101 ways to use SysAid

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1 101 ways to use SysAid Keep IT simple by letting SysAid do what it does best- help you manage your IT. Print out this handy checklist of everything you can do with SysAid, and make sure you are taking full advantage of all the ways that SysAid simplifies even your most complex tasks. Who Can Use SysAid? 1. IT providers of any size 2. Multilanguage companies 3. Companies looking for hosted IT solutions 4. Companies looking for in-house installed IT solution 5. Large organizations such as universities, colleges and hospitals. SysAid enables everybody to seek assistance without having a user account. Which hardware & software do I have on my network? 6. Find all the Windows, Mac, and Linux PCs and servers, and any other IP-based devices on your network. 7. Our Asset Management module supports even the most complex networks, i.e. VPN, internet, subnets- we support it all. 8. Remote control any asset in your network. Assist end-users without even leaving your office. 9. You may manually add to SysAid's other assets in your organization, such as printers, monitors, keyboards, even non-it assets. This will enable you to collect all the information about any such asset in a single place and submit tickets about them. 10. Discover software packages installed on the computers on your network, and get ongoing information regarding software packages, services, hot fixes, etc. 11. Easily manage your installed software packages, licenses, warranty expiration dates, vendor information, etc. 12. You can handle your inventory according to the MAC and PC addresses, or according to a random asset ID provided and managed by SysAid- you decide. 13. Define and track custom attributes of your assets such as warranty, expiration date, purchase price, and more. 14. Design your network topography graphically and intuitively to better control and accurately manage your organization's assets.

2 15. Based on your network topography you can define different times for inventory updates to different sections. 16. Prioritize different assets according to their importance in your organization. 17. Stay on top of software compliance by knowing the ratio of licenses used to licenses purchased. 18. Make your own an internal glossary in order to define different types of assets, and add graphic icons to them, so you can intuitively recognize them. 19. Manage your catalog and your supplier list- centralize all the information and make it easy to find and to use. 20. Design a display of asset information according to what matters to you. View all needed info on a single screen 21. Connect between a workstation to an end user, for maximum control and supervision on your assets.

3 Always Stay Ahead of The Curve Monitoring Module A new additional tool designed to check, maintain and prevent downtime of critical assets on your network. 22. Always stay on top of your network. Know of every hardware or software changes, storage usage, CPU usage, ping, TCP-IP, and processes that take place. 23. Monitor not only your servers, but also any number of workstations on your network. 24. Be aware when users install unauthorized software or uninstall critical software. 25. Take advantage of SysAid's Monitoring Tool to get automatic notification on any test you run on your network. Get the notification as an message to your box, or even as an SMS message to your cellular phone, in case of emergency- the choice is yours. 26. Make use of the fact that SysAid combines both help desk and network monitoring. SysAid can open an automatic ticket when the configurations for a certain monitoring test are met. This ticket is sent to your helpdesk and assigned to the person in charge. 27. Get warning notifications ahead of time when you're running out of disk-space. 28. Get notifications when users install unauthorized hardware or remove any hardware. 29. Be notified when unauthorized processes take place or when processes are abruptly stopped. 30. Get a visual representation of your monitoring tests results: SysAid monitoring includes a graphic representation of the monitoring tests in four different graphs: daily, weekly, monthly and annually.

4 Run an IT Help Desk for Your Company How can I keep track of tickets, projects & problems? Administrator End User Portal 31. Reduce phone calls to the help desk by providing your end users with a simple reporting tool to submit tickets. Easily report problems you may encounter and ask for IT assistance simply by pressing a hot key. 32. Control the information provided by the end user, to get exactly the relevant details. Send a ticket with a screenshot include all info needed to solve your problem. 33. Build trust with your end users- let them know that the problem will be solved quickly and efficiently. Be able to track your open ticket without having to call a technician or leaving your workstation 34. Provide your users with SysAid self service a simple yet effective tool that will help them solve recurring problems by themselves. Be able to solve the problem yourself efficiently.

5 35. Provide localization to your end users by giving them a customized language interface. Control your interface in your own language. 36. Give the supervisor or the department manager information about the status of open tickets, without having to send them any reports. Drop the XCL spreadsheets or s to receive the full scope of your IT department situation. 37. SysAid s capabilities for administrators: although simple and intuitive for the end user, SysAid encompasses the full picture and sophisticated solutions covering all your IT needs. 38. Avoid double clicking or going back and forth by designing your display on a single screen.

