SysAid – Tailored for MSPs
An IT Service Management (ITSM) Solution Designed Specifically for Managed Service Providers
SysAid MSP provides managed service providers with an affordable IT service management (ITSM) solution created to meet their multi-customer-based service delivery and support requirements. SysAid MSP includes all the essential help desk, service desk, and ITSM capabilities, with an unlimited end-user base and flexible licensing that allows MSPs to extend their solution as their business grows. Numerous clients can be managed as separate entities using the multi-company functionality, with reports, end-user forms, client portals and more – all customizable for each of your clients.
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Features and Benefits
- Multi-company and multi-language capabilities
- An unlimited end-user base
- Manage assets, mobile devices, and performance – across different clients and contracts – from one place
- Customize reports, routing rules, client portals, and forms to suit different clients
- Remote control to client environments to provide immediate support
- Use SysAid’s mobile apps to provide service on the go – anytime, anywhere support
- Use service level management to provide first-rate service to customers based on their specific needs
SysAid MSP is suitable for:
- Companies that provide services and support for a number of external clients – and not just IT service providers
- Large enterprises that need to provide service and support for a number of related companies or internal business units, and require scalability for an increasing number of end users and assets
- MSPs that want an all-in-one IT management solution to deliver IT services and support to multiple clients across multiple sites and even multiple geographies
SysAid MSP offers everything that you would expect and more from an IT help desk, service desk, or ITSM solution:
Multi-Company Support
Easily manage numerous clients as separate entities using SysAid’s multi-company functionality. Customize reports, end-user forms, the client portal, and more for each of your clients.
Multi-Language Support
SysAid's admin interface is available in 10 languages and the Self-Service Portal interface is available 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.
Incident Management
Log, process, manage, and report on the IT issues that adversely affect your clients.
Request Fulfillment
Create tailor-made request processes for each type of service you offer, giving you the ability to fulfill client requests more quickly.
Problem Management
Systemize the workflow processes, using templates, needed for dealing with IT problems, facilitating cooperation and collaboration across multiple teams.
Change Management
SysAid offers pre-configured ITIL best-practice templates as well as the ability to create your own change process templates. This includes multi-level risk assessment and authorization.
Service Level Management
Create and manage service level agreements (SLAs) for the quality and speed of service that your clients expect.
CMDB
Keep track of the assets/configuration items in your clients’ IT infrastructures, their attributes, and their relationships to others assets and services.
Email to Ticket
Incidents can be submitted via email to one or multiple dedicated email addresses. Inbound email accounts are monitored by SysAid, with new messages automatically converted to tickets (including the attachments).
Automation
Incoming tickets can be automatically categorized, prioritized, and assigned to the most appropriate person or resolution group. Also benefit from automatic escalation rules.
Customizable Survey
Collect feedback from clients, to measure client satisfaction, by automatically sending customized survey questions on incident or service request closure.
Remote Control Directly from the Ticket
Remote control is fully integrated throughout SysAid and is available from within: incident and service request records, asset records, and chat sessions.
Self-Service Portal (Client Portal)
Let clients submit incidents and request services, view IT announcements, chat with support people, consult the Knowledge Base for self-help, and reset domain passwords or unlock accounts.
F11 Hotkey for Submitting Service Records
The F11 command captures a screenshot and opens a web browser directly to the ticket submission form, with both client and asset information automatically recorded.
Knowledge Base
A repository of tips and how-to solutions for both technicians and clients.
Live Chat
Provide technicians and clients with a real-time chat communication channel to quickly address issues or help requests as they arise.
Mobile Apps
Manage help desk/service desk and other ITSM activities, and view and action asset information, while on the move.
Additional Modules:
Manager Dashboard
This is a management platform that gives you visibility into your help desk, ITSM (including service level management), asset management, monitoring, and project KPIs.
Password Services
SysAid's Self-Service Password Reset (SSPR) module lets clients securely reset their passwords, and unlock accounts, by themselves without the need for IT personnel assistance.
Tasks & Projects
Create projects and schedule and assign the specific tasks to users with deadlines for completion.
Asset Inventory
Provide a complete record of all computers, software, and other devices on your clients’ networks, including their attributes. Asset management is integrated with the Help Desk and other SysAid modules.
Hardware and Software Detection
View the software installed on each client 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 logged automatically.
Asset Service History
View a complete list of all tickets associated with any given client asset – both active and resolved tickets. Identify recurring issues related to the asset or asset groups.
Software License Management
Track the number of installs for each software product by client. Log how many licenses each client has purchased (for each software product) and create notifications/alerts for non-compliant states.
Network Discovery
Quickly discover your clients’ networks and deploy the SysAid Agent to computers running Windows, Linux, Mac, and Unix.
Agentless Network Discovery
Agentless network discovery, using the WMI and SNMP protocols, with a full hardware and software inventory for each discovered device.
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
Offer remote assistance to clients. Remote Control is fully integrated throughout SysAid and is available from within: incident and service request records, asset records, and chat sessions.
SysAid MDM (Mobile Device Management)
Greater control over, and easier management of, the mobile devices used by your clients.
Additional Modules:
Monitoring (Servers & Network Monitoring)
SysAid Monitoring provides you with alerts and notifications to help you proactively monitor and manage your clients’ 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.
How Are SysAid MSP Customers Supported?
At SysAid we're committed to providing exceptional customer service – there's no type of request too large or too small that we won't handle. Whatever support you need, we're here to help. SysAid support can be accessed via:
- Telephone
- Chat
- Submitting a ticket
Where Is SysAid Cloud for MSP Hosted?
SysAid Cloud for MSP is hosted in third-party, state-of-the-art data centers across three different regions:
USA
US-AWS is hosted on three availability zones in Virginia with Amazon Web Services; US-P1 is hosted in Atlanta, Georgia with Peer 1 Hosting
Europe
EU-AWS is hosted on three availability zones in Ireland with Amazon Web Services
Asia Pacific
AU-AWS is hosted on two availability zones in Sydney with Amazon Web Services
How Does SysAid MSP Cloud Differ from SysAid MSP On-Premise?
With SysAid On-Premise, you install the SysAid software on your servers and are responsible for managing both the servers and the software, including upgrades.
With SysAid Cloud, the SysAid software is hosted by SysAid, so there’s zero processing power required at your end – just log in and get to work. You do not have to upgrade the SysAid software or monitor your SysAid servers because it is all done for you by SysAid, leaving you more time for your core IT tasks.
About SysAid
SysAid was founded in 2002, by Israel Lifshitz, with a vision to make the lives of IT professionals around the world easier, and to make their IT environments and IT service delivery better.
We have always and will continue to provide affordable, innovative, and intuitive ITSM software aligned with industry best practices, to help our customers through automated business processes. Our customers’ success is our success and we continue to grow as our customers grow, inspired by their evolving needs in constantly changing business and IT landscapes.
With SysAid On-Premise, you install the SysAid software on your servers and are responsible for managing both the servers and the software, including upgrades.
With SysAid Cloud, the SysAid software is hosted by SysAid, so there’s zero processing power required at your end – just log in and get to work. You do not have to upgrade the SysAid software or monitor your SysAid servers because it is all done for you by SysAid, leaving you more time for your core IT tasks.
About SysAid
SysAid was founded in 2002, by Israel Lifshitz, with a vision to make the lives of IT professionals around the world easier, and to make their IT environments and IT service delivery better.
We have always and will continue to provide affordable, innovative, and intuitive ITSM software aligned with industry best practices, to help our customers through automated business processes. Our customers’ success is our success and we continue to grow as our customers grow, inspired by their evolving needs in constantly changing business and IT landscapes.