot Launch Event. Boost MTTR, with meaningful AI Insights with Copilot and its cutting-edge generative AI
- [IT Onboarding Checklist](https://www.sysaid.com/resources/articles/it-onboarding-checklist): Start your new job with confidence! Our comprehensive IT onboarding checklist and expert tips ensure you’re fully prepared from day one.
- [What’s the difference between a Help Desk and a Service Desk?](https://www.sysaid.com/resources/articles/whats-the-difference-between-a-help-desk-and-a-service-desk): Learn the essential differences between help desks and service desks. Dive into our blog article today and enhance your IT support strategy!
- [SMART'23 | It’s All About Experience: How Generative AI Transforms Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-its-all-about-experience-how-generative-ai-transforms-service-management): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | Bringing IT All Together With One Integrated Service Desk](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-bringing-it-all-together-with-one-integrated-service-desk): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | Liberation: Putting AI to Work for Your Organization and Your People](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-liberation-putting-ai-to-work-for-your-organization-and-your-people): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | Case Study: A New Approach to IT Service in an Old City](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-case-study-a-new-approach-to-it-service-in-an-old-city): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | Case Study: Breaking Down Silos for Holistic Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-case-study-breaking-down-silos-for-holistic-service-management): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | Keynote: Tales from the Wild West - Former CIA CISO Shares Some Stories](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-keynote-tales-from-the-wild-west-former-cia-ciso-shares-some-stories): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | Closing Keynote: The Big Bang - Generative AI and Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-closing-keynote-the-big-bang-generative-ai-and-service-management): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | A Time to Shine: SMART Awards & Winners Panel](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-a-time-to-shine-smart-awards-winners-panel): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | Welcome to SMART 2023](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-welcome-to-smart-2023): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [SMART'23 | Welcome to Day Two](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-welcome-to-day-two): SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE
- [How to Successfully Implement Service Desk Software](https://www.sysaid.com/resources/articles/how-to-successfully-implement-service-desk-software): Learn the necessary steps to successfully implement service desk software & their importance to help optimize your organization’s customer service experience.
- [How to Successfully Implement Ticketing Software](https://www.sysaid.com/resources/articles/how-to-successfully-implement-ticketing-software): Learn how to successfully implement ticketing software throughout pre-implementation, ticketing software set up, & post ticketing software implementation.
- [How to Select a New Service Desk](https://www.sysaid.com/resources/articles/how-to-select-a-new-service-desk): Learn what you should consider before selecting a new service desk such as service desk features and options, service desk cost, user feedback, and more.
- [How to Successfully Implement Help Desk Software](https://www.sysaid.com/resources/articles/how-to-successfully-implement-help-desk-software): Learn the necessary steps to successfully implement help desk software & their importance to help optimize your organization’s customer service experience.
- [Reach for the Cloud [Healthcare]](https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-healthcare): Healthcare was long deemed unfit for Cloud migration. After all, worrying about complying with HIPAA and GDPR regulations alone would give any SysAdmin anxiety, and for good reason. This webinar will provide you with data-based insights about healthcare cloud migration, along with addressing regulatory compliance and patient privacy concerns.
- [How to Successfully Implement ITSM Software](https://www.sysaid.com/resources/articles/how-to-successfully-implement-itsm-software): Learn the steps you need to take to successfully implement ITSM software, streamline your IT processes and make the most out of your IT tools.
- [How to Integrate IT Asset Management With Your Service Desk](https://www.sysaid.com/resources/articles/how-to-integrate-it-asset-management-with-your-service-desk): Learn how to integrate IT asset management (ITAM) softwares with your service desk to allow for a seamless integration while boosting your IT efficiency.
- [2023 State of Service Management Report](https://www.sysaid.com/resources/ebooks/2023-state-of-service-management-report): State of Service Management Report Deep dive into the minds of 1,200+ IT professionals from across the globe to discover the winning tactics and trends you need to gain a competitive edge in the IT industry.
- [Reach for the Cloud [Public Sector]](https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-public): 2023 data and actionable tips for safe and compliant Cloud migration for Public Sector organizations
- [Reach for the Cloud [Manufacturing]](https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-manufacturing): AWS Best Practices & Expert Tips For the Manufacturing Sector
- [Barrachd Sets up Their End Users for Success with SysAid](https://www.sysaid.com/resources/video-testimonials/barrachd-sets-up-their-end-users-for-success-with-sysaid): Boost end-user success with SysAid. Learn how SysAid can enhance user experience and efficiency.
- [Priory Group's IT prioritizes flexibility and ease of use with SysAid](https://www.sysaid.com/resources/video-testimonials/priory-groups-it-prioritizes-flexibility-and-ease-of-use-with-sysaid): Priory Group prioritizes flexible IT solutions with SysAid for enhanced efficiency and productivity.
- [The A&A Group Utilizes SysAid’s Workflows to Optimize Their Business](https://www.sysaid.com/resources/video-testimonials/the-aa-group-utilizes-sysaids-workflows-to-optimize-their-business): Discover how the A&A Group maximizes business efficiency with SysAid's workflows.
- [University of London Saves Big with SysAid](https://www.sysaid.com/resources/video-testimonials/university-of-london-saves-big-with-sysaid): 
- [Omni ISG unifies their IT with SysAid, boosting efficiency](https://www.sysaid.com/resources/video-testimonials/omni-isg-unifies-their-it-with-sysaid-boosting-efficieny): Boost IT Efficiency with Confidence: Learn More About the Omni ISG & SysAid Partnership!
- [Spectrum Health's IT Blossoms with SysAid's ITIL-Aligned Tools](https://www.sysaid.com/resources/video-testimonials/spectrum-healths-it-blossoms-with-sysaids-itil-aligned-tools): Discover how Spectrum Health's IT flourishes with SysAid's ITIL-aligned tools. Learn more in this article by SysAid.
- [Bacardi conquers business after applying SysAid’s IT principles](https://www.sysaid.com/resources/video-testimonials/bacardi-conquers-business-after-applying-sysaids-it-principles): Explore how Bacardi utilizes SysAid's IT principles for effective business operations.
- [Sense redefines what customizable IT means with SysAid](https://www.sysaid.com/resources/video-testimonials/sense-redifines-what-customizable-it-means-with-sysaid): Discover how Sense redefines IT with SysAid in this insightful article.
- [Scope’s budgeting is made easy with SysAid](https://www.sysaid.com/resources/video-testimonials/scopes-budgeting-is-made-easy-with-sysaid): 
- [Scope sees IT all with SysAid’s revolutionary Asset Management](https://www.sysaid.com/resources/video-testimonials/scope-sees-it-all-with-sysaids-revolutionary-asset-management): Discover how Scope Sees All with SysAid Asset Management. Unlock the power of SysAid for comprehensive asset management.
- [MobileEye streamlines IT processes with SysAid](https://www.sysaid.com/resources/video-testimonials/mobileeye-streamlines-it-processes-with-sysaid): 
- [SMART'22 | Digital Employee Experience: The Opportunity for IT to Transform How We Work](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-digital-employee-experience-the-opportunity-for-it-to-transform-how-we-work): Join us at SysAid SMART 2022, the annual virtual conference showcasing the latest trends and innovations in IT service management.
- [SMART'22 | The Future of Cloud with AWS](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-the-future-of-cloud-with-aws): SysAid SMART 2022, Annual Virtual Conference, Join AWS expert Jerry Pang, who will be sharing his personal insights and predictions on the future of Cloud.
- [SMART'22 | Reimagining Employee Experience: SysAid for Teams](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-reimagining-employee-experience-sysaid-for-teams): Join SysAid SMART 2022 Annual Virtual Conference for the latest insights and trends in IT service management.
- [SMART'22 | How Innovation in IT Translates into Real Impact](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-how-innovation-in-it-translates-into-real-impact): SysAid SMART 2022: Join our annual virtual conference for the latest insights and trends in the industry.
- [SMART'22 | ITIL 4 is not about changing what we do - it’s about changing how we do it](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-itil-4-is-not-about-changing-what-we-do-its-about-changing-how-we-do-it): SysAid SMART 2022 - Annual Virtual Conference: Join us for the latest in IT service management innovations and trends.
- [SMART'22 | The Future of Service Management: A Tale of Two Futures](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-the-future-of-service-management-a-tale-of-two-futures): Join the SysAid SMART 2022 Annual Virtual Conference for the latest insights and trends in IT service management.
- [SMART'22 | Awards Ceremony & Winners Panel Discussion](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-awards-ceremony-winners-panel-discussion): Join us at SMART'22 for the Awards Ceremony & Winners Panel Discussion hosted by SysAid. Get inspired by the brightest minds in the industry!
- [SMART'22 | A Word to Customers from SysAid CEO](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-a-word-to-customers-from-sysaid-ceo): SysAid SMART 2022, ANNUAL VIRTUAL CONFERENCE
- [SMART'22 | Opening and Welcome from SysAid CEO](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-opening-and-welcome-from-sysaid-ceo): SysAid SMART 2022, ANNUAL VIRTUAL CONFERENCE
- [The Ever Enjoyable Erik Snider](https://www.sysaid.com/resources/podcasts/the-ever-enjoyable-erik-snider): IT After Hours Podcast: 2022 IT Trends with Ben Brennan & Erik Snider
- [Launch Event: SysAid for Teams](https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-for-teams): Join us to hear SysAid’s CEO visionary keynote, an insightful customers panel, and a real talk on how to make your employees happier. Together, let's reimagine the employee experience.
- [Employee Experience Through An ITSM Lens: What’s The Secret?](https://www.sysaid.com/resources/articles/employee-experience-through-an-itsm-lens-whats-the-secret): Learn what employee experience is, why it’s important, and how ITSM can help you to provide the ultimate employee experience.
- [2022 State of Service Management](https://www.sysaid.com/resources/infographics/2022-state-of-service-management-infographics): First-hand insights, outcome, and technology trends from over 1,200+ IT peers to successfully navigate 2022.
- [The Complete Guide to Automated Chatbots for ITSM](https://www.sysaid.com/resources/articles/the-complete-guide-to-automated-chatbots-for-itsm): Automated chatbots are useful to increase sales, service productivity, and efficiency. But how do they relate to ITSM? Find out here.
- [What is ITSM](https://www.sysaid.com/resources/articles/what-is-itsm): IT Service Management (ITSM) is a process used to manage the activities involved in designing, creating, delivering, supporting & managing IT services.
- [2022 State Of Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/2022-state-of-service-management): We asked +1200 professionals to share their insights on IT. They’ve spared nothing. The Data's out. And it's a big one.
- [Workflow Automation](https://www.sysaid.com/resources/articles/workflow-automation): Discover Workflow Automation with definitions, examples, benefits, comparisons, and more. Learn everything you need to know.
- [SMART'21 | SysAid SMART - It’s All About the Love!](https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-smart-its-all-about-the-love): 
- [SMART'21 | SysAid Workshop: How Do You Know You're Doing a Good Job?](https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-workshop-how-do-you-know-youre-doing-a-good-job): Join SMART'21 Workshop on Good Job Assessment by SysAid for insightful discussions.
- [SMART'21 | SysAid Workshop: Troubleshooting Your Asset Management](https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-workshop-troubleshooting-your-asset-management): Join SMART'21 Workshop on Asset Management Troubleshooting for expert insights and solutions.
- [SMART'21 | Case Study: Automating Staff Onboarding & Offboarding](https://www.sysaid.com/resources/virtual-events-and-webinars/case-study-automating-staff-onboarding-offboarding): Automate staff onboarding and offboarding with this SMART'21 case study featuring SysAid.
- [SMART'21 | Reimagining the Virtual Workplace](https://www.sysaid.com/resources/virtual-events-and-webinars/reimagining-the-virtual-workplace): 
- [SMART'21 | Giving CPR Can Save Your IT & Business Health](https://www.sysaid.com/resources/virtual-events-and-webinars/giving-cpr-can-save-your-it-business-health): Learn how giving CPR can save your IT and business health in SMART'21 by SysAid.
- [SMART'21 | Lessons Learned from Two Decades of Tool Implementation](https://www.sysaid.com/resources/virtual-events-and-webinars/lessons-learned-from-two-decades-of-tool-implementation): Discover valuable insights from two decades of tool implementation in SMART'21 by SysAid.
- [SMART'21 | Is Service Automation the Future of ITSM?](https://www.sysaid.com/resources/virtual-events-and-webinars/is-service-automation-the-future-of-itsm): SMART'21: Discover the latest in Service Automation for IT Service Management with SysAid.
- [SMART'21 | What Does It Mean to Be Employee-Centric in the Digital Workspace?](https://www.sysaid.com/resources/virtual-events-and-webinars/what-does-it-mean-to-be-employee-centric-in-the-digital-workspace): The digital workspace has evolved from a concept to a reality for business, and IT is at the frontline of this change. SysAid SMART 2021.
- [SMART'21 | The Future Is Fast and Transformation Is Key](https://www.sysaid.com/resources/virtual-events-and-webinars/the-future-is-fast-and-transformation-is-key): SMART'21: Explore the Fast Future Transformation with SysAid in this insightful session.
- [The Way & Where You Want IT. SysAid’s New Release](https://www.sysaid.com/resources/virtual-events-and-webinars/the-way-and-where-you-want-it-sysaids-new-release): Introducing SysAid’s newest features including Zapier integration—for automating processes across your favorite business applications.
- [Your Guide to building a Digital Workspace](https://www.sysaid.com/resources/virtual-events-and-webinars/your-guide-to-building-a-digital-workspace): The challenges and opportunities of the digital workspace and IT’s key role in the transformation.
- [Get Your Self-Service Charged Up!](https://www.sysaid.com/resources/virtual-events-and-webinars/get-your-self-service-charged-up): WORKSHOP: I DIDN'T KNOW I CAN DO THAT
- [Eliminate Complexities of Ticket Management with Built-In ITAM](https://www.sysaid.com/resources/virtual-events-and-webinars/eliminate-complexities-of-ticket-management-with-built-in-itam): Streamline IT ticketing with SysAid's IT Asset Management (ITAM). Auto-populate data & optimize workflows for faster resolution.
- [Get more visibility, make better decisions](https://www.sysaid.com/resources/virtual-events-and-webinars/get-more-visibility-make-better-decisions): WORKSHOP: I DIDN'T KNOW I CAN DO THAT
- [Digital Workflows 201](https://www.sysaid.com/resources/virtual-events-and-webinars/digital-workflows-201): WORKSHOP: I DIDN'T KNOW I CAN DO THAT
- [Reduce COVID-19 self-reporting burdens and compliance risk](https://www.sysaid.com/resources/virtual-events-and-webinars/reduce-covid-19-self-reporting-burdens-and-compliance-risk): Learn how to use the new Worksafe app, which simplifies daily self-reporting of location and health status, while automatically alerting management to potential exposure at work.
- [Creating amazing self-service experiences](https://www.sysaid.com/resources/virtual-events-and-webinars/creating-amazing-self-service-experiences): 
- [Jump-start your remote support](https://www.sysaid.com/resources/virtual-events-and-webinars/jump-start-your-remote-support): 
- [The ‘New Normal’ Automation boom](https://www.sysaid.com/resources/virtual-events-and-webinars/the-new-normal-automation-boom): One thing that’s clear; COVID-19 will herald an automation boom. Take advantage of advanced automation to take your service desk to the next level.
- [2021 State of Service Management Report](https://www.sysaid.com/resources/ebooks/2021-state-of-service-management-report): Uncover the latest insights, outcomes, and trends in research conducted among over 1,000 IT professionals across industries around the globe.
- [ITSM Podcast: Do You Deliver Valuable Services, or Just Technology?](https://www.sysaid.com/resources/podcasts/itsm-podcast-do-you-deliver-valuable-services-or-just-technology): Listen to ITSM expert Stuart Rance's podcast as he breaks down the basics in his soothing voice.
- [ITSM Podcast: The 9 Guiding Principles of ITIL Practitioner](https://www.sysaid.com/resources/podcasts/itsm-podcast-the-9-guiding-principles-of-itil-practitioner): ITSM guru Stuart Rance podcasts, The 9 Guiding Principles of ITIL Practitioner
- [ITSM Podcast: Start Where You Are](https://www.sysaid.com/resources/podcasts/itsm-podcast-start-where-you-are): ITSM guru Stuart Rance podcasts, explaining a few of the basics...in his own serenading voice.
- [Save Time with Automation](https://www.sysaid.com/resources/videos/save-time-with-automation): Save Time with Automation - Watch SysAid's video on saving time with automation in IT service management and streamline your workflow today.
- [Collaboration at the Service Desk Is Key, Not Compromise](https://www.sysaid.com/resources/videos/collaboration-at-the-service-desk-is-key-not-compromise): Discover why collaboration is crucial at the service desk with insights from SysAid.
- [Joe the IT Guy Learns to Be Proactive](https://www.sysaid.com/resources/videos/joe-the-it-guy-learns-to-be-proactive): Joe the IT Guy Learns to Be Proactive - Join Joe the IT Guy on his journey to becoming proactive in IT service management. Watch the video for tips.
- [Stuart Rance ITSM Tip #13: Which ITIL Processes Should You Start With?](https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-13-our-customers-needs): Stuart Rance ITSM Tip #13: Learn how ITIL processes begin with SysAid.
- [Stuart Rance ITSM Tip #12: Change Management Best Practices](https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-12-change-management-best-practices): Discover Stuart Rance's IT Service Management Tip #12 on Change Management with insights on SysAid.
- [Stuart Rance ITSM Tip #11: Why Should You Practice Availability Management](https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-11-why-should-you-practice-availability-management): Get insights on Change Management with Stuart Rance's ITSM Tip #11 on SysAid.
- [Stuart Rance ITSM Tip #10: Shift-Left Concept](https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-10-shift-left-concept): Explore the insights and expertise of renowned ITSM thought leader Stuart Rance. Learn about the latest trends and best practices in IT Service Management.
- [Stuart Rance ITSM Tip #9: Share Your Knowledge](https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-9-share-your-knowledge): ITSM Tip: Share Your Knowledge - Gain insights from Stuart Rances on sharing knowledge effectively in IT service management.
- [Stuart Rance ITSM Tip #8: Set the Right Expectations](https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-8-set-the-right-expectations): Stuart Rance shares ITSM Tip #8: Setting the Right Expectations in this SysAid article.
- [Stuart Rance ITSM Tip #7: How to Choose a Framework](https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-7-how-to-choose-a-framework): 

---


## News

- [SysAid Announces General Availability of Agentic AI Platform with AI Agents for ITSM — Easy to Use, Secure, and with Enterprise-Grade Capabilities](https://www.sysaid.com/news/sysaid-announces-general-availability-of-agentic-ai-platform-with-ai-agents-for-itsm-easy-to-use-secure-and-with-enterprise-grade-capabilities): 
- [SysAid Wins 2025 Stevie Awards for Sales & Customer Service Among Over 2,100 Nominations Across Industries](https://www.sysaid.com/news/sysaid-wins-2025-stevie-awards-customer-service): 
- [SysAid Enhances AI-Driven ITAM with Advanced Discovery, Powered by Partnership with Lansweeper](https://www.sysaid.com/news/sysaid-enhances-ai-driven-itam-with-advanced-discovery-powered-by-partnership-with-lansweeper): 
- [SysAid Copilot Customers Showcase Significant Productivity Gains with AI-Powered ITSM](https://www.sysaid.com/news/sysaid-copilot-customers-showcase-significant-productivity-gains-with-ai-powered-itsm): SysAid Recognized in 2025 Gartner® Innovation Guide for Generative AI Technologies
- [SysAid Welcomes Softchoice as Partner to Deliver AI-Powered ITSM Solutions to Its Customers](https://www.sysaid.com/news/sysaid-welcomes-softchoice-as-partner-to-deliver-ai-powered-itsm-solutions-to-its-customers): 
- [SysAid Recognized as one of the Emerging Leaders in the 2024 Gartner® Innovation Guide for Generative AI Report Technologies](https://www.sysaid.com/news/sysaid-recognized-as-one-of-the-emerging-leaders-in-the-2024-gartner-innovation-guide-for-generative-ai-report-technologies): 
- [SysAid Copilot Named a Winner of the 2024 Generative AI Product of the Year Award](https://www.sysaid.com/news/sysaid-copilot-named-a-winner-of-the-2024-generative-ai-product-of-the-year-award): SysAid today announced that its innovative IT service management (ITSM) solution, SysAid Copilot, has been named a winner of the 2024 Generative AI Product of the Year Award by global media company TMC
- [SysAid Now Available on AWS Marketplace, Extending Reach and Streamlining IT Procurement for Customers](https://www.sysaid.com/news/sysaid-now-available-on-aws-marketplace-extending-reach-and-streamlining-it-procurement-for-customers): 
- [SysAid is recognized as a Sample Vendor in the Gartner® Hype Cycle™ for IT Management Intelligence, 2024, and Gartner Hype Cycle for ITSM, 2024, in the Operations Assistant Category](https://www.sysaid.com/news/sysaid-is-recognized-as-a-sample-vendor-in-the-gartner-hype-cycle-for-it-management-intelligence-2024-and-gartner-hype-cycle-for-itsm-2024-in-the-operations-assistant-category): 
- [BDO South Africa Transitions to SysAid, Upgrading Its Legacy Enterprise Service Management Platform](https://www.sysaid.com/news/bdo-south-africa-transitions-to-sysaid-upgrading-its-legacy-enterprise-service-management-platform): 
- [SysAid Hits 100+ Customer Milestone for SysAid Copilot and Continues to Release Innovative Features Enhancing it’s Gen-AI Driven IT Service Management Offering](https://www.sysaid.com/news/sysaid-hits-100-customer-milestone-for-sysaid-copilot-and-continues-to-release-innovative-features-enhancing-its-gen-ai-driven-it-service-management-offering): SysAid announces a significant milestone with over 100 organizations using SysAid Copilot. The latest AI-driven enhancements, including Image Analysis from Chatbot, redefine IT Service Management, streamlining workflows, and boosting efficiency. Discover how SysAid continues to lead in ITSM innovation.
- [TrustRadius Awards SysAid with Prestgious 2024 Tech Cares Award](https://www.sysaid.com/news/trustradius-awards-sysaid-with-prestgious-2024-tech-cares-award): The TrustRadius Tech Cares Award is granted annually to a select group of innovative businesses dedicated to excellence in Corporate Social Responsibility (CSR)
- [From End Users to Agents: SysAid Continues to Innovate and Transform the IT Service Management Experience by Unveiling its AI Chatbot for Agents ](https://www.sysaid.com/news/from-end-users-to-agents-sysaid-continues-to-innovate-and-transform-the-it-service-management-experience-by-unveiling-its-ai-chatbot-for-agents): SysAid redefines IT service management with its AI Chatbot for Admins, offering instant solutions, reduced MTTR, and a more efficient admin experience.
- [SysAid Strengthens Executive Team with Strategic Appointments: Paul Snelson as Senior Vice President of Sales and Nitai Fine as Vice President of Product](https://www.sysaid.com/news/sysaid-strengthens-executive-team-with-strategic-appointments-paul-snelson-as-senior-vice-president-of-sales-and-nitai-fine-as-vice-president-of-product): SysAid, announces key executive appointments: Paul Snelson as Senior Vice President of Sales and Nitai Fine as Vice President of Product.
- [SysAid expands its global footprint, announcing a new strategic partnership with BDO in South Africa, bringing Generative AI-Powered ITSM to new regions](https://www.sysaid.com/news/sysaid-continues-to-expand-its-global-footprint-announcing-a-new-strategic-partnership-with-bdo-in-south-africa-bringing-generative-ai-powered-it-service-management-to-new-regions): SysAid partners with BDO in South Africa to bring cutting-edge AI for ITSM, delivering unparalleled value to organizations of all sizes in the region.
- [SysAid Copilot, Enhanced with Gen- AI Powered Features, Gains Unparalleled Momentum, with Dozens of Deals Signed](https://www.sysaid.com/news/sysaid-copilot-enhanced-with-new-generative-ai-powered-features-fuels-unparalleled-business-momentum-with-dozens-of-signed-deals): Discover the transformative power of SysAid Copilot, the next-gen solution revolutionizing IT teams' efficiency and organizational productivity.
- [SysAid expands globally with Hatchit Studios, bringing AI-powered ITSM to Australia & New Zealand](https://www.sysaid.com/news/sysaid-continues-to-expand-its-global-footprint-through-a-new-strategic-partnership-with-hatchit-studios-introducing-generative-ai-powered-it-service-management-to-the-australian-and-new-zealand-mark): SysAid partners with Hatchit Studios to introduce SysAid Copilot, its advanced generative AI solution, to the ANZ market.
- [New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management  ](https://www.sysaid.com/news/new-sysaid-copilot-counters-ineffective-chatbot-deployments-with-next-gen-generative-ai-powered-it-service-management): New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management - SysAid
- [Consist and SysAid announce a new partnership bringing the power of advanced Generative AI-based IT Service Management to the DACH region](https://www.sysaid.com/news/consist-and-sysaid-announce-a-new-partnership-bringing-the-power-of-advanced-generative-ai-based-it-service-management-to-the-dach-region): Consist and SysAid announce a new partnership bringing the power of advanced Generative AI-based IT Service Management to the DACH region - SysAid
- [TrustRadius Honors SysAid with Coveted 2023 Tech Cares Award](https://www.sysaid.com/news/trustradius-honors-sysaid-with-coveted-2023-tech-cares-award): SysAid receives the prestigious 2023 Tech Cares Award from TrustRadius. Learn more about this recognition!
- [SysAid Recognized by SIIA as Best IT Management Solution](https://www.sysaid.com/news/sysaid-recognized-by-siia-as-best-it-management-solution): SysAid awarded Best IT Management Solution by SIIA - Learn more about SysAid's recognition here.
- [SysAid Recognized in Enterprise Service Management Landscape, Q2 Report](https://www.sysaid.com/news/sysaid-recognized-in-enterprise-service-management-landscape-q2-report): Technology leaders with an understanding of the value, expect from an ESM vendor, learn how vendors differ, and investigate options based on market focus.
- [SysAid appoints Avi Kedmi as new Chief Executive Officer](https://www.sysaid.com/news/sysaid-appoints-avi-kedmi-as-new-chief-executive-officer): SysAid, a leading provider of IT service automation, announced today that Avi Kedmi has been named as its new Chief Executive Officer.
- [SysAid is recognized as a 2023 Gartner Peer Insights™ Customers’ Choice for IT Service Management Platforms for Midsize Enterprise](https://www.sysaid.com/news/sysaid-is-recognized-as-a-2023-gartner-peer-insights-customers-choice-for-it-service-management-platforms-for-midsize-enterprise): SysAid is recognized as a 2023 Gartner Peer Insights™ Customers’ Choice for IT Service Management Platforms for Midsize Enterprise - SysAid
- [SysAid Is Again Recognized in Gartner’s Magic Quadrant for IT Service Management Tools](https://www.sysaid.com/news/sysaid-is-again-recognized-in-gartners-magic-quadrant-for-it-service-management-tools): SysAid Is Again Recognized in Gartner’s Magic Quadrant for IT Service Management Tools - SysAid
- [SysAid Joins AWS ISV Accelerate Program](https://www.sysaid.com/news/sysaid-joins-aws-isv-accelerate-program): SysAid Launches SysAid for Teams, a conversational chatbot in Microsoft Teams to improve employees’ experience, anywhere.
- [SysAid Joins AWS ISV Workload Migration Program](https://www.sysaid.com/news/sysaid-joins-aws-isv-workload-migration-program): Streamline Your Cloud Operations with SysAid & AWS! This integration is a unified platform for managing IT services and resources in the AWS cloud.
- [SysAid and Oomnitza Partner to Provide Customers with Insights and Management Across Enterprise Technology and Services](https://www.sysaid.com/news/sysaid-and-oomnitza-partner-to-provide-customers-with-insights-and-management-across-enterprise-technology-and-services): Stay informed on the 2022 State of Service Management with SysAid. Gain insights and trends in service management practices.
- [SysAid is recognized as a 2022 Gartner® Peer Insights™ Customers’ Choice for IT Service Management Tools](https://www.sysaid.com/news/sysaid-is-recognized-as-a-2022-gartner-peer-insights-customers-choice-for-it-service-management-tools): Discover why Employee Experience is a top ITSM priority for 2022 in the latest SysAid report.
- [SysAid Report Finds Improving the Employee Experience as a Top ITSM Priority in 2022](https://www.sysaid.com/news/sysaid-report-finds-improving-the-employee-experience-as-a-top-itsm-priority-in-2022): Employee Experience named as a Top ITSM Priority in 2022 in SysAid report
- [SysAid Is Recognized in Gartner’s Magic Quadrant for IT Service Management Tools](https://www.sysaid.com/news/sysaid-is-recognized-in-gartners-magic-quadrant-for-it-service-management-tools): SysAid forms strategic partnerships to address the rising need for ITIL-compliant service automation solutions, empowering IT professionals.
- [SysAid expands its global footprint by partnering with leading software resellers, bringing the digital workspace to companies of all sizes](https://www.sysaid.com/news/sysaid-expands-its-global-footprint-by-partnering-with-leading-software-resellers-bringing-the-digital-workspace-to-companies-of-all-sizes): SysAid expands its global reach by partnering with leading software resellers, bringing digital workspace solutions to companies worldwide.
- [Service automation takes over as top priority in 2021 for IT organizations, according to SysAid customer survey](https://www.sysaid.com/news/service-automation-takes-over-as-top-priority-in-2021-for-it-organizations-according-to-sysaid-customer-survey): Of the 1,011 customers who participated in SysAid’s survey, 56% ranked the use of automation to improve productivity as their number one goal for the year
- [SysAid Named Best Ticketing Software Company of 2021 by Digital.com](https://www.sysaid.com/news/sysaid-named-best-ticketing-software-company-of-2021-by-digital-com): The platform was highlighted among the most reliable systems for tracking and resolving customer requests
- [SysAid Earns the 2020 Tech Cares Award From TrustRadius](https://www.sysaid.com/news/sysaid-earns-the-2020-tech-cares-award-from-trustradius): SysAid Wins 2020 Tech Cares Award: Recognized for exceptional customer support by TrustRadius.
- [SysAid Launches Worksafe App to Reduce COVID-19 Self-Reporting Burdens and Compliance Risk as Employees Return to Work](https://www.sysaid.com/news/sysaid-launches-worksafe-app-to-reduce-covid-19-self-reporting-burdens-and-compliance-risk-as-employees-return-to-work): Learn how SysAid's Worksafe app simplifies COVID-19 self-reporting for returning employees, reducing compliance risk and administrative burdens.
- [SysAid Wins SIIA Award for Best IT Management Solution](https://www.sysaid.com/news/sysaid-wins-siia-award-for-best-it-management-solution): As employees start to return to offices, stores, and factories, SysAid’s free Worksafe app simplifies employees’ daily self-reporting requirements.
- [SysAid Unveils Workflow Designer, the Easiest Way to Create, Share, and Optimize Digital Processes](https://www.sysaid.com/news/sysaid-unveils-workflow-designer-the-easiest-way-to-create-share-and-optimize-digital-processes): SysAid Unveils Workflow Designer: Easiest way to create, share, and optimize digital processes.
- [SysAid Launches Refreshed UI Designed to Accelerate Ticket Resolution](https://www.sysaid.com/news/sysaid-launches-refreshed-ui-designed-to-accelerate-ticket-resolution): Simplify employee health checks & ensure compliance. Free Worksafe app by SysAid flags risks & locks accounts
- [SysAid Launches Partner Program to Meet Demand for a Comprehensive, Mid-Market ITSM Solution](https://www.sysaid.com/news/sysaid-launches-partner-program-to-meet-demand-for-a-comprehensive-mid-market-itsm-solution): SysAid Launches Partner Program: Providing comprehensive ITSM solutions for the mid-market.
- [Housing 21 and SysAid Win HDI Award for Advancing Elderly Care Across the UK](https://www.sysaid.com/news/housing-21-and-sysaid-win-hdi-award-for-advancing-elderly-care-across-the-uk): Housing 21 wins HDI award for smoother IT changes! See how SysAid helped them improve service delivery.
- [SysAid Ranks #1 in G2 Momentum Grid® for Service Desk](https://www.sysaid.com/news/sysaid-ranks-1-in-g2-momentum-grid-for-service-desk): SysAid Ranks #1 in G2 Momentum Grid: Leading the way in service desk software user satisfaction
- [SysAid Unveils Automate Joe, Built-in Service Orchestration for ITSM](https://www.sysaid.com/news/sysaid-unveils-automate-joe-built-in-service-orchestration-for-itsm): Automate repetitive IT tasks! SysAid Automate Joe simplifies service delivery across your IT infrastructure
- [SysAid Wins Gold Medal in IT Service Management from Info-Tech](https://www.sysaid.com/news/sysaid-wins-gold-medal-in-it-service-management-from-info-tech): SysAid placed at the top of the ITSM pack with 100% of reviewers planning to renew their service
- [SysAid Survey Reveals a Strong Correlation Between Appreciation and Wellbeing in ITSM Organizations](https://www.sysaid.com/news/sysaid-survey-reveals-a-strong-correlation-between-appreciation-and-wellbeing-in-itsm-organizations): Show you care, boost IT wellness! SysAid survey finds appreciation key to employee wellbeing.
- [SysAid announces $30 million investment to deepen its commitment to improving productivity of IT and operations in mid-market organizations](https://www.sysaid.com/news/sysaid-announces-30-million-investment-to-deepen-its-commitment-to-improving-productivity-of-it-and-operations-in-mid-market-organizations): The investment by leading tech growth fund IGP will accelerate SysAid's growth in the ITSM market and beyond
- [SysAid Service Desk Ranks in Top 5 for Implementation and Ease-of-Use on G2 Crowd](https://www.sysaid.com/news/sysaid-service-desk-ranks-in-top-5-for-implementation-and-ease-of-use-on-g2-crowd): G2 Recognizes SysAid as a Leader in Service Desk Solutions! Get the award-winning IT service management you deserve.
- [SysAid Recognized as a Leader in the Israel Tech Scene by G2 Crowd](https://www.sysaid.com/news/sysaid-recognized-as-a-leader-in-the-israel-tech-scene-by-g2-crowd): Strong user ratings place SysAid among the top five B2B tech companies in Israel

---

#
# Detailed Content


## Pages

### Get Calendar

- Published: 2025-03-12
- Modified: 2025-03-26
- URL: https://www.sysaid.com/get-calendar

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---

### Lansweeper

> The SysAid Advanced Discovery solution powered by Lansweeper eliminates blind spots by bringing real-time asset intelligence into your ITSM workflows

- Published: 2025-02-25
- Modified: 2025-03-23
- URL: https://www.sysaid.com/it-service-management-software/lansweeper

The SysAid Advanced Discovery solution powered by Lansweeper eliminates blind spots by bringing real-time asset intelligence into your
ITSM workflows.



---

### SysAid Partners - Join Our Global Network

> Join SysAid's partner network to deliver exceptional, AI-enhanced IT service solutions globally and grow your revenue.

