# SysAid > Welcome to SysAid Blog. Click here and read our latest tips, news, and trends in the IT world! ## Pages - [Service Level and Support Agreement](https://www.sysaid.com/support/sysaid-documentation/service-level-and-support-agreement) - [Cloud Terms and Conditions - Brazil](https://www.sysaid.com/support/sysaid-documentation/cloud-terms-and-conditions-brazil) - [Pricing - new](https://www.sysaid.com/pricing): SECURITY & COMPLIANCE: GDPR · CCPA · SOC 2 Type II · ISO 27001/27017/27018 · MFA & SSO · SSL... - [SUPPLIER CODE OF BUSINESS CONDUCT](https://www.sysaid.com/support/sysaid-documentation/supplier-code-of-business-conduct) - [CODE OF BUSINESS CONDUCT AND ETHICS ](https://www.sysaid.com/support/sysaid-documentation/code-of-business-conduct-and-ethics) - [Splashtop](https://www.sysaid.com/it-service-management-software/splashtop) - [Homepage 2026](https://www.sysaid.com/) - [Gartner MQ](https://www.sysaid.com/gartner-mq): CUSTOMER RESULTS Get more done. While improving user satisfaction. You don’t have to play catch-up with IT tickets. Speed up... - [License Manager](https://www.sysaid.com/it-service-management-software/license-management) - [Responsible disclosure](https://www.sysaid.com/responsible-disclosure): Scope This policy covers technical security vulnerabilities in SysAid-owned systems, products, and services. SysAid SaaS (Cloud) Customer assets. On-Premise –... - [Service Catalog Management](https://www.sysaid.com/service-catalog-management) - [Change Management Software](https://www.sysaid.com/it-service-management-software/change-management-software) - [Implementation Services](https://www.sysaid.com/implementation-services) - [Automations](https://www.sysaid.com/automations) - [AI Agent Builder](https://www.sysaid.com/ai-agent-builder) - [Security & Governance](https://www.sysaid.com/security-and-governance) - [AI Agents](https://www.sysaid.com/ai-agents) - [Knowledge Management](https://www.sysaid.com/it-service-management-software/knowledge-management) - [Workflow Designer](https://www.sysaid.com/it-service-management-software/workflow-designer) - [Service Level Management](https://www.sysaid.com/it-service-management-software/service-level-management) - [SysAid Copilot for Agents: AI Service Desk Tool](https://www.sysaid.com/sysaid-copilot/sysaid-copilot-for-agents) - [SysAid Copilot for end users](https://www.sysaid.com/sysaid-copilot/sysaid-copilot-for-end-users) - [SysAid Copilot](https://www.sysaid.com/sysaid-copilot) - [Request Management](https://www.sysaid.com/it-service-management-software/request-management) - [Problem Management V2](https://www.sysaid.com/it-service-management-software/problem-management) - [IT Asset Management V2](https://www.sysaid.com/it-service-management-software/it-asset-management) - [Incident Management](https://www.sysaid.com/it-service-management-software/incident-management) - [Free Trial](https://www.sysaid.com/trial-old-2): Start your free trial - [Agentic Service Management](https://www.sysaid.com/agentic-service-management) - [CMDB Software](https://www.sysaid.com/it-service-management-software/cmdb-software) - [Reporting & Analytics](https://www.sysaid.com/reporting-analytics) - [SysAid Certification](https://www.sysaid.com/sysaid-certification) - [News](https://www.sysaid.com/news) - [ROI Calculator](https://www.sysaid.com/roi-calculator): 1/4 Curious how AI could take the pressure off your IT team and streamline everyday tasks? Next 2/4 Where would... - [Lansweeper](https://www.sysaid.com/it-service-management-software/lansweeper): The SysAid Advanced Discovery solution powered by Lansweeper eliminates blind spots by bringing real-time asset intelligence into your ITSM workflows. - [About us](https://www.sysaid.com/company/about-us) - [CSR](https://www.sysaid.com/company/about-us/csr) - [Privacy Policy](https://www.sysaid.com/privacy-policy) - [SysAid is officially certified by PinkVERIFY](https://www.sysaid.com/it-service-management-software/sysaid-is-officially-certified-by-pink-verify) - [PeopleCert Accredited ITIL Tool Vendor](https://www.sysaid.com/it-service-management-software/peoplecert-accredited-itil-tool-vendor) - [SYSAID AI SERVICES – TERMS AND CONDITIONS](https://www.sysaid.com/support/sysaid-documentation/sysaid-copilot-terms-and-conditions) - [Interactive experience](https://www.sysaid.com/interactive): Welcome to SysAid Interactive Product Tour - [Candidates Privacy Policy](https://www.sysaid.com/candidates-privacy-policy) - 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That’s a genuine milestone, and it... - [Your IT team is losing 35% of its capacity to manual work](https://www.sysaid.com/blog/general-it/blog-it-team-productivity-manual-work-2026): The average IT team loses 35% of its working time to manual, repetitive tasks. Not complex troubleshooting or strategic projects.... - [It's time to move away from using spreadsheets for IT asset management](https://www.sysaid.com/blog/asset-management/blog-itsm-it-asset-lifecycle-management-spreadsheets): Every IT team has a spreadsheet with a tab for laptops, a tab for software licenses, and a tab for... - [IT burnout is at a breaking point, and we have the numbers to prove it.](https://www.sysaid.com/blog/general-it/it-burnout-statistics): Ask anyone working in IT right now how they’re doing, and you’ll often get a version of the same answer:... - [Shadow IT is quietly breaking your software license compliance and your security posture](https://www.sysaid.com/blog/general-it/software-license-compliance-shadow-it): Here’s something most IT leaders don’t want to admit: you probably have no idea what software is actually running across... - [Meet Dex: the autonomous IT engineer that eliminates tickets before they appear](https://www.sysaid.com/blog/sysaid-tech/dex-autonomous-ai-it-support-agent): IT teams are spending too much of their day on requests that shouldn’t need them at all. Password resets, MFA... - [Why your ITSM was built for a world that no longer exists](https://www.sysaid.com/blog/itsm/modern-itsm-challenges): The ITSM (IT Service Management) market is booming. Valued at almost $15 billion in 2026 and projected to reach close... - [From firefighting to future-proofing: Using Mean Time to Resolution to build a proactive IT culture](https://www.sysaid.com/blog/service-desk/mttr-proactive-it-culture): According to ITIC’s 2024 Hourly Cost of Downtime Report, a single hour of