SysAid Help Desk 8.1

SysAid Help Desk Software is a dynamic and highly intuitive software solution for small to medium-sized organizations. SysAid Help Desk provides extensive Helpdesk, Asset Management, Monitoring, Reports and Analysis, Live Chat, IT Benchmarking, Calendar and Knowledgebase applications in a simple yet attractive and easy-to-use package. SysAid Help Desk comes with standardized templates to help you get started right away and fully customizable options to meet your day-to-day IT needs. SysAid manages system vitals by automatically scanning, listing and monitoring your organization’s network (SNMP devices, hardware, software and change history) and raising early warning alerts (email, SMS). End-users submit Helpdesk service requests via SysAid’s intuitive End User Portal, while the SysAid Helpdesk enables you to predefine and apply automatic priority, escalation, re-routing and notification rules (email, SMS, service requests). Support your users anywhere around the world, via SysAid Remote Control. Additional ITIL Package (CDMB, Change Management and Problem Management), SLA/SLM, Task and Project, and Manager Dashboard modules are also available. SysAid also features an active online Community Forum, regular training programs, and is deployed in over 55,000 organizations in 120 countries around the world. Help Desk: · Automate the handling of service requests to work faster and more efficiently. You can rely on automatic routing rules, escalation, and priorities to ensure that every service request receives proper attention. Asset Management: · Track your hardware and software to maintain a detailed and up-to-date inventory. All networked hardware and software is automatically detected, and detailed notifications keep you informed at all times. Remote Control: · Remote machine access from anywhere, with zero configurations, from within a service request, asset, or chat conversation. All sessions are performed via a secure web connection. End-User Web Portal: · End users can log in to an intuitive web portal to submit service requests, access their service history, find solutions in the Knowledge Base, and track the status of their service requests. Knowledge Base: · Both end users and administrators can find solutions in a database of common service requests and their resolutions. Reports and Analysis: · Pull detailed reports about your assets, help desk workload, satisfaction levels, and service quality to analyze your inventory and performance. Manager IT Dashboard: · View real-time graphs and charts on your IT department’s activities: help desk, service quality, inventory, project progress, and more. Run reports to monitor your performance. Monitoring: · Monitor the vital parameters of your network, system services and processes, incoming and outgoing data rates, SNMP traps, and more. Get instant SMS, email, or service request notifications when action is needed. Password Services: · Dramatically reduce help desk calls with SysAid’s Password Services solution. Allowing your end users to securely reset their passwords and unlock their accounts without intervention from the IT staff will raise the production of your admins and end users alike. Online Chat: · Communicate with your end users though a live chat tool that’s fully integrated with your help desk and asset management tools. Calendar and Scheduling: · Stay on top of your IT assignments and deadlines in one place. It’s integrated with the rest of SysAid so information you add elsewhere is automatically added to your calendar, too. Tasks & Projects: · Manage your projects and corresponding tasks, and view their progress in intuitive Gantt charts, to ensure that all tasks are completed on schedule. SLA Management: · Create SLAs regarding the speed and quality of service your IT team is expected to provide and get an immediate visual snapshot of how you’re meeting your SLAs inn a graphical dashboard view. ITIL CMDB: · Build a database of all components in your IT environment and easily track the relationships between them to predict the business impact of any change you make. ITIL Change Management: · Plan all change requests, perform risk assessments, predict the business impact of changes, and ensure that all changes go through a chain-of-approval process before execution. ITIL Problem Management: · Identify, analyze, and track root problems to prevent future recurrence of incidents. Group service requests into wider problem themes to assist in troubleshooting. API and Advanced Customization: · Customize SysAid to meet virtually any need or requirement. Integrate SysAid with third-party applications, write custom scripts, add your own validation rules, and more…the possibilities are limitless! IT Performance Benchmark: · Your IT data is automatically converted into statistics and ratios to help you compare your current performance with the past, and even with thousands of other IT departments worldwide.