Post on 25-Feb-2016
description
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Oded Moshe, Director of Product Management
Beta Release May 3rd, 2010Official Release May 24, 2010
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• Create contracts with criteria on the level of service you’re obligated to provide to your end-users
• Set up due dates, routing rules, and any other part of the support agreement that you are required to deliver
• Measure the quality of support you provide according to best practices
Service Level Agreement (SLA) – a new SysAid moduleReal numbers to measure your service quality
SysAid SLA/SLM
2 www.sysaid.com
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SysAid SLA/SLM
• Receive scores on your admins’ ability to effectively meet their SLAs• Manage and analyze your SLAs within a greater context• Get an instant visual overview of your key performance indicators in the SLM
Manager Dashboard• Develop new strategies and create future goals based on your current
performance
www.sysaid.com
Service Level Management (SLM) – a new SysAid ModuleGraphical overview to help you achieve new service goals
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SysAid Calendar
• Integrated with the rest of SysAid: all due dates, activities, and software support expiration dates are automatically added to your calendar
• Easily create your own SysAid Events in the intuitive interface• All assignments are automatically synchronized with Microsoft Exchange
SysAid Calendar - a new SysAid moduleStay on top of your SysAid dates in one place!
www.sysaid.com4
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Manager Portal
• New SysAid report building wizard to help you easily create your own customized reports
• Drill down on a group of service requests in a Dashboard chart to see a detailed list of those service requests
www.sysaid.com
New Wizard: Easily CreateYour Own Customized Reports!
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• Previous/Next buttons within the service requests. Easily move between service requests when browsing through a list
• 3D Helpdesk Matrix view to see horizontal, vertical, and sub-vertical variables
• Automatically select “assign to” user according to selected admin group
Easier to use than ever before – with fewer clicks!
Helpdesk
www.sysaid.com6
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• Define a “responsible” admin for every service request who will receive emails when a service
request changes
• Restrict administrators from accessing or editing specific tabs or fields
Stay on track with greater permission control
Helpdesk
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• Define support levels per admin group so that each service request has a maximum support level
• Create different subtypes for an incident. For example: different views and fields for hardware incidents and software incidents
Better customization of yourhelpdesk settings
Helpdesk
www.sysaid.com8
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• Real-time notification if SysAid detects the installation of software that’s not on your list of registered software products
• Pop-up notification if the number of software installations exceeds the number of purchased licenses
More notifications to stay in-the-know and in control
Asset Management
www.sysaid.com9
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• See which users are logged in to the network in real-time and which computer they’re using
• Send instant messages to end-users or assets. These broadcasts will pop up on the screen of the logged-in user.
• Remote control even to a user on a terminal server
Instantly connect to your end-users through their assets!
www.sysaid.com
Asset Management
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• Initiate remote control sessions from within a chat conversation
• Download or upload files via a chat session. Those files will be saved in the chat history
• Upload your own chat sound effects
• See when an end-user is typing a response to your message
Even more integrated with the rest of SysAid for faster problem-solving
SysAid Chat
www.sysaid.com11
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SysAid Monitoring
New tool to monitor incoming and outgoing data
www.sysaid.com
• Monitor network activity from computers and SNMP devices and view the incoming and outgoing data rate in a graph.
• Receive notifications if the data rates exceed the thresholds you specify.
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SysAid SNMP & Monitoring
Major SNMP developments to help you better monitor your network
www.sysaid.com
• SNMP trapping: receive notifications from a SNMP device. For example, a printer can send a notification when its toner level is low
• Set your own customized monitoring configurations that can include notifications and graphs. For example: Create your own code that tracks the number of media files on specific workstations.
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Customize SysAid like never before!
• Create an unlimited number of new custom fields• Add your own custom trigger events to a form
For example: When opening a service request, SysAid can retrieve the USD/EUR exchange rate from Google and automatically add it to your service request
SysAid Customization
www.sysaid.com14
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SysAid API
API Enhancements: Integrate SysAid with External Systems
API Integration• Integrate SysAid with any other application using WSDL. Write
your own codes that can query, create, update, a delete SysAid entities.
Other Integration Enhancements• Multiple outgoing email addresses
When sending an email from SysAid, choose the email account you want the message to be sent from
• MAPI protocol Native integration of SysAid with your Exchange mailing server
www.sysaid.com15
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ITIL Package
Best practices even better!
• Attach CIs to the related items section of a service requests as well as activities in the Helpdesk and Tasks & Projects
• Visual indicators in the action items tab to help you monitor the “unapproved” field
• Better control and editing of Change and Problem templates
www.sysaid.com16
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Multiple question SysAid Survey
• Customize and issue multiple survey questions when closing a service request
Speed optimization• Pages load and refresh
much faster!
General
www.sysaid.com17
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Online Aid:An interactive help solution• Complete online library of help files
• Integrated with the SysAid Community to display what other SysAiders have to say and find answers even faster
General
www.sysaid.com18
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General
www.sysaid.com
What else?• The End-User Portal
is now available in 44 languages!
• The End-User Portal can now be easily translated into any additional language
• Better visual indicators to show you the mandatory fields in all forms
• Set different operating hours for different days. Create two working hour segments for the same day.
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Be the first to see SysAid 7.0 Beta! Register now as a SysAid Pathfinder
to see SysAid 7.0 for yourself!For a complete list of SysAid 7.0’s
new features and bug fixes, read the release notes.
General
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