downtime now costs more than $300,000 for... - [SysAid's AI Agent Center: Command and control for your AI Agents](https://www.sysaid.com/blog/itsm/ai-agent-center): If you’re managing IT operations, you already know that automation is only as good as your ability to control it.... - [Take control of software license compliance with SysAid License Manager](https://www.sysaid.com/blog/itsm/take-control-of-software-license-compliance-sysaid): Most IT teams track their software license compliance using a combination of spreadsheets, institutional memory, and optimism that nothing will... - [Stop making employees wait: The case for an IT self-service portal that actually works](https://www.sysaid.com/blog/service-desk/it-self-service-portal-that-works): Ask most employees about their company’s self-service IT portal, and you’ll hear a familiar complaint: “I tried it once, didn’t... - [Your IT service desk is drowning. Here's how to fix it without hiring more people](https://www.sysaid.com/blog/service-desk/it-service-desk-fix-without-hiring): Your team isn't the problem. The system is. Service desk dysfunction almost always comes down to three things: legacy ticketing... - [7 ways automated ticket routing transforms your service desk operations in the age of agentic AI](https://www.sysaid.com/blog/generative-ai/7-ways-automated-ticket-routing-transforms-your-service-desk-operations-in-the-age-of-agentic-ai): The Key Takeaways: How AI Routing Transforms the Service Desk Manual triaging is costing your team an average of 47... - [Splashtop + SysAid: Simplified AI Remote Support](https://www.sysaid.com/blog/service-desk/splashtop-and-sysaid-ai-premium-remote-support-simplified): Our new partnership with Splashtop provides a seamless remote support experience directly from your Service Desk – in just one... - [Why IT teams are afraid to innovate, and what it's costing them](https://www.sysaid.com/blog/service-desk/why-it-teams-are-afraid-to-innovate-and-what-its-costing-them): Challenge 2 from “The Reality of IT Today” | SysAid eBook Series There’s a quiet fear that lives inside most... - [The hidden cost of institutional knowledge in IT](https://www.sysaid.com/blog/service-desk/the-hidden-cost-of-institutional-knowledge-in-it): There’s a person on almost every IT team who just knows things. They know why the integration between the CRM... - [The Future of BI with AI](https://www.sysaid.com/blog/itsm/future-bi-itsm-genai): Business intelligence (BI) is not a new capability within IT service management (ITSM). However, the use of generative artificial intelligence... - [The real risks and rules for 'Agentic' AI browsers](https://www.sysaid.com/blog/generative-ai/agentic-ai-browsers-risk-rules): I. The Bottom Line Up Front 1. 1 This Isn’t Just Another Update, It’s a Competitive Reshuffle Let’s be clear:... - [Integrating AI into ITSM: A Strategic Roadmap](https://www.sysaid.com/blog/help-desk/integrating-ai-into-itsm-a-strategic-roadmap-for-enhanced-service-delivery): Artificial intelligence (AI) is no longer a futuristic concept; it’s a present-day imperative transforming IT Service Management (ITSM). By infusing... - [Seamless Connections: Why CRM Integration is Crucial for Your Help Desk](https://www.sysaid.com/blog/help-desk/seamless-connections-why-crm-integration-is-crucial-for-your-help-desk): In today’s digital-first world, the expectation for IT support mirrors the seamless, intuitive experiences users encounter with consumer applications. A... - [The top 10 ITSM tools in 2026 and the cost of getting it wrong](https://www.sysaid.com/blog/service-desk/the-top-10-itsm-tools-in-2026-and-the-cost-of-getting-it-wrong): Your team isn't the problem. The system is. Service desk dysfunction almost always comes down to three things: legacy ticketing... - [Elevating Customer Support: How Help Desk Software Enhances User Experience](https://www.sysaid.com/blog/itsm/elevating-customer-support-how-help-desk-software-enhances-user-experience): In today’s digital-first world, the expectation for IT support mirrors the seamless, intuitive experiences users encounter with consumer applications. A... - [Riding the Hype – Is Cursor AI a Game Changer for Developers and ITSM?](https://www.sysaid.com/blog/generative-ai/cursor-ai-impact-on-itsm-and-software-development): From predictive analytics to automated threat detection, artificial intelligence (AI) is revolutionizing how IT organizations design, operate, and maintain corporate... - [Beyond Automation: what to look for in an AI-powered IT service management platform](https://www.sysaid.com/blog/itsm/beyond-automation-what-to-look-for-in-an-ai-powered-it-service-management-platform): While automation has long been a cornerstone of efficient IT Service Management (ITSM), the advent of AI has elevated its... - [Navigating IT changes: the best change management software for complex environments](https://www.sysaid.com/blog/itsm/navigating-it-changes-the-best-change-management-software-for-complex-environments): In today’s fast-moving IT landscape, change is constant. From routine software updates to major system migrations, handling change effectively is... - [Real-time resolution: How to choose incident management software with advanced analytics](https://www.sysaid.com/blog/itsm/how-to-choose-incident-management-software-with-advanced-analytics): In IT, every minute of downtime costs. Systems stall, teams slow down, and business takes a hit. That is why... - [Beyond tracking: smarter IT asset management for remote monitoring and optimization](https://www.sysaid.com/blog/asset-management/beyond-tracking-smarter-it-asset-management-for-remote-monitoring-and-optimization): Managing IT assets today is about a lot more than keeping tabs on where they are. With teams spread out... - [AI Mania: DeepSeek Doubling Down on the Evolving, Growing Need for AI](https://www.sysaid.com/blog/generative-ai/deepseek-ai-itsm-security-risks): The public launch of the DeepSeek artificial intelligence (AI) chatbot in early 2025 caused a significant media buzz, with it... - [Automating your IT service desk: a step-by-step guide to efficiency and user satisfaction](https://www.sysaid.com/blog/itsm/automating-your-it-service-desk-a-step-by-step-guide-to-efficiency-and-user-satisfaction): IT service desks are often buried under repetitive requests, from password resets to software installations. For many teams, these tasks... - [Find