Contact Center Solutions Featured Article

SysAid Adds SLA/SLM Module, Over 130 Features in 7.0

May 27, 2010

SysAid has been busy adding and tweaking features to its SysAid (News - Alert)IT help desk solution, over 130 capabilities in all and has rolled them out in SysAid IT 7.0. Key among the innovations in the product, which supersedes SysAid IT 6.5 are:

--A new SLA (service level agreements) module that provides IT departments with practical tools to measure the quality of support they provide end-users, in order to fulfill existing SLAs, resulting in, should firms decide to follow up on the information gathered, superior service and ultimately improve customer satisfaction.

--A user-friendly dashboard in the SysAid SLM (Service Level Management) features that collects different SLAs, measures key performance indicators and helps analyze the overall service delivery success.

'Our goal at SysAid has always been to provide companies of all sizes with a variety of simple, easy to install and use software tools,' said Israel Lifshitz, founder and CEO of SysAid. 'Our new SLA/SLM module is a simple and effective way for IT departments to ensure that they are meeting their service requirements, but more than that, it enables them to identify and investigate where they have been successful and what needs to be improved.'

Other significant features include the integrated SysAid Calendar. It automatically logs updates to track all activities, due dates and software support expiration dates, and may be fully synchronized with Microsoft Exchange.  In addition, a new SysAid iPhone (News - Alert) application allows users to respond to service requests anytime, anywhere.

Improvements have also been made to the embedded Live Chat module. These include initiating remote control sessions directly from the chat box. Also, a new SysAid report building wizard creates customized reports; the End-User Portal is now available in 44 languages.

There are also in addition new integrated SNMP traps that proactively handle simple but annoying support issues such as printers out of ink and incoming and outgoing data rates that fall below thresholds. This feature will allow you to get notifications of these problems before they come one by monitoring their conditions and alerting your staff.

SysAid 7.0 enables you to further customize and integrate the solution such as by adding an unlimited number of custom fields, create your own code to track the number of media files on specific workstations and write scripts to automatically retrieve currency exchange rates from Google (News - Alert) and add them to your service requests.

You can also obtain more help from the SysAid user community. All of SysAid's help files are now online and integrated with the SysAid Community to display what other 'SysAiders' have to say and find answers even faster. The company actively welcomes and implements feature suggestions, to make the product even the more relevant to IT professionals.

'We always encourage open and active dialogue with our users; in fact, many of the new features of version 7.0 were initiated through the SysAid Community,' added Lifshitz. 'Naturally, we have implemented the ones that are aligned with our roadmap. We are proud to be able to listen and learn from the SysAid users, and to continuously enhance our platforms to meet and exceed our users' requirements, helping them succeed on both a personal and professional level.'


Brendan B. Read is TMCnet's Senior Contributing Editor. To read more of Brendan's articles, please visit his columnist page.

Edited by Patrick Barnard

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