Helpdesk Solutions Australia

This page contains more advanced details and screenshots of the SysAid IT Helpdesk and Customer Service Software provided by Helpdesk Solutions Australia. You may also choose to test drive SysAid with an online demo or Download a free Edition of SysAid to see the product for yourself.

Installation and Implementation:

Fast, painless, automatic installation and configuration implemented using simple wizards.
Optional web-based solution requires neither installation nor integration.
Zero technical overhead.
User accounts automatically retrieved from the network's Active Directory (or other LDAP server).
Integration with single sign-on systems and Integrated Windows Authentication.
Low system resource usage.
Accurate and accessible reporting tools displaying IT performance.
Lightweight agent is automatically deployed on machines across the network, allowing:

Submission of service requests.

Automatic submission of computer inventory changes.

Remote control.

Logging of computer events.

Help Desk Administration:

Simple, yet comprehensive form enables quick submission of service requests to IT department.
Comprehensive escalation functionality.
Intuitive, customizable interface and efficient methodology.
Service request priority defined by pre-determined rules based on category, urgency and other fields.
Automatic routing of service requests according to pre-defined parameters and priority.
Automatic logging of all service requests and corrective actions.
Customizable help desk interface allows sorting service requests by type, preferences, severity and more.
Knowledgebase of important service requests. Separate knowledgebase areas for administrators and users. Enabling the users to utilize the self help feature.
Editable list of common problems & solutions that end users can browse.
Full communication abilities: users can send e-mails, SMS, and instant messages to one another.
Automatic notifications, via email or SMS, of new, modified and escalated service requests.
Customizable alert system highlights urgent, unresolved and escalated requests.
User and administrator groups make it possible to divide the help desk into logical units.
Customized printouts for user signoff.

Asset Control & Management:

Networked computers are detected automatically; no need to input assets manually. SNMP Discovery will also include network equipment such as routers and switches.
Assets' hardware and software are automatically detected and displayed; no need to input asset information manually.
Hardware and software changes on assets are detected and updated automatically; SysAid keeps an updated picture of the network and its machines.
All reported changes saved in a permanent "asset record", which contains hardware/software and service history.
Assets can be located easily using powerful search/listing functions.
Full and easy remote control of assets.
Assets interface with the help desk, displaying (and alerting administrators of) service requests associated with them.
Easy integration with external purchasing and ordering systems via XML.
Tracking software and supplier catalogues.
Assets can also be linked to users.

SysAid ITIL Package:

Achieve maximum results with SysAid ITIL!

SysAid ITIL package is a fully-integrated and extensive range of ITIL management solutions comprising three SysAid ITIL modules: Change Management, Problem Management and CMDB.

Built according to ITIL best practice methodology, the SysAid ITIL package will transform the way you manage incidents and problems in your IT environment, and enhance your ability to track significant elements and implement successful organizational change.

It started with the SysAid Helpdesk, built on key ITIL Incident Management principles, and now we've expanded our commitment to bringing ITIL best practices to you, with our latest SysAid ITIL Package!

All SysAid ITIL modules feature SysAid's trademark simplicity and ease of use, and come with pre-defined templates or basic start-up tools that can be fully customized to suit your unique business environment.

What's more, modules have been designed for rapid installation and seamless integration with your existing SysAid modules to enable full transfer of accumulated data processes and functionality, so you can get up and running in virtually no time.

SysAid ITIL Problem Management

The SysAid ITIL Problem Management module is a powerful repository and management application designed not only to help you resolve incidents as they arise, but also to facilitate root cause analysis and effective problem management in your organization for minimal impact to business operations.

How can SysAid ITIL Problem Management help you?

Minimize incident-related business impact on your organization and service operations.
Identify and group different SR Helpdesk incidents into wider problem themes to improve incident transparency and root cause investigation.
Create multiple templates to suit any scenario in your environment.
Access detailed problem descriptions and a historical log of all changes for a full audit trail.
Proactively track and manage root problem causes to prevent future recurrence of related incidents, as opposed to fire fighting SR incidents as they arise.
Build a comprehensive knowledge base of known errors and work-around methods and leverage past knowledge gained.
Set automatic notification of problem statuses to be sent out to all related SR owners.
SysAid ITIL Problem Management module is highly integrated with all SysAid modules to allow for full accumulated data process and functionality transfer (i.e. link an SR Helpdesk incident directly to a problem with ease).