the best workflow automation software for your IT services](https://www.sysaid.com/blog/itsm/find-the-best-workflow-automation-software-for-your-it-services): Introduction In today’s fast-paced business environment, the question isn’t whether to automate your IT processes, but how. With an overwhelming... - [Reliable ITSM Platform for Enterprise Organizations](https://www.sysaid.com/blog/itsm/how-to-find-a-reliable-itsm-platform-for-enterprise-level-organizations): Introduction For enterprise-level organizations, choosing an ITSM platform is about more than just features, about reliability. A platform that’s unreliable... - [How to choose the right ITSM software?](https://www.sysaid.com/blog/itsm/how-to-choose-the-right-itsm-software): Introduction The search for new ITSM software can feel like navigating a crowded and confusing marketplace. It’s a critical decision,... - [How can problem management software help reduce recurring IT issues?](https://www.sysaid.com/blog/itsm/how-can-problem-management-software-help-reduce-recurring-it-issues): As an IT professional, there are few things more frustrating than a recurring incident. You fix it, the ticket is... - [A CIO Buyer’s Guide to Building an AI Roadmap](https://www.sysaid.com/blog/itsm/cio-guide-ai-roadmap): Artificial intelligence (AI) has increasingly become a business-critical capability in the last few years and, as a CIO, you likely... - [Mastering IT process automation: strategies for effective workflow optimization](https://www.sysaid.com/blog/itsm/mastering-it-process-automation-strategies-for-effective-workflow-optimization): In today’s fast-paced business environment, the question isn’t whether to automate your IT processes, but how. With an overwhelming number... - [What are the top features to consider in ITSM platforms?](https://www.sysaid.com/blog/itsm/what-are-the-top-features-to-consider-in-itsm-platforms): Choosing an IT Service Management (ITSM) platform is one of the most critical decisions an IT leader can make. The... - [How to automate your IT service management – all you need to know](https://www.sysaid.com/blog/itsm/how-to-automate-your-it-service-management-all-you-need-to-know): “How can I automate our IT service processes effectively? ” This is the question on the mind of every IT... - [Enhancing efficiency and automation: harnessing AI for modern IT Service Management](https://www.sysaid.com/blog/itsm/enhancing-efficiency-and-automation-harnessing-ai-for-modern-it-service-management): As an IT leader or manager in a mid-sized company, you’re constantly fighting fires. It’s a never-ending cycle of manual... - [SysAid has signed the Cloud security Alliance’s AI Trustworthy Pledge](https://www.sysaid.com/blog/cloud/sysaid-has-signed-the-cloud-security-alliances-ai-trustworthy-pledge): AI is rapidly changing IT service management (ITSM)-but with innovation comes responsibility. For mid-market IT teams, the pressure is real:... - [How do I find software that automates our IT service desk tasks?](https://www.sysaid.com/blog/itsm/how-do-i-find-software-that-automates-our-it-service-desk-tasks): I know the grind of a busy it service desk all too well. Manual ticket triage, endless sorting and routing,... - [Top-Rated Help Desk & ITSM Software 2025](https://www.sysaid.com/blog/sysaid/sysaid-recognized-as-one-of-the-top-rated-help-desk-software-in-2025): We’re proud to share that SysAid has been honored with multiple recognitions from Gartner Digital Markets brands – Capterra, GetApp,... - [ITSM in 2025 – What You Need to Know](https://www.sysaid.com/blog/itsm/itsm-in-2025-what-you-need-to-know): IT and IT service management (ITSM) are facing their biggest transformation in decades, and at the center of it all... - [From feedback to fuel: building a real CX program in IT](https://www.sysaid.com/blog/uncategorized/from-feedback-to-fuel-building-a-real-cx-program-in-it): You’re sending out surveys. CSAT scores are coming in. Maybe you even have a dashboard tracking trends. But here’s the... - [Top 7 CEOs on Agentic AI: Insights from the Frontlines of Innovation](https://www.sysaid.com/blog/generative-ai/top-7-ceos-on-agentic-ai-insights-from-the-frontlines-of-innovation): Agentic AI is no longer an abstract concept being kicked around in think tanks. It’s actively reshaping how work gets... - [Agentic AI’s Relevance and Importance to ITSM](https://www.sysaid.com/blog/generative-ai/agentic-ai-in-itsm): In the last few years, the relevance and importance of artificial intelligence (AI) to IT service management (ITSM) capabilities have... - [How to Manage Change Effectively](https://www.sysaid.com/blog/itsm/how-to-manage-change-effectively): Change matters. And how your organization manages change matters, including the best practices for change management employed by your corporate... - [What are 5 Cybersecurity Measures for Service Desks?](https://www.sysaid.com/blog/service-desk/5-cybersecurity-measures-service-desks): Cybersecurity is now one of the most important areas of corporate technology focus. The five Cs of cybersecurity – change,... - [How to Leverage AI and Automation in IT Service Desks](https://www.sysaid.com/blog/generative-ai/how-to-leverage-ai-and-automation-in-it-service-desks): Much has been written about how artificial intelligence (AI) is currently transforming corporate IT service management (ITSM) capabilities. This includes... - [How to Improve Your Organization’s ITAM Maturity](https://www.sysaid.com/blog/asset-management/how-to-improve-your-organizations-itam-maturity): It’s time to talk about IT asset management (ITAM) maturity. Hopefully, your IT organization appreciates that ITAM is critical to... - [What is Agentic AI? Transforming ITSM Through Intelligent Automation](https://www.sysaid.com/blog/service-desk/what-is-agentic-ai-transforming-itsm-through-intelligent-automation): IT Service Management (ITSM) is becoming increasingly intricate as organizations grapple with accelerated digital transformation, growing system complexities, and rising... - [Transforming IT Operations with SysAid’s New UI](https://www.sysaid.com/blog/service-desk/sysaid-new-ui-transforming-operations): Corporate IT teams and their IT service management (ITSM) capabilities must deliver better IT support experiences to meet higher business... - [Better Business Through Better IT – The TigerFeet SysAid Story](https://www.sysaid.com/blog/service-desk/tigerfeet-sysaid-story): You