Improved Service Quality – With SysAid, IT can respond faster to service requests. This means not only resource savings, but also increased end-user satisfaction. ∗ Increased Productivity – SysAid raises IT productivity and overall system availability by cutting down time spent on administration maintenance. ∗ Tighter asset control – Using SysAid, you can control and view the details of all assets under IT responsibility. Make sure software is licensed, hardware is updated, etc. ∗ Lower costs – SysAid enforces a professional methodology.

SysAid is built specifically for IT management. It can better meet the demands of organizations seeking internal help desk. ∗ SysAid is the only IT software to offer full communication abilities. ∗ SysAid not only lets users send Email, SMS, and instant messages to one another-it can even contact them itself, automatically. Timeconsuming phone calls are replaced with modern, efficient communication. ∗ SysAid offers minimal setup and maintenance time. Available as either an installed solution or an online hosted solution, SysAid provides record-speed implementation and integration. ∗ SysAid works on multiple platform environments, such as Windows and Linux. SysAid offers an all-in-one solution. A single interface provides help desk, remote control, asset management, IT activity analysis tools, and more. ∗ Fit for technical and non-technical users, SysAid is intuitive and easy to use.

Fully web-based solution requires no installation and integration. ∗ Available in full ASP solution model with zero technical overhead, or convenient in-house model. ∗ Installation on all machines via lightweight agent download – by means of three options: o Manual installation o Automatic deployment using built-in deployment tool o Automatic installation by adding the installation to login script for Windows 9x or UNIX machines. ∗ Low system resource usage. ∗ Agent allows submission of service requests, automatically submits changes in computer inventory, and sends events from computer log to SysAid. ∗ Agent also serves as remote control component. ∗ End user information gathered automatically by agents and with end user input – no IT resource commitment for data entry.

∗ Service requests are directed promptly from the end user computer to IT department with a single keystroke. ∗ Automatic routing of service requests according to pre-defined parameters and priority. ∗ Automatic logging of all service requests and corrective actions until final remedy. ∗ Automatic notifications to SysAid administrators, based on customizable rules. Rules may be applied on the computer and group level, and also prioritized. ∗ Customizable help desk interface allows sorting of service requests by type, preferences and severity. ∗ Option for multiple system administrators, each of whom can view his/her own service requests, or even other users' requests, if nominated as a supervisor. ∗ Administrators can get a snapshot of department activity using customizable Help Desk Matrix.

∗ Extensive reporting capabilities to monitor system data and analyze costs. ∗ Log files keep records of calls to support detailed reporting capabilities, including time spent on each call ∗ Large selection of pre-defined reports on service and assets, and creation of tailored reports on demand

∗ Listing and monitoring of various tasks and projects ∗ Tracking progress, times and activities, as well as generating relevant reports ∗ Gantt available for a viewing the progress of projects ∗ Assigning tasks or projects to specific administrators

Available as either an installed, in-house solution, or on a fully-hosted secure ASP basis, SysAid is a implemented as a web service, using an SQL (Oracle, MS SQL Server, or MySQL) database. In-house, SysAid resides on either a shared or dedicated service, within the corporate firewall. As an ASP solution, the SysAid server resides in Ilient’s hardened and fully firewall-secured environment, and is completely compartmentalized, to avoid organizational data overlap or “leakage.” With no client installation required, SysAid is accessed via standard browser – either over the Internet (via secure SSL socket), or via corporate intranet. Communication between SysAid components is via XML-based protocols.

The SysAid system is divided into seven logical modules: 1. Helpdesk Module - tracks service requests, assigns tasks by subject, preferences, or location, and displays all corrective actions taken. 2. Asset Management Module - allows full management and tracking of hardware and software assets. Agents automatically scan all network computers (enduser and server) and record hardware and software inventory in computer file. All changes are automatically recorded and reported. 3. Remote Control Module - provides remote access to all system components via agents installed on all network computers, and allows corrective actions to be taken according to preset rules and preferences. This module also reports any changes in system hardware or software...

As an ASP product, SysAid maintains the highest level of security for all system components. Agents on enduser computers – both remote and local - communicate with the SysAid server via 128-bit SSL-secured channels. The communication is encrypted, so no internal or proprietary information is ever exposed to outside sources. Similarly, the SysAid administration interface is accessible only to authorized users within the client organization, and only qualified Ilient engineers are allowed access to the system database. The SysAid server resides in Ilient’s hardened and fully firewall-secured environment, and is completely compartmentalized, to avoid organizational data overlap or “leakage.” Ilient has customized the SysAid system for in-house operation, and the server integrates easily into an organization’s network and security scheme. For

The unique design and workflow enables your support staff to solve problems the first time and easily manage many requests from multiple sources. Beyond simple help desk software, HelpSpot is an entire web based help desk portal; providing your customers with powerful self-help functionality that drives down cost and improves customer experience.