by January 1, 2007 0 comments



It’s a complete asset management and IT helpdesk management
software that comes with three portals-End user, Administrator and Manager.
The End user portal can be used to submit service requests. Users can also
browse through a list of common problems and their solutions. The administrator
portal takes care of all asset management and help desk related issues in an
organization. And finally the Manager portal, designed for IT managers, is meant
to generate reports on asset management, quality and workload on the help desk.

Help Desk is easy to use and deploy and can do all the usual tasks from
logging a call, to providing solution and escalating calls to higher
authorities. In SysAid Help desk, you can have as many administrators as you
want. Each of them can separately view their own service requests or even other
users’ requests. Administrators can be automatically notified via e-mail or SMS
when a service request has been assigned to them or in case of modification or
escalation. Talking of escalation capabilities, creating escalation rules in
SysAid is very easy. You can also create rules to escalate service requests
automatically. Service request priority can also be pre-determined through the
rules based on category, urgency, and
other fields.

Direct Hit!
Applies To:
IT managers
Price: Rs 20,200 approx for upto 3 administrators, 120 end
users, 120 assets & one manager
USP: Web based help desk and asset management solution
Primary Link: www.ilient.com
Google Keywords:IT helpdesk

The software comes packed with a remote control which can be used for
troubleshooting users’ problems and training them. SysAid provides
communication capabilities with end users through e-mail and IM from the SysAid
server Web console itself. You can also set operating times for the SysAid
Server console. At the user’s end it requires an agent to be installed. SysAid
Asset Management can automatically create hardware and software inventory
database of machines that run SysAid agent. This agent allows users to submit
their service requests and automatically sends inventory updates to the SysAid
server whenever there are some changes. It also sends events from computer logs
to the SysAid server and maintains history of inventory changes. SysAid provides
Task and Project Management capabilities, where you can create new projects and
track work progress and resource usage.

Deploying SysAid
Installing SysAid is simple. It can retrieve user accounts automatically from
your Windows Active Directory. On the server side you need to install SysAid
Help desk’s management Web console. All management part will be done through
this console. You can deploy agents on clients using SysAid admin tools or
manually.

SysAid gives administrators a one shot view of all service requests, inventory changes, etc

SysAid admin can scan a network for available clients and deploy the agent on
selected clients from its tools console. All you need to provide is username and
password through which SysAid can log on to the systems. Once the agent has been
installed, it starts appearing in My Network assets tab on SysAid’s Central
Console. On clicking the machine on which the agent has been installed, you can
see all hardware and software inventory information of the machine, and lists of
the service requests placed by the user of that machine.

All service requests submitted by users automatically appear in SysAid’s server console and administrators are immediately informed through SMS or e-mail

You can also edit various other details of the machine, such as the location
of the system, its serial, purchase, warranty, maintenance and similar other
details. Once a user has submitted a service request, it automatically appears
in Help desk ‘Service Requests’ list where you can see details of the
request submitted by the user. To assign the request to someone for resolution,
open the service request and choose the group or the administrator. Here, u can
also choose whether to include the problem in the knowledge base or not.

IT managers can view real time status and reports of all help desk activities by logging on to the Manager portal

At this point, the administrator will be informed by an e-mail that a service
request has been assigned to him. Admins can provide solutions to the service
request and activity details can also be added from the console itself. Once the
problem has been rectified, service request can be closed and sent to the user
for verification. Inside SysAid Helpdesk console you can also create custom
helpdesk projects such as a separate project for upgradation or maintenance. You
can manage the whole project from SysAid’s Web console and create alerts for
your deadlines. Once you have created a project, you can create tasks inside
that project and assign them to users. You can all set deadlines for tasks and
view all activities as they happen about the project. To do this, in main window
click on Tasks/Projects option, and in the new window click on New project. Now
provide the title, start time and end time and other basic details about the
project and click ok. The project has been created. To create tasks, open the
project and go to tasks tab. Here you can create new tasks and assign them to
users. All administrators can view their tasks and update their activities from
the console itself.

Reports
To view various reports and to analyze the Help Desk work load and service
quality, click on the Analyzer tab in SysAid Web console. In the new window,
click on Top reports to display pre-defined categories of reports such as a
report of service requests with the longest activity time or administrators with
longest Service Request time. To view a report just click on that category.
Similarly, to analyze the Service Quality, click on Service quality option,
where you can see details of service quality by timer, service breaches by
timer, administrator, etc. Same goes for Help Desk Work Load. These reports can
also be exported into PDF and Excel formats. A manager can also view reports by
logging through the manager portal without going into details.

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