might have heard the phrase, “Every company is a technology company, no matter what product or service it provides.... - [Why Winning the TMC 2024 Generative AI Product of the Year Award is Just the Start](https://www.sysaid.com/blog/sysaid/why-winning-the-tmc-2024-generative-ai-product-of-the-year-award-is-just-the-start): In Q4 2024, SysAid was again recognized for its innovation. This time, based on its investments in generative AI (GenAI)... - [Unlock Deeper Insights with SysAid Copilot](https://www.sysaid.com/blog/generative-ai/unlock-deeper-insights-sysaid-copilot): Businesses now expect more from their IT organizations, in part due to their greater reliance on technology. Consequently, your IT... - [Kicking off 2025: SysAid Wraps Up 2024 With Prestigious Recognitions from Gartner Digital Markets in 2024](https://www.sysaid.com/blog/service-desk/kicking-off-2025-sysaid-wraps-up-2024-with-prestigious-recognitions-from-gartner-digital-markets-in-2024): As we kick off 2025, we are thrilled to share that SysAid has earned multiple accolades from the Gartner Digital... - [What ITSM Professionals Need to Know About GenAI Capabilities](https://www.sysaid.com/blog/generative-ai/genai-capabilities-need-to-know): The IT service management (ITSM) world is consistently awash with trends related to new ITSM thinking and technology. Unfortunately, these... - [Streamline IT Operations and Optimize Resource Utilization with GenAI](https://www.sysaid.com/blog/generative-ai/streamline-it-operations-genai): The opportunity of generative artificial intelligence (GenAI) for IT service management (ITSM) brings many benefits. As with traditional automation, these... - [How Agentic AI is Transforming ITSM in 2026](https://www.sysaid.com/blog/itsm/how-agentic-ai-is-transforming-it-service-management): The world of IT Service Management (ITSM) is changing rapidly. For mid-market companies, this isn’t just an abstract trend—it’s a... - [Cybersecurity Considerations When Choosing ITSM](https://www.sysaid.com/blog/itsm/cybersecurity-considerations-when-choosing-itsm-a-deep-dive): IT Service Management (ITSM) platforms have become the backbone of modern organizations, streamlining operations, optimizing workflows, and ensuring seamless service... - [AI-Powered Asset Management: A Game-Changer for IT Departments](https://www.sysaid.com/blog/asset-management/ai-powered-asset-management-game-changer): Most IT organizations are under pressure to better meet business needs. This pressure can relate to increased service quality and... - [Transform Your Service Desk with a GenAI Chatbot for Agents](https://www.sysaid.com/blog/generative-ai/service-desk-genai-chatbot-for-agents): Much has been written about the opportunities of generative AI (GenAI) chatbots in an end-user context. Where the GenAI capabilities... - [Streamline IT Support with Image Analysis](https://www.sysaid.com/blog/generative-ai/sysaid-image-analysis): IT service management (ITSM) teams are under increasing pressure to meet growing end-user expectations of corporate IT support. As example... - [Why Multi-Channel IT Support is Essential in the GenAI Era](https://www.sysaid.com/blog/generative-ai/multi-channel-it-support-genai-era): A decade ago, the IT service management (ITSM) industry was awash with talk of the IT self-service portal being the... - [What’s the Difference Between AI and GenAI in the Context of ITSM?](https://www.sysaid.com/blog/generative-ai/difference-ai-genai): When considering adopting artificial intelligence (AI)-enabled capabilities in an IT service management (ITSM) context, it’s essential to appreciate the difference... - [10 Ways AI Improves IT Service Desk Operations and Outcomes](https://www.sysaid.com/blog/generative-ai/ai-improves-service-desk-operations): The last half decade has been notable for the blogs, presentations, and other sharing opportunities on how artificial intelligence (AI)... - [The Future of ITSM is AI: And It's Already Here](https://www.sysaid.com/blog/service-desk/ai-future-already-here): Artificial intelligence (AI) in IT service management (ITSM) has long been touted as the future of ITSM and the future... - [IT Pros Are Going All-In on Advanced AI for ITSM](https://www.sysaid.com/blog/itsm/it-pros-are-going-all-in-on-advanced-ai-for-itsm): IT service management (ITSM) tools are shaking things up. They’re getting smarter, fast. Think AI and GenAI – the new... - [IT Self-Service: Crash, Burn, and Comeback with GenAI](https://www.sysaid.com/blog/itsm/it-self-service-crash-burn-and-comeback-with-genai): IT self-service has always been the go-to for overworked service desks looking to better serve end-users. But let’s be honest,... - [Measuring Success in IT](https://www.sysaid.com/blog/itsm/measuring-success-it): It’s an issue nearly as old as corporate IT itself. How should an IT organization measure its success? Many IT... - [Why Your IT Service Desk Agents Need Copilots](https://www.sysaid.com/blog/itsm/service-desk-agents-copilots): If you’re new to Copilots, it might seem like an aviation term. There’s a connection, though – because an aircraft... - [Debunking Generative AI Myths in ITSM: It's Time to Rethink](https://www.sysaid.com/blog/generative-ai/debunking-generative-ai-myths-in-itsm-its-time-to-rethink): Gen AI is a trending topic, but many of us are still figuring out how it fits into our daily... - [Key Factors to Consider when Evaluating AI ITSM Solutions](https://www.sysaid.com/blog/itsm/evaluating-ai-in-itsm): So, your organization has realized that it needs a new IT service management (ITSM) solution. But what should it include... - [AI Chatbot for Microsoft Teams: ITSM Game-Changer](https://www.sysaid.com/blog/itsm/why-our-ai-chatbot-via-microsoft-teams-is-the-gamechanger): The way employees interact with IT support is due for a major overhaul. We’re talking about saying goodbye to those... - [Overcome Asset Warranty Chaos: 6 Best Practices for Effective Management](https://www.sysaid.com/blog/itsm/overcome-asset-warranty-chaos-6-best-practices-for-effective-management): Keeping your IT equipment running smoothly is crucial, and warranties are supposed to be your safety net. But between complex... - [Employee Experience is for IT Service Provider Staff, Too](https://www.sysaid.com/blog/itsm/employee-experience-is-for-it-service-provider-staff-too): There’s no escaping the continuing march of employee