SysAid Technologies
Encyclopedia
SysAid Technologies is a leading global developer and provider of IT Service Management
(ITSM) and Customer Service Support (CSS) software. SysAid’s solutions are used in more than 60,000 organizations worldwide, spanning a broad range of industries and company sizes. The Company also has an active online IT
community, where users can pose questions, make product suggestions and discuss general IT topics.
Between 2008 and 2009, SysAid expanded its client base by 43%. That year the Company also experienced 40% employee growth.
In January 2010, SysAid relocated its corporate headquarters to larger facilities.
In June 2010, SysAid opened its first international office in Sydney
, Australia
. The office is headed by Pierre Uys.
configurations, asset monitoring, software licenses, tasks, and projects. The solution is available in SaaS
or in-house delivery models, and in Free, Pro and Enterprise editions. It is currently available in seven languages.
A notable feature of the software is IT Benchmark, a dynamic measurement tool that SysAid developed that translates the raw data of IT activities into meaningful and useful information. The tool enables administrators to analyze and evaluate their current IT statistics to that of previous data, as well as compare individual statistics with thousands of other IT departments worldwide.
Other features include the end user portal, remote control, IT knowledgebase, ITIL Package, SLA/SLM tools, configuration management database (CMDB
), chat capabilities, and a report building wizard to create customized reports.
SysAid CSS enables customers to submit tickets via multiple channels, including; emails, web forms, phone calls, and the self service portal. It then allows for the advanced management of service requests through priorities, routing, escalation, alerts, and notifications.
, BlackBerry
and Android, allowing professionals to work from the smartphone of their choice to manage IT assets and customer requests.
IT Service Management
IT service management is a discipline for managing information technology systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction...
(ITSM) and Customer Service Support (CSS) software. SysAid’s solutions are used in more than 60,000 organizations worldwide, spanning a broad range of industries and company sizes. The Company also has an active online IT
Information technology
Information technology is the acquisition, processing, storage and dissemination of vocal, pictorial, textual and numerical information by a microelectronics-based combination of computing and telecommunications...
community, where users can pose questions, make product suggestions and discuss general IT topics.
Corporate History
SysAid was founded in 2002 by Israel Lifshitz, with a vision to provide simple, cutting-edge and cost-effective software tools for service excellence. The Company, which originally went by the name Ilient, focused exclusively on helpdesk, until 2008, when it identified a need for simple customer service desk software as well.Between 2008 and 2009, SysAid expanded its client base by 43%. That year the Company also experienced 40% employee growth.
In January 2010, SysAid relocated its corporate headquarters to larger facilities.
In June 2010, SysAid opened its first international office in Sydney
Sydney
Sydney is the most populous city in Australia and the state capital of New South Wales. Sydney is located on Australia's south-east coast of the Tasman Sea. As of June 2010, the greater metropolitan area had an approximate population of 4.6 million people...
, Australia
Australia
Australia , officially the Commonwealth of Australia, is a country in the Southern Hemisphere comprising the mainland of the Australian continent, the island of Tasmania, and numerous smaller islands in the Indian and Pacific Oceans. It is the world's sixth-largest country by total area...
. The office is headed by Pierre Uys.
Products
SysAid's two flagship products are SysAid IT for the internal IT Help Desk and SysAid CSS for the external Customer Service Desk.SysAid IT
SysAid IT is designed to help automate a company’s processes for helpdesk support, including hardwareHardware
Hardware is a general term for equipment such as keys, locks, hinges, latches, handles, wire, chains, plumbing supplies, tools, utensils, cutlery and machine parts. Household hardware is typically sold in hardware stores....
configurations, asset monitoring, software licenses, tasks, and projects. The solution is available in SaaS
Saas
SAAS is an abbreviation for* Social Accountability Accreditation Services* Software as a service * Student Awards Agency for Scotland* Seattle Academy of Arts and Sciences* South Australian Ambulance Service...
or in-house delivery models, and in Free, Pro and Enterprise editions. It is currently available in seven languages.
A notable feature of the software is IT Benchmark, a dynamic measurement tool that SysAid developed that translates the raw data of IT activities into meaningful and useful information. The tool enables administrators to analyze and evaluate their current IT statistics to that of previous data, as well as compare individual statistics with thousands of other IT departments worldwide.
Other features include the end user portal, remote control, IT knowledgebase, ITIL Package, SLA/SLM tools, configuration management database (CMDB
CMDB
A configuration management database is a repository of information related to all the components of an information system. It contains the details of the configuration items in the IT infrastructure. Although repositories similar to CMDBs have been used by IT departments for many years, the term...
), chat capabilities, and a report building wizard to create customized reports.
SysAid CSS
SysAid CSS is an on-demand (SaaS) platform aimed at the customer service departments of small to medium-sized businesses (SMBs). Based on proven service desk methodology, it helps manage the service desk according to best practices. The software features Live Chat capabilities and includes a wide set of CSS functionalities, allowing for greater efficiency at the service desk.SysAid CSS enables customers to submit tickets via multiple channels, including; emails, web forms, phone calls, and the self service portal. It then allows for the advanced management of service requests through priorities, routing, escalation, alerts, and notifications.
SysAid Live Chat
In December 2010, SysAid unveiled a new stand-alone solution, SysAid Live Chat Software, designed to be instantly integrated into existing company websites and allow online visitors to communicate with business representatives in real-time.Milestones
In 2010, SysAid became the first IT vendor to launch a full line of IT Helpdesk mobile applications for iPhoneIPhone
The iPhone is a line of Internet and multimedia-enabled smartphones marketed by Apple Inc. The first iPhone was unveiled by Steve Jobs, then CEO of Apple, on January 9, 2007, and released on June 29, 2007...
, BlackBerry
BlackBerry
BlackBerry is a line of mobile email and smartphone devices developed and designed by Canadian company Research In Motion since 1999.BlackBerry devices are smartphones, designed to function as personal digital assistants, portable media players, internet browsers, gaming devices, and much more...
and Android, allowing professionals to work from the smartphone of their choice to manage IT assets and customer requests.
External links
- SysAid Homepage
- SysAid Introduction Video to Helpdesk Software
- SysAid Introduction Video to ITIL Change Management
- Interview with Saar Bitner, Sales & Marketing Director and Oded Moshe, Product Manager, SysAid – CRM Xchange
- SysAid at Interop Las Vegas 2010 - TMCnet Videos
- SysAid Delivers Integrated Live Chat into Help Desk – Destination CRM, December 10, 2009