- Published: 2025-02-06
- Modified: 2025-02-06
- URL: https://www.sysaid.com/company/sysaid-partners-join-our-global-network

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---

### SysAid AI Agent Builder

> AI Agent Builder can take actions, automate tasks, and drive seamless service experiences across your organization.

- Published: 2025-01-29
- Modified: 2025-03-26
- URL: https://www.sysaid.com/ai-agent-builder

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---

### About us

> Discover how SysAid innovates in ITSM across various industries. If you’ve never heard about us, click here to learn more!

- Published: 2025-01-23
- Modified: 2025-04-28
- URL: https://www.sysaid.com/company/about-us

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---

### CSR

> Discover SysAid's CSR initiatives that celebrate diversity and inclusion, empower communities through volunteer efforts, and prioritize employee wellbeing with innovative programs and benefits.

- Published: 2024-12-30
- Modified: 2025-03-12
- URL: https://www.sysaid.com/company/about-us/csr



---

### Privacy Policy

> Ensure your privacy is respected. Take a minute to understand our data practices in the Privacy Policy.

- Published: 2024-09-24
- Modified: 2024-10-07
- URL: https://www.sysaid.com/privacy-policy



---

### SysAid is officially certified by PinkVERIFY

> SysAid is officially certified by Pink VERIFY - The Industry’s #1 Stamp of Approval for IT Service Management (ITSM) Tools

- Published: 2024-09-03
- Modified: 2024-09-05
- URL: https://www.sysaid.com/it-service-management-software/sysaid-is-officially-certified-by-pink-verify



---

### SysAid Copilot for Agents

> Discover SysAid Copilot for Agents – your AI-powered ally for streamlined IT support. With real-time issue detection, task automation, and multi-language capabilities and more

- Published: 2024-08-29
- Modified: 2024-12-10
- URL: https://www.sysaid.com/sysaid-copilot/sysaid-copilot-for-agents



---

### SysAid Copilot for End Users

> Discover SysAid Copilot for End Users. Our AI-powered chatbot provides 24/7 support with intuitive image analysis, task automation, and multi-language capabilities. Explore SysAid Copilot today.

- Published: 2024-08-21
- Modified: 2024-12-10
- URL: https://www.sysaid.com/sysaid-copilot/sysaid-copilot-for-end-users



---

### SysAid Copilot

> Empower your admins with generative AI so they can deliver consumer-grade support to end users automagically

- Published: 2024-08-20
- Modified: 2025-02-26
- URL: https://www.sysaid.com/sysaid-copilot

Master SysAid Copilot with our Comprehensive Training Program This certification program is designed to upskill service desk agents eager to harness the power of generative AI and SysAid Copilot. The course provides a deep understanding of how this technology works and how to optimize your SysAid Copilot experience. Level 1: AI Fundamentals for Agents Gain a solid foundation in Generative AI Understand the power of Large Language Models Learn to effectively use SysAid Copilot's AI Chatbot with step-by-step demonstrations Level 2*: AI Administration for Advanced Users Dive deeper into SysAid Copilot with no-code customization Optimize user experience, ticket management, and performance measurement *Prerequisite: Completion of Level 1 Certification Reach out to your SysAid representative to learn how to sign up!

---

### PeopleCert Accredited ITIL Tool Vendor

> SysAid is proud to be officially certified by PeopleCert as an ITIL 4 Accredited Tool Vendor. Discover our comprehensive IT Service Management solutions, designed to meet the highest standards and best practices in the industry.

- Published: 2024-08-01
- Modified: 2024-08-06
- URL: https://www.sysaid.com/it-service-management-software/peoplecert-accredited-itil-tool-vendor



---

### AI Chatbot via MS Teams

> Wow end users with easy and conversational support directly from within the familiar interface of Microsoft Teams.

- Published: 2024-04-24
- Modified: 2024-07-21
- URL: https://www.sysaid.com/it-service-management-software/ai-chatbot-via-ms-teams



---

### SYSAID AI SERVICES – TERMS AND CONDITIONS

> Get Started Risk-Free: Understand SysAid AI Services Terms and Conditions license agreement.

- Published: 2024-02-25
- Modified: 2025-03-25
- URL: https://www.sysaid.com/support/sysaid-documentation/sysaid-copilot-terms-and-conditions



---

### Interactive experience

> Interactive - Discover SysAid's interactive tools and resources designed to enhance your IT service management experience.

- Published: 2024-02-22
- Modified: 2024-06-06
- URL: https://www.sysaid.com/interactive

Welcome to SysAid Interactive Product Tour

---

### Home

> Explore SysAid's AI-powered ITSM platform. Automate workflows and optimize IT service delivery. Get started today!

- Published: 2024-01-25
- Modified: 2025-04-09
- URL: https://www.sysaid.com/

#b-lp-hero-1 . c-link {display: none;} . content-ai { padding: 90px 0; background-color: #0F3329; position: relative; overflow: hidden; } . content-ai . content-wrapper { gap: 3rem; } . content-ai . c-title { margin-bottom: 90px; } . content-ai . content-item { border-radius: 12px; border-left: 10px solid #6BD9B9; background-color: #fff; padding: 1. 5rem; margin-bottom: 1. 5rem; } . content-ai . content-item h3 { font-size: 18px; } . badge-primary { position: absolute; top: 48px; right: -85px; background-color: #6BD9B9; padding: 1rem; font-size: 40px; font-weight: 700; text-align: center; transform: rotate(45deg); width: 360px; } . content-ai . content, . content-ai . media { flex: 1 } @media (max-width: 767px) { . content-ai . c-title { margin-bottom: 50px; } . badge-primary { top: 30px; right: -50px; padding: 0. 5rem; font-size: 20px; width: 200px; } } @media (max-width: 480px) { . badge-primary { top: 15px; right: -35px; padding: 0. 5rem; font-size: 16px; width: 140px; } } NEW Unveiling SysAid AI Agents AI That Acts and Decides See how SysAid AI Agents go beyond automation with goal-directed intelligence—anticipating needs, making decisions, and taking action with minimal intervention. AI That Learns and Adapts Discover how SysAid AI Agents dynamically understand context, adapt in real-time, and continuously learn from interactions to refine their approach over time. Unlock More with AI Agent Builder Tailor AI Agents to match your exact IT workflows—adjust parameters and requirements, all without writing a single line of code. Learn More

---

### IT Service Management Software

> SysAid Enterprise - The ITSM plan large teams use to scale service management throughout the organization–now backed by the full power of generative AI.

- Published: 2024-01-25
- Modified: 2024-05-16
- URL: https://www.sysaid.com/enterprise



---

### SysAid Partners - Join Our Global Network

> Join SysAid's partner network to deliver exceptional, AI-enhanced IT service solutions globally and grow your revenue.

- Published: 2024-01-22
- Modified: 2025-04-14
- URL: https://www.sysaid.com/company/partners

. swiper-wrapper { -webkit-transition-timing-function: linear ! important; transition-timing-function: linear ! important; }

---

### SysAid for Microsoft Teams

> Deliver seamless IT service with SysAid's native Microsoft Teams integration. Empower users within their workspace. Request a demo today.

- Published: 2024-01-22
- Modified: 2024-12-10
- URL: https://www.sysaid.com/it-service-management-software/sysaid-for-teams

{"@context":"https://schema. org","@type":"FAQPage","mainEntity":}

---

### AI Chatbot

> Empower end users with SysAid’s AI Chatbot. Get instant answers and improve efficiency. Try it now!

- Published: 2024-01-22
- Modified: 2024-11-10
- URL: https://www.sysaid.com/ai-chatbot



---

### Next Gen AI ITSM Ticketing System | Power by SysAid

> Transform your IT support with SysAid’s AI ticketing system. Simplify issue resolution and boost efficiency. Learn more now!

- Published: 2024-01-22
- Modified: 2025-02-26
- URL: https://www.sysaid.com/it-service-management-software/ticketing-system



---

### Service Automation

> IT Service Automation uses AI built from a decade of real usage data from over 4,000 organizations. It makes every aspect of ITSM automatic.

- Published: 2024-01-22
- Modified: 2024-03-19
- URL: https://www.sysaid.com/it-service-management-software/service-automation



---

### Help desk Software

> Boost your IT team's efficiency with SysAid's AI-driven Help Desk. Streamline operations now—request a demo!

- Published: 2024-01-22
- Modified: 2025-02-26
- URL: https://www.sysaid.com/it-service-management-software/help-desk-software



---

### IT Service Desk Software

> Backed by the full power of generative AI, SysAid's IT service desk software empowers organizations to deliver exceptional service— automagically.

- Published: 2024-01-22
- Modified: 2024-10-14
- URL: https://www.sysaid.com/it-service-desk-software



---

### Plans

> Explore SysAid’s range of ITSM plans tailored to your business needs. From Help Desk to Enterprise, find your perfect plan today!

- Published: 2024-01-22
- Modified: 2025-04-16
- URL: https://www.sysaid.com/plans

var plansEdition="Help Desk,ITSM,Enterprise". split(","); function myfuncPlans(e) { jQuery("#c-modal_13090 p span"). text("Get Your Tailored " + plansEdition+" Quote"). css("display","block"); } for (editionId=1; editionId

---

### Free Trial

> Experience SysAid’s help desk and ITSM software for free. Sign up for a trial and see how automation can improve your IT support. Try it now!

- Published: 2024-01-17
- Modified: 2024-11-10
- URL: https://www.sysaid.com/trial

Start your free trial

---

### Personal demo

> Get a hands-on, personalized demo of SysAid’s ITSM platform. Discover tailored automation solutions for your IT team. Book your demo now!

- Published: 2024-01-17
- Modified: 2025-04-28
- URL: https://www.sysaid.com/personal-demo



---

### Candidates Privacy Policy

- Published: 2024-01-01
- Modified: 2024-03-19
- URL: https://www.sysaid.com/candidates-privacy-policy



---

### On-Premise Software Security Vulnerability Notification

> Security vulnerability notification about our response to previous security vulnerability affecting on-premise customers

- Published: 2023-11-05
- Modified: 2024-04-22
- URL: https://www.sysaid.com/security-compliance/on-premise-software-security-vulnerability-notification

On-Premise Software Security Vulnerability Notification Avi Kedmi Chief Executive Officer Updated: November 8, 2023 Published: November 8, 2023 The issue and our response Our customers’ security is our top priority, and we are committed to communicating actively and openly with customers to ensure they have the information they need to mitigate risks and continually strengthen their systems. This post outlines a vulnerability in our on-premise software, and the steps we took to address the situation. After being alerted to a security vulnerability affecting our on-premise software, which was being actively exploited, we initiated our incident response protocol and appointed leading cyber security experts to support our response. We worked around the clock to address the situation as quickly as possible, identifying an interim workaround to mitigate the risk and proactively communicating with our on-premise customers to ensure they could implement the recommended steps. A product upgrade was then developed and rolled out which included security enhancements to address the vulnerability. We are grateful for collaboration from Microsoft’s Defender team throughout our response to this issue. We take cyber security seriously and our customer’s security is our top priority. For further technical information, please see our technical blog here. As always, our Customer Care team is available in real time to assist clients with any questions. Please do not hesitate to contact us via the portal. Timeline NOV 2, 2023 Security Risk Description - Our security team has detected a vulnerability in our on-premises software. At this time, we have no...

---

### Sitemap

> Discover the complete sitemap of SysAid's website, providing a structured overview of all the pages, resources, and features offered.

- Published: 2023-10-24
- Modified: 2024-06-05
- URL: https://www.sysaid.com/sitemap



---

### Glossary

> Enhance your IT terminology knowledge with this comprehensive glossary. Explore the meanings of important IT terms from A to Z by SysAid.

- Published: 2023-08-01
- Modified: 2024-03-19
- URL: https://www.sysaid.com/glossary



---

### Sexual Harassment, Discrimination and Retaliation Policies

> Modern slavery is a crime and a violation of human rights. SysAid believes that it has no place in our business or supply chains.

- Published: 2023-05-17
- Modified: 2024-04-22
- URL: https://www.sysaid.com/support/sysaid-documentation/sexual-harassment-discrimination-and-retaliation-policies



---

### Environmental and Waste Management Policy

> SysAid's environmental and waste management policy demonstrates its dedication to sustainable and responsible business operations.

- Published: 2023-05-17
- Modified: 2024-06-05
- URL: https://www.sysaid.com/support/sysaid-documentation/environmental-and-waste-management-policy



---

### Self-service Depot

> Talk with your Customer Success Manager about additional licenses and useful modules with Self-Service Depot

- Published: 2023-03-23
- Modified: 2024-06-02
- URL: https://www.sysaid.com/support/upgrade-account

Welcome to SysAid Agent's Alley Your Self-Service Depot

---

### SysAid for Teams Free Trial

> Sign up for a free 30 day free trial, let us help you resolve your issues faster and make service smoother.

- Published: 2023-02-12
- Modified: 2024-05-22
- URL: https://www.sysaid.com/sysaid-for-teams-free-trial



---

### IT Asset Management

> Boost your service desk efficiency with SysAid’s IT asset management. Simplify tracking and resolve issues faster. Discover how today!

- Published: 2022-12-19
- Modified: 2025-04-14
- URL: https://www.sysaid.com/it-service-management-software/it-asset-management



---

### Milestones

- Published: 2022-12-04
- Modified: 2024-06-03
- URL: https://www.sysaid.com/milestones



---

### Events

> View Up and Coming Events brought to you by SysAid

- Published: 2022-08-17
- Modified: 2024-09-24
- URL: https://www.sysaid.com/events



---

### All-In-One ITSM For Higher Education: Student - Staff | SysAid

> Today’s challenges of running an educational institution are countless. SysAid is the most Customizable and Low-Cost ITSM solution for your campus.

- Published: 2022-08-17
- Modified: 2024-06-24
- URL: https://www.sysaid.com/solutions/higher-education



---

### Anti-Money Laundering Policy

> SysAid upholds its commitment to ethical business practices with its anti-money laundering policy, ensuring compliance with regulations.

- Published: 2022-08-09
- Modified: 2024-06-05
- URL: https://www.sysaid.com/support/sysaid-documentation/anti-money-laundering-policy



---

### Data Management

> Enhance performance and declutter your workspace with effective data management. Discover more with SysAid!

- Published: 2022-07-26
- Modified: 2024-04-17
- URL: https://www.sysaid.com/it-service-management-software/data-management



---

### Remote Desktop

> Enable secure remote access to PCs from any device with SysAid. Boost IT productivity with remote desktop capabilities. Request a demo today!

- Published: 2022-07-26
- Modified: 2024-11-10
- URL: https://www.sysaid.com/it-service-management-software/remote-desktop



---

### Tasks and Projects

> SysAid's Tasks & Projects module enables efficient management and coordination of IT and business projects with specific tasks and deadlines.

- Published: 2022-07-25
- Modified: 2024-06-05
- URL: https://www.sysaid.com/it-service-management-software/tasks-and-projects



---

### System and Interfaces

> Integrate SysAid with LDAP, email, APIs, and more. Seamlessly fit into your corporate IT ecosystem. Explore SysAid ITSM integration capabilities today.

- Published: 2022-07-25
- Modified: 2024-11-10
- URL: https://www.sysaid.com/it-service-management-software/system-and-interfaces



---

### Mobile Solution

> Manage incidents, requests, and IT assets on-the-go with SysAid Mobile Apps. Stay connected and efficient. Try it today!

- Published: 2022-07-25
- Modified: 2025-02-26
- URL: https://www.sysaid.com/it-service-management-software/mobile-solution



---

### Manager Dashboard

> Use SysAid Manager Dashboard to get real-time visibility into your help desk, IT asset management, and other critical KPIs. Try Manager Dashboard now!

- Published: 2022-07-25
- Modified: 2024-06-05
- URL: https://www.sysaid.com/it-service-management-software/manager-dashboard



---

### IT Benchmark

> Use SysAid’s IT Benchmark tool to compare your IT performance with other departments worldwide. See where you stand instantly. Try the tool today.

- Published: 2022-07-25
- Modified: 2024-11-10
- URL: https://www.sysaid.com/it-service-management-software/it-benchmark



---

### Hardware and Network Monitoring

> SysAid Monitoring provides alerts and notifications so you can proactively manage hardware and IT network components, monitor space and usage

- Published: 2022-07-20
- Modified: 2024-06-05
- URL: https://www.sysaid.com/it-service-management-software/hardware-and-network-monitoring



---

### Network Discovery

> Discover your network and deploy the SysAid Agent to computers running Windows, Linux, Mac, and Unix. Also discover and enroll iOS and Android devices.

- Published: 2022-07-20
- Modified: 2023-01-22
- URL: https://www.sysaid.com/it-service-management-software/it-asset-management/network-discovery



---

### Flexibility

> Learn about SysAid's IT service management software and its flexibility in meeting the diverse needs of businesses.

- Published: 2022-07-20
- Modified: 2024-06-05
- URL: https://www.sysaid.com/it-service-management-software/flexibility



---

### Knowledge Management

> Service desk agents can find and share knowledge articles, and end users can self-help via SysAid's Self-Service Portal.

- Published: 2022-07-20
- Modified: 2024-06-05
- URL: https://www.sysaid.com/it-service-management-software/knowledge-management



---

### Service Level Management

> Service Level Management Software: SysAid helps define, track, and meet IT service level agreements (SLAs).

- Published: 2022-07-19
- Modified: 2024-06-05
- URL: https://www.sysaid.com/it-service-management-software/service-level-management



---

### Change Management Software

> Simplified ITIL change management software with SysAid. Ensure smooth transitions—start improving today!

- Published: 2022-07-19
- Modified: 2025-02-26
- URL: https://www.sysaid.com/it-service-management-software/change-management-software

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---

### Problem Management

> Streamline your problem management workflow with SysAid’s ITIL-aligned software. Use templates to manage issues efficiently. Learn more now!

- Published: 2022-07-19
- Modified: 2024-11-10
- URL: https://www.sysaid.com/it-service-management-software/problem-management

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---

### Incident Management

> Incident Management: Streamline IT service restoration with Sysaid's incident management software.

- Published: 2022-07-19
- Modified: 2024-06-05
- URL: https://www.sysaid.com/it-service-management-software/incident-management

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---

### Chat

> Enable instant issue resolution with SysAid's live chat for IT teams. Empower users and IT support with seamless communication. Request a demo today!

- Published: 2022-07-19
- Modified: 2024-11-10
- URL: https://www.sysaid.com/it-service-management-software/chat



---

### CMDB Software

> Discover SysAid CMDB to enhance your IT operations. Boost efficiency and productivity. Try it now!

- Published: 2022-07-19
- Modified: 2024-11-10
- URL: https://www.sysaid.com/it-service-management-software/cmdb-software



---

### Remote Control

> Remote Support Software allows you to remotely connect to active end-user sessions or remotely access unattended computers. Try Remote Support now!

- Published: 2022-07-19
- Modified: 2025-02-26
- URL: https://www.sysaid.com/it-service-management-software/remote-control



---

### Password Reset

> SysAid's Self-Service Password Reset module empowers end-users to securely reset passwords without IT support, enhancing productivity.

- Published: 2022-07-19
- Modified: 2025-02-26
- URL: https://www.sysaid.com/it-service-management-software/password-reset



---

### Knowledge Base

> With SysAid Knowledge Base agents can find and share knowledge articles within SysAid Help Desk, and end users can self-help via the Self-Service Portal.

- Published: 2022-07-19
- Modified: 2024-05-19
- URL: https://www.sysaid.com/it-service-management-software/knowledge-base



---

### Important Update Regarding Apache Log4j

- Published: 2022-06-16
- Modified: 2024-03-19
- URL: https://www.sysaid.com/security-compliance/important-update-regarding-apache-log4j



---

### SysAid for Teams Free Trial

> Sign up for a free 30 day trial- let us help you resolve your issues faster and make service smoother.

- Published: 2022-06-08
- Modified: 2024-04-22
- URL: https://www.sysaid.com/sysaid-for-teams-free-trial-2



---

### AWS Partnership

> Migrate your IT apps from on-prem to cloud with SysAid and AWS. Leverage best practices for a smooth transition. Explore SysAid's AWS partnership.

- Published: 2022-06-06
- Modified: 2024-11-10
- URL: https://www.sysaid.com/aws-partnership



---

### Vulnerability Policy

> Vulnerability Policy, To be quick and efficient with our response, please make sure that your report includes...

- Published: 2022-06-06
- Modified: 2024-06-05
- URL: https://www.sysaid.com/support/sysaid-documentation/vulnerability-policy



---

### Data Backup Policy

> Any data that You upload to SysAid’s Server throughout the Term while using the Services, belongs to You.

- Published: 2022-05-23
- Modified: 2024-06-02
- URL: https://www.sysaid.com/support/sysaid-documentation/data-backup-policy



---

### Data Processing Addendum (“DPA”)

> This DPA sets out the terms that apply with regards to SysAid processing Personal Data.

- Published: 2022-05-02
- Modified: 2025-04-24
- URL: https://www.sysaid.com/support/sysaid-documentation/data-processing-addendum-dpa



---

### Cloud Terms and Conditions

> Get Started Risk-Free: Understand SysAid Cloud Terms and Conditions License Agreement.

- Published: 2022-04-28
- Modified: 2025-04-22
- URL: https://www.sysaid.com/support/sysaid-documentation/cloud-terms-and-conditions

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---

### Server Uptime Commitment

> SysAid's Uptime Commitment underscores its dedication to providing reliable and uninterrupted service to its customers.

- Published: 2022-04-14
- Modified: 2024-06-05
- URL: https://www.sysaid.com/support/sysaid-documentation/uptime-commitment



---

### Anti-Slavery

> Access SysAid's anti-slavery policy documentation, reflecting its commitment to ethical business practices and human rights.

- Published: 2022-04-14
- Modified: 2024-06-05
- URL: https://www.sysaid.com/support/sysaid-documentation/anti-slavery-policy



---

### Non-Discrimination Policy

> Each Party to this Contract shall abide, as applicable under governing law, to the requirements of applicable law.

- Published: 2022-04-14
- Modified: 2022-09-14
- URL: https://www.sysaid.com/support/sysaid-documentation/non-discrimination-policy



---

### Anti-Bribery and Anti-Corruption Laws

> Learn about SysAid's anti-bribery policy and its adherence to anti-corruption laws, ensuring ethical business conduct globally.

- Published: 2022-04-14
- Modified: 2024-06-05
- URL: https://www.sysaid.com/support/sysaid-documentation/anti-bribery-policy-and-anti-corruption-laws



---

### Governing Law, Jurisdiction and Venue

> The applicable governing law provision is based on Your country of incorporation.

- Published: 2022-04-14
- Modified: 2025-02-26
- URL: https://www.sysaid.com/support/sysaid-documentation/governing-law-jurisdiction-and-venue



---

### Product Summary

> Check out SysAid's product summary. We give a rundown on all components with a detailed description of each.

- Published: 2022-04-04
- Modified: 2024-11-10
- URL: https://www.sysaid.com/plans/product-summary



---

### Data Security

> Access SysAid's documentation on data security, outlining best practices for ensuring the safety of customer data.

- Published: 2022-03-24
- Modified: 2024-06-30
- URL: https://www.sysaid.com/support/sysaid-documentation/data-security



---

### Data Storage Location

> SysAid strictly adheres to all relevant local data protection laws and regulations. We stores your data in the location where you access SysAid’s services.

- Published: 2022-03-24
- Modified: 2024-03-19
- URL: https://www.sysaid.com/support/sysaid-documentation/data-storage-location



---

### Evaluation License Terms

> Get Started Risk-Free: Understand SysAid Evaluation License Terms. free of charge.

- Published: 2022-03-24
- Modified: 2024-05-26
- URL: https://www.sysaid.com/support/sysaid-documentation/evaluation-license-terms



---

### Sitemap

- Published: 2021-08-15
- Modified: 2024-06-03
- URL: https://www.sysaid.com/site-map



---

### Website Image Disclaimer

> Website Image Disclaimer - Learn about SysAid's website image disclaimer policy, ensuring transparency and accuracy in visual content.

- Published: 2021-07-13
- Modified: 2024-06-03
- URL: https://www.sysaid.com/website-image-disclaimer



---

### Send files

- Published: 2021-07-01
- Modified: 2024-06-03
- URL: https://www.sysaid.com/support/send-files



---

### MTTR Calculator

- Published: 2021-06-24
- Modified: 2024-06-03
- URL: https://www.sysaid.com/mttr-calculator



---

### On-premises upgrade

- Published: 2021-06-24
- Modified: 2024-06-03
- URL: https://www.sysaid.com/plans/on-premises/upgrade



---

### SysAid Professional Services

> SysAid Professional Services works with you to: identify your needs, tailor SysAid to suit those needs, and execute the plan from start to finish.

- Published: 2021-06-23
- Modified: 2024-10-27
- URL: https://www.sysaid.com/support/professional-services



---

### SysAid Documentation

> Access SysAid’s online resource library – detailing edition functionality, FAQs, installation guides, advice on getting started and module guides.

- Published: 2021-06-23
- Modified: 2024-06-02
- URL: https://www.sysaid.com/support/sysaid-documentation



---

### Automate Joe

- Published: 2021-06-22
- Modified: 2024-06-03
- URL: https://www.sysaid.com/automate-joe-helpdesk

Automate Joe is not yet enabled in your SysAid. Speak to your Customer Success Manager to see what you’re missing out on!

---

### Frequently Asked Questions

> Find answers about SysAid’s ITSM, service desk, asset management, and more. Explore key features and modules in our FAQs section

- Published: 2021-06-20
- Modified: 2025-02-10
- URL: https://www.sysaid.com/support/faq



---

### Upgrade Account

> Talk with your Customer Success Manager about additional licenses and useful modules.

- Published: 2021-06-17
- Modified: 2025-03-25
- URL: https://www.sysaid.com/support/upgrade-account-request



---

### Management Team

> Want to know the secret sauce of Sysaid? It's their people! Meet the passionate team dedicated to building the future of IT service management.

- Published: 2021-06-15
- Modified: 2024-06-02
- URL: https://www.sysaid.com/company/management-team



---

### Video Knowledge Base

> ideo Knowledge Base - Explore SysAid's video knowledge base for insightful tutorials and demonstrations on IT service management, troubleshooting, and more.

- Published: 2021-06-10
- Modified: 2024-09-01
- URL: https://www.sysaid.com/support/video-knowledge-base



---

### Newsletter

- Published: 2021-06-09
- Modified: 2025-03-31
- URL: https://www.sysaid.com/company/newsletter



---

### On-premises

> Ensure the quality of your work doesn't decline. On-premise IT software with ticket management, ITIL adoption, asset management, advanced analytics and more.

- Published: 2021-06-08
- Modified: 2024-06-09
- URL: https://www.sysaid.com/plans/on-premises



---

### Cloud

> Try SysAid's scalable cloud ITSM and help desk software for free. ITIL-aligned, trusted by 1000+ customers. Start your free trial today.

- Published: 2021-06-06
- Modified: 2024-11-10
- URL: https://www.sysaid.com/plans/cloud



---

### Task Automation

> SysAid’s Automate Joe lightens your service desk team’s load – boosting productivity, service agility, and end-user satisfaction.

- Published: 2021-06-06
- Modified: 2024-05-29
- URL: https://www.sysaid.com/it-service-management-software/task-automation



---

### Ticket Automation

> Streamline ticket routing and escalation with SysAid's automation. Categorize and prioritize efficiently. Schedule a demo to boost IT workflows.

- Published: 2021-06-03
- Modified: 2025-02-26
- URL: https://www.sysaid.com/it-service-management-software/ticket-automation



---

### Careers positions

> Careers Positions - Explore career opportunities at SysAid and browse current job openings for various positions in IT and beyond.

- Published: 2021-05-11
- Modified: 2024-08-15
- URL: https://www.sysaid.com/company/careers/positions



---

### MSP Solution

> Manage IT services for multiple clients effectively with SysAid's MSP service desk. Improve efficiency across teams. Get started with a demo today.

- Published: 2021-05-10
- Modified: 2024-11-10
- URL: https://www.sysaid.com/solutions/servicedesk-for-msp



---

### Manufacturing Solution

> Streamline Manufacturing Operations with AI-Powered Service Desk Software

- Published: 2021-05-10
- Modified: 2024-07-21
- URL: https://www.sysaid.com/solutions/servicedesk-for-manufacturing



---

### Healthcare Solution

> Deliver exceptional patient care with SysAid’s healthcare service desk and Copilot. Optimize support and operations. Request a demo today.

- Published: 2021-05-05
- Modified: 2024-11-10
- URL: https://www.sysaid.com/solutions/servicedesk-for-healthcare



---

### ROI Calculator

> Understand how time-consuming and costly manual password reset procedures are in your company by using this Password Reset ROI calculator.

- Published: 2021-05-03
- Modified: 2022-07-25
- URL: https://www.sysaid.com/it-service-management-software/password-reset/roi-calculator



---

### Education Solution

> Service Desk for Education: Enhance the learning experience for educators and students with Sysaid's service desk.

- Published: 2021-05-02
- Modified: 2024-07-21
- URL: https://www.sysaid.com/solutions/servicedesk-for-education



---

### Pathfinders

- Published: 2021-05-02
- Modified: 2023-03-27
- URL: https://www.sysaid.com/pathfinders



---


---


## Posts

### What are 5 Cybersecurity Measures for Service Desks?

> The 5 Cs of cybersecurity and how service desks play a critical role in protecting digital assets, ensuring compliance, and managing risk.

- Published: 2025-04-24
- Modified: 2025-04-26
- URL: https://www.sysaid.com/blog/service-desk/5-cybersecurity-measures-service-desks
- Categories: Service Desk
- Blog authors: SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Cybersecurity is now one of the most important areas of corporate technology focus. The five Cs of cybersecurity – change, compliance, cost, continuity, and coverage – are key information security principles that guide organizations in building a resilient security posture. The five principles directly impact IT service desk services, influencing security policies, risk mitigation, and end-user support. This blog quickly explains the five Cs of cybersecurity before offering examples of where each plays a part in IT service desk operations and how IT support helps secure business operations. The 5 Cs of cybersecurity explained The five Cs of cybersecurity will help your business protect its digital assets. These Cs can be described as follows: 1. Change – your business should adapt to new threats and technologies 2. Compliance – your business should follow cybersecurity laws and regulations 3. Cost – your business should manage the cost of cybersecurity measures 4. Continuity – your business should ensure its digital capabilities and assets are available even if there are disruptions 5. Coverage – your business should protect all relevant systems and data. IT service desk cyber advisory Besides the IT security training provided as part of a new employee’s onboarding training, the IT service desk is likely your end-users’ primary cybersecurity interface. It might guide end-users in dealing with the cybersecurity issues they face while using corporate IT services, meaning that IT support personnel knowledge and the IT service desk scripts and knowledge articles they use must be current. Therefore, the “change”...

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### How to Leverage AI and Automation in IT Service Desks

> This blog looks at how you can leverage AI and automation in your IT service desk, plus machine learning support in IT.

- Published: 2025-04-17
- Modified: 2025-04-22
- URL: https://www.sysaid.com/blog/generative-ai/how-to-leverage-ai-and-automation-in-it-service-desks
- Categories: Generative AI
- Tags: AI, automation, ITSM, service desk
- Blog authors: Jasmine Chiu
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Much has been written about how artificial intelligence (AI) is currently transforming corporate IT service management (ITSM) capabilities. This includes IT support where there are many opportunities to leverage AI capabilities on your IT service desk, or AI service desk as some people might call it. This blog looks at how your organization can leverage AI and automation in its IT service desk, starting with some scene setting on service desk automation. Automation tools for service desks ITSM tools have long provided IT service desks with automation capabilities. For example, the use of keyword analysis for automated incident and service request ticket routing. Or the workflow automation capabilities that have long provided the process-enabling backbone of ITSM tools. However, AI capabilities offer a far more complete and better solution for ticket triage and other service desk automation opportunities. Some might call these AI service desk tools, but this name shouldn’t divert your IT service desk capabilities from the point of IT support. It’s there to help people return to optimal productivity in the event of an IT incident or service request need. The AI is an enabler, albeit a valuable enabler, rather than something that defines the service desk. AI in IT service desks – a brief history AI use in IT service desks is growing rapidly after a relatively slow start. AI-powered service desk automation was first a hot topic at ITSM industry conferences nearly a decade ago. Then, after an initial bout of some ITSM tool vendors starting...

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### How to Improve Your Organization’s ITAM Maturity

> This blog looks at what will improve your ITAM practice’s maturity to make it far more valuable to your business.

- Published: 2025-03-27
- Modified: 2025-04-01
- URL: https://www.sysaid.com/blog/asset-management/how-to-improve-your-organizations-itam-maturity
- Categories: Asset management
- Blog authors: Tanvi Malik
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

It’s time to talk about IT asset management (ITAM) maturity. Hopefully, your IT organization appreciates that ITAM is critical to optimize its IT operations - helping to prevent outdated asset records, compliance risks, and slow incident resolution. However, “there’s ITAM, and then there’s ITAM. ” What’s meant by this is that there are “basic” ITAM capabilities that allow your IT organization to put a tick in the “We do ITAM” box. Then, there are more advanced ITAM capabilities that enable your organization’s ITAM capabilities to make a far more significant positive impact on business operations and outcomes. Your business likely wants and deserves the latter of these, and to help, this blog looks at what will improve your ITAM practice’s maturity to make it far more valuable to your business. Why understanding your IT organization’s ITAM maturity is important It’s important to appreciate that not all ITAM programs are equally effective. There can be many potential issues or omissions where an IT organization might have suboptimal ITAM capabilities or lack certain ITAM capabilities altogether. For example, they could struggle with fragmented asset tracking methods, poor asset lifecycle management, and face compliance risks due to lacking maturity in their ITAM processes. They might also have never considered their ITAM in maturity terms. After all, how often are you asked about ITAM maturity? Instead, you might face more black-and-white questions like “Do we have ITAM capabilities? ” To which the affirmative answer hides the fact that they might not be as effective as...

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### What is Agentic AI? Transforming ITSM Through Intelligent Automation

> Learn how Agentic AI empowers IT teams with proactive detection, contextual decision-making, and continuous evolution to streamline complex ITSM tasks.

- Published: 2025-03-26
- Modified: 2025-03-26
- URL: https://www.sysaid.com/blog/sysaid/what-is-agentic-ai-transforming-itsm-through-intelligent-automation
- Categories: Service Desk, SysAid
- Tags: service desk, SysAid
- Blog authors: Inesa Bass
- Role / functions: IT Manager
- ITSM maturities: Basic

IT Service Management (ITSM) is becoming increasingly intricate as organizations grapple with accelerated digital transformation, growing system complexities, and rising demands. Amid this evolution, a new technological paradigm is emerging to address these challenges head-on: Agentic AI. This innovative approach signifies more than a technological upgrade. It represents a shift in how IT teams operate, enabling them to move beyond traditional methods and leverage intelligence that adapts, learns, and acts autonomously. To understand its significance, we must explore what makes Agentic AI unique, why it matters for ITSM, and how it stands apart from other forms of artificial intelligence. What Is Agentic AI? Agentic AI is a sophisticated framework of artificial intelligence designed not just to automate tasks but to handle them intelligently and independently. While traditional automation relies on predefined rules and scripts, Agentic AI adapts to context and initiates actions based on dynamic assessments of its operating environment. This autonomy is key. Unlike straightforward automation, which executes repetitive tasks like clockwork, Agentic AI actively analyzes, learns, and solves problems—even in intricate systems. For IT environments, this means moving from task completion to problem resolution. Examples of its capabilities include: Proactive Detection: Recognizing patterns that indicate future issues, such as identifying server instability before it causes downtime. Contextual Decision-Making: Weighing various factors to determine the best course of action for resolving issues like ticket prioritization or system resource allocation. Continuous Evolution: Learning from past events to improve its future responses, making it better suited to complex IT infrastructures. Agentic...