experience in IT. Over the last few years, most IT organizations have... - [How Does AI in ITSM Enhance Service Management?](https://www.sysaid.com/blog/generative-ai/ai-improves-itsm): There’s a lot of media hype around artificial intelligence (AI), especially on the back of the buzz created by generative... - [How Best to Sell Enterprise Service Management to Other Lines of Business](https://www.sysaid.com/blog/itsm/sell-enterprise-service-management-other-business): The IT service management (ITSM) world is always full of trends, and many take a long time to move from... - [Practical Business Use Cases for ESM](https://www.sysaid.com/blog/itsm/practical-business-use-cases-for-esm): While enterprise service management is frequently described as the extension of IT service management (ITSM) capabilities to other business function... - [Preparing IT Staff for AI Use](https://www.sysaid.com/blog/itsm/preparing-it-staff-for-ai-use): While there’s much IT service management (ITSM) focus on the technical skills required to introduce artificial intelligence (AI)-based capabilities, there’s... - [SysAid On-Prem Software CVE-2023-47246 Vulnerability](https://www.sysaid.com/blog/service-desk/on-premise-software-security-vulnerability-notification): Written by Sasha Shapirov CTO @ SysAid & Profero Incident Response Team On Nov 2nd, a potential vulnerability in our... - [Managing Healthcare Onboarding and Offboarding More Efficiently](https://www.sysaid.com/blog/service-desk/healthcare-onboarding-offboarding): If you think back to when you joined your Healthcare organization, you’ll probably remember the experience. It might have been... - [Automating Healthcare Workflows Using IT Practices to Improve Efficiency](https://www.sysaid.com/blog/service-desk/automating-healthcare-workflows): Healthcare organizations are not immune to the need to increase process efficiency, improve employee productivity, and reduce costs. According to... - [2024 ITSM Trends – “Do Existing Things Better”](https://www.sysaid.com/blog/itsm/itsm-trends-2024): As 2024 rapidly approaches, it’s worth considering what will change in the IT service management (ITSM) industry next year, i.... - [HIPAA and IT Asset Management in Healthcare](https://www.sysaid.com/blog/asset-management/hipaa-and-it-asset-management-in-healthcare): Do you want to know how IT best practices can help with your Healthcare regulatory challenges? Corporate IT asset management... - [ChatGPT in ITSM and ESM: Use Cases](https://www.sysaid.com/blog/itsm/chatgpt-in-itsm-and-esm): Right now, it’s hard not to notice the hype around corporate artificial intelligence (AI) use caused by ChatGPT, a generative... - [Considering Generative AI for ITSM? Here’s What You Need to Know](https://www.sysaid.com/blog/itsm/generative-ai-for-itsm): In the world of IT service management (ITSM), people are often keen to understand and potentially try out new technologies.... - [The Many AI-enabled Capabilities Available to ITSM and ESM](https://www.sysaid.com/blog/itsm/ai-enabled-capabilities-itsm): While many blogs talk about the opportunity of artificial intelligence (AI) and its benefits for IT service management (ITSM) and... - [What You Need to Know About Change Enablement](https://www.sysaid.com/blog/itsm/know-about-change-enablement): Change enablement is the practice that deals with IT change, transitioning new services or their supporting components into your production... - [Everything You Need to Know about Service Desk Metrics](https://www.sysaid.com/blog/service-desk/service-desk-metrics): When looking at service desk metrics, it’s good to start with your organization’s mission statement. An organization’s mission statement is... - [How to Increase Manufacturing Throughputs Thanks to Greater Equipment Uptime](https://www.sysaid.com/blog/itsm/how-to-increase-manufacturing-throughputs): Manufacturing operations can benefit from IT service management (ITSM) capabilities – from service management principles, through ITSM processes, to the... - [Why Your Modern ITSM Capabilities Need Better Knowledge Management](https://www.sysaid.com/blog/itsm/knowledge-management-capabilities): Knowledge management is a highly adopted IT service management (ITSM) process, or ITIL practice, that organizations continue to struggle with.... - [How Service Management Capabilities Will Reduce Your Manufacturing Operating Costs](https://www.sysaid.com/blog/itsm/service-management-manufacturing-operation-costs): Like many other businesses, manufacturing organizations constantly battle to reduce costs and improve margins and profitability. As part of this... - [Why and How 2023 Will Be an Interesting Year for ITSM](https://www.sysaid.com/blog/itsm/2023-interesting-year-itsm): Global business operations have changed significantly since 2020. Corporate IT organizations helped deliver this change and accordingly amended their IT... - [Getting Started with Continual Improvement](https://www.sysaid.com/blog/service-desk/getting-started-continual-improvement): Continual improvement is part of the service value ecosystem that improves service delivery and customer experience (CX) and is arguably... - [7 Key Steps for When Your IT Service Desk is Struggling  ](https://www.sysaid.com/blog/service-desk/service-desk-is-struggling): It’s not uncommon for IT service desks to be under pressure. Working in IT has always been fast-paced and challenging... - [The Future of IT Self-Service: Self-Resolving with Conversational Bots](https://www.sysaid.com/blog/itsm/self-service-conversational-bots): How many IT service management (ITSM) survey reports and blogs have you read that talk about the issues the IT... - [How SysAid manages agents behind restricted firewall rules with AWS IoT Core](https://www.sysaid.com/blog/sysaid-tech/how-sysaid-manages-agents-behind-restricted-firewall-rules-with-aws-iot-core): This blog post will outline how SysAid uses AWS IoT Core and the MQTT over WebSocket Secure communication protocol at... - [Prioritizing ITSM Improvements Based on Employee Experience Impact](https://www.sysaid.com/blog/itsm/prioritizing-itsm-improvements-employee-experience): Traditionally, efforts to improve IT service management (ITSM) practices was tied primarily to either objective maturity models, or where there’s... - [How an AI-enabled Service Desk Improves Employee Experience](https://www.sysaid.com/blog/itsm/how-an-ai-enabled-service-desk-improves-employee-experience): If