SysAid – Tailored for Education
An IT service management (ITSM) solution designed specifically for educational institutions.
Are you tired of trying to customize your service desk to meet the ever-evolving needs of your educational institution? Are you fed up of paying for overly-expensive licenses that you can’t properly utilize because you operate in a different way to other IT organizations? We can help!
With SysAid Education – the only education-tailored solution available in the ITSM market – everything is already ready-made to suit your requirements. Furthermore, with a unique educational license structure in place, SysAid Education offers huge cost-saving benefits for any educational institution.
Discover SysAid Education
Here’s just a few of the educational institutions who are already enjoying the benefits of a tailored ITSM solution:
SysAid Education offers everything that you would expect and more from an IT help desk, service desk, or ITSM solution:
Ticket Management
SysAid’s ticket management capabilities support and help manage IT help desk processes from first contact to resolution or fulfilment.
Incident Management
SysAid’s incident management capabilities will help you to log, process, manage, and report on the issues that adversely affect your end users, and IT and business services.
Request Fulfillment
SysAid’s service request management capabilities help you to better manage requests for service and to improve the service experience. You can create tailor-made request processes for each type of service you offer, giving you the ability to fulfill user requests more quickly.
Problem Management
SysAid’s problem management capabilities allow you to systemize the workflow processes, using templates that are needed for dealing with complex problems that require cooperation and collaboration across multiple teams. Problems can be linked to multiple incidents, with automated communications to affected end users upon problem resolution.
Change Management
SysAid’s change management capabilities will help you to better control and to manage change requests and the change itself. You can use SysAid's pre-configured ITIL best-practice templates as well as creating your own change process templates, including multi-level risk assessment and authorization. Evaluate, monitor, and report on changes throughout the change management process using change management capabilities that are fully integrated with the other SysAid modules.
Service Level Management
Create and manage service level targets (SLTs) and 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, and escalation rules for each service and SLT/SLA, and measure how your help desk/service desk is performing via a real-time graphical dashboard.
CMDB
SysAid’s configuration management database (CMDB) will help you to keep track of the assets/configuration items in your IT infrastructure, their attributes, and their relationships to others assets and services. It will help you to predict the impact of changes and let Level 1 admins use graphical representations of the IT and service environments to understand the business impact of incidents and problems.
Email to Ticket
Incidents can be submitted via email to one or more dedicated email addresses. Inbound email accounts are monitored by SysAid, and the new messages are automatically converted into tickets (including the attachments). Incoming emails related to existing tickets are automatically added to the relevant ticket’s internal messages section.
Automation
Automate your help desk processes such that every incoming ticket is automatically categorized, prioritized, and assigned to the most appropriate person or resolution group within your IT organization. This includes: automatic routing rules, automatic escalation rules, automatic due dates, and automatic prioritization.
Automatic Escalation Rules
SysAid provides a powerful, native, automated escalation and notification mechanism that allows you to set up rules related to tickets (and the associated records) according to a number of criteria. For example, you may wish to escalate a new ticket if it hasn’t been classified and assigned within one hour of receipt, by changing its priority and notifying the relevant manager.
Automatic Routing Rules
SysAid allows you to automatically assign tickets, and the associated records, to the most appropriate support people (or resolution groups) based upon the incident or service request record’s properties, such as classification/category, SLA, organization, and user group.
Customizable Survey
Collect customer feedback from end users, to measure end-user satisfaction, by automatically sending customized survey questions on incident or service request closure. The surveys can be in a single or multiple question format, and you can easily produce valuable user-satisfaction reports from the results.
Remote Control Directly from the Ticket
SysAid’s built-in remote control capabilities allow admins to offer remote assistance to end users – by connecting to their active sessions or to remotely access unattended computers. Remote control is fully integrated throughout SysAid and is available from within: incident and service request records, asset records, and chat sessions.
Configuration and Customization
Easily configure SysAid to meet your exact needs or requirements. Integrate with third-party apps, write custom scripts, add form validation rules, and more.
Customizable Forms (tabs, fields)
Most SysAid forms have many properties (fields), some of which will be useful for one organization but irrelevant to others. Consequently, all SysAid forms (such as service records, users, assets, etc.) are customizable and, for each form, you can: create tabs – as many as you need; decide which fields are visible in each tab; control the order of the fields; mark fields as mandatory or read-only; and set a default value where necessary.
Reports
Generate reports on your help desk/service desk activity and performance, service quality, problem or change management activities, hardware and software inventory, tasks, and projects. You can also configure the reports to present data in your preferred style.
Self-Service Portal (End-User Portal)
The SysAid Self-Service Portal lets end users submit incidents and request services, view IT announcements, chat with IT support people, consult the Knowledge Base for self-help, reset domain passwords or unlock accounts, and more.
F11 Hotkey for Submitting Service Records
End users can easily and swiftly submit tickets by pressing the customizable SysAid Hotkey (F11). This command captures a screenshot and opens their web browser directly to the ticket submission form, with both user and asset information automatically recorded.
Knowledge Base
SysAid Knowledge Base is a repository of tips and how-to solutions for both admins and end users. Admins can share their knowledge with peers, such as solutions to IT issues, and also provide knowledge articles for end-user self-help. The Knowledge Base is integrated within SysAid Help Desk so admins can easily find helpful articles from within a ticket or proactively suggest articles to users at first contact.
Dynamic Timers and Operating Hours
With this feature, you can configure timers to measure the time your tickets spend in various states. Then, SLAs and escalation rules can be set up or modified based on your real-world performance rather than possibly inappropriate industry standards. Some example best-practice, built-in timers included within SysAid are: Time to Respond and Time to Resolve.