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### Transforming IT Operations with SysAid’s New UI

> This blog explains the need for SysAid’s new UI, shares its key capabilities and benefits, and highlights a customer case study.

- Published: 2025-03-06
- Modified: 2025-03-18
- URL: https://www.sysaid.com/blog/sysaid/sysaid-new-ui-transforming-operations
- Categories: Service Desk, SysAid
- Tags: service desk, SysAid
- Blog authors: Inesa Bass
- Role / functions: IT Manager
- ITSM maturities: Basic

Corporate IT teams and their IT service management (ITSM) capabilities must deliver better IT support experiences to meet higher business and employee demands. This means better working methods that speed up incident resolutions and service request provisioning and provide better end-user experiences are needed. There’s a need for IT operations transformation. To help, SysAid’s latest version combines an intuitive user interface (UI) with artificial intelligence (AI)-driven efficiency and business intelligence (BI) analytics to help your IT organization perform better, increase productivity, and deliver the required IT support experiences. This blog explains the need for SysAid’s latest version, shares its key capabilities and benefits, and highlights a customer case study that showcases its impact. The need for SysAid’s New UI Your IT teams are likely subject to a spectrum of challenges. These include the never-ending need to reduce costs plus the greater demands employees and customers place on corporate IT service delivery and support. At an operational level, other factors might impede the effectiveness and efficiency of your IT operations (and IT support capabilities in particular). For example: Complex workflows, with traditional ITSM solutions potentially offering cumbersome working methods that delay resolution times. Siloed data, where the lack of integration between tools makes creating or accessing actionable insights difficult. Collaboration limitations, where disconnected tools and platforms make it hard for IT teams to collaborate effectively. SysAid’s latest version has been designed to address these and other issues through a transformative IT support environment that employs modern design principles and AI to...

---

### Better Business Through Better IT – The TigerFeet SysAid Story

> This blog explains how SysAid Spaces is helping TigerFeet improve its business operations and outcomes through better IT.

- Published: 2025-02-21
- Modified: 2025-02-23
- URL: https://www.sysaid.com/blog/service-desk/tigerfeet-sysaid-story
- Categories: Asset management, Service Desk
- Tags: ITAM, ITSM, service desk, SysAid Spaces
- Blog authors: Inesa Bass
- Role / functions: IT Manager
- ITSM maturities: Basic

You might have heard the phrase, “Every company is a technology company, no matter what product or service it provides. ” This is very true for TigerFeet, which is well-known in the UK for supplying greeting cards, party supplies, and gift items. Headquartered in Manchester, TigerFeet’s operations span eight warehouses across the UK, with customers serviced both online and in-store. Technology has long played a part in TigerFeet’s success, with the ability to better serve customers a key priority that’s increasingly dependent on better IT and business operations. TigerFeet’s technology ambitions mirror the strategic moves of industry-leading companies like Walmart or Zara that have leveraged advanced technology management systems to transform their operations. By integrating data-driven solutions, these companies not only boosted employee satisfaction with streamlined, automated workflows but also dramatically enhanced efficiency in their operations.   This blog explains how SysAid Spaces is helping TigerFeet improve its business operations and outcomes through better IT. TigerFeet’s key IT challenges Luke Scott, an IT Support Analyst at TigerFeet who provided the input for this blog, plays a vital role in ensuring reliable business operations. From fixing printer issues to maintaining stable Wi-Fi, he helps ensure TigerFeet’s daily operations run smoothly. However, before employing SysAid Spaces, TigerFeet’s IT team was overwhelmed by scattered emails (for help and services) and lost messages due to the lack of a centralized ticketing system. This disorganization hindered employee productivity and caused frustration among the IT team. TigerFeet’s IT asset management was also chaotic, with the IT...

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### Why Winning the TMC 2024 Generative AI Product of the Year Award is Just the Start

> This blog takes a look at how SysAid won the TMC 2024 Generative AI Product of the Year Award. Read it here.

- Published: 2025-02-13
- Modified: 2025-02-13
- URL: https://www.sysaid.com/blog/sysaid/why-winning-the-tmc-2024-generative-ai-product-of-the-year-award-is-just-the-start
- Categories: SysAid
- Tags: SysAid
- Blog authors: Jasmine Chiu
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

In Q4 2024, SysAid was again recognized for its innovation. This time, based on its investments in generative AI (GenAI) capabilities by TMC. The second TMC Annual Generative AI Product of the Year Award recognized companies for developing applications, platforms, models, and other hardware/software solutions that harness GenAI to elevate business performance across market segments. This was a great achievement for SysAid. Avi Kedmi, CEO of SysAid, stated it validated SysAid’s dedication to leveraging GenAI to revolutionize IT service management (ITSM) and deliver exceptional value to customers. But, importantly for us, this isn’t a final achievement; it’s simply a milestone on a longer journey to improve the lives of customer sysadmins and the people they support. Winning this award is just the start for SysAid and our customers. SysAid’s long-held vision for better IT management and business outcomes When Israel Lifshitz founded SysAid in 2002, his vision was to make the lives of IT professionals worldwide easier and improve their IT environments and IT service delivery. This is still at the heart of what SysAid does. SysAid’s mission might have moved with the times (and technology) to state, “Our mission is to liberate organizations by putting AI to work for them and their people. ” But the original vision still holds true – SysAid solutions help make your sysadmins “the best version of themselves” in ensuring that the IT organization delivers against the many business needs for technology. SysAid is helping customers through GenAI In a time when IT organizations...

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### Unlock Deeper Insights with SysAid Copilot

> This blog explores how SysAid Copilot delivers valuable insights across eight key areas. See what it's all about here.

- Published: 2025-01-30
- Modified: 2025-02-03
- URL: https://www.sysaid.com/blog/generative-ai/unlock-deeper-insights-sysaid-copilot
- Categories: Generative AI
- Tags: AI, Copilot, GenAI, Generative AI, ITSM, SysAid Copilot
- Blog authors: Jasmine Chiu
- Role / functions: IT Manager, Service Desk Agent
- ITSM maturities: Basic

Businesses now expect more from their IT organizations, in part due to their greater reliance on technology. Consequently, your IT organization must leverage new IT service management (ITSM) innovations and the enabling technologies to improve – offering “better, faster, cheaper” operations and outcomes. The opportunities of artificial intelligence (AI), when built into ITSM tools, is a great example. Much has been said and written about AI’s ability to automate ITSM processes and tasks, with many “Copilot” solutions emerging in the tech industry. These AI-powered assistants are designed to help professionals by automating repetitive tasks, offering insights, and enhancing decision-making. While other Copilot solutions exist, SysAid Copilot stands out by using generative AI to provide IT pros with deeper insights, better reporting, and more actionable analytics. This blog explores how SysAid Copilot delivers valuable insights across eight key areas. 1. Agent recommendations SysAid Copilot analyzes historical data and patterns to offer your service desk agents recommendations and suggested solutions for common issues that accelerate incident resolution and service request management processes that improve the end-user experience. It can also identify potential problems before they escalate. For example, identifying incident trends that indicate underlying problems, enabling your ITSM teams to proactively address the root cause(s) using problem management tools and techniques (and focused Copilot capabilities). A key SysAid Copilot capability is that it quickly identifies similar incidents to help your IT organization spot and address underlying problems faster. 2. Task management The IT service desk issue of “cherry picking” tickets is well...

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### What ITSM Professionals Need to Know About GenAI Capabilities

> This blog looks at what ITSM pros need to know about how GenAI capabilities are changing the ITSM landscape.

- Published: 2025-01-23
- Modified: 2025-01-24
- URL: https://www.sysaid.com/blog/generative-ai/genai-capabilities-need-to-know
- Categories: Generative AI
- Tags: Copilot, GenAI, ITSM, ServiceDesk, SLA
- Blog authors: Jasmine Chiu
- Role / functions: IT Manager, Service Desk Agent
- ITSM maturities: Basic

The IT service management (ITSM) world is consistently awash with trends related to new ITSM thinking and technology. Unfortunately, these trends often take a long time before they become mainstream in ITSM. However, generative AI (GenAI) is the exception. This has accelerated the existing ITSM interest in AI capabilities, with the most technology-capable ITSM tool vendors and their customers adopting new GenAI capabilities at an unprecedented rate in the history of ITSM evolution. This blog covers much of what ITSM professionals want and need to know about how GenAI is changing the ITSM landscape – from what it is to how organizations already benefit from it. ChatGPT played a big part in GenAI’s accelerated growth Before getting into how GenAI is already helping organizations with “better, faster, cheaper” IT operations and outcomes, it’s worth understanding the drivers for the rapid adoption of GenAI capabilities for ITSM. Before 2023, ChatGPT was relatively unknown, even though OpenAI introduced GPT-1 in 2018 and GPT-2 in 2019. The critical mass happened once ChatGPT was made public in November 2022 as a version of GPT-3. 5. It allegedly achieved 100 million users within two months and was getting 2 billion monthly visits at its peak in April 2024. More importantly than these numbers, ChatGPT did something for GenAI that technology doesn’t usually achieve. The global media brought the opportunity of GenAI to company board attention worldwide and raised GenAI up business to-do lists, including those of IT and ITSM leaders. GenAI allows your IT organization...

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### Kicking off 2025: SysAid Wraps Up 2024 With Prestigious Recognitions from Gartner Digital Markets in 2024

> SysAid celebrates earning top honors from Capterra, Software Advice, and GetApp in IT Asset Management, Remote Support, and more. Discover how we’re driving AI-powered innovation and delivering exceptional user value.

- Published: 2025-01-23
- Modified: 2025-01-26
- URL: https://www.sysaid.com/blog/itsm/kicking-off-2025-sysaid-wraps-up-2024-with-prestigious-recognitions-from-gartner-digital-markets-in-2024
- Categories: General IT, Help desk, ITIL, ITSM, Service Desk
- Tags: IT asset management, IT service management
- Blog authors: Avi Kedmi
- Role / functions: CEO
- ITSM maturities: Basic

As we kick off 2025, we are thrilled to share that SysAid has earned multiple accolades from the Gartner Digital Markets brands – Capterra, Software Advice, and GetApp. Featured across several flagship reports released in 2024, these recognitions highlight the consistent value we deliver to our users. Check out our incredible badges Capterra IT Asset Management Help Desk Remote Support Knowledge Management ITSM Issue Tracking Software Advice Remote Support Knowledge Management ITSM Issue Tracking GetApp Knowledge Management ITSM Issue Tracking Great help getting started and also with the support team after implementation, they truly helped me in getting started. They truly listen to their customers for when they bring up new things like intune support for asset management. I like the way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier. ” “It is one of the best ticketing tools available in the market & it can be easily customizable. The self-service portal & knowledge helps the user for immediate resolution for common issues in the service desk. It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams. ” “Great support all the way through the install and setup. Post-implementation interactions were fantastic as well. Firstly, ROI. Additionally, ease of...

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### How Agentic AI is Transforming IT Service Management

> The world of IT Service Management (ITSM) is changing rapidly. For mid-market companies, this isn’t just an abstract trend—it’s a daily reality

- Published: 2024-12-19
- Modified: 2024-12-19
- URL: https://www.sysaid.com/blog/itsm/how-agentic-ai-is-transforming-it-service-management
- Categories: Generative AI, ITSM
- Tags: IT asset management, IT service management
- Blog authors: Avi Kedmi
- Role / functions: CEO
- ITSM maturities: Basic

The world of IT Service Management (ITSM) is changing rapidly. For mid-market companies, this isn’t just an abstract trend—it’s a daily reality. Increasing demands, limited resources, rising expectations. For years, we’ve asked our IT teams to do more with less, and we’ve all felt the strain. But now, we’re standing at a tipping point, and I believe agentic AI is the key to moving forward. What is agentic AI? Unlike traditional automation that follows pre-defined scripts, agentic AI has the ability to act independently and adapt to changing contexts. It observes its environment, takes initiative, and makes decisions to solve problems—all while learning and improving. This capability makes it especially suited for complex, evolving IT environments like those found in ITSM. Agentic AI goes beyond routine automation. It doesn’t just run pre-set tasks; it reasons like a seasoned professional, weighing conflicting data and making thoughtful decisions even when the path forward isn’t clear. This is more than automation—it’s what Daniel Kahneman might call 'system 2' thinking, where the model deliberately ponders options, evaluates complexities, and acts with intention. The result? Teams are freed to focus on truly impactful work. From where I sit, this technology holds incredible potential to reduce inefficiencies, eliminate repetition, and set IT teams free to thrive. Freeing Teams from Routine I’m not just talking about shaving a few minutes off a ticket resolution time. I’m talking about offloading the sort of, repetitive tasks that weigh teams down—password resets, categorizing tickets, running compliance reports. But here’s the...

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### Streamline IT Operations and Optimize Resource Utilization with GenAI

> This blog looks at how GenAI can help enhance employee experience and streamline IT operations and optimize resource utilization.

- Published: 2024-12-19
- Modified: 2024-12-19
- URL: https://www.sysaid.com/blog/generative-ai/streamline-it-operations-genai
- Categories: Generative AI
- Tags: Artificial Intelligence, Copilot, GenAI, Generative AI, ITSM, service desk
- Blog authors: Inesa Bass
- Role / functions: Service Desk Agent, VP/Director of IT
- ITSM maturities: Basic

The opportunity of generative artificial intelligence (GenAI) for IT service management (ITSM) brings many benefits. As with traditional automation, these benefits cover all three of “better, faster, cheaper. ” However, while “cheaper” is often always good (and especially in today’s financial climate), the “better” and “faster” dimensions are likely to help under-pressure IT organizations more. This need was reflected in the SysAid 2024 Report, which found the top three service desk goals for 2024 to be: Enhancing employee experience through increased AI self-service (28%) Better visibility and analysis into performance, improvement, and outcomes (22%) Improving productivity through automation (15%). GenAI capabilities help. For example, they can streamline IT operations and optimize resource utilization so that your IT organization is better positioned to meet evolving employee and business needs. This blog explains how starting with what’s probably the most high-profile opportunity – the automation of routine tasks. Automating your routine IT support tasks with GenAI The automation of your routine IT support tasks using GenAI will save money. However, and more importantly, it also speeds up service delivery and makes better use of potentially limited IT people resources. A common example of the increased speed and productivity offered by GenAI capabilities is workflow automation. For instance, to automatically classify, prioritize, and route incident and request tickets to the correct resolution groups based on historical data. Other workflow automation examples include routine processes such as software updates, patch management, and system monitoring, where the GenAI-powered automation frees up your IT people to...

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### Cybersecurity Considerations When Choosing ITSM: A Deep Dive

> IT Service Management (ITSM) platforms have become the backbone of modern organizations, streamlining operations, optimizing workflows..

- Published: 2024-12-18
- Modified: 2024-12-18
- URL: https://www.sysaid.com/blog/itsm/cybersecurity-considerations-when-choosing-itsm-a-deep-dive
- Categories: ITSM
- Tags: cyber security, IT asset management, IT service management
- Blog authors: Alex Raif
- Role / functions: CIO
- ITSM maturities: Basic

IT Service Management (ITSM) platforms have become the backbone of modern organizations, streamlining operations, optimizing workflows, and ensuring seamless service delivery. But this increased reliance on ITSM solutions has also expanded the attack surface, making cybersecurity a critical pillar of any ITSM strategy. Recent examples underscore the vulnerabilities inherent in these platforms. For instance, in July 2024, CrowdStrike released a faulty configuration update for its Falcon sensor software on Windows. The resulting system crashes caused widespread operational disruptions across sectors such as airlines, banks, and healthcare. This incident highlighted how even trusted software updates can introduce risks, with cascading effects on interconnected systems. Similarly, in November 2024, Schneider Electric experienced a cyberattack that compromised over 40 gigabytes of critical data tied to its internal project tracking platform. Despite being a global leader in energy management, this breach proved that no organization—no matter how secure—is immune to sophisticated cyber threats. These incidents shine a spotlight on why integrating robust cybersecurity measures within ITSM frameworks is no longer optional. Implementing features like multi-factor authentication (MFA) and integrating API security solutions that support ITSM principles (discovery, monitoring, and access control) are non-negotiable in safeguarding against evolving threats. The reality is simple: as organizations deepen their reliance on ITSM platforms, embedding cybersecurity practices not only protects critical assets but also ensures resilience and continuity of operations. Bridging ITSM and Cybersecurity: A Critical Connection Modern ITSM platforms are indispensable. They manage sensitive data, orchestrate incident responses, and integrate seamlessly with enterprise systems. But their central...

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### AI-Powered Asset Management: A Game-Changer for IT Departments

> This article explains how AI-powered asset management is a game changer for your IT department. Read it here.

- Published: 2024-12-12
- Modified: 2024-12-12
- URL: https://www.sysaid.com/blog/asset-management/ai-powered-asset-management-game-changer
- Categories: Asset management
- Tags: Copilot, GenAI, IT asset management, IT service management, ITAM
- Blog authors: Sofia Skubiy
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Most IT organizations are under pressure to better meet business needs. This pressure can relate to increased service quality and velocity, innovation, or cost reduction. Thankfully, artificial intelligence (AI) capabilities, and generative AI (GenAI) in particular, will help by improving employee capabilities and the business operations and outcomes they contribute to. Please keep reading to find out how GenAI helps IT asset management (ITAM). AI-powered ITAM Corporate IT management is front and center of these technology changes, and your organization’s ITAM capabilities provide a great opportunity for GenAI to improve your IT operations and business outcomes. It’s an important area with rising IT and business influence. For example, the Flexera 2024 State of ITAM Report found that 46% of ITAM teams now report directly to CIOs or CTOs. If you ask any ITAM thought leader about the current trends in ITAM, they’ll undoubtedly call out AI and its ability to improve ITAM data management, process and task automation, and decision-making. Industry analyst firms also support the power of AI for ITAM. For example, Gartner Research estimates a 30% reduction in IT hardware costs, and IDC a 15-25% improvement in asset utilization. However, the ability of AI-powered asset management to help your organization goes beyond ITAM itself. In particular, enabling your corporate IT service management (ITSM) capabilities, with the ability to improve IT service delivery and support. This article explains how AI-powered asset management is a game changer for your IT department, providing “better, faster, cheaper” asset and service management capabilities....

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### Transform Your Service Desk with a GenAI Chatbot for Agents

> It’s essential not to overlook the opportunities to transform your IT service desk with a GenAI chatbot for service desk agents. Here's why.

- Published: 2024-11-21
- Modified: 2024-12-18
- URL: https://www.sysaid.com/blog/generative-ai/service-desk-genai-chatbot-for-agents
- Categories: Generative AI
- Tags: Artificial Intelligence, Chatbot, GenAI, Generative AI, ITSM, service desk
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Much has been written about the opportunities of generative AI (GenAI) chatbots in an end-user context. Where the GenAI capabilities finally turn IT self-service capabilities into a service that meets end-user expectations. However, it’s essential not to overlook the opportunities to transform your IT service desk, and not just your IT self-service capabilities, with GenAI chatbots for service desk agents. After all, most service desks are looking to transform their operations to deliver better business outcomes in the face of higher business expectations across “better, faster, and cheaper. ” This blog explains more, starting with the “Why? ”. Why provide GenAI chatbots to service desk agents? GenAI chatbots offer a wealth of opportunities for your IT organization to improve (or transform) the roles and performance of service desk agents. Two key opportunities are: Providing information and automation when it’s needed Content creation to reduce administrative work. Importantly, these benefits are not only felt by your service desk agents. They also help by providing better service experiences to end-users (which in turn makes them more productive) and time and cost savings for the service desk. Chatbots for information and automation Modern IT service management (ITSM) tools offer virtual assistants (often called Copilots or chatbots) for your service desk agents. These chatbots deliver real-time, tailored (AI-generated) responses that conversationally address your agents’ needs. This can provide information, knowledge, or actions so agents can quickly resolve end-user issues. All without leaving the ticket record. This capability not only helps seasoned agents but also...

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### Streamline IT Support with Image Analysis

> The SysAid ITSM solution now includes Image Analysis – a GenAI capability that can help all organizations. Here's all the information.

- Published: 2024-10-31
- Modified: 2024-10-31
- URL: https://www.sysaid.com/blog/generative-ai/sysaid-image-analysis
- Categories: Generative AI
- Tags: GenAI, Image Analysis
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

IT service management (ITSM) teams are under increasing pressure to meet growing end-user expectations of corporate IT support. As example data points, the Forrester Research “The State Of The Service Desk, 2022” report found that 62% of employees avoid the IT service desk. Unfortunately, 58% live with ongoing IT issues that the service desk can’t fix. This is just a snapshot of the end-user discontent with IT support capabilities. Thankfully, however, customer-focused ITSM tool vendors are using new generative artificial intelligence (GenAI) in both obvious and innovative ways to improve customers’ IT support capabilities and their ability to meet the expectations of their end-users. One of the innovative ways is image analysis. “A picture paints a thousand words” The SysAid ITSM solution product managers have long understood the importance of image capture to IT support. Over a decade ago, an F10 screen capture capability was available to customers and their end-users. This capability was a unique differentiator for SysAid’s IT support capabilities in a crowded ITSM tool marketplace. It was the IT support version of the adage that “a picture paints a thousand words. ” However, the ITSM tool market, enabling technologies, and end-user expectations have all moved on. GenAI capabilities now offer even more use cases to streamline IT support and provide better end-user experiences with image analysis. Using GenAI image analysis for IT support The SysAid ITSM solution now includes Image Analysis – a GenAI capability that will be developed further based on customer needs and technological evolution....

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### Why Multi-Channel IT Support is Essential in the GenAI Era

> Multi-channel IT support is essential in a GenAI era, enhancing capabilities in accessibility, automation and efficiency. This blog explains.

- Published: 2024-09-26
- Modified: 2024-09-26
- URL: https://www.sysaid.com/blog/generative-ai/multi-channel-it-support-genai-era
- Categories: Generative AI
- Tags: GenAI, ITSM, Multi-channel
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

A decade ago, the IT service management (ITSM) industry was awash with talk of the IT self-service portal being the cure for all IT support ills. There were also service portal strategies where the traditional telephone and email channels were to be closed, with end-users forced to use the “superior” service portal channel. However, many of the service portal implementations of a decade ago didn’t deliver on their promises (for various reasons). Now, a decade later, the rise of end-user-centric and experience-focused IT support strategies means that multi-channel IT support is now essential in the generative AI (GenAI) era, with this enhancing capabilities across accessibility, automation, and efficiency. This blog explains why. Expectations and technical capabilities Before diving into specifics, it’s important to understand two of the overarching drivers of the multi-channel approach to IT support. The first is employee expectations, where “choice” is the key word. The second is the available technical capabilities, with it easier than ever to pass end-users and their issues between channels and support personnel to get them the best possible support experience and outcome. These two overarching drivers can be seen in the following reasons why multi-channel IT support is essential in the GenAI era. Meeting end-user preferences and expectations Modern end-users are bringing their consumer-world service and support experiences into the workplace. They expect to interact with internal IT support through multiple channels – whether it’s chat (including chatbots), email, telephone, service portal, Microsoft Teams and Slack sessions, or even social media. For...

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### What’s the Difference Between AI and GenAI in the Context of ITSM?

> The distinction between traditional AI and GenAI relates to their capabilities, methodologies, and applications. This SysAid blog explains.

- Published: 2024-09-18
- Modified: 2024-09-18
- URL: https://www.sysaid.com/blog/generative-ai/difference-ai-genai
- Categories: Generative AI
- Tags: AI, GenAI, IT service management, ITSM, service desk
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

When considering adopting artificial intelligence (AI)-enabled capabilities in an IT service management (ITSM) context, it’s essential to appreciate the difference between traditional AI and generative AI (GenAI). This blog explains the key differences and how they impact possible ITSM use cases. The key differences between traditional AI and GenAI The distinction between traditional AI and GenAI relates to their capabilities, methodologies, and applications.   Traditional AI employs algorithms and models designed to perform specific tasks or solve particular problems by following predefined rules or learning from data. These AI capabilities are typically task-specific and can’t generate novel content or solutions beyond their programming or training data. High-level work-related examples include classification, recommendation, and anomaly detection. Traditional AI relies heavily on labeled datasets for training and validation and often uses supervised learning techniques where the model is trained on the labeled dataset to learn the mapping from input to output. This enables traditional AI capabilities to identify objects in images, convert spoken language into text, suggest products and content based on the preferences and past behavior of users, identify fraudulent activities in financial transactions, or power chatbots and virtual assistants that follow scripted responses. Whereas GenAI capabilities are models and algorithms that generate new data or content that resembles the input data they were trained on. For example, GenAI systems can produce new content in the form of text, images, music, and video that didn’t exist in the training data. GenAI systems employ advanced neural network architectures such as transformer-based models...

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### 10 Ways AI Improves IT Service Desk Operations and Outcomes

> Take a look at ten AI use cases for the IT service desk which are available now for ITSM professionals and organizations to benefit from.

- Published: 2024-09-12
- Modified: 2025-02-26
- URL: https://www.sysaid.com/blog/generative-ai/ai-improves-service-desk-operations
- Categories: Generative AI
- Tags: AI, AI Tools, Artificial Intelligence, ChatGPT, GenAI, ITSM, service desk
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

The last half decade has been notable for the blogs, presentations, and other sharing opportunities on how artificial intelligence (AI) will radically alter corporate IT service management (ITSM) and the IT service desk in particular. However, thanks to the rapid progress of generative AI (GenAI) development and adoption brought on by the success of ChatGPT (and others such as Claude, Microsoft Copilot, and Gemini), the opportunity for IT service desks to improve their operations and outcomes using the AI-based capabilities embedded within ITSM tools has accelerated significantly. The state of ITSM AI adoption at the start of 2024 This blog isn’t about where we currently are; instead, it focuses on where we could or should be. However, it’s worth undertaking a quick “pulse” check to see how far ITSM AI adoption has progressed. The ITSM. tools ITSM Well-being in 2024 Survey included questions on AI adoption. It found that 36% of respondents already use corporate AI capabilities. 17% reported that they help, and 19% that they don’t. This dissatisfaction with early AI adoption is perhaps to be expected, with potential issues including bad technology choices, inappropriate use cases, and poor technology implementations. It’s also unknown whether these AI capabilities are part of existing corporate applications, such as ITSM tools, or bespoke AI applications. However, ITSM professionals can also access an alternative to corporate ITSM capabilities, particularly in their absence. The survey found two-thirds (66%) of respondents had used non-corporate AI tools, such as ChatGPT, to help with their work, with...

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### If AI is the Future, That Future is Already Here for ITSM

> This blog shares some recent insights about AI adoption in ITSM that show that the future of ITSM is already here.

- Published: 2024-08-22
- Modified: 2024-12-10
- URL: https://www.sysaid.com/blog/itsm/ai-future-already-here
- Categories: ITSM, Service Desk
- Tags: AI, Artificial Intelligence, Copilot, IT service management, ITSM, service desk, Workflow Automation, Workflows
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Artificial intelligence (AI) in IT service management (ITSM) has long been touted as the future of IT service delivery and support. It’s an unavoidable future, thanks to the benefits AI-enabled capabilities bring to ITSM and the ever-increasing challenges the corporate IT organization faces. However, all the talk of AI as the future of ITSM is now a little misguided. Not because it’s no longer something that will happen but because the AI-assisted future for ITSM is already here for many IT organizations. This blog shares some recent insights about AI adoption in ITSM that show that the future of ITSM is already here. Automation is still the leading ITSM trend for SysAid customers Despite finding that employee experience has dramatically gone up in importance from 56% in 2022 to 73% in 2023, the SysAid 2023 State of Service Management Report, which collated the responses from over 1200 SysAid customers, showed that improving productivity with automation was still the highest scoring ITSM trend for 2023 at 76%. Additionally, using AI to predict and resolve issues more proactively jumped from 21% to 29%. IT organizations are now ready for AI-powered ITSM capabilities, with generative AI solutions leading the way. For example: Virtual agents (often called chatbots) Email autoresponders  Real-time assistance for IT support staff Ticket summarization Writing assistance  Automated performance insights Sentiment analysis. In addition to what we’re seeing with customers, the following statistics have helped to inform this view. ITSM pros are already using free (and non-corporate) AI tools Before considering...

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### IT Self-Service: Crash, Burn, and Comeback with GenAI

> IT self-service has always been the go-to for overworked service desks looking to better serve end-users. But let's be honest, the last decade hasn't exactly been smooth sailing.

- Published: 2024-08-07
- Modified: 2024-10-08
- URL: https://www.sysaid.com/blog/itsm/it-self-service-crash-burn-and-comeback-with-genai
- Categories: Generative AI, ITSM
- Tags: AI, ITSM
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

IT self-service has always been the go-to for overworked service desks looking to better serve end-users. But let's be honest, the last decade hasn't exactly been smooth sailing. Despite shiny new tech, users weren't thrilled. Adoption rates? Low. Satisfaction? Even lower. Back in 2017, a telling stat showed that less than 12% of organizations felt they got their money’s worth from self-service tools. The promises were big: cut costs, boost satisfaction, and 24/7 support. Reality? Not so much. Turning the Tide with Two Key Trends Fast forward to today, and two trends are shaking things up: Experience Management: Figuring out what users hate about self-service. Artificial Intelligence (AI): Making those self-service experiences not just bearable, but actually good. After the initial crash and burn, self-service is making a comeback. And it’s all thanks to generative AI (GenAI). Insight into Employee Experience and IT Self-Service The SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore” 2024 report has some eye-opening data. For instance, 81% of SysAid users report a better employee experience thanks to AI tools. The top goal for IT service desks in 2024? Enhance employee experience through more self-service. 28% of respondents are all in on this. It’s clear: organizations still believe in self-service to speed up support, cut costs, and improve employee experiences. Why the Shift? Early on, the focus was all about cutting costs and boosting efficiency. Employee experience? Not even on the radar. Fast forward to 2024, and it’s a different game. Now, 71% of our...

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### IT Pros Are Going All-In on Advanced AI for ITSM

> IT service management (ITSM) tools are shaking things up. They're getting smarter, fast. Think AI and GenAI – the new must-haves.

- Published: 2024-08-07
- Modified: 2024-08-20
- URL: https://www.sysaid.com/blog/itsm/it-pros-are-going-all-in-on-advanced-ai-for-itsm
- Categories: Generative AI, ITSM
- Tags: AI, ITSM
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

IT service management (ITSM) tools are shaking things up. They're getting smarter, fast. Think AI and GenAI – the new must-haves. Leading ITSM vendors are all over it. The SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore” 2024 report shows just how big this shift is. Nearly 60% of respondents say IT is a top strategic priority, and over a quarter (26%) of IT leaders see it as an even bigger deal this year. So, what’s driving this push? It’s simple. Better ITSM operations mean better business outcomes. Our report says 81% of SysAid users are seeing a boost in employee experience thanks to AI tools. But we’re not there yet. Many IT pros still need more help, especially with service desk capabilities. Service Desk Goals and How GenAI Steps In: Our survey nailed down the top three service desk goals for 2024: AI isn't just a buzzword anymore. It's a game-changer. And in the world of ITSM, it's making waves. Ready to ride them? Better Performance Insights: Get clearer visibility and analysis on performance and outcomes. Productivity Boost: Leverage AI and automation to get more done, faster. AI isn't just a buzzword anymore. It's a game-changer. And in the world of ITSM, it's making waves. Ready to ride them? AI-Enabled Capabilities: More Than Just Productivity AI isn't just about cranking up productivity (though it does that pretty well). It’s a game-changer across the board. Here’s how: Self-Service: Picture GenAI-powered chatbots or virtual agents. They're conversational and get you...

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### Measuring Success in IT

> There's a wealth of best practice KPIs out there for IT organizations, but are these still the best way to measure and report on IT success?

- Published: 2024-08-01
- Modified: 2024-08-01
- URL: https://www.sysaid.com/blog/itsm/measuring-success-it
- Categories: ITSM
- Tags: ITSM, KPIs, metrics, service desk, Service Desk Metrics
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

It’s an issue nearly as old as corporate IT itself. How should an IT organization measure its success? Many IT metrics and key performance indicators have been branded as “industry best practices” over the last three decades. For example, the wealth of IT service desk metrics contained within the ITIL body of service management best practice guidance. However, are all these IT metrics the best way to measure and report on IT success? For many organizations, the answer is “no. ” This is because of the difference between the IT organization’s perception of its success versus what the rest of the business thinks of IT’s performance. It can be a significant difference. Assessing traditional IT success measures An IT organization’s performance is usually assessed across various quality, time, and cost parameters. This applies to both running the business (IT operations) and changing the business (development and projects). In terms of the former, this includes customer satisfaction, meeting service level agreement (SLA) speed targets, and budget management. However, an IT organization can hit targets across all of these areas, but it is still not considered successful by the business as a whole, including its employees. This is because of what the IT industry has called “the watermelon effect. ” The watermelon effect explained If you think of a watermelon, it has a green exterior, but cut it open, and it’s red inside. The same can happen with IT performance measurement. From the IT organization’s perspective, all of the performance metrics are...

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### Why Your IT Service Desk Agents Need Copilots

> This blog explains what Copilots are before focusing on how they help and why your IT service desk agents need them.

- Published: 2024-07-10
- Modified: 2025-02-26
- URL: https://www.sysaid.com/blog/itsm/service-desk-agents-copilots
- Categories: Generative AI, ITSM
- Tags: AI, Artificial Intelligence, automation, Copilots, IT service management, ITSM
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

If you’re new to Copilots, it might seem like an aviation term. There’s a connection, though – because an aircraft copilot supports the pilot in navigating and operating the plane. However, artificial intelligence (AI)-based Copilots are an IT service management (ITSM) technology exploitation opportunity that will radically improve the efficiency and effectiveness of IT support operations. This blog explains what Copilots are before focusing on how they help and why your IT service desk agents need them. What are Copilots? A Copilot is an application that employs AI to help people with tasks and improve their lives and experiences (including for the people they support). Copilots can help across a broad spectrum of areas, including: Automating routine tasks – freeing up people’s time to focus on other work Decision-making – analyzing vast amounts of data quickly to provide insights Real-time guidance – for example, issue-handling assistance Predictive analytics – predicting trends and behaviors based on historical data Personalization – adapting to individual preferences based on previous interactions. Copilots exist for different corporate and social needs, but specific IT support examples are shared next. How Copilots help IT service desk agents Some of the ways a Copilot can be employed in IT support to help IT service desk agents are: Intelligent work intake. There’s no longer a need for manual triage because Copilots can employ natural language processing (NLP) and machine learning to classify, prioritize, and route incident and service request tickets to the appropriate team. Virtual agents (often called chatbots)....