you work (or have worked) on an IT service desk, you’ll have felt many of the pressures or challenges... - [How to Tell a Story That Pops](https://www.sysaid.com/blog/events-marketing/how-to-tell-a-story-that-pops): Back at my desk after a busy week in the UK at an industry tradeshow, it’s time to recap. In... - [Stop Wasting Time And Start TESTING](https://www.sysaid.com/blog/sysaid-tech/stop-wasting-time-and-start-testing): This is based on a talk given to SysAid R&D by Dr. Shmuel UrWe’ve all been there. Someone, a lecturer,... ## Resources - [The IT divide: what's separating the teams pulling ahead in 2026](https://www.sysaid.com/resources/virtual-events-and-webinars/the-it-divide-whats-separating-the-teams-pulling-ahead-in-2026): The IT admin's guide to workflow automation - [State of service management survey 2026](https://www.sysaid.com/resources/whitepapers/state-of-service-management-survey-2026): State of service management survey 2026 - [The 2026 IT Reality Check](https://www.sysaid.com/resources/virtual-events-and-webinars/the-2026-it-reality-check) - [MR. IT Ep. 1 | Agentic ITSM: The Paycheck Opportunity or the Complexity Trap?](https://www.sysaid.com/resources/podcasts/mr-it-ep-1-agentic-itsm-the-paycheck-opportunity-or-the-complexity-trap) - [SaaS License Management: Where is your SaaS budget going?](https://www.sysaid.com/resources/virtual-events-and-webinars/saas-license-management-where-is-your-saas-budget-going): The IT admin's guide to workflow automation - [AI or fall behind](https://www.sysaid.com/resources/whitepapers/the-2026-it-service-reality-check): The 2026 IT service reality check - [AI takes over ITSM](https://www.sysaid.com/resources/virtual-events-and-webinars/ai-takes-over-itsm) - [Remote support, simplified with SysAid and Splashtop](https://www.sysaid.com/resources/virtual-events-and-webinars/remote-support-simplified-with-sysaid-and-splashtop): The IT admin's guide to workflow automation - [The Reality of IT Today](https://www.sysaid.com/resources/ebooks/the-reality-of-it-today): The Seven Challenges Quietly Defining Modern IT Leadership - [Skip the pitch. See the product.](https://www.sysaid.com/resources/virtual-events-and-webinars/skip-the-pitch-see-the-product): Skip the pitch. See the product. - [Move to cloud](https://www.sysaid.com/resources/virtual-events-and-webinars/move-to-cloud): Move to SysAid Cloud: Why On-Prem is costing you more than you think - [IT Admin's Guide to AI Workflow Automation](https://www.sysaid.com/resources/virtual-events-and-webinars/the-it-admins-guide-to-workflow-automation): The IT admin's guide to workflow automation - [License Manager](https://www.sysaid.com/resources/virtual-events-and-webinars/license-manager): Unifying license control – introducing License Manager - [SMART 2025](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-2025): Agenda at a glance SMART lineup | Nov 13th - [2025 SysAid Annual Report](https://www.sysaid.com/resources/ebooks/2025-sysaid-annual-report): 2025 Mega-Trends Shaping the Future of IT Service Management - [Agentic AI & Responsible Adoption: Unveiling SysAid AI Agents](https://www.sysaid.com/resources/virtual-events-and-webinars/turbocharge-2025-with-agentic-ai-unveiling-sysaid-ai-agents): Built for your IT environment to proactively anticipate needs, make intelligent decisions, and take action, all while learning and adapting... - [How to Improve IT Support in Education](https://www.sysaid.com/resources/whitepapers/how-educational-institutions-can-improve-their-it-support) - [SMART 2024](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-2024): Get Ready to See the Next Gen of ITSM in Action - SMART'24 is Back! - [Top 5 IT Metrics You Must Track: A Practical Guide to Collecting, Analyzing, and Reporting with SysAid Analytics](https://www.sysaid.com/resources/virtual-events-and-webinars/top-5-it-metrics-you-must-track-a-practical-guide-with-sysaid-bi-analytics) - [Collaboration at the Service Desk Is Key, Not Compromise](https://www.sysaid.com/resources/videos/collaboration-at-the-service-desk-is-key-not-compromise-2) - [How SysAid Uses AI to Redefine IT Service Management](https://www.sysaid.com/resources/videos/how-sysaid-uses-ai-to-redefine-it-service-management) - [Empower your IT teams with AI and no-code tools!](https://www.sysaid.com/resources/videos/empower-your-it-teams-with-ai-and-no-code-tools) - [Gen AI Under The Hood: Lessons Learned From 7,000 Active SysAid Copilot Users](https://www.sysaid.com/resources/virtual-events-and-webinars/gen-ai-under-the-hood-lessons-learned-from-7000-active-sysaid-copilot-users) - [Stop Firefighting, Start Thriving: Mastering IT Service Desk Excellence with Gen AI](https://www.sysaid.com/resources/virtual-events-and-webinars/mastering-it-service-desk-excellence-with-gen-ai): Join our upcoming webinar to learn how SysAid Copilot's AI Chatbot for Agents can transform your IT service desk overnight. - [2024 ITSM Mega-Trends Report](https://www.sysaid.com/resources/ebooks/2024-sysaid-annual-report): Gen AI – it’s all anyone can talk about these days. But for IT leaders on the frontlines, the question... - [Mega Trends in ITSM](https://www.sysaid.com/resources/virtual-events-and-webinars/mega-trends-in-itsm): We'll discuss how organizations are adopting generative AI and the main challenges they face. - [Panel Discussion: The Impact of AI in Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/panel-discussion-the-impact-of-ai-in-service-management): Join us for this insightful webinar and discover how Gen AI within Microsoft Teams can revolutionize the service experiences you... - [Revolutionize IT Service with Gen AI in Teams](https://www.sysaid.com/resources/virtual-events-and-webinars/revolutionize-service-experiences-with-gen-ai-in-microsoft-teams): Join us for this insightful webinar and discover how Gen AI within Microsoft Teams can revolutionize the service experiences you... - [Product Roundup LIVE](https://www.sysaid.com/resources/virtual-events-and-webinars/product-roundup-live): Gain a 360° view look at next-generation AI features and more in our Product Roundup webinar - [Gen AI Strategies for Superior Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/gen-ai-strategies-copilot): Discover firsthand how generative AI can take your service management to new heights. - [Turbocharge 2024 with AI unveiling SysAid