SysAid ITIL Change Management

The SysAid ITIL Change Management module is a dynamic process management tool for implementing successful organization change. Modelled on proven ITIL best practices (including ITIL chain of approval workflow), it offers an internationally-recognized framework for effective co-ordination and control of change activities, which can be applied to a range of IT and cross-organizational environments.

How can SysAid ITIL Change Management help you?

Implement successful change with ease and minimize risk of exposure and service disruption to your business.
Create changes using built-in change templates for basic and advanced level changes.
Customize workflow processes and change templates to suit any change scenario in your organization.
Divide complex change processes into systematic parts and activities for key contributors, and define an unlimited number of basic and advanced change templates to support both low and high end changes.
Improve control over your change activities using advanced ITIL chain of approval (Analyze, Approve, Implement, Release, Review and Close).
Set targeted notes, tasks, permissions and automatic notifications for different personnel, including stakeholders on the CAB (Change Advisory Board) for complete ease-of-use and follow-up.
Perform multi-level risk assessments and authorizations in Change Management work flow tabs and action items in complete security with a full audit trail.
Track, monitor and report on all past and current change activity and enhance your organization's ability to absorb a larger volume of changes.
Permission-based processes ensure that details are accessed only by permitted users.
SysAid ITIL Change Management is highly integrated with all SysAid modules to allow for full accumulated data process and functionality transfer (i.e. link a problem directly to a change from within the problem itself).

SysAid ITIL CMDB

The SysAid CMDB Module (Configuration Management Database) is an extensive database built on ITIL principles which enables you to store and track significant elements in your IT network and key inter-relations, including network assets and service management processes, in order to help you predict the influence of planned changes in your environment.

How can SysAid ITIL CMDB help you?

SysAid CMDB module holds an unlimited number of CIs of all types: system, service, logical objects, physical objects, and more.
SysAid CMDB holds a comprehensive list of relationships of all types between CI objects.
More than 250 fields to customize the CIs to fit your needs exactly.
Help you better predict the influence of changes and cut unnecessary costs .
Information in the SysAid CMDB can be viewed from multiple perspectives, including directly from related Assets and SRs.
Problems in a specific CI can now be easily checked, including possible influence on higher hierarchy CI (verifying business impact).
Problems in a specific CI can now be easily checked -perhaps the cause is in CIs lower in the hierarchy.
Automatic importing of assets, software products and catalog items for easy and fast deployment of the CMDB.
SysAid ITIL CMDB is highly integrated with all SysAid modules to allow for full accumulated data process and functionality transfer.

* The CMDB module can also be purchased as a standalone module.

Asset Monitoring:

Constant testing for memory usage, hard disk usage, vital OS services and processes, network services, software and hardware updates and more.
A warning or error notification is sent when something is out-of-order.
SysAid can open an automatic service request, notify by e-mail or even send an SMS.
A visual representation of all the monitoring tests on daily, monthly, weekly and yearly graphs.
Enabled to configure monitoring templates for application to any number of servers or workstations.

Remote Control

Anywhere to anywhere access via secure web connection.
Full IT control of remote computer.
Communication with remote user via SMS, IM, or email.
Access to computers and other machines is granted for users working from home or using a remote machine.

Reports and Analysis:

Extensive reporting capabilities to monitor system data and analyze costs.
Log files keep records of calls, including time spent on each call.
Large selection of pre-defined reports on service and assets; creation of tailored reports on demand.
Reports available in various formats, including PDF and Excel spreadsheets.

Manager Dashboard:

An immediate and customizable overview of the state of affairs in your organization is provided by four selected charts on the Dashboard.
Automatic scheduling for a wide selection of reports on assets, workflow and service quality.
Reports can be sent automatically to any number of users, on a monthly, weekly or even a daily basis.
Reports can be modified to suit the specific needs of your organization.
Entirely new reports can be designed and added to the system.

Task & Project Management:

Create, list and manage projects and tasks.
Track work progress.
Track resource usage (work force).
Efficient time allocation.
Record of all activities.
Store relevant documentation.

Security:

All communications safeguarded with "military strength" encryption technology: 128bit SSL, TLSv1.
Access to system by username/password only.
Access to all machines strictly controlled.
All user and service data stored in central, secure database.