SysAid 是基於網路IT組織軟體，自動化的操作流程、硬碟配置、資產管理、軟體認證、任務、項目等等。透過自動化掃描和檢測網路，SysAid 提供每台網路電腦的細部資訊(硬體、軟體和歷史清單)，同時提供遠端遙控的功能。它具備技術支援功能，可以讓終端使用者利用表格提出要求（錯誤報告或是請求支援）。紀錄技術支援活動次數的計數器、表單介面重新設計功能（增加、移除、移動欄位）、定義新欄位和圖示以及其他新功能。
- 自動化處理客服電話 ，以減少客戶反應的時間和提高服務品質
More automation, less repetition
Routing rules can now be set according to the Main CI, and Location.
Grow, scale, measure, repeat
Admins can now set workflow notifications to create requests, changes, or problems, not just incidents.
Digital inventory made easy
Admins can map CI Relationships in bulk via a CSV file.
360-degree service management
The following updates have been made to the Jira add-on:
- Admins can map additional fields from SysAid to Jira.
- The contents of the Jira Comments field are displayed in a more clear and easy-to-read format
Digital inventory made easy
SysAid can automatically assign assets to owners based on the asset's history.
Work your way:
Set up group permissions for Dashboard Views, to ensure that various groups have access to the most relevant dashboards for them. This provides a more customized experience for all SysAid admins.
Simple, one-touch customer experience:
Increased the efficiency of managing groups in SysAid by adding new LDAP Integration options for syncing groups between SysAid and the active directory.
SysAid Help Desk
SysAid Help Desk offers all the essentials in one place including: a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, industry benchmarking, and more.
- Ticket Management
Ticket Management automates your help process from beginning to resolution, and keeps track of user’s history, activities, asset changes, and status updates.
- ITIL Package
Built according to ITIL best-practice methodology, the SysAid ITIL certified package includes: Incident, Change, Problem, and Request Management to implement successful organizational change.
Customize SysAid to meet virtually any need or requirement, integrate with third-party apps, write custom scripts, add form validation rules, and more.
- Knowledge Base
Create a database of knowledge, tips, and how-to solutions for both administrators and end-users. Admins can share solutions to IT problems with each other as well as provide end users with 24/7 access to an FAQ.
- Self-Service Portal
The place users can perform all interactions with IT such as: submit service records, view IT announcements, chat with IT, and perform self-service tasks like Password Reset.
Automate all your help desk processes, such as Routing Rules, Priorities, and Dynamic Forms, so you can handle issues and incidents as efficiently as possible.
SysAid ITSM includes everything you need for effective IT service management (ITSM) in a single ITIL-aligned ITSM solution. SysAid ITSM includes a powerful incident and service request management module, plus other core ITIL capabilities such as problem management and change management. Beyond these, there is also network discovery and IT asset management including mobile device management, and the modern-day IT support must-haves such as an end-user self-service portal, automated password reset, mobile apps, chat, IT industry benchmarking, and advanced workflow and automation features.
- Incident Management
SysAid ITSM’s ITIL-aligned incident management software and its capabilities will help you to log, process, manage, and report on the IT issues that adversely affect your end users, IT services, and business services ﹘ where ITIL is the IT service management (ITSM) best practice framework formerly known as the IT Infrastructure Library.
Keep track of the IT assets in your IT infrastructure, their attributes, and their relationships to other assets and IT services.
- Service Level Management Based on ITIL Best Practice
SysAid ITSM’s ITIL-aligned service level management software and its capabilities will help you to identify service requirements, agree and sign off new service level agreements (SLAs), and to monitor and report upon service levels ﹘ where ITIL is the IT service management (ITSM) best practice framework formerly known as the IT Infrastructure Library.
SysAid IT Asset Management
Gain full control over your assets. Track your hardware, software, and mobile assets and see your asset inventory in a single view. Increase security with essentials like mobile device management and servers/networking monitoring. Resolve user problems from anywhere with integrated remote control capabilities.
- IT Inventory Management
Track your IT assets and understand more about them. View the software installed on each asset and details of the hardware components within it, e.g. CPU, RAM, and HDD, via SysAid’s IT inventory management software. Any hardware or software changes made to networked inventory items are also automatically added to the asset activity log. This automatically created log allows you to keep track of changes and helps support staff in the incident management process.
- Asset Service History
With SysAid's asset management software, view a complete list of the tickets associated with any given asset – both active and resolved tickets. This will help you to identify recurring issues related to the asset or asset groups and then, where appropriate, create associated problem records through the SysAid Help Desk.
The core IT asset management software capabilities are complemented by other SysAid modules such as SysAid CMDB, SysAid MDM (mobile device management), SysAid Monitoring, SysAid Remote Control, and SysAid Patch Management.