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### Debunking Generative AI Myths in ITSM: It's Time to Rethink

> Gen AI is a trending topic, but many of us are still figuring out how it fits into ITSM. Let's explore how Gen AI can help us work more efficiently.

- Published: 2024-07-09
- Modified: 2024-08-20
- URL: https://www.sysaid.com/blog/generative-ai/debunking-generative-ai-myths-in-itsm-its-time-to-rethink
- Categories: Generative AI
- Tags: AI, Artificial Intelligence, automation, ITSM, service desk
- Blog authors: Avi Kedmi
- Role / functions: CEO
- ITSM maturities: Basic

Gen AI is a trending topic, but many of us are still figuring out how it fits into our daily routines in ITSM.

Gen AI is a trending topic, but many of us are still figuring out how it fits into our daily routines in ITSM. Is it just a passing trend, or could it be a useful tool? Let's explore how Gen AI can help us work more efficiently. Myth #1 Busted: Gen AI Requires Manually Updating Knowledge Bases Ever heard the myth that Gen AI needs constant manual updates to keep its knowledge base accurate? Turns out, that's not entirely true. Modern Gen AI can learn and adapt on its own. It's like having an intelligent assistant who continues to improve without constant supervision. And on That Note, Here’s a Related Myth Busted: Poor Ticket Data Prevents Effective Gen AI Use Some say Gen AI won't work well due to their ticket data quality. But here's the twist – we can blend our data with global knowledge and adjust our approach to make it work effectively. It's a journey of improvement, not an instant fix. Myth #2 Busted: You Can't Control Gen AI and It Makes Mistakes Contrary to popular belief, we have control over Gen AI. We can monitor, tweak, and correct it as needed. It's just like having a helpful colleague who's open to feedback and learns from mistakes. Myth #3 Busted: Implementing a Gen AI Chatbot Takes Months Let's dispel this myth once and for all. Implementing Gen AI-powered tools like chatbots doesn't have to be a lengthy process. We can integrate them seamlessly and get started quickly....

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### Key Factors to Consider when Evaluating AI ITSM Solutions

> The key criteria for evaluating AI in an ITSM solution can be viewed across four groupings. This blog explains all you need to know.

- Published: 2024-06-13
- Modified: 2024-08-20
- URL: https://www.sysaid.com/blog/itsm/evaluating-ai-in-itsm
- Categories: Generative AI, ITSM
- Tags: AI, Artificial Intelligence, automation, ITSM, service desk
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

So, your organization has realized that it needs a new IT service management (ITSM) solution. But what should it include in the evaluation of the available ITSM solution options? Thanks to the wealth of capabilities organizations might want from their new ITSM solution, it has never been an easy activity. However, it’s now even trickier, with ITSM solutions expected to deliver more than just ITSM thanks to enterprise service management initiatives. But there’s also the opportunity of artificial intelligence (AI)-enabled capabilities to consider, too – with the failure to receive these likely to hinder an IT organization’s IT service delivery and support operations and outcomes relative to competitor organizations that have already adopted AI-enabled capabilities. This blog explains some of the key additional criteria your organization needs when evaluating the AI-enabled capabilities available in ITSM solutions. Understanding the Various ‘Flavors’ of AI in ITSM Solution Requirements As you’ll see in the rest of this blog, the key criteria for evaluating AI in an ITSM solution can be divided into groupings. These are, of course, in addition to the requirements for assessing an ITSM solution without AI-enabled capabilities, such as core ITSM process enablement and the non-functional requirements required of any technology solution. When assessing an AI ITSM solution, the key criteria can be broken down into four categories: AI-related capabilities Technology-related capabilities Success measurement Process-improvement-related capabilities. Of course, some of these criteria can be considered to fit into multiple groups depending on your organization’s perspective and needs. 1. AI ITSM:...

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### Overcome Asset Warranty Chaos: 6 Best Practices for Effective Management

> Keeping your IT equipment running smoothly is crucial, But between complex terms, expiring dates, and a claim process that feels like a maze,

- Published: 2024-05-26
- Modified: 2024-07-21
- URL: https://www.sysaid.com/blog/itsm/overcome-asset-warranty-chaos-6-best-practices-for-effective-management
- Categories: ITSM
- Tags: ITSM
- Blog authors: Sofia Skubiy
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Keeping your IT equipment running smoothly is crucial, and warranties are supposed to be your safety net. But between complex terms, expiring dates, and a claim process that feels like a maze, managing warranties can become a real headache for IT professionals. This blog post cracks the code on warranty management, offering 6 best practices to streamline the process and ensure you're getting the most out of your IT investments. 1. Establish a Comprehensive Warranty Inventory: Your Asset "War Room" The foundation of efficient warranty management lies in creating a comprehensive inventory. Think of it as your personal "war room," where you have a clear picture of all your warranties for hardware, software, and anything else in your IT battalion. Here's how SysAid empowers you to build your war room without the stress: Automated Asset Capture: You can upload a list of your assets, including type (laptop, server, printer), manufacturer, model number, and all the warranty details. Feeling lazy? SysAid's Asset Management module can even automate this process, freeing you up for more important tasks (like napping... or conquering the world... we don't judge). Centralized Storage: Say goodbye to lost documents! With SysAid's centralized storage, warranty information is always accessible, no matter where you are.   2. Embrace Automation: Unleash Your Warranty Management Superpowers Remember the days of manually tracking expiration dates and sifting through mountains of paperwork? Yeah, those were dark times. Thankfully, SysAid's warranty management software is here to automate those tedious tasks. These tools act as your...

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### Let's Talk Employee Experience: Why Our AI Chatbot via Microsoft Teams is the Gamechanger You've Been Waiting For

> The way employees interact with IT support is due for a major overhaul. We're talking about saying goodbye to those clunky ticketing systems

- Published: 2024-05-26
- Modified: 2024-08-20
- URL: https://www.sysaid.com/blog/itsm/why-our-ai-chatbot-via-microsoft-teams-is-the-gamechanger
- Categories: Generative AI, ITSM
- Tags: AI Chatbot, automation, employee experience, ITSM, Microsoft Teams
- Blog authors: Christine Pun
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

The way employees interact with IT support is due for a major overhaul. We're talking about saying goodbye to those clunky ticketing systems, relentlessly tapping your IT colleague's shoulder, and impersonal phone calls. Instead, imagine a world where getting IT help could be as easy as chatting with a coworker. This isn't just about convenience, it's about fundamentally changing the employee experience for the better. At SysAid, we've recently released our cutting-edge AI Chatbot via MS Teams, powered by SysAid Copilot. It leverages the power of generative AI to understand natural language and generate human-quality responses. This means employees can get conversational support directly from within the familiar, and preferred interface of Microsoft Teams. So why is this a game-changer? How will it impact employee experience? Let's dive in. The SysAid Copilot Advantage: Our AI Chatbot via MS Teams is like a superpowered search engine for IT and operational needs. It can search through SysAid's system of records, articles in approved SharePoint sites, documents, and even public websites. SysAid Copilot can be monitored, fine-tuned, created, and tailored to meet the unique needs of any organization. Think of it like training a super-smart assistant who knows all your company's ins and outs. For example, agents can upload an HR policy so employees can get answers to questions specific to their organization, right on the spot. Meet Employees Where They Are: Employees are already living in MS Teams for communication and collaboration. Would you believe that 300 conversations take place every minute...

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### Employee Experience is for IT Service Provider Staff, Too

> The IT organization is focusing more on the employees it serves, but what about the employees working in IT and their employee experience? 

- Published: 2024-05-22
- Modified: 2024-05-22
- URL: https://www.sysaid.com/blog/itsm/employee-experience-is-for-it-service-provider-staff-too
- Categories: ITSM
- Tags: employee experience, ITSM
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

There’s no escaping the continuing march of employee experience in IT. Over the last few years, most IT organizations have recognized the importance of better meeting employee or end-user needs and focusing improvements on what matters most to them. They might not have yet invested in employee experience measurement (or digital employee experience (DEX) management) mechanisms to gain greater insight into how IT operations help or hinder these employees and business outcomes. But they are likely talking about it. The IT organization is focusing more on the employees it serves through its IT service delivery and support capabilities, which must be a good thing. But what about the employees working in IT and their employee experience? IT employees and processes have long been the “cobbler’s children” There’s a saying that “the cobbler’s children are the worst shod. ” This “old English” means that the shoemaker’s children have the worst, or potentially no, shoes. Reflecting that we can be so focused on serving the needs of others that we forget, or never get around to, meeting the needs of those “closer to home. ” In the case of employee experience, it’s more than likely that IT organizations will be so focused on improving the experiences for the employees or end-users they serve that they’ll overlook the expectations and needs of IT staff. It first happened in the 1990s when IT organizations originally introduced business-enabling technology, and I predict that it will happen again with experience management if we aren’t careful. Customer...

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### How Does AI in ITSM Enhance Service Management?

> Explore this blog to discover how AI in ITSM improves processes. Uncover specific methods that enhance ITSM through AI. Dive in now!

- Published: 2024-04-25
- Modified: 2025-02-26
- URL: https://www.sysaid.com/blog/generative-ai/ai-improves-itsm
- Categories: Generative AI
- Tags: AI, Artificial Intelligence, automation, change management, incident management, ITSM, knowledge management, service desk
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

There’s a lot of media hype around artificial intelligence (AI), especially on the back of the buzz created by generative AI tools such as ChatGPT. However, this hype shouldn’t overshadow the AI-enabled capabilities already added to IT service management (ITSM) tools, including the use of generative AI. Especially the capabilities that improve ITSM process efficiency and effectiveness in line with the automation mantra of “better, faster, cheaper” operations and outcomes.   This blog looks at some specific ways that AI-enabled capabilities have been introduced to ITSM tools, taking a process-based perspective. But first, here’s some benefits-focused scene setting. The Benefits of AI in ITSM The potential benefits of AI for ITSM include: Improved service experiences including personalization, with AI able to provide personalized engagements to end-users based on their profile, including past interactions and preferences. Improved operational efficiency and speed, with AI automating routine ITSM tasks. This includes improved Level 0 support capabilities via AI-powered chatbots and virtual assistants that can handle basic inquiries and support requests. Cost reduction, which includes labor savings and a reduction in the costs related to service downtime. Enhanced decision-making because AI technologies such as machine learning can analyze large data sets to identify patterns and trends that inform better decisions. This includes better planning, with AI predicting future demand for IT resources and allocating resources optimally. Proactivity, including with problem-solving capabilities, because AI can predict potential issues before they occur by analyzing system performance data. Enhanced IT security by identifying and responding to security...

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### How Best to Sell Enterprise Service Management to Other Lines of Business

> Advice on how best to sell enterprise service management to other lines of business. Rea the full article here.

- Published: 2024-03-14
- Modified: 2024-07-21
- URL: https://www.sysaid.com/blog/itsm/sell-enterprise-service-management-other-business
- Categories: ITSM
- Tags: enterprise service management, ESM, ITSM
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

The IT service management (ITSM) world is always full of trends, and many take a long time to move from “the next big thing” to being mainstream ITSM best practices. The opportunities of enterprise service management (also known by the acronym ESM) are among these ITSM trends. It’s the use of ITSM capabilities by other lines of business – such as Human Resources (HR), Facilities, Finance, and Legal – to improve their respective services, operations, experiences, and outcomes. Enterprise service management has seen the initial interest of over a decade ago turn into something different in recent years. What started as a “quick fix” for the need for process-enabling technology in other lines of business moved to sharing service management best practices before seeing its adoption accelerate because of the global pandemic. This latter change was caused by the corporate need for digital transformation, specifically the business-process digital enablement element. But what if your IT organization still needs to sell enterprise service management to other lines of business? To help, this blog offers advice on how best to position what can be seen as ITSM capabilities as the solution to the digital enablement needs of other lines of business. 1 - Be careful about using IT-created terminology The term “enterprise service management” will mean little to other lines of business. Neither will much of the ITIL-created process terminology, such as incident and problem management. Instead, enterprise service management needs to be described and positioned differently to better sell its value...

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### Practical Business Use Cases for ESM

> This blog shares some practical business use cases for ESM (enterprise service management). Take a look here.

- Published: 2023-12-14
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/practical-business-use-cases-for-esm
- Categories: ITSM
- Tags: enterprise service management, ESM, IT service management, ITSM, service desk
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

While enterprise service management is frequently described as the extension of IT service management (ITSM) capabilities to other business function departments to help improve their operations, services, experiences, and outcomes, the reality is that the shared capabilities are often related to the IT service desk and its service and support capabilities. There’s more insight on this below. With this in mind, it’s good for organizations looking to start or expand on existing enterprise service management strategies to understand where enterprise service management is commonly applied. To help, this blog shares some practical business use cases for enterprise service management. What the enterprise service management “footprint” looks like While enterprise service management definitions might make it look like organizations are sharing all 34 ITIL 4 management practices with other business functions, the reality is that some ITSM processes or practices are shared more than others. Plus, some business functions are more amenable to enterprise service management than others. These spectrums are evidenced in Axelos and HDI surveys. The global Axelos Enterprise Service Management Industry Report 2021 found that: Customer service/support was the most common recipient of shared service management capabilities (50% of organizations). This figure equated to 74% of the organizations with ongoing enterprise service management strategies. The level of adoption for other business functions, across all organizations, was business operations 42%, human resources (HR) 29%, security 27%, facilities 21%, finance 21%, procurement 19%, sales and/or marketing 15%, and legal 9%. The most commonly shared ITSM capabilities were incident management 53%,...

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### Preparing IT Staff for AI Use

> Tips to ensure that your org’s adoption of AI for ITSM is facilitated by focused, people-related activities that prepare IT staff for AI use.

- Published: 2023-11-08
- Modified: 2024-08-20
- URL: https://www.sysaid.com/blog/itsm/preparing-it-staff-for-ai-use
- Categories: Generative AI, ITSM
- Tags: AI, Artificial Intelligence, ITSM
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

While there’s much IT service management (ITSM) focus on the technical skills required to introduce artificial intelligence (AI)-based capabilities, there’s also a need to ensure that people (both IT staff and the people they serve) are suitably educated and potentially trained to fully benefit from the new capabilities. This need is encapsulated within the use of organizational change management tools and techniques. However, it’s still worthwhile ensuring that your organization’s adoption of AI for ITSM is facilitated by focused, people-related activities that prepare IT staff for AI use. The key challenges with AI adoption for ITSM A short AI survey by ITSM. tools found that: 73% of the organizations with an ITSM tool have access to AI capabilities 84% of organizations have adopted some form of AI capability (either in IT or business functions) In terms of the key challenges, the survey found that over half of the respondents felt the “lack of skilled people internally” to be a barrier to AI adoption success. ChallengesPercentageLack of skilled people internally57%Competing priorities for resources44%Legacy IT applications and infrastructure43%Employee resistance to change40%Additional costs38%Organizational politics and other barriers34%The available intelligent automation capabilities24%Lack of third-party assistance16%Don’t Know or N/A4% However, all these statistics need to be recognized in the context of the likely survey bias caused by the survey’s singular focus on AI. 5 steps for preparing IT staff for AI use As mentioned, organizational change management tools and techniques can help ensure that IT staff are fully prepared for the AI-based ITSM use cases...

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### SysAid On-Prem Software CVE-2023-47246 Vulnerability

> SysAid On-Prem Software CVE-2023-47246 Vulnerability - Learn about the security flaw in SysAid's on-premises software version.

- Published: 2023-11-08
- Modified: 2024-04-17
- URL: https://www.sysaid.com/blog/service-desk/on-premise-software-security-vulnerability-notification
- Categories: ITSM, Service Desk
- Blog authors: Sasha Shapirov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Written by Sasha Shapirov CTO @ SysAid & Profero Incident Response TeamOn Nov 2nd, a potential vulnerability in our on-premise software came to our security team’s attention. We immediately initiated our incident response protocol and began proactively communicating with our on-premise customers to ensure they could implement a mitigation solution we had identified. We engaged Profero, a cyber security incident response company, to assist us in our investigation. The investigation determined that there was a zero-day vulnerability in the SysAid on-premises software. We urge all customers with SysAid on-prem server installations to ensure that your SysAid systems are updated to version 23. 3. 36, which remediates the identified vulnerability, and conduct a comprehensive compromise assessment of your network to look for any indicators further discussed below. Should you identify any indicators, take immediate action and follow your incident response protocols. What Happened The investigation identified a previously unknown path traversal vulnerability leading to code execution within the SysAid on-prem software. The vulnerability was exploited by a group known as DEV-0950 (Lace Tempest), as identified by the Microsoft Threat Intelligence team. The attacker uploaded a WAR archive containing a WebShell and other payloads into the webroot of the SysAid Tomcat web service. The full directory path was C:\Program Files\SysAidServer\tomcat\webapps\usersfiles\.  The WebShell provided the attacker with unauthorized access and control over the affected system. Subsequently, the attacker utilized a PowerShell script, deployed through the WebShell, to execute a malware loader named user. exe on the compromised host, which was used to load...

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### Managing Healthcare Onboarding and Offboarding More Efficiently

> Here we look at the common challenges of healthcare onboarding before explaining how existing IT practices can be used to make improvements.

- Published: 2023-10-19
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/service-desk/healthcare-onboarding-offboarding
- Categories: Service Desk
- Tags: Healthcare, ITSM, offboarding, onboarding, service desk
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

If you think back to when you joined your Healthcare organization, you’ll probably remember the experience. It might have been super slick with everything in place for your first day at work. However, employee onboarding can be complicated, with Sapling HR stating that the average new hire is expected to complete 54 activities during onboarding. This figure is likely to be even higher in Healthcare environments. For many Healthcare organizations, the onboarding and offboarding of both permanent and temporary employees (or contractors) can be problematic, with it taking far longer than it should. Even worse, an employee can find themselves starting without the full complement of equipment they need to be a fully functioning staff member. The quality of onboarding can also affect employee retention, with research by Brandon Hall Group finding that great employee onboarding can improve employee retention by 82%. To help, this blog looks at the common challenges of employee onboarding before explaining how existing IT practices can be used to improve your Healthcare organization’s onboarding and offboarding capabilities. The common challenges with employee onboarding Many organizations will say that their employee onboarding process takes too long and is filled with examples of “dropped batons,” where tasks are delayed or even lost. These are the symptoms, though, with the root causes likely to be one or more of the following: A lack of process structure and consistency Communication gaps, which can include unclear expectations on responsibilities and timeframes as well as onboarding messages (that likely have tasks)...

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### Automating Healthcare Workflows Using IT Practices to Improve Efficiency

> Automate healthcare workflows with IT practices for improved efficiency. Learn more from SysAid.

- Published: 2023-10-12
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/service-desk/automating-healthcare-workflows
- Categories: Service Desk
- Tags: automation, Healthcare, ITSM, service desk, Workflow Automation
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Healthcare organizations are not immune to the need to increase process efficiency, improve employee productivity, and reduce costs. According to McKinsey research in 2020, 33% of Healthcare provider tasks could be automated to reduce costs and improve affordability. Whether it’s the need to streamline operations to improve competitiveness or meet industry regulations such as the 1996 Health Insurance Portability and Accountability Act (HIPAA) requirements, workflow automation offers many benefits to Healthcare organizations. One solution is the procurement and implementation of a process automation tool. However, Healthcare organizations with a fit-for-purpose IT service management (ITSM) tool already likely have the business-wide workflow automation capabilities they need. This blog explains why. The need for workflow automation in Healthcare organizations Organizations have automated manual operations since the 18th Century, when the Industrial Revolution took manufacturing operations from hand-production methods to machine use, i. e. automation. However, no matter the automation already in play, there’s still usually the opportunity to further automate practices, especially workflows – where there’s likely still the use of paper and personal productivity tools (such as email and spreadsheets) and manual operations that slow down processes and increase operational costs. For a Healthcare organization, the improvement opportunity can cover various operational areas and processes. For example: Administrative processes – such as patient registration, patient scheduling, billing, claims processing, compliance monitoring, and people management Clinical processes – such as patient triage, diagnosis and treatment planning, medication management, surgical procedures, and patient discharge Support services processes – such as supply chain management,...

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### 2024 ITSM Trends – “Do Existing Things Better”

> Which 2024 ITSM trends will be relevant to organizations seeking to improve their business value? This article explores.

- Published: 2023-09-27
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/itsm-trends-2024
- Categories: ITSM
- Tags: automation, employee experience, enterprise service management, ITSM, people, service desk, sustaintability
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

As 2024 rapidly approaches, it’s worth considering what will change in the IT service management (ITSM) industry next year, i. e. , the 2024 ITSM trends. In some ways, there’s “much of the same,” but there’s a need to finally address some long-known needs. As covered in our 2023 ITSM trends blog, value demonstration, people focus, and “advanced ITSM” remain relevant to IT organizations seeking to improve their business value in 2024. Advanced ITSM includes not only doing new things but also doing existing things better – which could cover many of the “ongoing” ITSM trends that will likely be listed in other “2024 ITSM trends” blogs that appear in December and January. These 2024 ITSM trends are covered first in what can be considered an “umbrella trend” that’s a variant of 2023’s advanced ITSM trend – where the focus is on being and doing better rather than simply starting new things. For tips related to these trends, please check out this "ITSM Tips for 2024" from everybody's favorite Joe the IT Guy. Top 5 ITSM Trends For 2024 Many ITSM trends have moved from year to year, appearing in multiple “ITSM trends for” lists because while some organizations have adopted them, they’re still relevant to others. They can also suffer from the time it takes the ITSM industry to bring in new concepts and innovations. These trends include value co-creation or demonstration as an overarching IT and ITSM priority, enabled by the following four focused trends. #1: Enterprise Service...

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### HIPAA and IT Asset Management in Healthcare

> This blog explains where and how ITAM supports HIPAA requirements across various compliance and efficiency needs.

- Published: 2023-09-21
- Modified: 2024-06-09
- URL: https://www.sysaid.com/blog/asset-management/hipaa-and-it-asset-management-in-healthcare
- Categories: Asset management
- Tags: Healthcare, HIPAA, ITAM, ITSM, service desk
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Do you want to know how IT best practices can help with your Healthcare regulatory challenges? Corporate IT asset management (ITAM) capabilities are a great example. They’re commonly extended to other business functions as part of digital transformation or enterprise service management strategies to help manage non-IT technology assets (ITAM is the third most-shared IT service management (ITSM) capability after incident and service request management). A valuable non-IT ITAM use case is in Healthcare scenarios, where ITAM can help with the 1996 Health Insurance Portability and Accountability Act (HIPAA). This blog explains where and how ITAM supports HIPAA requirements across various compliance and efficiency needs, covering IT-provided and medical technology assets. A Healthcare customer example Church Health uses SysAid to address its operational challenges, with ticketing and asset management used across the organization – for example, for physical facility repairs, credentialing, employee onboarding, software troubleshooting, tickets for collecting donated medical equipment, and adding new healthcare providers, drugs, or treatments to a picklist in the system. Another Healthcare-industry-specific function SysAid fulfills for Chruch Health is monitoring encryption on the organization’s laptops. It helps ensure patient medical information is secure and confidential, even in the event of a lost device, avoiding the risk of a costly HIPAA breach. It’s an important capability given that, in 2022, an average of 1. 94 healthcare data breaches of 500 or more records were reported daily. The impact of HIPAA in a nutshell There are a number of key HIPAA coverage areas, including: Protecting patient confidentiality,...

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### ChatGPT in ITSM and ESM: Use Cases

> This blog shares examples of ChatGPT in ITSM and how it can be employed in operations to improve operations and outcomes.

- Published: 2023-08-24
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/chatgpt-in-itsm-and-esm
- Categories: ITSM
- Tags: AI, Artificial Intelligence, automation, ChatGPT, CMDB, ITSM, service desk
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Right now, it’s hard not to notice the hype around corporate artificial intelligence (AI) use caused by ChatGPT, a generative AI tool. At one end of the spectrum, it can provide better answers than Google (and by “better,” I mean more focused and more quickly than taking the Google route) and, at the other, there are opportunities to embed ChatGPT-based capabilities into IT service management (ITSM) and enterprise service management (ESM) operations. This blog shares what ChatGPT is and how it works, the pros and cons of using ChatGPT, and examples of how it can be employed in ITSM and ESM operations to improve operations and outcomes. How ChatGPT works ChatGPT is an advanced natural language processing (NLP) model based on the OpenAI Generative Pre-trained Transformer (GPT) architecture. It’s a generative model, which means it generates text by responding to a prompt or answering questions in a conversational manner. Importantly, it doesn’t have a fixed set of “canned” responses and creates its answers dynamically based on the input it receives. The underlying ChatGPT architecture is based on transformers – neural network architectures that are good at handling sequential data and capturing dependencies and relationships in the text. At its core, ChatGPT is a language model, which means it is trained to predict the likelihood of a sequence of words appearing in natural language. It uses this ability to generate grammatically correct and contextually appropriate text. The model is pre-trained on a massive body of text data from the internet, allowing...

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### Considering Generative AI for ITSM? Here’s What You Need to Know

> What is generative AI in ITSM and how it works (at a high level)plus see ITSM-related examples for its use. Read it here

- Published: 2023-07-26
- Modified: 2024-08-20
- URL: https://www.sysaid.com/blog/itsm/generative-ai-for-itsm
- Categories: Generative AI, ITSM
- Tags: AI, Artificial Intelligence, automation, Generative AI, ITSM, service desk
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

In the world of IT service management (ITSM), people are often keen to understand and potentially try out new technologies. Hopefully, in the context of their business application and the benefits this brings. So what about using generative artificial intelligence (generative AI) for ITSM? It might be that it’s still on your to-do list, with a need to understand what it is and how it works in an ITSM context before dipping your toe into the generative-AI waters. To help, this blog looks at what generative AI is and how it works (at a high level), offering ITSM-related examples for its use. Generative AI technologies explained Generative AI is an AI category where algorithms generate new data based on their training data, having learned the underlying patterns and distributions of the data in the large training data sets. The most common types of generative AI technologies include: Generative Adversarial Networks (GANs) – GANs use a generator and a discriminator neural network to improve their data generation through a feedback loop, where the discriminator critiques the generated data. GANs are often used for visual tasks such as video creation, AI-generated art, and image resolution enhancement. Variational Autoencoders (VAEs) – VAEs learn the probabilistic mapping between the data space and the latent space (it’s best to Google it if you require more insight). Example use cases are drug discovery to create potential new drug molecules and generating new video game content by learning the underlying game structure and features. Recurrent Neural Networks...

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### The Many AI-enabled Capabilities Available to ITSM and ESM

> This blog post shares information on different types of AI-enabled capabilities and how they will benefit your ITSM and ESM operations and outcomes.

- Published: 2023-07-05
- Modified: 2024-08-20
- URL: https://www.sysaid.com/blog/itsm/ai-enabled-capabilities-itsm
- Categories: Generative AI, ITSM
- Tags: AI, Artificial Intelligence, automation, IT service management, ITIL, ITSM, service desk
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

While many blogs talk about the opportunity of artificial intelligence (AI) and its benefits for IT service management (ITSM) and enterprise service management (ESM), it can feel a little like being told that you can now sand a wall after being given a bag of electronic do-it-yourself (DIY) tools. You know that technology can help you. You also understand that the right tool is in the bag. But you don’t necessarily know which piece of equipment is best suited to your need. Which AI-enabled capabilities are best for your organization? To help, this blog post shares information on different types of AI technologies and capabilities and how they will benefit your ITSM and ESM operations and outcomes. Categorizing AI technologies Knowing how best to “slice and dice” the world of AI technologies into easy-to-understand groupings can be challenging. For example, a commonly seen way to separate AI capabilities is across four areas: Reactive machines – basic types of AI systems designed for narrow, specific tasks and unable to learn or apply knowledge from one domain to another. Limited memory – which learn from historical data and past experiences to some extent. Most current AI systems, including chatbots, are limited memory AI. Theory of mind – AI systems that understand human emotions, beliefs, intentions, etc. This AI type is currently a concept rather than a reality. Self-aware AI – an advanced AI that has its own consciousness, emotions, and self-awareness. Self-aware AI is theoretical and does not exist. Three other AI...

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### What You Need to Know About Change Enablement

> This blog looks at everything you need to know about change enablement. From what's different in ITIL 4 to successful CAB meetings.

- Published: 2023-05-24
- Modified: 2023-05-24
- URL: https://www.sysaid.com/blog/itsm/know-about-change-enablement
- Categories: ITSM
- Tags: CAB, change advisory board, Change Approval, Change Enablement, change management, ITIL 4, service desk
- Blog authors: Joe The IT Guy
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Change enablement is the practice that deals with IT change, transitioning new services or their supporting components into your production environment effectively, efficiently, and safely. It's also one of the trickiest practices to get right. We often get it wrong by either going in too hard with restrictions, making it challenging to innovate, or we're not careful enough, which causes service disruption to our businesses and end users. The introduction of ITIL 4 brought a focus on change. It has a new name, is now practice-driven rather than purely a process, and is aligned with the service value system. But what does that mean for stakeholders of the new and improved change practice? This article will look at the following: What has changed with ITIL 4? How to design for an improved colleague and customer experiencePractical guidance on how to run Change Advisory Boards (CABs) within your organization with the support of the DevOps 3 ways. We live in an ITIL 4 world ITIL has existed since the 1980s, so a new version would always be a big deal. The latest version of ITIL has brought some changes to the change practice. Firstly, a name change from management to enablement is a small but crucial detail. Change management was always about controlling and protecting the production environment and the business from there. But that sort of perspective can always act as a blocker. From ITIL 3, we've focused on delivering value and removing blockers, so it would make sense to...

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### Everything You Need to Know about Service Desk Metrics

> Metrics are essential as they communicate value, progress, and improvements, facilitate alignment and collaboration.

- Published: 2023-05-04
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/service-desk/service-desk-metrics
- Categories: Service Desk
- Tags: service desk, Service Desk Metrics
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

When looking at service desk metrics, it’s good to start with your organization’s mission statement. An organization’s mission statement is its reason for being, with it often comprised of multiple components such as customer experience, employee experience, profitability, etc. Goals are usually identified from the mission statement, and specific targets are prioritized from the organizational goals. In addition to these goals, some organizations might have specific objectives and milestones to achieve their goals. However, many organizations can be confused between and often interchange goals and objectives, as no definitive industry definitions exist. For this blog, we will use goals as the target or outcomes to be achieved and objectives as milestones on the journey to achieving these targets. Hopefully, this differentiation will make it easier to understand what you need to know about successful service desk metrics. The pros and cons of traditional service desk metrics Metrics are essential as they communicate value, progress, and improvements, facilitate alignment and collaboration, and convey an organization's contribution to achieving a goal. However, too often, organizations don't clarify or communicate the purpose of a metric, use the wrong metrics, or don't understand why they need to change what they measure to mature and increase the value of the underlying services. The result is confusion, lack of alignment, and a loss of confidence in management. An example is that service desks like to report on Average Speed to Answer (ASA), Abandon Rate (ABA), Average Handle Time (AHT), and resolution time. These are the metrics...

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### How to Increase Manufacturing Throughputs Thanks to Greater Equipment Uptime

> This blog focuses on the ITSM processes and enabling technology that can help both the MTBF and MTTR in the world of manufacturing.

- Published: 2023-03-30
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/how-to-increase-manufacturing-throughputs
- Categories: ITSM
- Tags: ITSM, Manufacturing, Mean Time Between Failures, Mean Time to Repair, MTBF, MTTR
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Manufacturing operations can benefit from IT service management (ITSM) capabilities – from service management principles, through ITSM processes, to the capabilities offered by ITSM tools. In particular, ITSM capabilities can improve equipment uptime and performance. This improvement increases manufacturing throughputs and the manufacturing organization’s operations and outcomes, positively impacting customer perceptions and the financial bottom line. This blog focuses on the ITSM processes and enabling technology that can help both the Mean Time Between Failures (MTBF) and Mean Time to Repair (MTTR). Increasing throughputs by applying ITSM capabilities to manufacturing equipment Through ITSM capabilities, manufacturing companies can improve the IT employed in supporting the company, such as the corporate IT network and direct and indirect manufacturing employees. Examples of the latter include the Human Resources Management System and the PC and telephony devices used by Human Resources personnel. However, this blog is focused on how ITSM can be used to directly improve the manufacturing, rather than IT, equipment employed. Although, it’s appreciated that there can be a blur between the two when equipment is network or internet connected. A separate blog looks at the opportunities for manufacturing organizations to leverage what the IT industry calls enterprise service management to improve operations and outcomes through ITSM capabilities. Examples of ITSM capabilities that can be focused on manufacturing equipment include: Asset management – where these ITSM capabilities help manage the entire lifecycle of the manufacturing equipment, from procurement through to retirement, including tracking, maintenance, and repair. This help can also involve contract...

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### Why Your Modern ITSM Capabilities Need Better Knowledge Management

> Enhance your organization's ITSM capabilities with insights from this blog.

- Published: 2023-03-09
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/knowledge-management-capabilities
- Categories: ITSM
- Tags: Continual Improvement, continual service improvement, Knowled, knowledge management, KPIs, Modern ITSM, service desk
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Knowledge management is a highly adopted IT service management (ITSM) process, or ITIL practice, that organizations continue to struggle with. While the concept of corporate knowledge management dates back to the last millennium, the introduction of knowledge management to ITIL v3 best practices in 2007 and the potential benefits have made it a high priority for many IT organizations in the last decade and a half. In 2023, an effective ITSM knowledge management capability is more important than ever. Because the reliance on shared knowledge has extended beyond the operational needs of IT staff – for example, IT service desk agents seeking solutions to incidents – to include employee self-help (as part of IT self-service capabilities) and machine-learning-based chatbot capabilities. While the phrase “knowledge is power” has been a long-held management cliché, “knowledge is operational fuel” is now likely more accurate. Especially because both traditional self-help and newer virtual assistant capabilities will live or die based on the quality of the knowledge they have access to. However, the modern knowledge management need is not only to power technology-based ITSM use cases but also to maintain IT and business operations in a world of remote working and higher staff departure levels. So, how good are your organization’s ITSM knowledge management capabilities? If they need improvement, then this knowledge management blog is for you. The current state of knowledge management The Axelos 2022 ITSM Benchmarking Report found that knowledge management is the fifth most-adopted ITIL practice at 79% of organizations. However, the...

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### How Service Management Capabilities Will Reduce Your Manufacturing Operating Costs

> This blog looks at the opportunity for ITSM tools and best practices to benefit manufacturing operating costs.