Dynamic Forms (Category-Driven Templates)
SysAid allows you to create different forms to match your different types of incidents or service requests. You can associate each incident or service category with a matching form, which is loaded automatically during ticket submission. Admins and end users can also select the desired form from a list.
Customizable Lists (views, filters, columns)
All SysAid lists (such as service records, users, assets, etc.) are customizable, with each customized list saveable as a separate view so that you can easily retrieve and view your data in multiple ways. For each view you can: decide which fields (columns) are visible in the list; control their order; define and use filters; and sort the list by any column.
Live Chat
SysAid Live Chat provides administrators and end users with a real-time chat communication channel to quickly address issues or help requests as they arise.
Calendar
Stay organized with a calendar that's completely integrated with every other SysAid capability.
Mobile Apps
Manage your help desk/service desk and other ITSM activities, and view asset information, on-the-go with SysAid Mobile Apps.
Multi-Language Support
SysAid's administrator interface is available in 10 languages and the Self-Service Portal interface in 42. Using the built-in translate feature you can customize any of the native languages according to your needs, or translate SysAid into a language for which a translation does not yet exist.
Multi-Company Support
With SysAid, you can easily manage numerous clients as separate entities using the multi-company functionality. For each of your clients, you can customize reports, end-user forms, a client portal, and more.
Additional Modules:
Manager Dashboard
The Manager Dashboard is a management platform that gives you visibility into your help desk, ITSM (including service level management), asset management, monitoring, and project KPIs.
Password Service
SysAid's Self-Service Password Reset (SSPR) module lets end users securely reset their passwords, and unlock accounts, themselves without the need for IT personnel assistance.
Tasks & Projects
With SysAid Tasks & Projects, you can create projects and schedule and assign the specific tasks to users with deadlines for completion.
Asset Inventory
SysAid Asset Inventory provides a complete record of all computers, software, and other devices on your network, including their attributes. Plus SysAid Asset Management is integrated with the Help Desk and other modules.
Hardware and Software Detection
Also view the software installed on each asset and details of the hardware components within it, e.g. CPU, RAM, and HDD. Any hardware or software changes made to networked inventory items are added to the asset activity log automatically.
Asset Service History
View a complete list of all tickets associated with any given asset, both active and resolved tickets, which helps you to identify recurring issues related to the asset or asset groups.
Suppliers Catalog
Use the Supplier Catalog to manage contract and business details for each of your suppliers. To ease maintenance and track support details, you can also attach each asset to the appropriate supplier.
Hardware Catalog
SysAid automatically compiles a list of all hardware models found on your network. You will know how many devices of each type you have and you can add supplier, warranty, maintenance, and other relevant information to each catalog model.
Software License Management
Use SysAid Discovery and Inventory to track the number of installs for each software product. Log how many licenses you’ve purchased (for each software product) and create notifications/alerts for where the number of installs exceeds the number of purchased licenses, i.e. your company is in a non-compliant state and financially at risk.
Network Discovery
Quickly discover your network and deploy the SysAid Agent to computers running Windows, Linux, Mac, and Unix. Also discover and enroll iOS and Android devices.
Agentless Network Discovery
SysAid also performs agentless network discovery, using the WMI and SNMP protocols, to obtain a full hardware and software inventory for each discovered device. Discovery tasks are performed using SysAid’s Remote Discovery Service (RDS), which can be installed remotely on any network segments that lie beyond firewalls. Recurring network discovery tasks can be scheduled to ensure that you always have an up-to-date picture of your network.
SysAid Agent
As well as taking a basic hardware and software inventory, the SysAid Agent provides additional asset management capabilities such as monitoring, asset availability, and SysAid Remote Desktop.
Remote Control (1 Channel)
SysAid’s built-in remote control capabilities allow admins to offer remote assistance to end users – by connecting to their active sessions or to remotely access unattended computers. Remote control is fully integrated throughout SysAid and is available from within: incident and service request records, asset records, and chat sessions.
SysAid MDM
SysAid MDM’s (Mobile Device Management) capabilities provide you with greater control over, and easier management of, the mobile devices used within your organization. For instance, SysAid MDM streamlines platform set-up and the device enrollment process.
Additional Modules:
Monitoring (Servers & Network Monitoring)
SysAid Monitoring provides you with alerts and notifications to help you proactively monitor and manage network components, CPU, disk space, memory usage, software and hardware updates, and more.
Patch Management
SysAid Patch Management, integrated into SysAid Asset Management, keeps Windows-based servers and PCs up-to-date with the latest security patches and updates.
SysAid Education for Campus Use
While SysAid was originally created to support IT professionals in the delivery and support of IT services, many customers – especially educational institutions – are using SysAid outside of IT.
Example campus non-IT use cases include, but are not limited to, managing the services of:
How Are SysAid Education Customers Supported?
At SysAid we're committed to providing exceptional customer service - whatever support you need, we're here to help.
SysAid support can be accessed via a number of channels:
While SysAid was originally created to support IT professionals in the delivery and support of IT services, many customers – especially educational institutions – are using SysAid outside of IT.
Example campus non-IT use cases include, but are not limited to, managing the services of:
- The admissions office
- The alumni office
- Faculty services
- Legal
- Libraries
- Medical centers
- Research departments
- Shared services such as facilities, finance, and HR
How Are SysAid Education Customers Supported?
At SysAid we're committed to providing exceptional customer service - whatever support you need, we're here to help.
SysAid support can be accessed via a number of channels:
- Call us
- Submit a ticket
- Email us
- Start a chat session