SysAid IT Analytics
Always see the bigger picture. SysAid’s Analytics gives IT admins the powerful essentials they need to gain insight and improve performance. Get detailed reports about your service desk with analytics that are clear and useful, and customize reports to pinpoint data for your more unique needs.
- Manager Dashboard
View real-time graphs of your helpdesk's activities and performance through a collection of various charts. It is possible to generate and schedule built-in reports or customize your own reports.
- IT Benchmark
Compare data of your IT performance with previous periods to evaluate performance and identify trends. Gain a global perspective of your IT performance by comparing it with thousands of IT departments worldwide.
Create Service Level Agreements (SLAs) for the quality and speed of service that your IT team is expected to provide. Define routing rules, priorities, due dates, escalation rules, and more for each SLA.
Generate detailed reports on your help desk activity, service quality, assets, tasks, projects and more to analyze your inventory and performance.
- Admin Portal
The Admin Portal gives administrators an overview of the state of affairs in the SysAid Service Desk, such as which administrators are logged on, how many active service records there are, and more.
SysAid Tools - SysAid Remote Desktop
SysAid Remote Desktop (known by end users as My Desktop) provides all employees, not just IT, with secure remote access to their PCs from any device with an Internet or Intranet connection.
Use time-saving and powerful tools to help you manage projects, stay organized, and reduce tickets. With Live Chat, Mobile Apps, and Password Reset, SysAid’s tools open communication channels, offer self-service options, and save time for admins on-the-go.
- Projects and Tasks
Manage your projects and corresponding tasks, view progress in charts, and see the relationships between projects, tasks, assigned administrators/groups, and other entities.
- Live Chat
Communicate with your end users through a live chat, and access the information you need to resolve a service request from within a chat conversation. End users can initiate chats from the Self-Service Portal or via an external website.
- SysAid Remote Desktop
Enable your end users to remotely connect to their desktops from anywhere—in the office, from home, or on the go—from any device with an Internet connection, including mobile devices.
- System and Integration
SysAid can be integrated with several different components of your network, such as LDAP Integration and email integration, to more effectively manage your company's IT environment.
- Password Reset
Allows end users to securely reset their passwords and unlock their accounts without intervention from your IT staff, greatly reducing the number of service requests submitted by end users.
Stay organized with a calendar that's completely integrated with the rest of SysAid. All service requests, due dates, and activities as well as software support expiration dates are automatically added to your calendar.
- Mobile Apps
Manage your help desk on-the-go with SysAid Mobile Apps, available on all major mobile platforms.
|Processor(s)||2.0 GHz||Quad-Core Xeon or equivalent|
|Memory||4 GB||8 GB|
|Free disk space||16 GB||32 GB|
|Operating system (x64)||Windows Server 2008 R2*||Windows Server 2012|
|Database***||MS SQL Server 2014 Express****||MS SQL Server 2014|
|MySQL 5.7 and above|
|Oracle 10.4 and above*****|
* Windows 10, Windows 8, and Windows 7 SP1 can be used for test environments.
- .NET Framework 3.5 SP1 or higher is required.
** When the SysAid server is installed on a Linux server, the SysAid RDS is required for agent deployments.
SysAid supports the following OS versions:
- Centos - 7
- Debian - 8 jessie, 7.7 wheezy, 9 stretch, buster 10
- Ubuntu - Xenial 16.4, Zesty 17.04, Trusty 14.4
*** For production environment it is recommended to use a separate machine for the database.
**** MS SQL Express requires an additional 1 GB of RAM, if running on the same machine, and can contain up to 10 GB of data (expected DB growth - dependant on number of assets and modules used, approx. 2-5 GBs per year).
***** Oracle is not supported by Linux installations.
Browser - Client Requirements:
|Administrator||Internet Explorer 11 and above, Microsoft Edge, Chrome, Firefox, Safari*|
|End-User Portal||Internet Explorer 9** and above, Microsoft Edge, Chrome, Firefox, Safari*|
|Self-Service Portal||Internet Explorer 11 and above, Microsoft Edge, Chrome, Firefox, Safari*|
* Basic functionality has been tested.
** The End-User Portal has been tested on Internet Explorer 9 & 10 - we recommend using IE 11 and above.
SysAid Agent - Client Requirements:
|Free disk space||50MB*|
|Operating System (x64, x86)||Windows**: 10, 8, 7, Vista, Server 2016, 2012, 2008|
|Mac OS X 10.11 and above|
|Unix, IBM's AIX, FreeBSD, Solaris,
* To enable Patch Management capabilities, an additional 1.5 GB is required.
** .NET Framework 3.5 or above is required.
*** For inventory feature only.
**** Through a third-party tool; please contact our support team for more information.