- Published: 2023-02-23
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/service-management-manufacturing-operation-costs
- Categories: ITSM
- Tags: ITSM
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Like many other businesses, manufacturing organizations constantly battle to reduce costs and improve margins and profitability. As part of this fight, manufacturing organizations can employ IT service management (ITSM) tool capabilities and service management best practices to help. However, it’s important to appreciate that the opportunities for manufacturing organizations to benefit extend beyond using ITSM tool capabilities and service management best practices for IT service delivery and support. This use case is merely the first two of four discrete opportunities for your manufacturing organization to benefit. These opportunities relate to the following: The IT employed in manufacturing operations and other business functionsThe IT used by manufacturing and “supporting staff”Manufacturing processes and equipment useOther business functions that enable manufacturing processes. For example, the knowledge management capabilities enabled by an ITSM tool can be used to improve across all four of these opportunities. Plus, it’s essential to recognize that service management capabilities encompass all three of people, processes, and technology, not just the ITSM tool. 1 - Manufacturing-organization IT This is the “bread and butter” opportunity for service management capabilities, particularly ITSM. A raft of ITSM best practices, enabled by a fit-for-purpose ITSM tool, will help deliver “better, faster, cheaper” IT service delivery and support. For example, reducing the total cost of ownership (TCO) and the performance of the IT employed in manufacturing operations, including the technology used by the other business functions needed for the manufacturing organization as a whole to function. This opportunity can involve a variety of service management...

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### Why and How 2023 Will Be an Interesting Year for ITSM

> What’s likely to impact your organization’s ITSM capabilities in 2023 to make it an interesting year for ITSM? This blog by SysAid explores

- Published: 2023-01-26
- Modified: 2024-04-15
- URL: https://www.sysaid.com/blog/itsm/2023-interesting-year-itsm
- Categories: ITSM
- Tags: automation, enterprise service management, IT service management, ITSM
- Blog authors: Sarah Lahav
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Global business operations have changed significantly since 2020. Corporate IT organizations helped deliver this change and accordingly amended their IT service management (ITSM) capabilities. However, much of this was done “on the fly” to ensure business survival, perhaps based on meeting the immediate needs rather than reflecting the required evolution of ITSM to match the business changes. Now that 2023 and a new annual IT budget are here, where and what does your IT organization need to change? It might have spent 2022 making the rapidly-delivered changes more formal and robust. However, further ITSM improvements are likely needed to meet business and employee needs in 2023 and beyond. After all, there’s no doubting the increased importance of technology to business operations and outcomes, with this only increasing going forward. So what’s likely to impact your organization’s ITSM capabilities in 2023 to make it an interesting year for ITSM? Trend #1 – value demonstration Demonstration isn’t the key word here; value is. An IT organization can’t successfully demonstrate the value it has created or co-created without knowing what business stakeholders deem valuable. So when (and not if) your organization needs to change the IT performance conversation – from what it has done to what it has achieved (and in business terms) – this understanding of value is paramount. It’s not easy, though. First, IT has probably never connected what it does to business results. Second, various business stakeholders have differing views on what value is (and isn’t). A lot has already...

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### Getting Started with Continual Improvement

> Here Joe the IT Guy provides guidance on how to embed continual improvement in your day-to-day activities successfully.

- Published: 2022-12-21
- Modified: 2022-12-21
- URL: https://www.sysaid.com/blog/itil/getting-started-continual-improvement
- Categories: ITIL, Service Desk
- Tags: Continual Improvement, DevOps, ITIL 4, service desk
- Blog authors: Joe The IT Guy
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Continual improvement is part of the service value ecosystem that improves service delivery and customer experience (CX) and is arguably one of the most important practices of any service organization. The Continual Improvement ITIL 4 Practice Guide (2020) defines continual improvement as follows: “The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services. ”  Sounds simple right? However, all too often, IT service management (ITSM) teams look at continual improvement as either a project (it’s not) or take on too much, opting for a ‘big bang’ approach, resulting in feeling overwhelmed and nothing ever really improving. Whereas the correct way to approach continual improvement is to look at making small, achievable improvements so that you to continue to make things better (and better – it’s continual, see? ) over time. Back in 2021, I wrote a blog featuring 5 tips for adopting continual improvement, but I still think many organizations are struggling to see how to make continual improvement a standard day-to-day practice on the service desk. So, to help get you started or to improve what you already have in place (see, we’re improving already), in this blog, I provide additional guidance on how to embed continual improvement in your day-to-day activities successfully. Use the force Or, in our case, the ITIL guiding principles. My good friend, Stuart Rance, has...

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### 7 Key Steps for When Your IT Service Desk is Struggling  

> This blog offers up seven practical steps for what to do when your service desk is struggling. Read it here.

- Published: 2022-11-30
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/service-desk-is-struggling
- Categories: ITSM, Service Desk
- Tags: IT service management, ITSM, Leadership, Major Incidents, service desk, Service Level Agreements, SLA, Wellbeing
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

It’s not uncommon for IT service desks to be under pressure. Working in IT has always been fast-paced and challenging for people, but the increased business and employee expectations have impacted workloads and collective stress levels. Sadly, this isn’t going to go away. For example, ITSM. tools survey data found that 88% of people think working in IT will get harder over the next three years. So, IT professionals must get used to increased workloads, different working conditions, more remote and hybrid support calls, and new technology solutions and delivery mechanisms. All of this adds up to an industry-wide feeling of being out of control and in a perpetual struggle to meet targets. To help, this blog looks at seven opportunities to improve things when your IT service desk is struggling. 1. Be realistic about the situation Sometimes we can’t help being in a particular situation. For example, the circumstances that cause an incident backlog – perhaps incidents are linked to problem records that are still under investigation. Maybe open service requests are for something we don’t have a budget for yet or that we’re unable to support. Perhaps the person calling in needs to speak to a different team, like facilities or procurement. The temptation in IT is “but we can fix that,” but sometimes we can’t. In our experience, most IT service desk techs don’t want to disappoint the end user, but at the same time, we need to be realistic about where we are and what we...

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### The Future of IT Self-Service: Self-Resolving with Conversational Bots

> In this blog you'll learn how the future of IT self-service involves employees self-resolving with conversational bots.

- Published: 2022-09-14
- Modified: 2025-03-17
- URL: https://www.sysaid.com/blog/itsm/self-service-conversational-bots
- Categories: ITSM
- Tags: AI, Artificial Intelligence, Conversational bots, self-service, self-service portal
- Blog authors: SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

How many IT service management (ITSM) survey reports and blogs have you read that talk about the issues the IT support industry has had, and continues to have, with IT self-service portals? I’d imagine the answer is “too many. ” While using self-service as part of an omnichannel approach to service and support has worked well in many consumer-world scenarios, the same hasn’t been true for corporate IT use cases. The industry has known the contributory issues for at least half a decade. However, organizations can still struggle to get the level of employee uptake needed to consider their IT self-service portal a success. And even then, the employee experience associated with the portal might be lacking compared to other IT support channels. Thankfully, there’s now a better way. One that repositions the issue to solve it. What’s interesting about the solution, though, is that while it employs new technologies, it also relies on one of the oldest ITSM capabilities – knowledge management. Intrigued? Please keep reading to learn more about how the future of IT self-service involves employees self-resolving with conversational bots. But first, there’s a need to understand how poorly traditional IT self-service has fared – because this helps to explain the need for conversational bots. Why traditional IT self-service is dead (or at least on life support) The IT self-service portal was going to address various IT support issues, with the promise of “better, faster, cheaper” IT service and support capabilities. In particular, meeting employees’ consumer-world-driven support...

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### How SysAid manages agents behind restricted firewall rules with AWS IoT Core

> How SysAid manages agents behind restricted firewall rules with AWS IoT Core - SysAid blog. Read now.

- Published: 2022-08-17
- Modified: 2024-04-17
- URL: https://www.sysaid.com/blog/sysaid-tech/how-sysaid-manages-agents-behind-restricted-firewall-rules-with-aws-iot-core
- Categories: SysAid Tech
- Blog authors: Jonathan Yom-Tov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

This blog post will outline how SysAid uses AWS IoT Core and the MQTT over WebSocket Secure communication protocol at scale for managing remote software agents and overcoming restricted firewall rules securely.

Originally published on AWS Official Blog by Doron Bleiberg and Jonathan Yom Tov. This blog post will outline how SysAid uses AWS IoT Core and the MQTT over WebSocket Secure communication protocol at scale for managing remote software agents and overcoming restricted firewall rules securely. SysAid is a global Software as a service (SaaS) automation company that provides IT Service Management (ITSM) and Asset Management solutions, which serve thousands of customers. Sysaid provides software for IT teams to control all aspects of service management. Introduction SysAid software agents are installed at the customer’s site. Agents collect telemetry and status from IT resources such as computers and printers and relay it to the SysAid SaaS service running on AWS. Occasionally, the SaaS backend needs to reach the agents, instructing them to take specific actions, such as configuration changes. To enable communication, the simplest solution is for the agents to initiate connection with the cloud on specific allowed IPs and ports, periodically polling for the latest instructions. However, this approach generates a lot of network traffic. As an example, if an agent polls once per second, that’s 86,400 requests a day. Over thousands of customers, that can easily come to billions of requests a month or more. Additionally, since over 95% of the time the server has no message waiting for the agent, most of this traffic is redundant and unnecessary. Furthermore, corporate firewalls often restrict inbound and outbound traffic to be transmitted over a small range of TCP ports. This is done as a security measure to...

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### Prioritizing ITSM Improvements Based on Employee Experience Impact

> In this blog Greg Sanker looks at how to introduce a new way to prioritize improvement work in direct alignment with EX.

- Published: 2022-07-20
- Modified: 2024-04-16
- URL: https://www.sysaid.com/blog/itsm/prioritizing-itsm-improvements-employee-experience
- Categories: ITSM
- Tags: employee experience, EX, IT service management, ITSM
- Blog authors: Greg Sanker
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Traditionally, efforts to improve IT service management (ITSM) practices was tied primarily to either objective maturity models, or where there's desire or opportunity to improve. In this article I’ll describe why all improvement efforts must support employee experience (EX) and then introduce the concept of mapping specific EX points to the ITSM practice(s) that most directly contribute to that element. It's worth pausing to note that the art and science of Customer Experience (CX) is often times intermixed with EX. For all practice purposes, they’re the same; but when an internal IT department speaks of customers of its services, they most often mean non-IT employees of the same organization. The opportunity, then, is that excellent employee experience empowers employees to provide better value to the organization’s customers (what ITIL 4 refers to as cocreation of value. ) Note: I’ll not be addressing experience level agreements (XLAs) or user journey/value stream mapping but I will reference them. This will not be a typical how-to, but rather introducing a new way to prioritize improvement work in direct alignment with EX. The question of where and how to improve ITSM practices has been somewhat of an enigma for many years. It’s not uncommon to start with maturity assessments, where practice areas are benchmarked against established maturity models (like CMMI, ITIL Maturity Model, etc. ). Once current maturity is established, target maturity in key practice areas is planned. With current and desired future states defined, it’s straightforward to develop an improvement plan to get...

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### How an AI-enabled Service Desk Improves Employee Experience

> This blog looks at the opportunities and benefits that AI-enabled service desk capabilities offer to improve employee experience.

- Published: 2022-06-23
- Modified: 2024-08-20
- URL: https://www.sysaid.com/blog/itsm/how-an-ai-enabled-service-desk-improves-employee-experience
- Categories: Generative AI, ITSM
- Tags: automation, employee experience, EX, Intelligent automation, IT service management, ITSM, service desk
- Blog authors: Sarah Lahav
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

If you work (or have worked) on an IT service desk, you’ll have felt many of the pressures or challenges that IT support teams commonly face. Sometimes perhaps without being fully aware of why there never seems to be “enough hours in the day” to achieve everything that’s asked of your IT service desk.   The list of common IT service desk pressures and challenges seems to be growing too – as the business and IT worlds continue to change, reflecting the increasing reliance on technology and the greater complexity of operations and the IT that enables them. To help with these pressures and challenges, this blog looks at the opportunities and benefits that artificial intelligence (AI)-enabled service desk capabilities offer. But first, it’s worth taking a quick run through some of the challenges your IT service desk is facing or is likely to face in the future. And then you’ll appreciate even more how SysAid for Teams can help. The Common IT Service Desk Pressures and Challenges Not all of the following will apply to your IT service desk, but this list is a good summary of what is being seen across the IT industry: Higher ticket volumes Tighter budgets  Higher end-user expectations Issues with staff retention and recruitment ITSM tool issues  Insufficient improvement resources Like I said, not every common IT service desk challenge will apply to your organization, but many will and – importantly – there are likely interrelationships between them that need to be handled carefully....

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### How to Tell a Story That Pops

> How to apply the magic formula to make your brand stand out and tell a story that pops

- Published: 2022-05-26
- Modified: 2022-05-26
- URL: https://www.sysaid.com/blog/events-marketing/how-to-tell-a-story-that-pops
- Categories: Events and Marketing
- Blog authors: Sarah Libi
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Back at my desk after a busy week in the UK at an industry tradeshow, it’s time to recap. In fact, as a Marketing Communications Manager, recapping a show is a process and takes different forms. Internal comms, social media, pictures, video clips, team debriefing, and of course results and numbers. While I work my way through the steps and wrap it all up for the different functions and channels in our organization, I’m realizing that my favorite part of creating our brand presence at the show is how we tell our story. Imagine, a 2-day event, attended by over 3,000 visitors looking to deliver smarter IT service and business efficiency. Now imagine, a hall full of 68 of the industry’s top vendors exhibiting over 200 IT Service Management products and services. How do you make your brand stand out? Here’s the magic formula. Have a clear message. Keep it simple. Make it fun. And with that in mind, we built a mini-golf course smack-bang in the middle of our booth. Now you ask, “what on earth does mini-golf have to do with ITSM? ” Here’s where the story begins The golf course was full of obstacles. Just like a bad employee experience. From manual resolution to broken workflows through misrouted tickets, you name it. Actually, we did name them. When visitors came by our booth, we invited them in to take a swing. Geared in their SysAid golfing cap, players had 10 seconds to sink their “ticket” into the...

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### Stop Wasting Time And Start TESTING

> This article delves into the myriad of benefits of shift-left testing, and offers up suggestions how to increase code quality.

- Published: 2022-05-25
- Modified: 2024-03-19
- URL: https://www.sysaid.com/blog/sysaid-tech/stop-wasting-time-and-start-testing
- Categories: SysAid Tech
- Tags: Code, Coding, Shift left
- Blog authors: Jonathan Yom-Tov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

This is based on a talk given to SysAid R&D by Dr. Shmuel UrWe’ve all been there. Someone, a lecturer, or a product manager, wants us to build something quickly. It could be a homework assignment or a proof of concept or a MVP, but the important thing is to get it out there quickly. So we cut corners, twist monads, and bang out a couple hundred lines of code and voila! It works. No need for unit tests, code reviews, or (gasp! ) manual QA. Now for many developers the lesson here is that we can get a feature out the door more quickly if we don’t have to coordinate with other people for e. g. testing and review. Relax those constraints and developing a new feature gets faster and easier. Except that as we all know there’s a wide gulf between something that works for a demo and a robust feature that survives user interaction, network outages, and other abuse. Why code quality is important Say that feature sailed out of our desktop and breezed itself through our CD into production. Now someone finds a bug. The button’s font is invisible, the server crashes every second Monday at 10:19PM. You know, something nice. The first person to realize this is the customer, he contacts support, who go through tiers 1-4 and then to R&D. Someone has to realize who’s responsible for the bug and route it back to us and now we have to fix it. So multiple...

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### How to Measure Employee Experience

> Here Ben Brennan discusses some of the key data points from SysAid's 2022 State of Service Management study related to employee experience.

- Published: 2022-05-19
- Modified: 2022-10-13
- URL: https://www.sysaid.com/blog/itsm/measure-employee-experience
- Categories: ITSM
- Tags: CSAT, employee experience, EX, IT service management, ITSM, service desk
- Blog authors: Ben Brennan
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Last month I was privileged to get to sit in with the SysAid team and help present the results from their 2022 State of Service Management study. SysAid collected surveys from over 1,200 IT professionals and we revealed the results live to over 800 folks from around the globe on a webinar with Erik Snider and Gaelle Elgazar. Besides being an absolute blast and a fun conversation, the data was eye-opening in several ways, particularly when it comes to the topic of employee experience. The first eye-opener for me was this graphic showing that providing a good employee experience was identified by IT leaders as the #1 challenge in offering remote support. Don’t get me wrong, I’m not surprised that this is a challenge, but what I loved was that IT leaders across the globe are talking about it, that it’s a priority. Listen, providing a good experience for remote employees has always been a huge challenge. The fact that IT leaders are now identifying it as such, however, is an amazing indicator that we, as an industry, are still trending in the right direction, even more so after the pandemic, and that the term IT “experience” is likely to move beyond buzzword status and onto the priority lists of IT leaders everywhere. But let’s not get too excited just yet. Identifying experience as a challenge and solving experience in reality are two different things. A few slides later in the webinar, the following slide caught my eye and provided...

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### Still Insecure About Cloud? Then Read This Cloud Myth Debunker!

> Statements like this show there's still a lack of understanding about the use of public cloud services. Joe the IT Guy debunks all the myths!

- Published: 2022-05-18
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/cloud/still-insecure-about-cloud-then-read-this-cloud-myth-debunker
- Categories: Cloud
- Tags: cloud, help desk, IT service management, ITSM
- Blog authors: Oded Moshe, SysAid
- Role / functions: IT Manager
- ITSM maturities: Basic

Statements like this show there's still a lack of understanding about the use of public cloud services. Joe the IT Guy debunks all the myths!

Are you like me and still hearing crazy stuff about security in the cloud? “We don’t think public cloud is secure. ” “We’re interested in cloud, but we’d need to overcome the security issues. ” “You can’t trust cloud because someone else has control of it. ” “The on-premises delivery model is ultimately cheaper than cloud. ” Questions such as these, and similar, show that there’s still a lack of understanding (and potentially myths) out there around the use of public cloud services – to improve your organization’s IT services, flexibility for change, and bottom line. Now before I start my blog proper (I mean rant really), I realize that different organizations are at different levels of IT service management (ITSM) maturity, have different business models, and different risk appetites. And therefore, it’s hard for me to write about cloud in the context of an average organization because I can guarantee their needs will be different to yours. So please bear this in mind when you read my responses to many of the common objections to cloud. It’s time to make it rain cloud truths! Myth 1: “Cloud Isn’t Secure” Almost every time I hear seriously negative vibes towards cloud, pointing at security, they are from organizations that already have considerable on-premises management issues. So, bear this in mind when your colleagues start bringing up their cloud issues and concerns – security-based or otherwise – as they might just not want you to open up their existing “can of worms....

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### The Top 5 Things ITSMers Get Wrong about Cloud Migration

> Some cloud “attitudes” can lead ITSM professionals to do the wrong thing such as lift-and-shift cloud migrations.

- Published: 2022-05-18
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/cloud/top-5-things-itsmers-get-wrong-cloud-migration
- Categories: Cloud
- Tags: cloud, help desk, IT service management, ITSM
- Blog authors: Oded Moshe, SysAid
- Role / functions: IT Manager
- ITSM maturities: Basic

Some cloud “attitudes” can lead ITSM professionals to do the wrong thing such as lift-and-shift cloud migrations.

As an IT service management (ITSM) professional, which public cloud “camp” are you in: Cloud is great? Cloud is a disaster? Couldn’t care less about cloud? (Hopefully none of you are still at “what’s cloud? ”) These and many other cloud “attitudes” tend to be present, all at the same time, in a typical enterprise. And, worryingly for ITSM professionals, it can lead to doing the wrong thing such as lift-and-shift cloud migrations. A lift-and-shift migration is the seemingly simple and innocuous process of moving a workload from on-premise to the public cloud – changing little and with the same operational model. Lift-and-shift is perceived as a low-risk approach to getting into the cloud because of the assumption that “if you don’t change anything, then surely it’s kind of the same as before the move. ” That moving a workload to the cloud is like moving from one server type to another, after all cloud is just running your workload on someone else’s servers, right? ! No, cloud is not “just someone else’s servers. ” Public cloud is a different operating and business model to on-premise and it’s why ITSM professionals need to be involved. But before they do, they need to be able to avoid the five common misconceptions about migrating to the public cloud. 1. Lift-and-Shift to Cloud is a Good Idea This is an appealing idea among people who are risk-averse and/or are not familiar with cloud. The people who want change but don’t want to change....

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### Microservices Architecture: Asynchronous Communication is Better

> There are many communication protocols but for web applications - this blog looks at why you should favor asynchronous in all cases.

- Published: 2022-04-14
- Modified: 2025-02-26
- URL: https://www.sysaid.com/blog/sysaid-tech/microservices-architecture-asynchronouscommunication-better
- Categories: SysAid Tech
- Tags: microservices, SysAid tech
- Blog authors: Jonathan Yom-Tov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

In recent years there’s been a lot of talk about microservices architecture. Switching from a monolithic architecture to a microservices based architecture is a complicated step that requires rethinking many aspects of development, testing, and deployment. One of the most important aspects of software architecture is communication. How do we pass messages between components? In a monolithic architecture that’s straightforward: everything is written in the same language and we can simply call methods to execute some logic on our data. In a microservices architecture this, like many other things, it’s not as straightforward. Types of communication Generally speaking there are two types of communication: synchronous and asynchronous. You either want to have a reply, or you don’t. With synchronous communication the caller sends a message and waits for the receiver to respond. This is appropriate for actions such as login and purchase, in which the caller must have a reply. With asynchronous communication the caller skips the wait and continues executing whatever code is necessary. So, for example, in many cases changing settings is not something the caller would want to wait on. There are many communication protocols but for web applications the mainstream application level protocols are HTTP/S for synchronous communication and AMQP for asynchronous. Given that most sufficiently complicated applications have a need for both synchronous and asynchronous communication it’d make sense to employ both methods. But what if I told you that you should favor asynchronous in all cases? Talk to the hand you say? Trust me,...

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### Pros with Benefits: ITSM Capabilities for Better Business Functions

> In 2022 enterprise service management needs to offer businesses so much more than just shared ITSM capabilities. This blog explores.

- Published: 2022-03-24
- Modified: 2025-03-17
- URL: https://www.sysaid.com/blog/itsm/itsm-capabilities-better-business-functions
- Categories: ITSM
- Tags: Citizen Developers, enterprise service management, ESM, IT service management, ITSM
- Blog authors: SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

It’s common to fall into thinking of enterprise service management (ESM)as simply sharing core IT service management (ITSM) capabilities with other business functions. However, the service professionals in these other business functions are in dire need of the ability to create digital workflows. The workflows that will allow them to undertake the work they need to do. And do it faster.   Sure, these service management professionals will benefit from sticking to the trusty ITSM best practice processes for handling requests for help, information, new services, and change.   But, and it’s a BIG but, in 2022, enterprise service management should offer them much more.   How much more exactly? This blog explains just that.   (cue the drum-roll) What’s In This Article? The Traditional View of Enterprise Service Management  Not Your Everyday ESM Facilitating “citizen developers” Citizenship with Benefits. The Traditional View of Enterprise Service Management  In large, enterprise service management can thank its origins for the traditional view it adopted from people “on the inside”. Historically, various business functions used the corporate ITSM tool to help teams formalize manual practices, coping with increasing workloads.   And probably save a pretty penny too.   Where enterprise service management is defined as something like: “the use of ITSM principles and capabilities by other business functions to improve operations, services, experiences, and outcomes. ” This approach has meant that other business functions have benefited from the corporate ITSM tool’s automated workflows for incident management, service request management, and asset management.  ...

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### From Monolith to Microservices

> Monolith to microservices - the story of how we broke off a piece of our monolith in order to greatly increase our system’s reliability.

- Published: 2022-01-26
- Modified: 2022-01-26
- URL: https://www.sysaid.com/blog/sysaid-tech/monolith-to-microservices
- Categories: SysAid Tech
- Tags: AWS, microservices, monolith, SysAid tech
- Blog authors: Jonathan Yom-Tov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Monolith to microservices is a transition that many companies are making nowadays. There are many advantages, and not a few disadvantages, to making the switch. In this post I’ll show how we diverted some of our traffic from our monolith to a new microservice and the benefits we reaped from that change. The problem SysAid’s traffic can be split into two sources: human and machine. Our human traffic originates with our users and our machine traffic comes from software agents our customers install on their computers. The agents report back to the system with information that helps the system administrators perform asset management and IT service management (ITSM) more efficiently. The software agents report on their status by sending messages to our servers, which are written to our database. Some of the agent traffic is served by the same application servers as our human traffic. Here’s a diagram illustrating the situation. Our software agent sends a HTTP message (1) that gets routed from our load balancer to one of our application servers (2), from there it’s written to the file system (3) and a background task (4), writes the contents of the message to our database (5).   It should be mentioned that the load characteristics of the traffic from humans and machines differ. The former is affected by on-hours and off-hours. The latter is more bursty, with no specific pattern. It’s quite common for many agents from one client to report every hour on the hour, causing a sudden...

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### Understanding Enterprise Service Management Systems

> What is an enterprise service management system, how does it differ from ITSM and how can it benefit a workplace? Find out everything and more here.

- Published: 2022-01-23
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/understanding-enterprise-service-management-systems
- Categories: ITSM
- Tags: enterprise service management, ESM, IT asset management, IT Automation, IT service management, ITIL, ITSM
- Blog authors: Oded Moshe, SysAid
- Role / functions: IT Manager, Service Desk Agent
- ITSM maturities: Basic

Understanding what is an enterprise service management system (ESM) is critical when you are thinking of applying ITSM to your entire business. Although linked, ITSM and ESM are different, and understanding the differences is crucial so you can apply the best practices to your business.

Understanding what is an enterprise service management system (ESM) is critical when you are thinking of applying ITSM to your entire business. Although linked, ITSM and ESM are different, and understanding the differences is crucial so you can apply the best practices to your business. Let’s explore everything on enterprise service management systems, and how to best apply the system to your workplace. What Is An Enterprise Service Management System (ESM)? If you're wondering "What is an Enterprise Service Management System? " you’re in the right place. An Enterprise Service Management is an extension of the principles outlined for IT service management systems. It facilitates enhanced service delivery for teams like legal, marketing, finance, facilities, and human resources. An example of an enterprise management service is when a company creates a service desk to accommodate every team in the organization. This type of service management system uses IT workflows to facilitate better management of service demand as well as delivery via an ESM tool. How Does ESM Differ From ITSM? As mentioned previously, an enterprise management system effectively builds on IT service management, which means that the foundation of ESM is ITSM. IT service management involves all of the processes, activities, and policies that an organization uses to deploy, improve, and manage IT service delivery. However, enterprise service management takes the best aspects of ITSM and applies them to the entirety of the organization. The main aspects of ITSM that ESM uses include: Service management principles and theories Service desks...

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### Automation for Humans

> What’s involved in building a successful approach to automation for humans? In this blog, Barclay Rae explains.

- Published: 2022-01-20
- Modified: 2022-01-20
- URL: https://www.sysaid.com/blog/itsm/automation-for-humans
- Categories: ITSM
- Tags: automation, OCM, Organizational Change Management, Service Orchestration
- Blog authors: Barclay Rae
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Emerging blinking into the light, we’re all currently stumbling back to some sort of ‘normality’, in life and work. Like the three bears, going out for a walk whilst their porridge cools down, we come back to find that there have been changes and challenges in how we eat our breakfast. Someone (a robot. . ? ) has been sitting in our chairs and eating our porridge – and now they’re threatening our jobs, roles, and... sense of value? Well, that is one way to look at automation – I’m glad to say it’s not a prevalent one, but I do still hear fear, uncertainty, and doubt being uttered and muttered. What is the reality of the spread and growth of Artificial Intelligence (AI) and automation technology? What are the expected benefits? In particular, what are the issues associated with making this technology work successfully and with a focus still on humanity and what we do best? Also, what really is best for our customers and other stakeholders? There are clearly many great potential benefits in terms of new capabilities, freed up resources, with ability to focus on innovation etc, plus of course the obvious options to save on costs. So, there’s a clear need to clarify what the expected benefits are in using this technology successfully. We should also be clear on the potential issues and challenges that must be met and mitigated. Let’s take a look at what’s involved in building a successful approach to automation, and build...

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### SysAid’s Top 6 Must-Read Blogs

> Here we take a look back at the top 6 must-read blogs of SysAid's 2021 roll. Make sure you've read them all!

- Published: 2022-01-13
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/sysaid/6-must-read-blogs
- Categories: SysAid
- Tags: AI, automation, ITSM, SysAid blog
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

As we enter a new year, many of us are grappling with some tricky questions for the year ahead, such as: How to become employee-focused and give them the tools they need to succeed? How do you keep your teams and you motivated while working remotely?  What do The Matrix Resurrections, the red pill and IT have in common? And as we kick off our best practice content publication for 2022, we're also reflecting on the past twelve months. Did you know that more than 11,250 of you read our blogs every month, spending an average of 9 minutes per article? We thank you 💗 So which blog posts got you thinking, laughing, and inspired in 2021? Drumroll, please... Here are SysAid’s Top 6 Must-Read blogs that will make you a water-cooler legend. ITSM in 2022: The Year of the Employee - learn how focusing on your employee’s IT experience will get the best out of them. Mind = blown. Smarter ITSM is a Strategic Choice - smarter ITSM that is automated will definitely make your life easier and save you some precious time. We’ve checked. IT Guide for Seeing Through the Matrix - changing your point of view on IT can actually change your entire organization’s environment! Change is the only constant, so own IT. Why Automation is the Cornerstone of Your IT Strategy - ever had the feeling that no matter how hard you try to keep up with the tasks, you still feel overwhelmed? Yeah, it’s horrible....

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### What are IT Service Management (ITSM) Tools?

> ITSM Tools are used to keep track of the many processes and systems that are needed when performing IT service management. Learn more about ITSM.

- Published: 2021-12-19
- Modified: 2024-11-05
- URL: https://www.sysaid.com/blog/itsm/what-are-itsm-tools
- Categories: ITSM
- Tags: asset management, incident management, IT asset management, IT Automation, IT service management, ITIL, ITSM, self-service portal, Workflows
- Blog authors: Oded Moshe, SysAid
- Role / functions: IT Manager, Service Desk Agent
- ITSM maturities: Basic

What are IT Service Management (ITSM) Tools?

A solid IT infrastructure is more critical than ever to guarantee the long-term success of any business. From making sure that customer data is stored correctly to providing employees with the tools they need to perform their everyday tasks, this infrastructure must function properly at all times. While having a professional IT team in place allows any IT incidents to be resolved, there are only so many hours in a day. To that end, IT Service Management tools provide teams with the ability to more effectively manage their tasks through an online platform, which allows the organization to meet their goals at a reduced cost to the company. IT Service Management Meaning ITSM refers to how IT teams are able to effectively manage the delivery of various IT services to their customers, which are usually organizations and businesses with an IT department. This form of management covers every activity and process needed to design, develop, deliver, and fully support IT services. It's important to understand that the main idea behind ITSM is that information technology should be delivered via a service/online service platform. Through this platform, ITSM can be tailored to each individual organization to accommodate their specific needs. People, Processes, And Technology ITSM is based around the people, processes, and technology framework involved in an IT service which therefore makes sure that everything is aligned within the IT department to ensure that the organization meets the business goals that they've set. When an organization is able to maintain a...

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### ITSM in 2022: The Year of the Employee

> What does ITSM in 2022 look like? Here, SysAid CEO Sarah Lahav shares her four predictions for the year ahead.

- Published: 2021-12-16
- Modified: 2021-12-16
- URL: https://www.sysaid.com/blog/itsm/itsm-in-2022
- Categories: ITSM
- Tags: automation, Citizen IT, employee experience, IT asset management, IT service management, ITAM, ITSM, Service automation
- Blog authors: Sarah Lahav
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

The last two years have been transformative for many markets and industries. IT has been pretty much the star of the show, with the acceleration of digital transformation and the urgent need for remote work arrangements. But it's definitely been a two-way street. Just as IT service management (ITSM) has played an impactful role in shaping the new workplace, developing workplace norms are having a major influence on how ITSM is seen and used. In 2022, this trend will take on a more defined shape with an intensified focus on individual employees and the tools that empower them. Redefining ESM as ‘Employee Service Management’ The digitally transformed, remote workspaces created with more and more frequency in the last two years have made life more convenient for many, many people. However, they've also made it harder to make connections at one’s place of work and, in turn, that much easier to leave. This is especially so in the current labor market, with a high demand for employees in the tech sector and generally looser location requirements. In fact, a Harvard Business Review (HBR) Analytic Services study found that 77% of companies surveyed believe good employees are willing to look for a new employer if they don’t have the tools, technology, or information they need in their current position. As it's getting harder to retain staff, there's a push toward providing employees the best possible experience. Companies that are able to do so gain a clear competitive edge, because they're more likely...

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### A Superhero's Guide to IT Metrics

> Throw everything you thought you knew about IT metrics out of the window and check out this blog by Ben Brannan.

- Published: 2021-12-09
- Modified: 2021-12-09
- URL: https://www.sysaid.com/blog/itsm/superhero-guide-to-it-metrics
- Categories: ITSM
- Tags: CSAT, ITSM, metrics, service desk, Service Desk Metrics
- Blog authors: Ben Brennan
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Every superhero has her origin story. One could even argue that it's the tenacity and courage that comes from knowing what you are on this earth to do that enables superhuman performance. I like to think of this as the democratization of superpowers. While Superman possesses super strength and speed, what really empowers him to save the world is that he understands his destiny. If Superman didn’t know what he was here to do, and why he was doing it, he’d be a lot less effective. It’s no coincidence that he has a fortress of solitude. Saving the planet requires a little soul searching from time to time!   Why Am I Here? There’s an old Zen proverb that I like to share with first time managers, as well as first time meditators. “You should sit in meditation for twenty minutes every day – unless you’re too busy; then you should sit for an hour. ”  Usually this comes into play when I’m teaching my leadership team about the difference between working “on the business” and working “in the business. ” The morale: if you’re too busy putting out fires to have a strategy meeting, you need to spend more time on your strategy.   This isn’t just for leaders. IT analysts, help desk staff, sysadmins at every level are asked to perform near superhuman miracles nearly every day in IT. You can only pull this off if you’ve taken time to stop and reflect. Why are we here? What...

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### Automation Is Your Friend

> In this blog Roy Atkinson covers the WHAT, the WHY, and the HOW of automation. Check out his thoughts here.

- Published: 2021-11-30
- Modified: 2021-11-30
- URL: https://www.sysaid.com/blog/itsm/automation-is-your-friend
- Categories: ITSM
- Tags: automation, employee experience, password reset, Service Orchestration
- Blog authors: Roy Atkinson
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Automation is, according to Technopedia, “the creation and application of technologies to produce and deliver goods and services with minimal human intervention. ” Since delivering services is what most IT organizations do—whether we’re talking about internal IT departments, or Managed Service Providers (MSPs)—many of the tasks and workflows involved are prime candidates for automation. Why automate? For years, IT has operated under the edict to “do more with less,” and one way to expedite work without adding more employees is to take advantage of automation. (Remember that by definition automated procedures and processes require minimal human intervention. ) Right now in the US we’re in the midst of The Great Resignation, with workers leaving jobs in record numbers. In addition, companies have discovered the effectiveness of remote work during the past twenty months, and location has ceased to be either a priority or an advantage. Companies from Silicon Valley and other hi-tech areas are now able to pluck good employees from other organizations wherever they might be. Add to the mix a very low unemployment rate in the sector and thousands of open positions. Adding so-called headcount right now is difficult and expensive. Simultaneously, Employee Experience has become a front-and-center topic, especially for those lines of business that touch everyone in the organization: Human Resources and IT. Automation done right produces rapid results and reduces the inconsistencies that will invariably occur when humans are involved. Consistency is a major component of good experience for both employees and ultimately for customers....