Copilot](https://www.sysaid.com/resources/virtual-events-and-webinars/turbocharge-2024-with-ai-unveiling-sysaid-copilot): Unleash AI-powered ITSM productivity in 2024 - [IT Onboarding Checklist](https://www.sysaid.com/resources/articles/it-onboarding-checklist): What is IT onboarding? IT onboarding is the strategic process of integrating new personnel into the corporate digital ecosystem. It... - [What’s the difference between a Help Desk and a Service Desk?](https://www.sysaid.com/resources/articles/whats-the-difference-between-a-help-desk-and-a-service-desk): What is a Service Desk? A service desk is a single point of contact within a company that manages IT... - [SMART'23 | Welcome to Day Two](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-welcome-to-day-two) - [SMART'23 | Welcome to SMART 2023](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-welcome-to-smart-2023) - [SMART'23 | A Time to Shine: SMART Awards & Winners Panel](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-a-time-to-shine-smart-awards-winners-panel) - [SMART'23 | Closing Keynote: The Big Bang - Generative AI and Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-closing-keynote-the-big-bang-generative-ai-and-service-management) - [SMART'23 | Keynote: Tales from the Wild West - Former CIA CISO Shares Some Stories](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-keynote-tales-from-the-wild-west-former-cia-ciso-shares-some-stories) - [SMART'23 | Case Study: Breaking Down Silos for Holistic Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-case-study-breaking-down-silos-for-holistic-service-management) - [SMART'23 | Case Study: A New Approach to IT Service in an Old City](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-case-study-a-new-approach-to-it-service-in-an-old-city) - [SMART'23 | Liberation: Putting AI to Work for Your Organization and Your People](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-liberation-putting-ai-to-work-for-your-organization-and-your-people) - [SMART'23 | Bringing IT All Together With One Integrated Service Desk](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-bringing-it-all-together-with-one-integrated-service-desk) - [SMART'23 | It’s All About Experience: How Generative AI Transforms Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/smart23-its-all-about-experience-how-generative-ai-transforms-service-management) - [How to Successfully Implement Service Desk Software](https://www.sysaid.com/resources/articles/how-to-successfully-implement-service-desk-software): Learn the necessary steps to successfully implement help desk software & their importance to help optimize your organization’s customer service... - [How to Successfully Implement Ticketing Software](https://www.sysaid.com/resources/articles/how-to-successfully-implement-ticketing-software): Learn how to successfully implement ticketing software throughout pre-implementation, ticketing software set up, & post ticketing software implementation. - [How to Successfully Implement Help Desk Software](https://www.sysaid.com/resources/articles/how-to-successfully-implement-help-desk-software): Learn the necessary steps to successfully implement help desk software & their importance to help optimize your organization’s customer service... - [How to Select a New Service Desk](https://www.sysaid.com/resources/articles/how-to-select-a-new-service-desk): Learn what you should consider before selecting a new service desk such as service desk features and options, service desk... - [Reach for the Cloud [Healthcare]](https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-healthcare): Fuel Healthcare Success: Overcoming HIPAA Compliance and Security Challenges - [How to Integrate IT Asset Management With Your Service Desk](https://www.sysaid.com/resources/articles/how-to-integrate-it-asset-management-with-your-service-desk): Learn how to integrate IT asset management (ITAM) softwares with your service desk to allow for a seamless integration while... - [How to Successfully Implement ITSM Software](https://www.sysaid.com/resources/articles/how-to-successfully-implement-itsm-software): Learn the steps you need to take to successfully implement ITSM software, streamline your IT processes and make the most... - [2023 State of Service Management Report](https://www.sysaid.com/resources/ebooks/2023-state-of-service-management-report): Knowing exactly where the IT world is headed in terms of budgets, challenges, and goals is like striking gold. Read... - [Reach for the Cloud [Public Sector]](https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-public): 2023 Data and actionable tips for safe and compliant cloud migration - [Reach for the Cloud [Manufacturing]](https://www.sysaid.com/resources/virtual-events-and-webinars/reach-for-the-cloud-manufacturing): AWS Best Practices & Expert Tips For the Manufacturing Sector - [Omni ISG unifies their IT with SysAid, boosting efficiency](https://www.sysaid.com/resources/video-testimonials/omni-isg-unifies-their-it-with-sysaid-boosting-efficieny) - [University of London Saves Big with SysAid](https://www.sysaid.com/resources/video-testimonials/university-of-london-saves-big-with-sysaid) - [The A&A Group Utilizes SysAid’s Workflows to Optimize Their Business](https://www.sysaid.com/resources/video-testimonials/the-aa-group-utilizes-sysaids-workflows-to-optimize-their-business) - [Priory Group's IT prioritizes flexibility and ease of use with SysAid](https://www.sysaid.com/resources/video-testimonials/priory-groups-it-prioritizes-flexibility-and-ease-of-use-with-sysaid) - [Barrachd Sets up Their End Users for Success with SysAid](https://www.sysaid.com/resources/video-testimonials/barrachd-sets-up-their-end-users-for-success-with-sysaid) - [Scope sees IT all with SysAid’s revolutionary Asset Management](https://www.sysaid.com/resources/video-testimonials/scope-sees-it-all-with-sysaids-revolutionary-asset-management) - [Scope’s budgeting is made easy with SysAid](https://www.sysaid.com/resources/video-testimonials/scopes-budgeting-is-made-easy-with-sysaid) - [Sense redefines what customizable IT means with SysAid](https://www.sysaid.com/resources/video-testimonials/sense-redifines-what-customizable-it-means-with-sysaid) - [Bacardi conquers business after applying SysAid’s IT principles](https://www.sysaid.com/resources/video-testimonials/bacardi-conquers-business-after-applying-sysaids-it-principles) - [Spectrum Health's IT