SysAid Help Desk and Asset Management 6.0

SysAid Help Desk and Asset Management 6.0 is a set of web-based IT software tools designed for automating your processes for help desk, hardware configurations, asset monitoring, software licenses, tasks, projects, etc.

By automatically scanning and testing your network, SysAid provides you with the necessary details about each machine and lets you control each one remotely. Help Desk Software centralizes your user data, service request history, hardware and software inventory into a single, easily accessible, user-friendly web interface.

SysAid will help you:

• Automate handling of service calls to reduce response time and improve service
• Lower down-time by usingmore efficient system management
• Improve efficiency of hardware and software inventory management
• Use integrated remote control capability to solve your users' IT issues quickly and securely
• Measure IT performance with detailed reports and real time dashboard

Major Benifits:

1. All-in-One Solution. SysAid combines helpdesk, remote control, asset management and monitoring, and IT activity analysis tools into one simple, accessible solution.
2. Faster Response Time. With SysAid, IT can respond faster and more efficiently to service requests - even remote requests. This means not only resource savings, but also increased end user satisfaction.
3. Less Down Time. Centralized system support means faster problem solving and less down time.
4. Tighter Asset Control. Automatic reporting of hardware/software changes on all system components means inventory is always updated and assets are always accounted for - with no resource-consuming manual auditing required.
5. The Bigger Picture. On-the-fly reporting capabilities allow IT to supply up-to-date snapshots of activity and assets - from response time to hardware profiles. Data is always on hand and updated for management reports.
6. Increased IT Productivity. SysAid raises IT productivity and overall system availability by reducing time spent on administration maintenance.
7. Low Implementation and Integration Overhead. Web based solution means no costly implementation lag - the system can be up and running within hours. Open standards web service allows for easy XML integration with existing back and front-end systems.
8. Multiple Language Support. SysAid is available in English, French, German, Spanish, Italian, or Hebrew.

Major Features:

1. Installation and Implementation:
   • Fast, painless, automatic installation and configuration implemented using simple wizards
   • Optional web-based solution requires neither installation nor integration
   • Zero technical overhead
   • User accounts automatically retrieved from the network's Active Directory (or other LDAP server)
   • Integration with single sign-on systems and Integrated Windows Authentication
   • Lightweight agent is automatically deployed on machines across the network, allowing:
   • • Submission of service requests
     • Automatic submission of computer inventory changes
     • Remote control
     • Logging of computer events
   • Low system resource usage
   • Accurate and accessible reporting tools displaying IT performance
2. Help Desk Administration:
   • Simple yet inclusive form enables quick submission of service requests to IT department
   • Comprehensive escalation functionalities
   • Intuitive, customizable interface and efficient methodology
   • Service request priority defined by pre-determined rules based on category, urgency and other fields
   • Automatic routing of service requests according to pre-defined parameters and priority
   • Automatic logging of all service requests and corrective actions
   • Customizable help desk interface allows sorting service requests by type, preferences, severity and more
   • Knowledgebase of important service requests
   • Editable list of common problems & solutions that end users can browse
   • Full communication abilities: users can send e-mails, SMS, and instant messages to one another
   • Automatic notifications, via email or SMS, of new, modified and escalated service requests
   • Customizable alert system highlights urgent, unresolved and escalated requests
   • User and administrator groups make it possible to  divide the help desk into logical units
3. Asset Control & Management:
   • Network computers detected automatically; no need to input assets manually
   • Assets' hardware and software automatically are detected and displayed; no need to input asset information manually
   • Hardware and software changes on assets are detected and updated automatically; SysAid keeps an updated picture of the network and its machines
   • All reported changes saved in a permanent "asset record," which contains hardware/software and service history
   • Assets can be located easily using powerful search/listing functions
   • Full and easy remote control of assets
   • Assets interface with the help desk, displaying (and alerting administrators of) service requests associated with them
   • Easy integration with external purchasing and ordering systems via XML
   • Tracking software and supplier catalogues
4. Asset Monitoring:
   • Constant testing for memory usage, hard disk usage, vital OS services and processes,  network services,  software and hardware updates and more.
   • A warning or error notification is sent when something is out-of-order.
   • SysAid can open an automatic service request, notify by e-mail or even send an SMS.
   • A visual representation of all the monitoring tests on daily, monthly, weekly and yearly graphs.
   • Enabled to configure monitoring templates for application to any number of servers or workstations.
   • Remote Control
   • • Anywhere to anywhere access via secure web connection
     • Full IT control of remote computer
     • Communication with remote user via SMS, IM, or email
     • Access to computers and other machines is granted for users working from home or using a remote machine
5. Reports and Analysis:
   • Extensive reporting capabilities to monitor system data and analyze costs
   • Log files keep records of calls, including time spent on each call
   • Large selection of pre-defined reports on service and assets; creation of tailored reports on demand
   • Reports available in various formats, including PDF and Excel spreadsheets
6. Manager Dashboard:
   • An immediate and customizable overview of the state of affairs in your organization is provided by four selected charts on the Dashboard.
   • Automatic scheduling for a wide selection of reports on assets, workflow and service quality
   • Reports can be sent automatically to any number of users, on a monthly, weekly or even a daily basis.
   • Reports can be modified to suit the specific needs of your organization
   • Entirely new reports can be designed and added to the system
7. Task & Project Management:
   • Create, list and manage projects and tasks
   • Track work progress
   • Track resource usage (work force)
   • Efficient time allocation
   • Record of all activities
   • Store relevant documentation
8. SysAid ITIL Problem Management:
   • Based on ITIL best practices
   • Track and manage root problem causes to prevent incident recurrence
   • Group Helpdesk SR incidents into higher level problems and themes
   • Create multiple problem templates to suit any scenario in your environment
   • Access detailed problem descriptions and historical log of all changes
   • Build a knowledgebase of known errors and work-around methods
   • Highly integrated with all SysAid modules for shared accumulated data processes and functionality
   • Minimize incident-related business impact on your business operations
9. SysAid ITIL Change Management:
   • Built on proven ITIL workflow processes including chain of approval
   • Create changes using built-in basic or advanced change templates
   • Customize workflow processes and change templates to suit any change scenario in your organization
   • Perform multi-level risk assessments and authorizations in workflow tabs with a full audit trail
   • Permission-based to ensure that only permitted users view details
   • Set targeted notes, tasks, permissions and automatic notifications for key stakeholders
   • Track, monitor and report on all past and current change activity
   • Highly integrated with all SysAid modules for shared accumulated data processes and functionality
   • Full control over all planned change activities for minimal business exposure and service disruption
10. SysAid ITIL CMDB:
    • Keep track of significant elements in your IT network
    • Holds an unlimited number of CIs of all types
    • Allows more than 250 customizable fields - to fit your exact needs.
    • Helps you predict the influence of changes in your network on future developments and business impacts.
11. Security:
    • All communications safeguarded with "military strength" encryption technology: 128bit SSL, TLSv1.
    • Access to system by username/password only.
    • Access to all machines strictly controlled.
    • All user and service data stored in central, secure database.

WareSeeker Editor