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### Monitoring IoT disconnects

> Here we look at three things we can utilize to monitor IoT disconnects: CloudWatch metrics, IoT logs, and custom services.

- Published: 2021-11-18
- Modified: 2021-12-15
- URL: https://www.sysaid.com/blog/sysaid-tech/monitoring-iot-disconnects
- Categories: SysAid Tech
- Tags: Amazon Web Services, AWS, IoT, SysAid tech
- Blog authors: Jonathan Yom-Tov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

In our last two posts on Reducing Traffic by using AWS IoT (part 1 and part 2) we discussed how we used AWS IoT to reduce our polling traffic and how we can establish connections to AWS IoT through our clients’ firewalls. But, we left out an important part - monitoring. There are three things we can utilize to monitor the health of our system: CloudWatch metrics, IoT logs, and custom services.   Metrics IoT publishes a number of metrics we can use. Looking at the Golden Metrics in Google’s SRE book we want to monitor errors and traffic at the very least. We can build a dashboard that shows us things like client connects and disconnects, errors and warnings, and message publications. All these metrics are readily available within CloudWatch and you can easily incorporate them into your dashboard. Logs Another essential part of IoT monitoring is logs. IoT logs report various events such as connect, subscribe, and publish together with metadata such as clientId and disconnectReason. These can be used to troubleshoot bugs in our environment. For example, if we see a client disconnecting and reconnecting frequently we can look into the logs. It can sometimes be the case that that we have two clients connecting with the same ID, which AWS doesn’t allow. Or we can look into the disconnectReason to try and find out more about why a client disconnected. Logs are not turned on by default. To turn them on go to the AWS console...

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### Smarter ITSM Is a Strategic Choice

> This blog looks at how smarter ITSM is essentially like ordering your coffee in Starbucks. Check it out here.

- Published: 2021-11-03
- Modified: 2021-11-03
- URL: https://www.sysaid.com/blog/itsm/smarter-itsm-strategic-choice
- Categories: ITSM
- Tags: automation, ITSM, Service automation, Service Orchestration
- Blog authors: SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

It started slowly. At first, there were some notable trends toward digital workspaces, remote employment arrangements, and the proliferation of task-simplifying work applications. But then, lightning struck in the form of a global pandemic. It hyper-accelerated those trends and irrevocably changed the role of IT in companies across most industries. The IT team is no longer simply fighting bushfires day to day; they have become a strategic partner at the heart of the business. Turning ITSM into IT Service Delivery Ready or not, like it or not, the spotlight today is on IT. The department must be able to support all the novel business apps and workflows their company is dependent on in today’s complex professional environment. But the impact of changing norms is not limited strictly to IT. Other organizations within a company can be considered service providers as well, with digital tasks, tools, and processes that need to be managed or coordinated. Consider the marketing department when someone needs to, for example, write a smart, insightful, witty blog that you absolutely must share with all your colleagues immediately. Or think of HR when they onboard a new employee; or legal when they need to review contracts and collect signatures; or finance reporting on budgets; or procurement teams working with suppliers. There are several cross-departmental intersections in all these workflows, as well as some specialized applications that come into play. That means IT service management (ITSM) needs to grow and mature, becoming more efficient and easier for everyone. Many...

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### Reducing Traffic by Using AWS IoT (Part 2 of 2)

> For IoT to work you must create a persistent connection to the AWS IoT servers — but what can you do if that's blocked?

- Published: 2021-10-20
- Modified: 2021-12-15
- URL: https://www.sysaid.com/blog/sysaid-tech/aws-iot-part-2
- Categories: SysAid Tech
- Tags: AWS, HTTP, IoT, Servers, SysAid
- Blog authors: Jonathan Yom-Tov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

In the previous post we saw how we used IoT to significantly reduce polling traffic to our servers. But there’s a twist. Some of our clients’ firewalls not only block incoming traffic, they also block outgoing traffic. Remember that for IoT to work the client must create a persistent connection to the AWS IoT servers — if that’s blocked we’re in trouble. Our clients are required to open their firewall to SysAid’s IPs, but we can’t require them to open themselves to all of AWS’ range. So what to do? If they can’t connect to the IoT servers they won’t be able to use our latest feature and will have to keep polling our overworked servers. If only we could run IoT on our own servers, or at least redirect the traffic through our IPs. Well, as it turns out we can. IoT can use the MQTT protocol, but it can also run MQTT over HTTP websockets, which opens up the possibility of using an HTTP proxy. So now, instead of our server and client connecting to the IoT broker to pass messages, the client has to route the connection through a proxy, the proxy is in SysAid’s IP range and voila, problem solved. So now the question is how do we achieve this magic? The first thing to realize is that this complicates the security model somewhat. Security infrastructure (authentication and authorization) Yeah, that’s a lot to unpack. The security infrastructure (see diagram above) is composed of the following...

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### The 21 Hidden Costs of Having On-Premise Software

> The benefits that businesses and IT teams alike are gaining from well-managed, cloud-based services are rapidly changing the face of IT. Read more...

- Published: 2021-10-20
- Modified: 2022-09-29
- URL: https://www.sysaid.com/blog/cloud/the-21-hidden-costs-of-having-on-premise-software
- Categories: Cloud
- Tags: cloud, ITSM, on-premise
- Blog authors: Rafi Rainshtein
- Role / functions: IT Manager
- ITSM maturities: Basic

The world has been living with on-premise software for far too long now. The benefits that businesses and IT teams alike are gaining from well-managed, cloud-based services are rapidly changing the face of IT. We’re also becoming far more confident about how the costs of migrating IT service management (ITSM) software to the cloud can be quickly recouped. This cost benefit is elevated even more so when IT departments are able to calculate the true cost of on-premise software. From the cost of physical servers, to the time spent running weekend upgrades... the list of hidden costs to the business is endless. To help you get thinking about how these costs appear in your own IT environment, here is our arm’s length list of hidden on-premise costs: Let’s start with a few easy ones... 1. Servers So your software has to live on a physical server, which you need to buy, keep somewhere, run electricity to, and keep cool. You might even need to give it a polish from time to time. 2. Backups Your data is only as good as your last backup. The costs attached to managing your own backups, storing data off site, and checking yesterday’s backups for any errors is an additional expense often not accounted for. 3. Anti-Virus Software Keeping your anti-virus up-to-date is obviously important on all your software and servers. However, the more software you have, the more instances of anti-virus you need. 4. Upgrades Oh the dreaded upgrades! Managing your own upgrades...

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### IT Guide for Seeing Through the Matrix

> In this blog Ben Brannan provides an 'IT Guide' to understanding what your business really thinks about IT and its services.

- Published: 2021-09-22
- Modified: 2022-01-20
- URL: https://www.sysaid.com/blog/itsm/it-guide-matrix
- Categories: ITSM
- Tags: CSAT, customer service, employee experience, EX, IT leaders, ITSM, service desk
- Blog authors: Ben Brennan
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

In my previous blog, I shared some research showing that it was time for a wake-up call in IT. Specifically, I reference several studies showing that while most IT teams see themselves as heroes of the enterprise, the businesses those same teams support see them more as villains, even if well-meaning ones.   The good news is that an increasing number of IT teams have undergone transformations and aligned how they see themselves with how the business sees them. The results, not surprisingly, are more respect for IT, and happier, more productive employees. A good ol’ fashion win-win. The answer is straightforward, and the changes required are easier and less expensive than what you’re currently doing. The only hard part? Being willing to see things from your customer’s, or end user’s perspective.   Take the Red Pill Today, the epic heroes of the IT world don’t get that way by making a decision matrix. Rather, they get that way by making a matrix decision: choosing either the Red Pill or the Blue Pill. Take the red pill, and you’ll find out what employees really think of IT in your company. A very hard pill to swallow (sorry! ), but a prerequisite to changing IT’s reputation. Take the blue pill, and you can be one of those IT teams that researchers find in blissful ignorance, feeling great about the job you’re doing, while your end users feel the exact opposite.   The choice is a real one – but for true...

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### Why Service Management Needs to Drive Digital Business Operations

> Service management should be an important facilitator of your organization’s digital transformation needs and ambitions. Here's why.

- Published: 2021-09-02
- Modified: 2024-04-16
- URL: https://www.sysaid.com/blog/itsm/service-management-needs-to-drive-digital-business-operations
- Categories: ITSM
- Tags: automation, ITSM, Service Center, service desk, Service Orchestration, Workflow Automation, Workflows
- Blog authors: Sarah Lahav
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

The world has changed as a result of the global pandemic. We’ve likely had more digital transformation in the last ten months than we’d seen in the last ten years. Because organizations have needed to have more intra-team and cross-functional working. They needed more and better collaboration. And they’ve needed to do it remotely. These digital transformation needs had been bubbling under the surface for a while. Some organizations had already jumped in, many had been dipping their toe in, and some had just been standing beside the water having a look. Now, however, we’ve all been plunged in – some would say “headfirst. ” And, in the last year, like it or not, organizations and their employees have gone through a major transformation in terms of how they work, query work, and what they understand the work to be. All kinds of work that supports the way the business functions. The impact of remote working  For all those organizations, and all their teams and people, during the early part of the crisis things went crazy. For example, they had to suddenly ramp up their remote, off-site provisioning massively to enable most employees to work away from the office. Then there was the effect on employees, for most of whom working at home was an alien activity. The crisis’s effect on IT support impacted the informal as well as the formal help channels. For example, if an employee previously had an issue with their technology, before they contacted the IT...

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### Reducing Traffic by Using AWS IoT (Part 1 of 2)

> Learn how SysAid uses AWS IoT to reduce traffic to its servers and get rid of polling, and see if you could benefit from the same.

- Published: 2021-08-26
- Modified: 2021-12-15
- URL: https://www.sysaid.com/blog/sysaid-tech/aws-iot-reducing-traffic-part-one
- Categories: SysAid Tech
- Tags: Amazon Web Services, Tech
- Blog authors: Jonathan Yom-Tov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Here at SysAid, to help us track our clients’ computing resources (computers, printers etc. ), we have software agents running on client sites. These periodically report to our servers on the resources’ status. Reports are relayed to our servers using encrypted HTTP requests. Occasionally we have to send messages from our servers to the agents instructing them to take specific actions, such as configuration changes. There are several options to implement the server to agent communication. The simplest would’ve been for our agents to listen to traffic from our servers, but for security reasons we couldn’t ask our clients to open their firewall to incoming traffic, so instead it was decided to have the agents poll our servers instead. That generates a lot of traffic. Just to give an example, if our agents poll once a minute and we have a thousand clients with a hundred agents each, that's over four billion monthly requests. Worse, since in most cases we don’t actually have a message to relay to our agents, most of this traffic is redundant. To reduce the traffic to our servers, we decided to get rid of polling. There are several options to do this, mostly involving a publish/subscribe model. We wanted a solution which would: Support tens of thousands of devices. For example, if we have a thousand clients with a hundred devices each that’s 100,000 devices. Encrypt its traffic. Be able to recover from disconnects. Be able to send a message to a specific subscriber. Be...

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### Hero or Villain: Which Is Your IT Team?

> Is your IT team Batman or The Joker? Here Ben Brannan shares three steps to saving the day and your team's reputation.

- Published: 2021-08-19
- Modified: 2021-08-19
- URL: https://www.sysaid.com/blog/itsm/hero-villian-it-team
- Categories: ITSM
- Tags: customer service, employee experience, IT leader, ITSM, metrics, service desk
- Blog authors: Ben Brennan
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Unlike a lot of my peers, I was never into comics as a kid. Sure, I watched the old school Batman TV show and was into some nerdy stuff, like math and gadgets, but to be honest, I started my IT career as a closet non-nerd.   When I started leading IT teams, I realized that just being nerd-ish was not going to scale and so like any good IT Director, I spent hours watching the Marvel movies in chronological order and binging sci-fi series to make sure I had at least a baseline, if unimpressive, amount of nerd cred.   What I realized on this journey is that a career in IT has a ton of parallels with those of comic book superheroes. Exceptional IT, in particular, is a rare accomplishment and truly requires a hero's journey to arrive at. The analogies are endless. Think about it: mild mannered folks doing extraordinary, heroic things every day, often without praise or understanding from the people they seek to save the day for. That could easily describe a day in the life of both Superman and your favorite IT technician.   Pretty cool, huh? IT professionals are superheroes. Sweet! End of story!   Not so fast, Batman. Reality Check Most of us take for granted when we see a superhero film that Batman is good, and Joker is bad. One similarity between heroes and villains, perhaps the most impactful one, however, is the one most of us overlook. That similarity: When...

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### Persisting Tomcat Sessions to Redis

> Learn about SysAid’s journey to high availability and session persistence using Tomcat and Redis. Explore our technical blog today!

- Published: 2021-08-13
- Modified: 2024-11-10
- URL: https://www.sysaid.com/blog/sysaid-tech/persisting-tomcat-sessions
- Categories: SysAid Tech
- Tags: SysAid, Tech, Tomcat
- Blog authors: Jonathan Yom-Tov
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

This is the story of how we achieved high availability and session persistence in our Tomcat clusters. Years ago, before the Cloud was born, SysAid was founded. During those dark times software ran on bare metal, there were no microservices and AWS was just a twinkle in Andy Jassy’s eye. Things were a lot different then. Software was written in a completely different environment, with different constraints. But today it’s different. A LOT different. As such, I’ve decided to embark on a new blog series writing about the modernization of SysAid’s technology and our migration from a mostly monolithic architecture to microservices in the cloud. You can expect one-two blogs a month and I’ll be writing on a number of topics, including cost and performance optimization, handling legacy code, migrating to the cloud and hunting bugs in production. Today I’m starting with persisting Tomcat sessions to Redis. The problem Say you have a web application and everything is going smoothly. Users are logging in, clicking buttons, filling in forms and everyone's happy. Then one day disaster strikes and your application server crashes. Now everyone is less happy. You scramble to bring up another application server and in a few seconds it's up and running. Whew! All is well. Wait, not really. Your users have lost their session data. Everything not saved to the database is gone. Depending on how your application is written the effect can range from inconvenient and embarrassing to disastrous. Something needs to change. So you get...

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### How To Automate Your IT Service Management - All You Need To Know

> Read here to learn how you can easily automate your IT service management, and how to get your IT automation right.

- Published: 2021-08-12
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/itsm/how-to-automate-it-service-management
- Categories: ITSM
- Tags: automation, IT Automation, ITSM
- Blog authors: Oded Moshe, SysAid
- Role / functions: IT Manager
- ITSM maturities: Basic

Is your organization thinking about adding more automation to its IT service management (ITSM) capabilities? Or maybe your IT department is simply looking to find a way to better deliver against the increased business need for technology and the higher expectations of the employees it serves? Either way, this blog is here to help – from the benefits of adding automation to the key steps for getting your automation investments right. Let’s start with the “why. ” 4 key benefits of automation for ITSM The “why” of most things in IT these days is pretty self-explanatory, with modern businesses requiring: More technology for the IT departments to then manage and support Faster change, including the introduction of new capabilities Better technology enablement in the form of higher-quality services and employee experience improvements Lower unit costs Hence, it’s best to view automation through a benefits-based lens, with four key benefits of increased automation: Improved customer/employee experience and outcomes. In many ways, enhancing the customer or client experience is a key objective of IT Service automation – either directly through externally-facing technology in particular or in the support of other corporate capabilities where the linkage might not be so obvious. For instance, the IT department – and ITSM – might help to “power” a capability that better enables the employees who deliver the products and services that are eventually consumed by external customers. The automated provisioning of home-based working capabilities for employees is a great example of this. With the digital workflows...

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### So, Your Organization Doesn’t Need Digital Workflows?

> Discover how technology has boosted your company's operations & outcomes. Dive into our blog for insights on technology-enablement.

- Published: 2021-07-29
- Modified: 2024-04-16
- URL: https://www.sysaid.com/blog/itsm/so-your-organization-doesnt-need-digital-workflows
- Categories: ITSM
- Tags: automation, digital workflows, enterprise service management, ITSM
- Blog authors: SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

How old is your organization? A decade? Multiple decades? Perhaps over one hundred years old? And how old are its practices and processes? Or asked another way, how successfully has it employed technology in improving its business operations and outcomes? And not just its customer-touching business operations but also the operations within its many back-office business functions, such as human resources (HR), facilities, procurement, finance, etc. I think most people would respond with “Oh, we have so much technology these days” because every business function has its own systems and tools. HR has its HR management system (HRMS) or HR information system (HRIS). Finance has its enterprise resource planning (ERP) system or accounting system(s). And that ERP system might also be shared with HR, procurement, business operations, or other business functions. But what about technology-enablement in the form of digital workflows? Please keep reading to find out more, including why your organization needs them now more than ever. The evolution of enterprise service management – let’s not overlook the need for technology While enterprise service management is described as the use of IT service management (ITSM) capabilities by other business functions to improve their operations and outcomes, there’s often a reluctance to recognize the importance of technology in doing this. Yes, a service-focused mindset is needed. And yes, ITSM best practices can be “adopted and adapted” by other business functions. But many of the benefits of enterprise service management (as well as of ITSM) are limited without the use of...

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### How to Convince Senior Management to Move Your Help Desk to the Cloud

> Tips on moving your help desk to the cloud: Addressing common objections and busting myths to ease the transition process.

- Published: 2021-07-25
- Modified: 2024-04-09
- URL: https://www.sysaid.com/blog/cloud/how-to-convince-senior-management-to-move-your-help-desk-to-the-cloud
- Categories: Cloud
- Tags: cloud, help desk, IT service management, ITSM
- Blog authors: Sarah Lahav
- Role / functions: IT Manager
- ITSM maturities: Basic

If you haven’t convinced senior management to move the help desk to the cloud, don’t fret. The most common objection to new technology is the anticipation of imagined problems. The person who loves physical books fears that an e-reader will ruin the experience. The person who takes calls with a wired headset assumes that a Bluetooth earpiece will run out of battery or not be loud enough. Likewise, the executive against a cloud-based help desk fears that it will be costly, insecure, or no better than the current system. To get more tactical, let’s divide senior management into different personas and discuss how to get them past their imagined fears: 1. Senior Management Without IT Experience At small companies, IT people often work beneath a CEO, CFO, and COO who know little about information technology. They don’t see the need for a help desk, let alone one that exists in the cloud, which few people conceptually grasp. The non-IT mindset is, “You and your team solve all our IT problems already. Clearly you don’t need the software to do this. Why should we spend money on it? ” They think of a help desk as a cost, not a cost-saver. You need to collect some data that will help you prove the opposite: What software licenses do you pay for annually? What is their cost? What devices do you own? What did they cost? How many hours do you spend troubleshooting those devices and software solutions? What is the cost...

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### 8 Tips for Getting Started with Knowledge Management

> Many orgs are still struggling to get started with knowledge management – usually because of people-related issues. So here's my 8 tips to help.

- Published: 2021-07-21
- Modified: 2022-10-13
- URL: https://www.sysaid.com/blog/itil/8-tips-for-getting-started-with-knowledge-management
- Categories: ITIL
- Tags: KCS, Knowledge Base, Knowledge Centered Service, knowledge management, Organizational Change Management
- Blog authors: Joe The IT Guy
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

8 tips for better knowledge sharing in your organization

Ah, knowledge management. The concept is nearly as old as IT service management (ITSM) itself, but many IT departments still struggle to make knowledge sharing work in their organizations. To back this up, there’s a wealth of available statistics on knowledge management adoption and success – from the likes of HDI and the Service Desk Institute (SDI) – with these pointing to a strange situation where: The value of knowledge sharing is understood, especially by IT service desks People appreciate that technology is needed to share knowledge effectively Knowledge sharing is known to increase speed, reduce workloads, and improve customer satisfaction But many organizations are still struggling to make knowledge management work – usually because of people-related issues. Thus, this blog aims to offer you a number of tips, aimed at helping your organization start, or restart, with knowledge management. And not just started – started with a higher probability of succeeding. 8 tips for better knowledge sharing in your organization Establish a shared understanding of what knowledge management is for your organization. Different people might have different views as to what knowledge management means in practice and what’s needed to support it. For example, an over-focus on high-volume knowledge-article creation or the adoption of the Knowledge-Centered Service (KCS) approach. The important thing here is to collectively decide what knowledge sharing will and won’t be, with success-related objectives created accordingly. Make knowledge sharing part of the way of working. Knowledge management needs to be embedded into the operational status quo....

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### What You Need to Know About the ITIL 4 Book Portfolio

> Explore the ITIL 4 book portfolio with our comprehensive guide. Learn about the key publications and their insights. Discover more today!

- Published: 2021-07-21
- Modified: 2024-11-10
- URL: https://www.sysaid.com/blog/itil/what-you-need-to-know-about-the-itil-4-book-portfolio
- Categories: ITIL
- Tags: AXELOS, ITIL, ITIL 4
- Blog authors: Joe The IT Guy
- Role / functions: IT Manager
- ITSM maturities: Intermediate

If you’re taking the ITIL 4 exams or simply want to update yourself on the new body of IT service management (ITSM) best practice guidance, then it can still be difficult to understand what’s available in ITIL 4 book-wise. In particular, where to find the detail of the 34 ITIL management practices that every ITIL 4 blog seems to call out. If you want to know more, then this blog is for you. Because, over the next 1000 words or so, I’ve written about the six key ITIL 4 books. Yes, there are six books and another 34 PDFs! And this is why I’ve written this blog. A brief overview of the current ITIL 4 publication portfolio I get into the detail further below; this is just a starter so you can see what’s coming and appreciate how the books map onto the ITIL 4 qualifications: ITIL Foundation, ITIL 4 Edition – this was the first ITIL 4 book, released in 2019 to support the updated ITIL Foundation qualification. Create, Deliver and Support – this was released in early 2020 and supports the ITIL Managing Professional qualification. Drive Stakeholder Value – this was released in early 2020 and also supports the ITIL Managing Professional qualification. High-velocity IT – this was released in early 2020 and also supports the ITIL Managing Professional qualification. Direct, Plan and Improve – this was released in early 2020 and supports both the ITIL Managing Professional and ITIL Strategic Leader qualifications (please see the qualification overview...

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### Enterprise Shift – It’s Not Just About IT Anymore

> IT emerged from the pandemic as a heroic and highly capable and professional team of heroes. Here Barclay Rae looks at this enterprise shift.

- Published: 2021-07-21
- Modified: 2021-07-23
- URL: https://www.sysaid.com/blog/itsm/enterprise-shift-not-just-about-it-anymore
- Categories: ITSM
- Tags: digital transformation, enterprise service management, ESM, IT support, ITSM
- Blog authors: Barclay Rae
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

IT has stepped up through the COVID-19 pandemic and is now ready to take its seat at the top table. To make this work we can use an enterprise-wide approach and remove the distinction between ‘business and IT’... You’ll probably have read a million blogs by now that start with ‘there is no return to normal’, or ‘it’s been a year of unprecedented change’. Hopefully that sums up the backdrop to this, without needing to cover old ground. Of course, there is no return to ‘normal’ and change has been monumental. However this has also helped to move a number of areas of IT development forward in months compared to years. There’s certainly no return to ‘old’ or ‘the way we used to do things’. The opportunities are here now for the technology industry to really step up and take its rightful place at the top level in every type of organization. Better communications People in IT are strange creatures. From almost all of my current client projects, I’ve picked up the same thread as follows: IT people have thrived during the pandemic and in many cases they’ve reported that uses of the likes of TEAMs and Zoom etc has actually improved their cross-team communications and collaboration. Surely this is counter intuitive? Don’t we like to physically engage with people to pick up on non-verbal communications, direct contact, relationship building etc. ? When I question this further, I discover that, in many cases, the use of home-working and universal use...

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### We’ve refreshed our brand. Here’s why.

> SysAid Unveils Powerful Storytelling Tools! Engage Audiences & Simplify Communication.

- Published: 2021-07-05
- Modified: 2024-05-26
- URL: https://www.sysaid.com/blog/sysaid/weve-refreshed-our-brand-heres-why
- Categories: SysAid
- Blog authors: Eyal Zombek
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Our new brand identity is finally here and we’re elated to share it with the world. To honor the occasion, on June 28th we celebrated the unveiling at a fabulous event with SysAid employees at our offices, and now it’s official!   Our refreshed branding is bold and iconic but before we go into the details, you’re probably asking yourselves why.   So let’s explain. Back in 2002, SysAid joined the ITSM game. At the time, it was clear that the old way of doing IT wasn’t working. So we decided to fix IT.   So much has happened since then and SysAid has evolved into the IT service automation leader that we are today. With service automation, built on sophisticated AI from over a decade of real usage data, SysAid is reinventing service management.   We help IT work smarter, not harder. From tasks to tickets, workflow to self-service. IT professionals have recognized how badly they need automation, especially over the past 1. 5 years. Actually, they just can’t do without it. So in fact, our new branding merely brings out what we’ve always stood for, our core competence and expertise, since way back then. It now voices what we’ve always done best. Using service automation to deliver faster service, lighter workloads, and smoother experience to millions of users around the globe. Our refreshed brand takes the mastery of automation ingrained in our DNA, and puts it at the forefront, clearly and proudly amplified everywhere we go. And this...

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### Accelerated IT: The Pandemic and the Future

> Here Roy Atkinson looks at the top of Accelerated IT... how we got to where we are through the pandemic and how we plan to move into the future.

- Published: 2021-06-27
- Modified: 2022-01-26
- URL: https://www.sysaid.com/blog/itsm/accelerated-it-the-pandemic-and-the-future
- Categories: ITSM
- Tags: COVID19, Home Working, ITSM, Remote Control, Remote Work, self-service, State of Service Management
- Blog authors: Roy Atkinson
- Role / functions: IT Manager
- ITSM maturities: Intermediate

Just over one year ago, organizations of all kinds, shapes, and sizes were told by government agencies and their boards of directors to empty their offices and have everyone except essential on-site personnel working from home as rapidly as possible. While some organizations allowed some workers the ability to work remotely and the numbers of workers who were considered “mobile” had been increasing for years, this was different. This had to happen now. The logistics were frightening. People who had never worked from home were going to be doing that for an unknown length of time. Did they have laptops? Would they need extra monitors? Did the organization have enough VPN access? Would their applications work from outside the organization’s physical network? If they allowed people to use their own computers, would they have licenses for the required software? Existing budgets were swept aside and the overarching question for CIOs and other IT and business leaders became, “Can you do this? ” Not just an IT question Although much of the rapid movement to remote work hinged on IT’s ability to “make it all work,” there were other questions as well, including: Did HR have policies that prohibited or restricted working from home? How would the onboarding of new employees be done? How would teams communicate? How could employees who were inexperienced at remote work get up to speed on working from home? How could collaboration and innovation continue? Would people have access to the files and information they needed?...

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### Why Automation Is the Cornerstone of Your IT Strategy

> From incremental improvements to digital transformation, this blog looks at how automation is the cornerstone of your IT strategy.

- Published: 2021-05-20
- Modified: 2024-04-16
- URL: https://www.sysaid.com/blog/itsm/why-automation-is-the-cornerstone-of-your-it-strategy
- Categories: ITSM
- Tags: automation, Service Orchestration
- Blog authors: SysAid
- Role / functions: IT Manager
- ITSM maturities: Intermediate

From incremental improvements to digital transformation, these are the foundations for IT strategy success, and today's automation capabilities deliver on both. Here this blog explores.

As a child, you roamed around your neighborhood on a bike, scooter, or skateboard. And that did the job until you grew older and wanted to roam to other towns. So, you levelled up and bought a car. In effect, as you matured, you moved from using a tool that performed a simple task to one that provided better connections and experiences on a broader scale. Like your childhood experience, a primary benefit of IT automation is its scalability. From tactical and local use to crossing IT functions and siloes. As a result, automation has become invaluable for forwarding thinking organizations. As organizations grow and evolve, IT becomes essential to business success. Your IT team is charged with maximizing availability, performance, and flexibility while minimizing cost and risk. To meet these challenges, successful IT leaders have turned up the automation dial with more companies piloting projects. According to our 2021 State of Service Management report, 56% of respondents ranked automation as their number one goal for the year. Starting with tactical blocking and tackling of simple service desk tasks, automation can scale to orchestrate IT operations providing the foundational element for transformative initiatives. Automation approached holistically becomes the cornerstone on which to build out your IT strategy. Tactical automation supports daily demands In its simplest use cases, automation provides tactical advantages for service desks. It opens opportunities to optimize processes, inspect tasks in the flow, remove inefficiencies, mature processes, and free resources. Tactical automation dramatically improves service desk process handling...

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### Consumerize Your Portal for IT Self-Service Success

> This blog offers up 8 tips to help you consumerize your IT self-service portal capabilities to achieve the expected, and required, level of success.

- Published: 2021-05-05
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/service-desk/consumerize-your-portal-for-it-self-service-success
- Categories: Service Desk
- Tags: IT Self Service, IT support, SDI, Self Help, self-service
- Blog authors: Oded Moshe, SysAid
- Role / functions: IT Manager
- ITSM maturities: Basic

One of the key IT service management (ITSM) capabilities available to IT service desks during the COVID-19 crisis is self-service. When functioning well, it’ll take the pressure off overworked service desk staff, especially when employees can help themselves to immediate solutions. Which, of course, is a win-win for both IT support and the people they serve – with fewer tickets hitting the service desk and a better employee experience respectively. If you’re like 80% of IT departments, then you’ve already implemented some form of self-service technology. However, you’ve also likely struggled with employee adoption. There are many reasons as to why, but the bottom line is that your organization’s investment in self-service technology has likely failed to deliver the anticipated benefits including the expected return on investment (ROI). So that’s the bad news. The good news is that much has been learned in the last five years or so of IT self-service portal initiatives. In this blog, I’ll explain how to avoid the many obstacles to self-service success – ranging from having the wrong objective, a lack of organizational change management activity, to the quality and the suitability of the self-service portal technology. Importantly, many of the eight offered tips point to the need to consumerize your IT self-service portal capabilities to achieve the expected, and required, level of success. Please bear this in mind when trying to up the adoption of your existing or new self-service portal to help with the increased ticket volumes resulting from the COVID-19 crisis....

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### How to Know that Your 2021 Plans Are Aligned with the Latest Industry Trends

> Discover the top goal for businesses in 2021: automation. Explore more in SysAid's "2021 State of Service Management Report."

- Published: 2021-04-12
- Modified: 2024-04-15
- URL: https://www.sysaid.com/blog/itsm/how-to-know-that-your-2021-plans-are-aligned-with-the-latest-industry-trends
- Categories: ITSM
- Tags: automation, IT service management, ITSM, survey
- Blog authors: Christine Pun
- Role / functions: VP/Director of IT
- ITSM maturities: Basic

The concept of service automation is not new to IT service management (ITSM). It’s role is to ensure consistent and efficient handling of those well-defined and recurring tasks that are found within any organization. This way IT staff can reduce their overhead of high-volume, low-value manual tasks, and free up more time for higher value work. In other words, service automation enables increased efficiency and productivity. That’s why it’s no surprise that in SysAid’s recent global customer survey, 56% of respondents ranked the use of automation as their number one goal for the year. In fact, with over 1,000 responses in total, the survey’s findings uncover how the challenges faced during the pandemic are influencing the priorities and goals for IT managers in 2021, and driving the latest technology trends that are transforming the industry. Interested in learning what else your peers have planned for the year ahead? Join our webinar on April 14th, in which industry thought leader, Doug Tedder, will discuss live with SysAid customers, the trend towards adoption of service automation as well as other pertinent findings disclosed by the survey. Following the webinar, you’ll be eligible to receive your own copy of the 2021 State of Service Management Report — based on the SysAid customer survey — and delve further into how IT is reshaping and what that means for you. For example, the survey results show that improvement of user experience, which was ranked as last year’s top IT priority, came in second this year,...

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### 5 Tips for Adopting ITIL 4’s Continual Improvement Management Practice

> Learn how to adopt ITIL 4’s continual improvement practices in your IT environment. Get 5 actionable tips today!

- Published: 2021-04-09
- Modified: 2024-11-10
- URL: https://www.sysaid.com/blog/itil/5-tips-for-adopting-itil-4s-continual-improvement-management-practice
- Categories: ITIL
- Tags: Continual Improvement, continual service improvement, CSI, ITIL 4
- Blog authors: Joe The IT Guy
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

ITIL 4’s continual improvement management practice – remember, it was continual service improvement (CSI) in ITIL v3 – is a recurring organizational activity performed at all levels to ensure that an organization’s performance and outcomes are always aligned to changing stakeholder expectations. It’s a critical part of the ITIL 4 service value system (SVS) because, if used effectively, it will enable your IT organization to adapt and flex to the needs of the business – becoming more proactive by anticipating future trends and optimizing services, operational performance, and outcomes. This post looks at how to inject ITIL 4’s continual improvement practices into your day-to-day IT service delivery and support environment and offers up 5 helpful tips. 1. Start where you are One of my favorite aspects of ITIL 4 is the expansion of the guiding principles from the ITIL Practitioner publication, and the principle of “start where you are” is key to continual improvement. All too often, we’re so focused on making things better that we overlook the great work that we already have in place. And by missing out on these existing improvement activities you’re missing a trick – so, look for localized pockets of awesomeness to see if you can expand or build on them. Things to look for include: Service desk knowledge wikis Templated changes Prioritization models Existing processes and ways of working that can be replicated elsewhere. By taking a step back and looking at what you have in place already, you can adapt existing best...

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### Security Product Update:  What You May Not Even Be Aware Of

> SysAid prioritizes customer security and privacy, continuously enhancing security capabilities to uphold this commitment.

- Published: 2021-03-21
- Modified: 2024-04-17
- URL: https://www.sysaid.com/blog/sysaid/security-product-update-what-you-may-not-even-be-aware-of
- Categories: SysAid
- Tags: cybersecurity, IT security, ITSM. service desk, SysAid
- Blog authors: Oded Moshe
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

When things are running smoothly, and you’re not checking into any security issues, then you know you’re in good hands. I know that this is the case for our SysAid customers, and that makes me happy Nevertheless, I wanted to take this opportunity to list out (for anyone who is interested) all the security enhancements that SysAid has recently implemented. 58627 - We’ve continuously tightened security around preventing potential XSS attacks. Among these enhancements we’ve added more input filtering and escaping methods for defending against XSS attacks. We also resolved an XSS-related weakness related to the local Forgot Password process, which addresses CVE-2020-13168. 62099 - And to prevent another XSS vulnerability, documented in CVE-2018-1000129, we limited access to Jolokia in LBs. 55806 - In February 2020, we limited the permissions that allowed for displaying SysAid within an iframe in order to prevent threats of click-jacking. 53673 - In May 2020, to tighten the secured connection to our services, we started blocking the older non-supported TLS protocol versions 1. 0/1. 1, and now only allow the more advanced secured versions. Customers using very old browsers, can no longer access our services. They need to ensure that all machines that are running the SysAid agent use a . NET Framework of 4. 6 or higher that supports higher TLS protocols. For details on browser support for TLS versions, please read this article: https://en. wikipedia. org/wiki/Transport_Layer_Security#Web_browsers 57991 - In June 2020 we expanded enforced timeout functionality to cover more cases of session inactivity....