6 Infrastructure 39. LDAP / AD integration- saves you time and effort by automatically retrieving all the information about your users and your network. 40. SSO implementation- makes life easier for users. 41. HTTPS capability- with SysAid you can feel absolutely safe. 42. Integration with external SQL database (MSSQL, Oracle, MySQL)- keep working with the database you already use. 43. For maximum comfort, integrate SysAid with your company's website. You can even design forms for your end users to fill out from your own website- they will all be integrated and work as a part of SysAid. 44. Incoming and outgoing s based on POP3 and SMTP capability. This means anyone can send a ticket via to your helpdesk. 45. Text message (SMS) can be automatically sent to administrators- you decided when and about what. Administrator Interface 46. Centralizes all your day-to-day assignments in one place. 47. Customize your forms to add your relevant and mandatory fields. 48. Routing rules assign tasks to the person/group in charge. 49. Priorities- define the hierarchy of different tickets according to their submitters, categories, urgencies and more. 50. Due Dates- define a due date for each ticket or task, to allocate your time wisely. 51. Visual alerts- the SysAid alert icons enable you to get immediately a visual image of the priority of your tickets. 52. Escalation rules stay on track proactively be sure that all assignments are conducted on time, by sending automatic reminders to your administrators. 53. Design levels of support providers SysAid helps you stick to your SLA agreements. 54. Learn more about SysAid at any stage simply by clicking the online help link, or by looking at the c user guides provided on the SysAid website. 55. Design you own clever fields to add to your helpdesk lists, with suitable dropdown menus. 56. Set timers based on your operating times and holidays, to get the most accurate information about your work. 57. Customize the automatic notifications SysAid sends according to your needs. 58. Insert your own word vocabulary by using the Translate feature. 59. Customize appearance : colors, grids, fonts, backgrounds make it your own. 60. Design different forms to different uses. For instance- users belonging to different companies. 61. Track and report problems from anywhere using your mobile or blackberry. 62. Use SysAid's knowledgebase to find solutions to problems that have already been dealt with in the past. 63. Download your list to a PDF or an XCL spreadsheet 64. Perform advanced filtering on your lists by creating different views in the filter-builder function. 65. Design with maximum ease dynamic filters to show in your SysAid lists only the

7 results relevant to you. These filters remain on your lists, till you change and rechange the filtering see whatever suits you the best. 66. Instead of reporting each task individually, report it all at once simply by clicking a check sign next to the task. 67. Define different permissions to different administrator accounts. 68. Automatically notify end-users on status changes, or added notes. 69. Gather unique information that isn't predefined by default in SysAid. Control or design your own workflow. 70. Decide what information is the most vital to you, and determine it as standard requirement to every ticket. 71. Track activities or working hours based on a ticket. 72. Discover what was the amount of hours and efforts consumed by each and every ticket and use the information to improve your workflow. 73. Create work groups and end user groups to better control your workload. 74. Integrate your incoming mail with multiple boxes- configure different boxes for your different customers/companies/departments. 75. Relate child tickets to parent tickets, and send automatic notifications to all the submitters of the child tickets at once. 76. Edit your tickets, spell check them, attach any file to them, add notes and description. Task / Project Module 77. Manage your tasks and projects. We know that with your hectic schedule you always wait for shiny days in which you'll find the time for these. In the meanwhile, why don't you write them all in one place and stay focused on what needs to be done. 78. Allocate time vs. human resources. 79. Assign tasks to administrators or work groups. 80. Use the SysAid s automatic Gantt display to present your project as a scheme. 81. Easily control your project milestones, and be aware of the progress you are making. 82. Modify the screens of your projects to include the information that is vital to you. 83. Download the complete list or just a single project to a PDF file or to an XCL spreadsheet. Analyzer - SysAid Report Feature 84. Provide a variety of reports that will help you learn about your workload, service quality, inventory, and more. 85. Helpdesk workload report- make sure the workload is logically divided between your administrators, that tickets with higher priorities get more attention, etc. 86. Helpdesk service quality report- learn exactly what breaches you have and where you can improve your service. 87. Inventory report overview your software and hardware. Get reports about everything, even those neglected assets that were not updated. 88. Highest value report- get information about the leading tickets, administrators, end users or companies in a variety of categories. For instance, you can learn who are your most efficient administrators.

8 Manager Portal 89. Get the full picture of the current state in your IT department by using the Manager Portal a dashboard which displays 4 parameters according to your choice. Experience SysAid as a manager at: A monthly/ weekly / daily display of the parameters that matter most to you. 91. Define your active ticket by category or per highest value. 92. Inventory parameters by asset or CPU operating systems 93. Service level by breaches, timer or activity. 94. Use a template of an existing report to design your own reports. For example, add your own logo to the reports. 95. Design your own reports from scratch- they can be easily integrated to work with SysAid. 96. Schedule your reports daily, weekly or monthly you call the shots. 97. Send the reports to whoever you wish: send a monthly report of your service quality to the boss, send a report about changes in your assets to the admin group responsible for hardware on your network, etc. One Stop Shop 98. Enjoy a single solution for your multiple IT needs. 99. Consult professional SysAid Support Experts for any information you may need. Make SysAid Your Own 100. Brand SysAid with your logo, colors and look and feel. You may delete any references of Ilient / SysAis if you want to brand it as your own You may change the shortcuts of SysAid agent to any name you choose. As a matter of fact, there are many more things that you can do with SysAid Look for the things you need in the SysAid User Manual:

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