2929

Oded Moshe, Director of Product Management

Beta Release May 3rd, 2010Official Release May 24, 2010

2929

• 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

2929

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

3

2929

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

2929

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!

5

2929

• 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

2929

• 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

www.sysaid.com7

2929

• 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

2929

• 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

2929

• 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

10

2929

• 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

2929

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.

12

2929

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.

13

2929

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

2929

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

2929

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

2929

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

2929

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

2929

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.

19

2929

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

www.sysaid.com20