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### 6 Tips to Stay Motivated on the Service Desk

> Read tips from our experts on how to stay motivated on the service desk.

- Published: 2021-02-25
- Modified: 2022-10-13
- URL: https://www.sysaid.com/blog/service-desk/6-tips-to-stay-motivated-on-the-service-desk
- Categories: Service Desk
- Tags: ITSM, service desk, Wellbeing
- Blog authors: SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

Before the infamous year that was 2020, working on an IT service desk was sometimes a thankless job. Then a global pandemic started, and IT service desks became (almost) as important as our frontline healthcare workers. IT had to ensure that employees were able to continue to keep working outside of the office. And they’ve continued to help maintain business operations in what is a new world for us. But even before the IT support pressures caused by the pandemic, there was a reason why it’s generally accepted that there is often a finite shelf life for people in the service desk/help desk analyst role. For example, if your IT service desk is of the “log it and flog it” variety, where the ticket is logged and transferred to a specific resolution group if it isn't a super-easy fix, then it can feel like you’re working in a never ending loop of IT issues. Where feeling enslaved to your telephone and computer can be dreadful. Or if you’re working on a service desk where first-line support tries to maximize its resolution levels, you might end your day with your head hurting from all of the issues that you’ve tried to resolve – using a mix of experience, knowledge articles, and trial and error – for end users who are expecting immediate fixes. Working on a busy IT service desk can, of course, have its highs but it can be a serious drain on morale, with a direct impact on how...

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### What Does the Word Service Mean to You?

> What does service mean in the IT world? Dive into our blog to find out and share your perspective. Learn more today!

- Published: 2021-02-17
- Modified: 2024-11-10
- URL: https://www.sysaid.com/blog/service-desk/what-does-the-word-service-mean-to-you
- Categories: Service Desk
- Tags: customer service, ITSM, service desk
- Blog authors: Sarah Lahav
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

In light of the global pandemic of 2020-21, many organizations have accelerated their digital transformation initiatives – through the use of enterprise service management. And they are, I’m sure, fully aware of what enterprise service management is. But what about what service is? Think about it. Service. For such a simple word it sure can mean a lot of different things to different people. For sports fans, a good service is a critical part of tennis success. For the religious, a service is a ceremony of worship. For the military, it’s their employment, i. e. military service. And in other vocations it’s the length of time that they have stayed with that particular employer. For lawyers, service is the formal delivery of legal documents such as a summons. For homeowners, it can be a utility such as gas, electricity, or water. For car owners, it’s the annual maintenance of their vehicle. And (you can tell I’m running out of steam here), it could even be a set of matching crockery of all things. So, service can mean different things to different people. And service in the context of the corporate IT organization is no different. So, what should the word "service" mean to IT? For those that work in the IT organization, service can mean multiple things. For some, service relates to technology domains like network or storage services. For others, particularly those schooled in IT service management (ITSM) and ITIL, it relates to an IT service, i. e. something...

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### How to Get Your IT Support KPIs Right

> How you measure and improve your IT Support performance has never been more critical. But are you employing the right IT service desk measures?

- Published: 2021-02-03
- Modified: 2022-10-13
- URL: https://www.sysaid.com/blog/service-desk/itsm-basics-getting-your-kpis-right
- Categories: Service Desk
- Tags: ITIL, ITSM, KPIs, service desk
- Blog authors: Joe The IT Guy
- Role / functions: IT Manager
- ITSM maturities: Basic

Right now, with the growing corporate and employee reliance on technology to function, and increased technology adoption through digital transformation, your organization’s IT support capabilities are more important than ever. Meaning that how you measure and improve performance is too, with your IT service desk’s key performance indicators (KPIs) and metrics vital to its success. But are you employing the right IT service desk measures? For instance, is first contact resolution (FCR) a good KPI for your IT service desk and incident management? Many corporate IT organizations think that it is – after all, it’s definitely one that’s prominent in the ITIL books and is popular with many IT service management (ITSM) consultants. But is it right for every IT organization? And what about the many other measures that are currently employed by your IT service desk? Assessing the suitability metrics using FCR as an example On one level, is it just a measure of closed calls or of the percentage of end-user issues that were given proper care and attention? On another, what’s included in FCR stats? Just easy incidents, including password resets? FCR can be fiddled with, and I’ve even seen service desks that add room bookings into their FCR calculations. Are trickier issues disallowed for “fairness”? And I bet some would include wrong number calls if it made their FCR stats look better. Plus FCR, along with other ITSM KPIs and metrics, can definitely drive the wrong staff behaviors. However, the real issue for me is that...

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### 6 Steps to Successfully Migrate Your Organization to Cloud

> Discover the 6 essential steps for a successful organization migration to the cloud with SysAid. Read now

- Published: 2021-01-19
- Modified: 2024-04-09
- URL: https://www.sysaid.com/blog/cloud/6-steps-to-successfully-migrate-your-organization-to-cloud
- Categories: Cloud
- Blog authors: Oded Moshe
- Role / functions: VP/Director of IT
- ITSM maturities: Intermediate

Last week I posted a blog looking at the first 3 essentials steps that you need to take to ensure a successful migration to the cloud. We looked at how to: Map your current environment Consider candidates for migration Search for cloud vendors Today’s blog post will look at the final 3 steps required to build a workable 6-step plan to guide you through your cloud migration. Step 4: Setup and Data Migration Data transfer and validations are very critical to look at during this step; you may encounter issues with time zones, different features, etc. Make sure you conduct a test data transfer and set up a test environment before you attempt the actual migration. Another important aspect to consider is your bandwidth for uploading. You may have excellent download speeds, but it is important to remember that upload speeds and download speeds are not the same thing. We've seen small 200 GB database of emails take several hours to upload, so it is very important to estimate the downtime associated with your data migration. Sometimes it can take hours, and sometimes it can even take several days. To estimate this effectively you need to check what your average upload speeds are. Also, you need to make sure that your internet (which is a crucial part of accessing cloud services) is redundant, whether it’s two lines, hardware that takes care of it, or a back-up plan/line. You need to ensure that you don’t get stuck with your services and...

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### Are You Missing Out On the BI Opportunity with Your ITSM Tool?

> Highlights of the current limitations of ITSM tool reporting and analytics capabilities and how the use of a BI tool.

- Published: 2021-01-12
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/general-it/are-you-missing-out-on-the-bi-opportunity-with-your-itsm-tool
- Categories: General IT
- Tags: BI, Business Intelligence, enterprise service management, ITSM, service desk, SysAid
- Blog authors: Oded Moshe, SysAid
- Role / functions: IT Manager
- ITSM maturities: Intermediate

If your IT service management (ITSM) tool is “average” in nature, then you might be experiencing many of the common issues that IT service desk personnel, in particular, have with their tools. One of these is that the native reporting and analytics capabilities are limited. For example, in terms of flexibility, the data that can be accessed; and most importantly, the ability to gain valuable insights that could significantly improve service desk operations and outcomes. It’s why SysAid added business intelligence (BI) capabilities to its advanced reporting and analytics capabilities. But more on this later. First, I need to call out the continuing reporting and analytics issues faced by IT service desks. What improvements would you like to see in your ITSM tool? If your thoughts are in line with Service Desk Institute (SDI) research data, then you might call out any or all of the top five ITSM tool frustrations: Usability/functionality Reporting Features Out of the box/development needs Speed Reporting was also the third most wanted improvement to ITSM tools (after automation/AI and self-service/chatbots) in the same report. Surely this seems strange when ITSM solutions house so much IT-related data. Whether it be in a configuration management database/system (CMDB/CMS), a service catalog, or within the more-transactional records for incidents, service requests, problems, and changes. It raises the question of how many IT organizations can currently use all of this data to better understand their past and to positively influence their present and future? Your large portfolio of IT service...

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### 2021 ITSM Predictions – It’s All About Digital Enablement

> We have all been through so much in 2020. How we need to work has changed forever and, surprisingly, potentially for the better.

- Published: 2020-12-01
- Modified: 2024-04-15
- URL: https://www.sysaid.com/blog/itsm/2021-itsm-predictions-its-all-about-digital-enablement
- Categories: ITSM
- Tags: automation, digital transformation, digital workflows, IT Automation
- Blog authors: Sarah Lahav
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

The world is now a very different place to when I sat writing my 2020 ITSM predictions blog last year. We have all been through so much in 2020. How we need to work has changed forever and, surprisingly, potentially for the better. On the one hand, it makes looking into 2021 more difficult, because we simply still don’t know what 2021 will hold. But, on the other, it also makes it easier to isolate (no pun intended! ) what’s going to be most important for your business in the year ahead and the role that your IT service management (ITSM) team needs to play. So, please keep reading to find out where I’m predicting that ITSM is heading in the year ahead. But first a very quick look at how my 2020 predictions fared among the year’s heartaches and heroics. 2020 in the rear-view mirror I think that many of us are quite looking forward to having 2020 behind us. But there have been spots of sunshine. For example, I’d be remiss if I didn’t call out the heroics of the many IT professionals that kept their businesses and society alive – sometimes literally. With 2021 now hopefully “the sunshine after the rain” that will allow us to finally get back to some semblance of normality both at home and in the workplace (although for some I imagine the dividing line has blurred considerably during 2020). So, what did I forecast in last year’s 2020 ITSM predictions blog? In...

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### SysAid Named a Leader in 12 Categories in G2’s Fall 2020 Reports

> We’re very excited to announce that SysAid has been named a Leader in G2’s Service Desk and ITSM categories for Fall 2020.

- Published: 2020-10-15
- Modified: 2024-04-21
- URL: https://www.sysaid.com/blog/sysaid/sysaid-named-a-leader-in-12-categories-in-g2s-fall-2020-reports
- Categories: SysAid
- Tags: Award, G2, ITSM, service desk, SysAid
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

It seems like ages have passed since SysAid launched its new, refreshed UI. Actually, only 18 months – but what an 18 months it’s been. In this time, we released a record number of improvements to help our help desk and ITSM partners work the way they want to: from advanced automation, to the Workflow Designer for automated digital workflows, to a codeless self-service portal. We invested much time and effort to continue providing our users with the world-class service and support they learn to expect, even during a pandemic. Furthermore, we’re doing everything possible to keep up the momentum and find new ways for service desk heroes to thrive in these challenging times. That is why we’re very excited to announce that SysAid has been named a Leader in G2’s Service Desk and ITSM categories for Fall 2020. In addition, SysAid has earned the #1 spot across many product categories: ITSM best results An award that’s given to the highest-ranked ITSM tool for real-user satisfaction ratings, best estimated ROI, and overall satisfaction of a product's quality. Best relationship The highest-ranked service desk software based on customers' likelihood to recommend and customer care scoring. Usability index Ranked #1 for ease of admin experience, ease of use, and meeting overall requirements. SysAid was identified as a leader in these categories (and 24 others! ) based on high levels of customer satisfaction and likeliness to recommend ratings from real users on G2. The Fall 2020 awards follow SysAid’s recognition as a Leader...

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### How We Won the Tech Cares Award

> I'm flattered and grateful that TrustRadius honored SysAid with this award that recognizes companies for going the extra mile during COVID-19.

- Published: 2020-09-24
- Modified: 2022-07-20
- URL: https://www.sysaid.com/blog/sysaid/how-we-won-the-tech-cares-award
- Categories: SysAid
- Tags: Award, COVID-19, SysAid
- Blog authors: Sarah Lahav
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

2020. Not a great year, by any stretch of the imagination. As soon as the pandemic began its cruel spread across the globe, my dedicated management team at SysAid all sat together, on Zoom of course, and planned. What are we going to do to keep our employees safe, and our customers on track towards success despite the unique challenges the IT community was suddenly facing? We embarked on a program composed of a number of initiatives. Which led to us winning the 2020 Tech Cares Award. Nice surprise! Obviously this was not the purpose of any initiative (the award did not even exist back then). I am flattered and grateful that TrustRadius, one of the most trusted customer review platforms for business tech, honored SysAid with this award that recognizes companies for going the extra mile during COVID-19. It’s SysAid’s honor to help our customers – we’re one global village and this is the time to show responsibility and care for one another. Safety and business continuity for customers and employees alike In mid-March 2020, when COVID-19 was spreading like wildfire all over the world, SysAid sent all its employees (in Canada, Israel, and Romania) home to work remotely. The same can be said for most (if not all) of our customers around the globe. Safety first, of course! But what about business continuity? I felt personally responsible for our customers, because SysAid is an IT service management (ITSM) solution (service desk, asset management, automation, etc), which became even...

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### When Your Awesome Feature Turns Out to Be a By-Design Bug

> Engage with customers to understand their needs, exchange innovative ideas, and create impactful new features. Discover it now.

- Published: 2020-08-18
- Modified: 2024-05-16
- URL: https://www.sysaid.com/blog/sysaid/when-your-awesome-feature-turns-out-to-be-a-by-design-bug
- Categories: SysAid
- Tags: ITSM, product management
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

I want to share a lightbulb moment I had recently. I love my work as a product manager in SysAid, being empowered by data from one end, and working closely with SysAid customers from the other end. Each interaction with customers is an opportunity to listen to the customers’ needs as well as share some fresh ideas, and as a result – create meaningful features. Not long ago, we had a request from a customer to add specific functionality to our notifications feature. Here’s how the story began... Our new awesome feature Based on the request of one of our customers, new functionality was inserted to enhance an existing feature regarding notifications. The feature was very specific: it allows agents to get notified about specific actions when their users modify attributes in SysAid. The whole Product department was so excited, that we even added a special shout-out to the customer inside the product, to thank them for encouraging us to add this functionality. And the customer truly appreciated this gesture. Going back to the Beta stage This feature request was initiated from feedback that we received from a customer via the support department. We inserted it into our product backlog and after analyzing it, we interviewed the customer. At this point we started to validate this requirement with other customers as well, trying to understand the impact of this new feature on our customers' ecosystems. We realized that this functionality has a positive ROI, especially when we compared the development...

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### Reap the Rewards of ITSM Tool Integrations

> To help you improve the quality of service, to speed up operations, or to save money – this blog looks at how ITSM tool integrations can benefit you.

- Published: 2020-07-14
- Modified: 2024-05-16
- URL: https://www.sysaid.com/blog/itsm/reap-the-rewards-of-itsm-tool-integrations
- Categories: ITSM
- Tags: Integrations, ITSM, ITSM Tool
- Blog authors: Oded Moshe, SysAid
- Role / functions: Service Desk Agent
- ITSM maturities: Basic

The use of integrations with IT service management (ITSM) tools is nothing new – with email integration, and the email channel, a big part of IT support operations (at least until IT self-service gains greater traction). Now, during the necessary firefighting of the COVID-19 crisis, we’ve seen more customers extend the power of SysAid via our integrations with other IT solutions (you can see these in the SysAid Marketplace). Here's a couple of examples: Seamlessly integrate Jira issues with SysAid's service records for streamlined collaboration Provide a direct channel for communication and synchronization between SysAid agents and Jira handlers If you’re not one of these customers, you might be thinking “Why? Weren’t they busy enough dealing with the extreme impact of the crisis on IT support operations? ” Well, the short answer is that the use of these integrations is the ITSM tool equivalent of “the gift that keeps on giving. ” Especially in the “new normal” where the focus on costs, the speed of execution, and the service experience will be higher than ever. Because the integration of SysAid with other applications and services is something that pays back by an order of magnitude. This is something that’s best explained via a journey through some of the key benefits of ITSM tool integrations. The key benefits of ITSM tool integrations The COVID-19 crisis is a difficult time for most organizations and their IT departments. There was much to do in both maintaining business operations and ensuring that the now-remote-working...

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## Resources

### Agentic AI & Responsible Adoption: Unveiling SysAid AI Agents

> Built for your IT environment to proactively anticipate needs, make intelligent decisions, and take action, all while learning and adapting over time.

- Published: 2025-03-20
- Modified: 2025-04-16
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/turbocharge-2025-with-agentic-ai-unveiling-sysaid-ai-agents
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars

Built for your IT environment to proactively anticipate needs, make intelligent decisions, and take action, all while learning and adapting over time.

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### How Educational Institutions Can Improve Their IT Support

- Published: 2025-02-27
- Modified: 2025-03-09
- URL: https://www.sysaid.com/resources/whitepapers/how-educational-institutions-can-improve-their-it-support
- Blog authors: SysAid
- Resource categories: Whitepapers



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### SMART 2024

> Join us at SysAid SMART'24 on November 19 to discover the latest trends and innovations in IT operations. Learn from industry experts, enhance your SysAid skills, and network with like-minded professionals.

- Published: 2024-10-10
- Modified: 2025-02-26
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-2024
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars

Get Ready to See the Next Gen of ITSM in Action - SMART'24 is Back!

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### Top 5 IT Metrics You Must Track: A Practical Guide to Collecting, Analyzing, and Reporting with SysAid Analytics

> Tired of guessing when it comes to assessing ITSM performance? Want a clear, data-driven strategy to showcase your IT team’s value? Join us now

- Published: 2024-10-07
- Modified: 2024-10-31
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/top-5-it-metrics-you-must-track-a-practical-guide-with-sysaid-bi-analytics
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars

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### Empower your IT teams with AI and no-code tools!

- Published: 2024-09-23
- Modified: 2024-10-07
- URL: https://www.sysaid.com/resources/videos/empower-your-it-teams-with-ai-and-no-code-tools
- Blog authors: SysAid
- Resource categories: Videos



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### How SysAid Uses AI to Redefine IT Service Management

> Discover why collaboration is crucial at the service desk with insights from SysAid.

- Published: 2024-09-23
- Modified: 2024-09-23
- URL: https://www.sysaid.com/resources/videos/how-sysaid-uses-ai-to-redefine-it-service-management
- Blog authors: SysAid
- Resource categories: Videos



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### Collaboration at the Service Desk Is Key, Not Compromise

> Discover why collaboration is crucial at the service desk with insights from SysAid.

- Published: 2024-09-23
- Modified: 2024-09-23
- URL: https://www.sysaid.com/resources/videos/collaboration-at-the-service-desk-is-key-not-compromise-2
- Blog authors: SysAid
- Resource categories: Videos



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### Gen AI Under The Hood: Lessons Learned From 7,000 Active SysAid Copilot Users

> Curious about Gen AI and its impact on ITSM? Join us for an in-depth look at SysAid Copilot's architecture and technology. Learn from real-world customer experiences and discover how Gen AI is revolutionizing IT Service Management.

- Published: 2024-09-02
- Modified: 2024-09-24
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/gen-ai-under-the-hood-lessons-learned-from-7000-active-sysaid-copilot-users
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars

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### Stop Firefighting, Start Thriving: Mastering IT Service Desk Excellence with Gen AI

> Join our upcoming webinar to learn how SysAid Copilot's AI Chatbot for Agents can transform your IT service desk overnight.

- Published: 2024-07-16
- Modified: 2024-12-08
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/mastering-it-service-desk-excellence-with-gen-ai
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars

Join our upcoming webinar to learn how SysAid Copilot's AI Chatbot for Agents can transform your IT service desk overnight.

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### 2024 ITSM Mega-Trends Report

> State of Service Management Report Deep dive into the minds of 1,200+ IT professionals from across the globe to discover the winning tactics and trends you need to gain a competitive edge in the IT industry

- Published: 2024-07-08
- Modified: 2025-02-10
- URL: https://www.sysaid.com/resources/ebooks/2024-sysaid-annual-report
- Blog authors: SysAid
- Resource categories: eBooks

Gen AI – it’s all anyone can talk about these days. But for IT leaders on the frontlines, the question is: what does this mean for their day-to-day?



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### Mega Trends in ITSM

> Join this data-driven webinar to explore the top trends in IT service management (ITSM) and how generative AI is revolutionizing the user experience.

- Published: 2024-06-16
- Modified: 2024-12-23
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/mega-trends-in-itsm
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars

We'll discuss how organizations are adopting generative AI and the main challenges they face.

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### Panel Discussion: The Impact of AI in Service Management

> The Impact of AI in Service Management: Panel discussion on how AI is transforming IT service desks

- Published: 2024-05-12
- Modified: 2024-12-25
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/panel-discussion-the-impact-of-ai-in-service-management
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

Join us for this insightful webinar and discover how Gen AI within Microsoft Teams can revolutionize the service experiences you provide.

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### Revolutionize Service Experiences with Gen AI in Microsoft Teams

> Join us for this insightful webinar and discover how Gen AI within Microsoft Teams can revolutionize the service experiences you provide.

- Published: 2024-03-27
- Modified: 2024-12-12
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/revolutionize-service-experiences-with-gen-ai-in-microsoft-teams
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

Join us for this insightful webinar and discover how Gen AI within Microsoft Teams can revolutionize the service experiences you provide.

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### Product Roundup LIVE

> Gain a 360° view look at next-generation AI features in our Product Roundup webinar. See live demos, and ask Product Managers your questions.

- Published: 2024-03-13
- Modified: 2024-12-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/product-roundup-live
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

Gain a 360° view look at next-generation AI features and more in our Product Roundup webinar

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### Gen AI Strategies for Superior Service Management

> Discover firsthand how generative AI can take your service management to new heights. Learn innovative approaches to crafting and executing digital strategies to ultimately deliver superior service for unmatched customer satisfaction and operational excellence.

- Published: 2024-02-12
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/gen-ai-strategies-copilot
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

Discover firsthand how generative AI can take your service management to new heights.



---

### Turbocharge 2024 with AI unveiling SysAid Copilot

> AI-powered ITSM in 2024: Join us on SysAid Copilot Launch Event. Boost MTTR, with meaningful AI Insights with Copilot and its cutting-edge generative AI

- Published: 2024-01-25
- Modified: 2024-07-21
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/turbocharge-2024-with-ai-unveiling-sysaid-copilot
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

Unleash AI-powered ITSM productivity in 2024

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### IT Onboarding Checklist

> Start your new job with confidence! Our comprehensive IT onboarding checklist and expert tips ensure you’re fully prepared from day one.

- Published: 2023-12-06
- Modified: 2025-02-26
- URL: https://www.sysaid.com/resources/articles/it-onboarding-checklist
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

. b-success-stories-hero-layout-events { min-height: auto ! important; padding-top: 170px ! important; padding-bottom: 30px ! important; } . b-success-stories-hero-layout-events . b-success-stories-hero__inner { max-width: none ! important; align-items: center; justify-content: space-between; } . b-success-stories-hero-layout-events . c-section-header__title { font-size: 45px ! important; } . b-success-stories-hero-layout-events . b-success-stories-hero__media { max-width: 350px; width: 100%; } @media (max-width: 991px) { . b-success-stories-hero-layout-events . b-success-stories-hero__media { margin: 40px auto 0px; } } @media (min-width: 992px) { . b-success-stories-hero-layout-events . b-success-stories-hero__entry { flex: 0 0 750px ! important; max-width: 750px ! important; } } What is IT onboarding? IT onboarding is the strategic process of integrating new personnel into the corporate digital ecosystem. It is a workflow that equips employees with the necessary tools, knowledge, and access to seamlessly navigate the corporate technology infrastructure. Such that they have all of the technology they need to do their jobs. What is included in onboarding? The onboarding process includes access provisioning like email accounts, network access, and software permissions. It ensures that computers, phones, and other devices are prepared in advance with the right software and apps. There is also the dissemination of training materials, ensuring that employees know their way around the building and anything else an employee needs to successfully integrate into a company. What is the typical onboarding process? There is no definitive IT onboarding process; every company is different. However, there are similarities across organizations like hardware and software configurations, network access, getting the employee used to the programs they will use, who to turn to...

---

### What’s the difference between a Help Desk and a Service Desk?

> Learn the essential differences between help desks and service desks. Dive into our blog article today and enhance your IT support strategy!

- Published: 2023-11-12
- Modified: 2025-02-26
- URL: https://www.sysaid.com/resources/articles/whats-the-difference-between-a-help-desk-and-a-service-desk
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

. b-success-stories-hero-layout-events { min-height: auto ! important; padding-top: 170px ! important; padding-bottom: 30px ! important; } . b-success-stories-hero-layout-events . b-success-stories-hero__inner { max-width: none ! important; align-items: center; justify-content: space-between; } . b-success-stories-hero-layout-events . c-section-header__title { font-size: 45px ! important; } . b-success-stories-hero-layout-events . b-success-stories-hero__media { max-width: 350px; width: 100%; } @media (max-width: 991px) { . b-success-stories-hero-layout-events . b-success-stories-hero__media { margin: 40px auto 0px; } } @media (min-width: 992px) { . b-success-stories-hero-layout-events . b-success-stories-hero__entry { flex: 0 0 750px ! important; max-width: 750px ! important; } } What is a Service Desk? A service desk is a single point of contact within a company that manages IT incidents and service requests, as well as handling communication with end-users. It’s a primary IT service within the discipline of ITSM as defined by ITIL. The service desk is designed to provide end-to-end ownership of these issues for the end-user, with a focus on restoring service as quickly as possible and minimizing any potential disruptions to business operations. What is a Help Desk? A help desk is a centralized resource or service that provides IT assistance and support to end-users, typically related to technical issues or inquiries. It’s often staffed by knowledgeable professionals who can provide guidance, troubleshoot issues, and offer solutions to help end-users resolve their IT issues efficiently. Can a Company have an IT Help Desk and not a Service Desk? Yes, a company can have an IT help desk without having a service desk. While both help desks and service desks...

---

### SMART'23 | It’s All About Experience: How Generative AI Transforms Service Management

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-08-18
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-its-all-about-experience-how-generative-ai-transforms-service-management
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'23 | Bringing IT All Together With One Integrated Service Desk

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-08-18
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-bringing-it-all-together-with-one-integrated-service-desk
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'23 | Liberation: Putting AI to Work for Your Organization and Your People

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-08-18
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-liberation-putting-ai-to-work-for-your-organization-and-your-people
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'23 | Case Study: A New Approach to IT Service in an Old City

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-08-18
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-case-study-a-new-approach-to-it-service-in-an-old-city
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'23 | Case Study: Breaking Down Silos for Holistic Service Management

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-case-study-breaking-down-silos-for-holistic-service-management
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'23 | Keynote: Tales from the Wild West - Former CIA CISO Shares Some Stories

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-keynote-tales-from-the-wild-west-former-cia-ciso-shares-some-stories
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'23 | Closing Keynote: The Big Bang - Generative AI and Service Management

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-closing-keynote-the-big-bang-generative-ai-and-service-management
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'23 | A Time to Shine: SMART Awards & Winners Panel

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-a-time-to-shine-smart-awards-winners-panel
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'23 | Welcome to SMART 2023

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-welcome-to-smart-2023
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'23 | Welcome to Day Two

> SysAid SMART 2023 - VIRTUAL CUSTOMER CONFERENCE

- Published: 2023-11-06
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-welcome-to-day-two
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### How to Successfully Implement Service Desk Software

> Learn the necessary steps to successfully implement service desk software & their importance to help optimize your organization’s customer service experience.

- Published: 2023-08-31
- Modified: 2024-05-28
- URL: https://www.sysaid.com/resources/articles/how-to-successfully-implement-service-desk-software
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Learn the necessary steps to successfully implement help desk software & their importance to help optimize your organization’s customer service experience.

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---

### How to Successfully Implement Ticketing Software

> Learn how to successfully implement ticketing software throughout pre-implementation, ticketing software set up, & post ticketing software implementation.

- Published: 2023-08-22
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/articles/how-to-successfully-implement-ticketing-software
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Learn how to successfully implement ticketing software throughout pre-implementation, ticketing software set up, & post ticketing software implementation.



---

### How to Select a New Service Desk

> Learn what you should consider before selecting a new service desk such as service desk features and options, service desk cost, user feedback, and more.

- Published: 2023-08-09
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/articles/how-to-select-a-new-service-desk
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Learn what you should consider before selecting a new service desk such as service desk features and options, service desk cost, user feedback, and more.



---

### How to Successfully Implement Help Desk Software

> Learn the necessary steps to successfully implement help desk software & their importance to help optimize your organization’s customer service experience.

- Published: 2023-08-09
- Modified: 2024-05-28
- URL: https://www.sysaid.com/resources/articles/how-to-successfully-implement-help-desk-software
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Learn the necessary steps to successfully implement help desk software & their importance to help optimize your organization’s customer service experience.

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---

### Reach for the Cloud [Healthcare]

> Healthcare was long deemed unfit for Cloud migration. After all, worrying about complying with HIPAA and GDPR regulations alone would give any SysAdmin anxiety, and for good reason. This webinar will provide you with data-based insights about healthcare cloud migration, along with addressing regulatory compliance and patient privacy concerns.

- Published: 2023-07-12
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-healthcare
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

Fuel Healthcare Success: Overcoming HIPAA Compliance and Security Challenges



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### How to Successfully Implement ITSM Software

> Learn the steps you need to take to successfully implement ITSM software, streamline your IT processes and make the most out of your IT tools.

- Published: 2023-07-03
- Modified: 2024-05-28
- URL: https://www.sysaid.com/resources/articles/how-to-successfully-implement-itsm-software
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Learn the steps you need to take to successfully implement ITSM software, streamline your IT processes and make the most out of your IT tools.

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---

### How to Integrate IT Asset Management With Your Service Desk

> Learn how to integrate IT asset management (ITAM) softwares with your service desk to allow for a seamless integration while boosting your IT efficiency.

- Published: 2023-07-03
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/articles/how-to-integrate-it-asset-management-with-your-service-desk
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Learn how to integrate IT asset management (ITAM) softwares with your service desk to allow for a seamless integration while boosting your IT efficiency.



---

### 2023 State of Service Management Report

> State of Service Management Report Deep dive into the minds of 1,200+ IT professionals from across the globe to discover the winning tactics and trends you need to gain a competitive edge in the IT industry.

- Published: 2023-06-14
- Modified: 2024-07-08
- URL: https://www.sysaid.com/resources/ebooks/2023-state-of-service-management-report
- Blog authors: SysAid
- Resource categories: eBooks

Knowing exactly where the IT world is headed in terms of budgets, challenges, and goals is like striking gold. Read on to be at the top of your IT game



---

### Reach for the Cloud [Public Sector]

> 2023 data and actionable tips for safe and compliant Cloud migration for Public Sector organizations

- Published: 2023-01-25
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-public
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

2023 Data and actionable tips for safe and compliant cloud migration



---

### Reach for the Cloud [Manufacturing]

- Published: 2023-01-12
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-manufacturing
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

AWS Best Practices & Expert Tips
For the Manufacturing Sector



---

### Barrachd Sets up Their End Users for Success with SysAid

> Boost end-user success with SysAid. Learn how SysAid can enhance user experience and efficiency.

- Published: 2022-11-23
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/video-testimonials/barrachd-sets-up-their-end-users-for-success-with-sysaid
- Blog authors: SysAid
- Resource categories: Video Testimonials



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### Priory Group's IT prioritizes flexibility and ease of use with SysAid

> Priory Group prioritizes flexible IT solutions with SysAid for enhanced efficiency and productivity.

- Published: 2022-11-23
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/video-testimonials/priory-groups-it-prioritizes-flexibility-and-ease-of-use-with-sysaid
- Blog authors: SysAid
- Resource categories: Video Testimonials



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### The A&A Group Utilizes SysAid’s Workflows to Optimize Their Business

> Discover how the A&A Group maximizes business efficiency with SysAid's workflows.

- Published: 2022-11-23
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/video-testimonials/the-aa-group-utilizes-sysaids-workflows-to-optimize-their-business
- Blog authors: SysAid
- Resource categories: Video Testimonials



---

### University of London Saves Big with SysAid

- Published: 2022-11-23
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/video-testimonials/university-of-london-saves-big-with-sysaid
- Resource categories: Video Testimonials



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### Omni ISG unifies their IT with SysAid, boosting efficiency

> Boost IT Efficiency with Confidence: Learn More About the Omni ISG & SysAid Partnership!

- Published: 2022-11-23
- Modified: 2024-11-11
- URL: https://www.sysaid.com/resources/video-testimonials/omni-isg-unifies-their-it-with-sysaid-boosting-efficieny
- Blog authors: SysAid
- Resource categories: Video Testimonials



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### Spectrum Health's IT Blossoms with SysAid's ITIL-Aligned Tools

> Discover how Spectrum Health's IT flourishes with SysAid's ITIL-aligned tools. Learn more in this article by SysAid.

- Published: 2022-11-22
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/video-testimonials/spectrum-healths-it-blossoms-with-sysaids-itil-aligned-tools
- Blog authors: SysAid
- Resource categories: Video Testimonials



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### Bacardi conquers business after applying SysAid’s IT principles

> Explore how Bacardi utilizes SysAid's IT principles for effective business operations.

- Published: 2022-11-22
- Modified: 2025-01-21
- URL: https://www.sysaid.com/resources/video-testimonials/bacardi-conquers-business-after-applying-sysaids-it-principles
- Blog authors: SysAid
- Resource categories: Video Testimonials



---

### Sense redefines what customizable IT means with SysAid

> Discover how Sense redefines IT with SysAid in this insightful article.

- Published: 2022-11-22
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/video-testimonials/sense-redifines-what-customizable-it-means-with-sysaid
- Blog authors: SysAid
- Resource categories: Video Testimonials



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### Scope’s budgeting is made easy with SysAid

- Published: 2022-11-22
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/video-testimonials/scopes-budgeting-is-made-easy-with-sysaid
- Resource categories: Video Testimonials



---

### Scope sees IT all with SysAid’s revolutionary Asset Management

> Discover how Scope Sees All with SysAid Asset Management. Unlock the power of SysAid for comprehensive asset management.

- Published: 2022-11-22
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/video-testimonials/scope-sees-it-all-with-sysaids-revolutionary-asset-management
- Blog authors: SysAid
- Resource categories: Video Testimonials



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### MobileEye streamlines IT processes with SysAid

- Published: 2022-11-08
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/video-testimonials/mobileeye-streamlines-it-processes-with-sysaid
- Resource categories: Video Testimonials



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### SMART'22 | Digital Employee Experience: The Opportunity for IT to Transform How We Work

> Join us at SysAid SMART 2022, the annual virtual conference showcasing the latest trends and innovations in IT service management.

- Published: 2022-10-11
- Modified: 2024-06-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-digital-employee-experience-the-opportunity-for-it-to-transform-how-we-work
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'22 | The Future of Cloud with AWS

> SysAid SMART 2022, Annual Virtual Conference, Join AWS expert Jerry Pang, who will be sharing his personal insights and predictions on the future of Cloud.

- Published: 2022-10-11
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-the-future-of-cloud-with-aws
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'22 | Reimagining Employee Experience: SysAid for Teams

> Join SysAid SMART 2022 Annual Virtual Conference for the latest insights and trends in IT service management.

- Published: 2022-10-11
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-reimagining-employee-experience-sysaid-for-teams
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'22 | How Innovation in IT Translates into Real Impact

> SysAid SMART 2022: Join our annual virtual conference for the latest insights and trends in the industry.

- Published: 2022-10-11
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-how-innovation-in-it-translates-into-real-impact
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'22 | ITIL 4 is not about changing what we do - it’s about changing how we do it

> SysAid SMART 2022 - Annual Virtual Conference: Join us for the latest in IT service management innovations and trends.

- Published: 2022-10-11
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-itil-4-is-not-about-changing-what-we-do-its-about-changing-how-we-do-it
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'22 | The Future of Service Management: A Tale of Two Futures

> Join the SysAid SMART 2022 Annual Virtual Conference for the latest insights and trends in IT service management.

- Published: 2022-10-11
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-the-future-of-service-management-a-tale-of-two-futures
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'22 | Awards Ceremony & Winners Panel Discussion

> Join us at SMART'22 for the Awards Ceremony & Winners Panel Discussion hosted by SysAid. Get inspired by the brightest minds in the industry!

- Published: 2022-10-11
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-awards-ceremony-winners-panel-discussion
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



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### SMART'22 | A Word to Customers from SysAid CEO

> SysAid SMART 2022, ANNUAL VIRTUAL CONFERENCE

- Published: 2022-10-11
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-a-word-to-customers-from-sysaid-ceo
- Blog authors: Oded Moshe
- Resource categories: Virtual Events and Webinars



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### SMART'22 | Opening and Welcome from SysAid CEO

> SysAid SMART 2022, ANNUAL VIRTUAL CONFERENCE

- Published: 2022-10-11
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-opening-and-welcome-from-sysaid-ceo
- Blog authors: Oded Moshe
- Resource categories: Virtual Events and Webinars



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### The Ever Enjoyable Erik Snider

> IT After Hours Podcast: 2022 IT Trends with Ben Brennan & Erik Snider

- Published: 2022-08-22
- Modified: 2024-05-22
- URL: https://www.sysaid.com/resources/podcasts/the-ever-enjoyable-erik-snider
- Blog authors: SysAid
- Resource categories: Podcasts



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### Launch Event: SysAid for Teams

> Join us to hear SysAid’s CEO visionary keynote, an insightful customers panel, and a real talk on how to make your employees happier. Together, let's reimagine the employee experience.

- Published: 2022-06-13
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-for-teams
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars

Join us to hear SysAid’s CEO visionary keynote, an insightful customers panel, and a real talk on how to make your employees happier.

#agenda-section{background:#f8f8f8;padding:90px 0 0;margin-top:100px}@media screen and (max-width:767px){#agenda-section{padding:60px 0}}#agenda-section . title{text-align:center;margin-bottom:40px}#agenda-section . title h3{font-size:40px}@media screen and (max-width:767px){#agenda-section . title h3{font-size:28px}}#agenda-section . agenda-list{width:100%;max-width:883px;margin:0 auto;}#agenda-section . agenda-list . agenda-list-item{display:flex;width:100%;border-radius:9px;overflow:hidden;margin-top:15px;box-shadow:0 4px 8px rgba(0,0,0,. 1)}@media screen and (max-width:767px){#agenda-section . agenda-list . agenda-list-item{margin-top:25px;flex-direction:column}}#agenda-section . agenda-list . agenda-list-item div{padding:15px 30px;background:#fb7c77}@media screen and (min-width:768px){#agenda-section . agenda-list . agenda-list-item div{flex:0}}#agenda-section . agenda-list . agenda-list-item div p{color:#fff}#agenda-section . agenda-list . agenda-list-item div+div{background:#fff;flex:1}#agenda-section . agenda-list . agenda-list-item div+div p{color:#303030}#agenda-section . agenda-list . agenda-list-item div p{margin:0} Agenda - 60 minutes of inspiration! Welcome & SysAid CEO Keynote SysAid for Teams in Action: Product Demo Customer Panel Discussion Closing Remarks

---

### Employee Experience Through An ITSM Lens: What’s The Secret?

> Learn what employee experience is, why it’s important, and how ITSM can help you to provide the ultimate employee experience.

- Published: 2022-05-17
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/articles/employee-experience-through-an-itsm-lens-whats-the-secret
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Learn what employee experience is, why it’s important, and how ITSM can help you to provide the ultimate employee experience.



---

### 2022 State of Service Management

> First-hand insights, outcome, and technology trends from over 1,200+ IT peers to successfully navigate 2022.

- Published: 2022-05-11
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/infographics/2022-state-of-service-management-infographics
- Resource categories: Infographics

Get practical tips to inform your strategy and stay ahead of the ever-evolving IT field.



---

### The Complete Guide to Automated Chatbots for ITSM

> Automated chatbots are useful to increase sales, service productivity, and efficiency. But how do they relate to ITSM? Find out here.

- Published: 2022-05-09
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/articles/the-complete-guide-to-automated-chatbots-for-itsm
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Automated chatbots are useful to increase sales, service productivity, and efficiency. But how do they relate to ITSM? Find out here.



---

### What is ITSM

> IT Service Management (ITSM) is a process used to manage the activities involved in designing, creating, delivering, supporting & managing IT services.

- Published: 2022-03-24
- Modified: 2024-11-04
- URL: https://www.sysaid.com/resources/articles/what-is-itsm
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

IT Service Management (ITSM) is a process used to manage the activities involved in designing, creating, delivering, supporting & managing IT services.



---

### 2022 State Of Service Management

> We asked +1200 professionals to share their insights on IT. They’ve spared nothing. The Data's out. And it's a big one.

- Published: 2022-03-13
- Modified: 2024-06-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/2022-state-of-service-management
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars



---

### Workflow Automation

> Discover Workflow Automation with definitions, examples, benefits, comparisons, and more. Learn everything you need to know.

- Published: 2022-02-24
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/articles/workflow-automation
- Blog authors: Oded Moshe, SysAid
- Resource categories: Articles

Let us define what is Workflow Automation for you with definitions, examples, benefits, comparisons, and much more. Learn all you need! Explore now! 💡



---

### SMART'21 | SysAid SMART - It’s All About the Love!

- Published: 2021-10-25
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-smart-its-all-about-the-love
- Blog authors: Oded Moshe
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | SysAid Workshop: How Do You Know You're Doing a Good Job?

> Join SMART'21 Workshop on Good Job Assessment by SysAid for insightful discussions.

- Published: 2021-10-25
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-workshop-how-do-you-know-youre-doing-a-good-job
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | SysAid Workshop: Troubleshooting Your Asset Management

> Join SMART'21 Workshop on Asset Management Troubleshooting for expert insights and solutions.

- Published: 2021-10-25
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-workshop-troubleshooting-your-asset-management
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | Case Study: Automating Staff Onboarding & Offboarding

> Automate staff onboarding and offboarding with this SMART'21 case study featuring SysAid.

- Published: 2021-10-25
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/case-study-automating-staff-onboarding-offboarding
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | Reimagining the Virtual Workplace

- Published: 2021-10-25
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/reimagining-the-virtual-workplace
- Blog authors: Oded Moshe
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | Giving CPR Can Save Your IT & Business Health

> Learn how giving CPR can save your IT and business health in SMART'21 by SysAid.

- Published: 2021-10-25
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/giving-cpr-can-save-your-it-business-health
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | Lessons Learned from Two Decades of Tool Implementation

> Discover valuable insights from two decades of tool implementation in SMART'21 by SysAid.

- Published: 2021-10-25
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/lessons-learned-from-two-decades-of-tool-implementation
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | Is Service Automation the Future of ITSM?

> SMART'21: Discover the latest in Service Automation for IT Service Management with SysAid.

- Published: 2021-10-25
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/is-service-automation-the-future-of-itsm
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | What Does It Mean to Be Employee-Centric in the Digital Workspace?

> The digital workspace has evolved from a concept to a reality for business, and IT is at the frontline of this change. SysAid SMART 2021.

- Published: 2021-10-24
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/what-does-it-mean-to-be-employee-centric-in-the-digital-workspace
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### SMART'21 | The Future Is Fast and Transformation Is Key

> SMART'21: Explore the Fast Future Transformation with SysAid in this insightful session.

- Published: 2021-10-24
- Modified: 2024-05-09
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/the-future-is-fast-and-transformation-is-key
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### The Way & Where You Want IT. SysAid’s New Release

> Introducing SysAid’s newest features including Zapier integration—for automating processes across your favorite business applications.

- Published: 2021-08-26
- Modified: 2024-04-22
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/the-way-and-where-you-want-it-sysaids-new-release
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars



---

### Your Guide to building a Digital Workspace

> The challenges and opportunities of the digital workspace and IT’s key role in the transformation.

- Published: 2021-06-22
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/your-guide-to-building-a-digital-workspace
- Resource categories: Virtual Events and Webinars



---

### Get Your Self-Service Charged Up!

- Published: 2021-06-18
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/get-your-self-service-charged-up
- Resource categories: Virtual Events and Webinars

WORKSHOP: I DIDN'T KNOW I CAN DO THAT



---

### Eliminate Complexities of Ticket Management with Built-In ITAM

> Streamline IT ticketing with SysAid's IT Asset Management (ITAM). Auto-populate data & optimize workflows for faster resolution.

- Published: 2021-06-18
- Modified: 2024-05-26
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/eliminate-complexities-of-ticket-management-with-built-in-itam
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars

WORKSHOP: I DIDN'T KNOW I CAN DO THAT



---

### Get more visibility, make better decisions

- Published: 2021-06-18
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/get-more-visibility-make-better-decisions
- Resource categories: Virtual Events and Webinars

WORKSHOP: I DIDN'T KNOW I CAN DO THAT



---

### Digital Workflows 201

- Published: 2021-06-18
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/digital-workflows-201
- Resource categories: Virtual Events and Webinars

WORKSHOP: I DIDN'T KNOW I CAN DO THAT



---

### Reduce COVID-19 self-reporting burdens and compliance risk

> Learn how to use the new Worksafe app, which simplifies daily self-reporting of location and health status, while automatically alerting management to potential exposure at work.

- Published: 2021-06-18
- Modified: 2024-05-26
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/reduce-covid-19-self-reporting-burdens-and-compliance-risk
- Blog authors: SysAid
- Resource categories: Virtual Events and Webinars

WORKSHOP: I DIDN'T KNOW I CAN DO THAT



---

### Creating amazing self-service experiences

- Published: 2021-06-18
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/creating-amazing-self-service-experiences
- Resource categories: Virtual Events and Webinars



---

### Jump-start your remote support

- Published: 2021-06-18
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/jump-start-your-remote-support
- Resource categories: Virtual Events and Webinars



---

### The ‘New Normal’ Automation boom

> One thing that’s clear; COVID-19 will herald an automation boom. Take advantage of advanced automation to take your service desk to the next level.

- Published: 2021-06-18
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/virtual-events-and-webinars/the-new-normal-automation-boom
- Blog authors: Oded Moshe, SysAid
- Resource categories: Virtual Events and Webinars



---

### 2021 State of Service Management Report

> Uncover the latest insights, outcomes, and trends in research conducted among over 1,000 IT professionals across industries around the globe.

- Published: 2021-06-14
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/ebooks/2021-state-of-service-management-report
- Resource categories: eBooks

Good problem management can provide enormous value, by reducing IT service failure and by limiting the impact of failures when they do occur.



---

### ITSM Podcast: Do You Deliver Valuable Services, or Just Technology?

> Listen to ITSM expert Stuart Rance's podcast as he breaks down the basics in his soothing voice.

- Published: 2021-05-30
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/podcasts/itsm-podcast-do-you-deliver-valuable-services-or-just-technology
- Blog authors: SysAid
- Resource categories: Podcasts



---

### ITSM Podcast: The 9 Guiding Principles of ITIL Practitioner

> ITSM guru Stuart Rance podcasts, The 9 Guiding Principles of ITIL Practitioner

- Published: 2021-05-30
- Modified: 2024-05-22
- URL: https://www.sysaid.com/resources/podcasts/itsm-podcast-the-9-guiding-principles-of-itil-practitioner
- Blog authors: SysAid
- Resource categories: Podcasts



---

### ITSM Podcast: Start Where You Are

> ITSM guru Stuart Rance podcasts, explaining a few of the basics...in his own serenading voice.

- Published: 2021-05-30
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/podcasts/itsm-podcast-start-where-you-are
- Resource categories: Podcasts



---

### Save Time with Automation

> Save Time with Automation - Watch SysAid's video on saving time with automation in IT service management and streamline your workflow today.

- Published: 2021-05-23
- Modified: 2024-06-03
- URL: https://www.sysaid.com/resources/videos/save-time-with-automation
- Blog authors: SysAid
- Resource categories: Videos



---

### Collaboration at the Service Desk Is Key, Not Compromise

> Discover why collaboration is crucial at the service desk with insights from SysAid.

- Published: 2021-05-23
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/videos/collaboration-at-the-service-desk-is-key-not-compromise
- Blog authors: SysAid
- Resource categories: Videos



---

### Joe the IT Guy Learns to Be Proactive

> Joe the IT Guy Learns to Be Proactive - Join Joe the IT Guy on his journey to becoming proactive in IT service management. Watch the video for tips.

- Published: 2021-05-23
- Modified: 2024-07-21
- URL: https://www.sysaid.com/resources/videos/joe-the-it-guy-learns-to-be-proactive
- Blog authors: SysAid
- Resource categories: Videos



---

### Stuart Rance ITSM Tip #13: Which ITIL Processes Should You Start With?

> Stuart Rance ITSM Tip #13: Learn how ITIL processes begin with SysAid.

- Published: 2021-05-20
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-13-our-customers-needs
- Blog authors: SysAid
- Resource categories: Videos



---

### Stuart Rance ITSM Tip #12: Change Management Best Practices

> Discover Stuart Rance's IT Service Management Tip #12 on Change Management with insights on SysAid.

- Published: 2021-05-20
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-12-change-management-best-practices
- Blog authors: SysAid
- Resource categories: Videos



---

### Stuart Rance ITSM Tip #11: Why Should You Practice Availability Management

> Get insights on Change Management with Stuart Rance's ITSM Tip #11 on SysAid.

- Published: 2021-05-20
- Modified: 2024-05-21
- URL: https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-11-why-should-you-practice-availability-management
- Blog authors: SysAid
- Resource categories: Videos



---

### Stuart Rance ITSM Tip #10: Shift-Left Concept

> Explore the insights and expertise of renowned ITSM thought leader Stuart Rance. Learn about the latest trends and best practices in IT Service Management.

- Published: 2021-05-20
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-10-shift-left-concept
- Resource categories: Videos



---

### Stuart Rance ITSM Tip #9: Share Your Knowledge

> ITSM Tip: Share Your Knowledge - Gain insights from Stuart Rances on sharing knowledge effectively in IT service management.

- Published: 2021-05-20
- Modified: 2024-07-21
- URL: https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-9-share-your-knowledge
- Blog authors: SysAid
- Resource categories: Videos



---

### Stuart Rance ITSM Tip #8: Set the Right Expectations

> Stuart Rance shares ITSM Tip #8: Setting the Right Expectations in this SysAid article.

- Published: 2021-05-20
- Modified: 2024-04-21
- URL: https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-8-set-the-right-expectations
- Blog authors: SysAid
- Resource categories: Videos



---

### Stuart Rance ITSM Tip #7: How to Choose a Framework

- Published: 2021-05-20
- Modified: 2023-08-30
- URL: https://www.sysaid.com/resources/videos/stuart-rances-itsm-tip-7-how-to-choose-a-framework
- Resource categories: Videos



---


---


## News

### SysAid Announces General Availability of Agentic AI Platform with AI Agents for ITSM — Easy to Use, Secure, and with Enterprise-Grade Capabilities

- Published: 2025-03-25
- Modified: 2025-03-26
- URL: https://www.sysaid.com/news/sysaid-announces-general-availability-of-agentic-ai-platform-with-ai-agents-for-itsm-easy-to-use-secure-and-with-enterprise-grade-capabilities
- News categories: Press Releases



---

### SysAid Wins 2025 Stevie Awards for Sales & Customer Service Among Over 2,100 Nominations Across Industries

- Published: 2025-03-18
- Modified: 2025-03-18
- URL: https://www.sysaid.com/news/sysaid-wins-2025-stevie-awards-customer-service
- News categories: Press Releases



---

### SysAid Enhances AI-Driven ITAM with Advanced Discovery, Powered by Partnership with Lansweeper

- Published: 2025-02-23
- Modified: 2025-02-24
- URL: https://www.sysaid.com/news/sysaid-enhances-ai-driven-itam-with-advanced-discovery-powered-by-partnership-with-lansweeper
- News categories: Press Releases



---

### SysAid Copilot Customers Showcase Significant Productivity Gains with AI-Powered ITSM

- Published: 2025-02-19
- Modified: 2025-02-24
- URL: https://www.sysaid.com/news/sysaid-copilot-customers-showcase-significant-productivity-gains-with-ai-powered-itsm
- News categories: Press Releases

SysAid Recognized in 2025 Gartner® Innovation Guide for Generative AI Technologies

---

### SysAid Welcomes Softchoice as Partner to Deliver AI-Powered ITSM Solutions to Its Customers

- Published: 2024-12-05
- Modified: 2024-12-05
- URL: https://www.sysaid.com/news/sysaid-welcomes-softchoice-as-partner-to-deliver-ai-powered-itsm-solutions-to-its-customers
- News categories: Press Releases



---

### SysAid Recognized as one of the Emerging Leaders in the 2024 Gartner® Innovation Guide for Generative AI Report Technologies

- Published: 2024-11-21
- Modified: 2024-11-21
- URL: https://www.sysaid.com/news/sysaid-recognized-as-one-of-the-emerging-leaders-in-the-2024-gartner-innovation-guide-for-generative-ai-report-technologies
- News categories: Press Releases



---

### SysAid Copilot Named a Winner of the 2024 Generative AI Product of the Year Award

> SysAid today announced that its innovative IT service management (ITSM) solution, SysAid Copilot, has been named a winner of the 2024 Generative AI Product of the Year Award by global media company TMC

- Published: 2024-10-21
- Modified: 2024-10-21
- URL: https://www.sysaid.com/news/sysaid-copilot-named-a-winner-of-the-2024-generative-ai-product-of-the-year-award
- News categories: Press Releases



---

### SysAid Now Available on AWS Marketplace, Extending Reach and Streamlining IT Procurement for Customers

- Published: 2024-10-07
- Modified: 2024-11-05
- URL: https://www.sysaid.com/news/sysaid-now-available-on-aws-marketplace-extending-reach-and-streamlining-it-procurement-for-customers
- News categories: Press Releases



---

### SysAid is recognized as a Sample Vendor in the Gartner® Hype Cycle™ for IT Management Intelligence, 2024, and Gartner Hype Cycle for ITSM, 2024, in the Operations Assistant Category

- Published: 2024-09-26
- Modified: 2024-09-26
- URL: https://www.sysaid.com/news/sysaid-is-recognized-as-a-sample-vendor-in-the-gartner-hype-cycle-for-it-management-intelligence-2024-and-gartner-hype-cycle-for-itsm-2024-in-the-operations-assistant-category
- News categories: Press Releases



---

### BDO South Africa Transitions to SysAid, Upgrading Its Legacy Enterprise Service Management Platform

- Published: 2024-09-03
- Modified: 2024-09-26
- URL: https://www.sysaid.com/news/bdo-south-africa-transitions-to-sysaid-upgrading-its-legacy-enterprise-service-management-platform
- News categories: Press Releases



---

### SysAid Hits 100+ Customer Milestone for SysAid Copilot and Continues to Release Innovative Features Enhancing it’s Gen-AI Driven IT Service Management Offering

> SysAid announces a significant milestone with over 100 organizations using SysAid Copilot. The latest AI-driven enhancements, including Image Analysis from Chatbot, redefine IT Service Management, streamlining workflows, and boosting efficiency. Discover how SysAid continues to lead in ITSM innovation.

- Published: 2024-08-15
- Modified: 2024-08-15
- URL: https://www.sysaid.com/news/sysaid-hits-100-customer-milestone-for-sysaid-copilot-and-continues-to-release-innovative-features-enhancing-its-gen-ai-driven-it-service-management-offering
- News categories: Press Releases

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---

### TrustRadius Awards SysAid with Prestgious 2024 Tech Cares Award

> The TrustRadius Tech Cares Award is granted annually to a select group of innovative businesses dedicated to excellence in Corporate Social Responsibility (CSR)

- Published: 2024-08-13
- Modified: 2024-08-13
- URL: https://www.sysaid.com/news/trustradius-awards-sysaid-with-prestgious-2024-tech-cares-award
- News categories: Press Releases



---

### From End Users to Agents: SysAid Continues to Innovate and Transform the IT Service Management Experience by Unveiling its AI Chatbot for Agents 

> SysAid redefines IT service management with its AI Chatbot for Admins, offering instant solutions, reduced MTTR, and a more efficient admin experience.

- Published: 2024-04-16
- Modified: 2024-07-21
- URL: https://www.sysaid.com/news/from-end-users-to-agents-sysaid-continues-to-innovate-and-transform-the-it-service-management-experience-by-unveiling-its-ai-chatbot-for-agents
- News categories: Press Releases



---

### SysAid Strengthens Executive Team with Strategic Appointments: Paul Snelson as Senior Vice President of Sales and Nitai Fine as Vice President of Product

> SysAid, announces key executive appointments: Paul Snelson as Senior Vice President of Sales and Nitai Fine as Vice President of Product.

- Published: 2024-03-28
- Modified: 2024-07-21
- URL: https://www.sysaid.com/news/sysaid-strengthens-executive-team-with-strategic-appointments-paul-snelson-as-senior-vice-president-of-sales-and-nitai-fine-as-vice-president-of-product
- News categories: Press Releases



---

### SysAid expands its global footprint, announcing a new strategic partnership with BDO in South Africa, bringing Generative AI-Powered ITSM to new regions

> SysAid partners with BDO in South Africa to bring cutting-edge AI for ITSM, delivering unparalleled value to organizations of all sizes in the region.

- Published: 2024-03-14
- Modified: 2024-07-21
- URL: https://www.sysaid.com/news/sysaid-continues-to-expand-its-global-footprint-announcing-a-new-strategic-partnership-with-bdo-in-south-africa-bringing-generative-ai-powered-it-service-management-to-new-regions
- News categories: Press Releases



---

### SysAid Copilot, Enhanced with Gen- AI Powered Features, Gains Unparalleled Momentum, with Dozens of Deals Signed

> Discover the transformative power of SysAid Copilot, the next-gen solution revolutionizing IT teams' efficiency and organizational productivity.

- Published: 2024-03-14
- Modified: 2024-07-21
- URL: https://www.sysaid.com/news/sysaid-copilot-enhanced-with-new-generative-ai-powered-features-fuels-unparalleled-business-momentum-with-dozens-of-signed-deals
- News categories: Press Releases



---

### SysAid expands globally with Hatchit Studios, bringing AI-powered ITSM to Australia & New Zealand

> SysAid partners with Hatchit Studios to introduce SysAid Copilot, its advanced generative AI solution, to the ANZ market.

- Published: 2024-02-06
- Modified: 2024-05-27
- URL: https://www.sysaid.com/news/sysaid-continues-to-expand-its-global-footprint-through-a-new-strategic-partnership-with-hatchit-studios-introducing-generative-ai-powered-it-service-management-to-the-australian-and-new-zealand-mark
- News categories: Press Releases



---

### New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management  

> New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management - SysAid

- Published: 2024-01-11
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/new-sysaid-copilot-counters-ineffective-chatbot-deployments-with-next-gen-generative-ai-powered-it-service-management
- News categories: Press Releases



---

### Consist and SysAid announce a new partnership bringing the power of advanced Generative AI-based IT Service Management to the DACH region

> Consist and SysAid announce a new partnership bringing the power of advanced Generative AI-based IT Service Management to the DACH region - SysAid

- Published: 2023-10-09
- Modified: 2024-05-27
- URL: https://www.sysaid.com/news/consist-and-sysaid-announce-a-new-partnership-bringing-the-power-of-advanced-generative-ai-based-it-service-management-to-the-dach-region
- News categories: Press Releases



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### TrustRadius Honors SysAid with Coveted 2023 Tech Cares Award

> SysAid receives the prestigious 2023 Tech Cares Award from TrustRadius. Learn more about this recognition!

- Published: 2023-08-09
- Modified: 2024-04-18
- URL: https://www.sysaid.com/news/trustradius-honors-sysaid-with-coveted-2023-tech-cares-award
- News categories: Press Releases



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### SysAid Recognized by SIIA as Best IT Management Solution

> SysAid awarded Best IT Management Solution by SIIA - Learn more about SysAid's recognition here.

- Published: 2023-06-29
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-recognized-by-siia-as-best-it-management-solution
- News categories: Press Releases



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### SysAid Recognized in Enterprise Service Management Landscape, Q2 Report

> Technology leaders with an understanding of the value, expect from an ESM vendor, learn how vendors differ, and investigate options based on market focus.

- Published: 2023-06-22
- Modified: 2024-05-22
- URL: https://www.sysaid.com/news/sysaid-recognized-in-enterprise-service-management-landscape-q2-report
- News categories: Press Releases



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### SysAid appoints Avi Kedmi as new Chief Executive Officer

> SysAid, a leading provider of IT service automation, announced today that Avi Kedmi has been named as its new Chief Executive Officer.

- Published: 2023-04-24
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-appoints-avi-kedmi-as-new-chief-executive-officer
- News categories: Press Releases



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### SysAid is recognized as a 2023 Gartner Peer Insights™ Customers’ Choice for IT Service Management Platforms for Midsize Enterprise

> SysAid is recognized as a 2023 Gartner Peer Insights™ Customers’ Choice for IT Service Management Platforms for Midsize Enterprise - SysAid

- Published: 2023-04-02
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-is-recognized-as-a-2023-gartner-peer-insights-customers-choice-for-it-service-management-platforms-for-midsize-enterprise
- News categories: Press Releases

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### SysAid Is Again Recognized in Gartner’s Magic Quadrant for IT Service Management Tools

> SysAid Is Again Recognized in Gartner’s Magic Quadrant for IT Service Management Tools - SysAid

- Published: 2022-11-08
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-is-again-recognized-in-gartners-magic-quadrant-for-it-service-management-tools
- News categories: Press Releases



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### SysAid Joins AWS ISV Accelerate Program

> SysAid Launches SysAid for Teams, a conversational chatbot in Microsoft Teams to improve employees’ experience, anywhere.

- Published: 2022-10-19
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-joins-aws-isv-accelerate-program
- News categories: Press Releases



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### SysAid Joins AWS ISV Workload Migration Program

> Streamline Your Cloud Operations with SysAid & AWS! This integration is a unified platform for managing IT services and resources in the AWS cloud.

- Published: 2022-05-24
- Modified: 2024-07-21
- URL: https://www.sysaid.com/news/sysaid-joins-aws-isv-workload-migration-program
- News categories: Move to cloud, Press Releases



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### SysAid and Oomnitza Partner to Provide Customers with Insights and Management Across Enterprise Technology and Services

> Stay informed on the 2022 State of Service Management with SysAid. Gain insights and trends in service management practices.

- Published: 2022-04-20
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-and-oomnitza-partner-to-provide-customers-with-insights-and-management-across-enterprise-technology-and-services
- News categories: Press Releases



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### SysAid is recognized as a 2022 Gartner® Peer Insights™ Customers’ Choice for IT Service Management Tools

> Discover why Employee Experience is a top ITSM priority for 2022 in the latest SysAid report.

- Published: 2022-04-04
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-is-recognized-as-a-2022-gartner-peer-insights-customers-choice-for-it-service-management-tools
- News categories: Press Releases



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### SysAid Report Finds Improving the Employee Experience as a Top ITSM Priority in 2022

> Employee Experience named as a Top ITSM Priority in 2022 in SysAid report

- Published: 2022-03-30
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-report-finds-improving-the-employee-experience-as-a-top-itsm-priority-in-2022
- News categories: Press Releases



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### SysAid Is Recognized in Gartner’s Magic Quadrant for IT Service Management Tools

> SysAid forms strategic partnerships to address the rising need for ITIL-compliant service automation solutions, empowering IT professionals.

- Published: 2021-08-31
- Modified: 2024-05-16
- URL: https://www.sysaid.com/news/sysaid-is-recognized-in-gartners-magic-quadrant-for-it-service-management-tools
- News categories: Press Releases



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### SysAid expands its global footprint by partnering with leading software resellers, bringing the digital workspace to companies of all sizes

> SysAid expands its global reach by partnering with leading software resellers, bringing digital workspace solutions to companies worldwide.

- Published: 2021-06-03
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-expands-its-global-footprint-by-partnering-with-leading-software-resellers-bringing-the-digital-workspace-to-companies-of-all-sizes
- News categories: Press Releases



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### Service automation takes over as top priority in 2021 for IT organizations, according to SysAid customer survey

> Of the 1,011 customers who participated in SysAid’s survey, 56% ranked the use of automation to improve productivity as their number one goal for the year

- Published: 2021-04-12
- Modified: 2021-07-27
- URL: https://www.sysaid.com/news/service-automation-takes-over-as-top-priority-in-2021-for-it-organizations-according-to-sysaid-customer-survey
- News categories: Press Releases



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### SysAid Named Best Ticketing Software Company of 2021 by Digital.com

> The platform was highlighted among the most reliable systems for tracking and resolving customer requests

- Published: 2021-01-06
- Modified: 2022-05-17
- URL: https://www.sysaid.com/news/sysaid-named-best-ticketing-software-company-of-2021-by-digital-com
- News categories: Press Releases



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### SysAid Earns the 2020 Tech Cares Award From TrustRadius

> SysAid Wins 2020 Tech Cares Award: Recognized for exceptional customer support by TrustRadius.

- Published: 2020-09-23
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-earns-the-2020-tech-cares-award-from-trustradius
- News categories: Press Releases



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### SysAid Launches Worksafe App to Reduce COVID-19 Self-Reporting Burdens and Compliance Risk as Employees Return to Work

> Learn how SysAid's Worksafe app simplifies COVID-19 self-reporting for returning employees, reducing compliance risk and administrative burdens.

- Published: 2020-06-02
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-launches-worksafe-app-to-reduce-covid-19-self-reporting-burdens-and-compliance-risk-as-employees-return-to-work
- News categories: Press Releases



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### SysAid Wins SIIA Award for Best IT Management Solution

> As employees start to return to offices, stores, and factories, SysAid’s free Worksafe app simplifies employees’ daily self-reporting requirements.

- Published: 2020-05-21
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-wins-siia-award-for-best-it-management-solution
- News categories: Press Releases



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### SysAid Unveils Workflow Designer, the Easiest Way to Create, Share, and Optimize Digital Processes

> SysAid Unveils Workflow Designer: Easiest way to create, share, and optimize digital processes.

- Published: 2020-03-31
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-unveils-workflow-designer-the-easiest-way-to-create-share-and-optimize-digital-processes
- News categories: Press Releases



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### SysAid Launches Refreshed UI Designed to Accelerate Ticket Resolution

> Simplify employee health checks & ensure compliance. Free Worksafe app by SysAid flags risks & locks accounts

- Published: 2020-03-19
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-launches-refreshed-ui-designed-to-accelerate-ticket-resolution
- News categories: Press Releases



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### SysAid Launches Partner Program to Meet Demand for a Comprehensive, Mid-Market ITSM Solution

> SysAid Launches Partner Program: Providing comprehensive ITSM solutions for the mid-market.

- Published: 2020-02-25
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-launches-partner-program-to-meet-demand-for-a-comprehensive-mid-market-itsm-solution
- News categories: Press Releases



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### Housing 21 and SysAid Win HDI Award for Advancing Elderly Care Across the UK

> Housing 21 wins HDI award for smoother IT changes! See how SysAid helped them improve service delivery.

- Published: 2019-11-21
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/housing-21-and-sysaid-win-hdi-award-for-advancing-elderly-care-across-the-uk
- News categories: Press Releases



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### SysAid Ranks #1 in G2 Momentum Grid® for Service Desk

> SysAid Ranks #1 in G2 Momentum Grid: Leading the way in service desk software user satisfaction

- Published: 2019-08-06
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-ranks-1-in-g2-momentum-grid-for-service-desk
- News categories: Press Releases



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### SysAid Unveils Automate Joe, Built-in Service Orchestration for ITSM

> Automate repetitive IT tasks! SysAid Automate Joe simplifies service delivery across your IT infrastructure

- Published: 2019-06-26
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-unveils-automate-joe-built-in-service-orchestration-for-itsm
- News categories: Press Releases



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### SysAid Wins Gold Medal in IT Service Management from Info-Tech

> SysAid placed at the top of the ITSM pack with 100% of reviewers planning to renew their service

- Published: 2019-05-14
- Modified: 2022-01-27
- URL: https://www.sysaid.com/news/sysaid-wins-gold-medal-in-it-service-management-from-info-tech
- News categories: Press Releases



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### SysAid Survey Reveals a Strong Correlation Between Appreciation and Wellbeing in ITSM Organizations

> Show you care, boost IT wellness! SysAid survey finds appreciation key to employee wellbeing.

- Published: 2019-03-25
- Modified: 2024-06-05
- URL: https://www.sysaid.com/news/sysaid-survey-reveals-a-strong-correlation-between-appreciation-and-wellbeing-in-itsm-organizations
- News categories: Press Releases



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### SysAid announces $30 million investment to deepen its commitment to improving productivity of IT and operations in mid-market organizations

> The investment by leading tech growth fund IGP will accelerate SysAid's growth in the ITSM market and beyond

- Published: 2018-11-20
- Modified: 2022-03-13
- URL: https://www.sysaid.com/news/sysaid-announces-30-million-investment-to-deepen-its-commitment-to-improving-productivity-of-it-and-operations-in-mid-market-organizations
- News categories: Press Releases



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### SysAid Service Desk Ranks in Top 5 for Implementation and Ease-of-Use on G2 Crowd

> G2 Recognizes SysAid as a Leader in Service Desk Solutions! Get the award-winning IT service management you deserve.

- Published: 2018-07-18
- Modified: 2024-05-26
- URL: https://www.sysaid.com/news/sysaid-service-desk-ranks-in-top-5-for-implementation-and-ease-of-use-on-g2-crowd
- News categories: Press Releases



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### SysAid Recognized as a Leader in the Israel Tech Scene by G2 Crowd

> Strong user ratings place SysAid among the top five B2B tech companies in Israel

- Published: 2018-01-11
- Modified: 2022-05-12
- URL: https://www.sysaid.com/news/sysaid-recognized-as-a-leader-in-the-israel-tech-scene-by-g2-crowd
- News categories: Press Releases



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