Blossoms with SysAid's ITIL-Aligned Tools](https://www.sysaid.com/resources/video-testimonials/spectrum-healths-it-blossoms-with-sysaids-itil-aligned-tools) - [MobileEye streamlines IT processes with SysAid](https://www.sysaid.com/resources/video-testimonials/mobileeye-streamlines-it-processes-with-sysaid) - [SMART'22 | Digital Employee Experience: The Opportunity for IT to Transform How We Work](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-digital-employee-experience-the-opportunity-for-it-to-transform-how-we-work) - [SMART'22 | The Future of Cloud with AWS](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-the-future-of-cloud-with-aws) - [SMART'22 | Reimagining Employee Experience: SysAid for Teams](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-reimagining-employee-experience-sysaid-for-teams) - [SMART'22 | Awards Ceremony & Winners Panel Discussion](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-awards-ceremony-winners-panel-discussion) - [SMART'22 | ITIL 4 is not about changing what we do - it’s about changing how we do it](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-itil-4-is-not-about-changing-what-we-do-its-about-changing-how-we-do-it) - [SMART'22 | Opening and Welcome from SysAid CEO](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-opening-and-welcome-from-sysaid-ceo) - [SMART'22 | How Innovation in IT Translates into Real Impact](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-how-innovation-in-it-translates-into-real-impact) - [SMART'22 | A Word to Customers from SysAid CEO](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-a-word-to-customers-from-sysaid-ceo) - [SMART'22 | The Future of Service Management: A Tale of Two Futures](https://www.sysaid.com/resources/virtual-events-and-webinars/smart-22-the-future-of-service-management-a-tale-of-two-futures) - [The Ever Enjoyable Erik Snider](https://www.sysaid.com/resources/podcasts/the-ever-enjoyable-erik-snider) - [Launch Event: SysAid for Teams](https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-for-teams): Join us to hear SysAid’s CEO visionary keynote, an insightful customers panel, and a real talk on how to make... - [Employee Experience Through An ITSM Lens: What’s The Secret?](https://www.sysaid.com/resources/articles/employee-experience-through-an-itsm-lens-whats-the-secret): Learn what employee experience is, why it’s important, and how ITSM can help you to provide the ultimate employee experience. - [2022 State of Service Management](https://www.sysaid.com/resources/ebooks/2022-state-of-service-management-infographics): Get practical tips to inform your strategy and stay ahead of the ever-evolving IT field. - [The Complete Guide to Automated Chatbots for ITSM](https://www.sysaid.com/resources/articles/the-complete-guide-to-automated-chatbots-for-itsm): Automated chatbots are useful to increase sales, service productivity, and efficiency. But how do they relate to ITSM? Find out... - [What is ITSM](https://www.sysaid.com/resources/articles/what-is-itsm): IT Service Management (ITSM) is a process used to manage the activities involved in designing, creating, delivering, supporting & managing... - [2022 State Of Service Management](https://www.sysaid.com/resources/virtual-events-and-webinars/2022-state-of-service-management) - [Workflow Automation](https://www.sysaid.com/resources/articles/workflow-automation): Let us define what is Workflow Automation for you with definitions, examples, benefits, comparisons, and much more. Learn all you... - [SMART'21 | Is Service Automation the Future of ITSM?](https://www.sysaid.com/resources/virtual-events-and-webinars/is-service-automation-the-future-of-itsm) - [SMART'21 | Lessons Learned from Two Decades of Tool Implementation](https://www.sysaid.com/resources/virtual-events-and-webinars/lessons-learned-from-two-decades-of-tool-implementation) - [SMART'21 | Giving CPR Can Save Your IT & Business Health](https://www.sysaid.com/resources/virtual-events-and-webinars/giving-cpr-can-save-your-it-business-health) - [SMART'21 | Reimagining the Virtual Workplace](https://www.sysaid.com/resources/virtual-events-and-webinars/reimagining-the-virtual-workplace) - [SMART'21 | Case Study: Automating Staff Onboarding & Offboarding](https://www.sysaid.com/resources/virtual-events-and-webinars/case-study-automating-staff-onboarding-offboarding) - [SMART'21 | SysAid Workshop: Troubleshooting Your Asset Management](https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-workshop-troubleshooting-your-asset-management) - [SMART'21 | SysAid Workshop: How Do You Know You're Doing a Good Job?](https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-workshop-how-do-you-know-youre-doing-a-good-job) - [SMART'21 | SysAid SMART - It’s All About the Love!](https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-smart-its-all-about-the-love) - [SMART'21 | The Future Is Fast and Transformation Is Key](https://www.sysaid.com/resources/virtual-events-and-webinars/the-future-is-fast-and-transformation-is-key) - [SMART'21 | What Does It Mean to Be Employee-Centric in the Digital Workspace?](https://www.sysaid.com/resources/virtual-events-and-webinars/what-does-it-mean-to-be-employee-centric-in-the-digital-workspace) - [The Way & Where You Want IT. SysAid’s New Release](https://www.sysaid.com/resources/virtual-events-and-webinars/the-way-and-where-you-want-it-sysaids-new-release) - [Your Guide to building a Digital Workspace](https://www.sysaid.com/resources/virtual-events-and-webinars/your-guide-to-building-a-digital-workspace) - [The ‘New Normal’ Automation boom](https://www.sysaid.com/resources/virtual-events-and-webinars/the-new-normal-automation-boom) - [Jump-start your remote support](https://www.sysaid.com/resources/virtual-events-and-webinars/jump-start-your-remote-support) - [Creating amazing self-service experiences](https://www.sysaid.com/resources/virtual-events-and-webinars/creating-amazing-self-service-experiences) - [Reduce COVID-19 self-reporting burdens and compliance risk](https://www.sysaid.com/resources/virtual-events-and-webinars/reduce-covid-19-self-reporting-burdens-and-compliance-risk): WORKSHOP: I DIDN'T KNOW I CAN DO THAT - [Digital Workflows 201](https://www.sysaid.com/resources/virtual-events-and-webinars/digital-workflows-201): WORKSHOP: I DIDN'T KNOW I CAN DO THAT - [Get more visibility, make better decisions](https://www.sysaid.com/resources/virtual-events-and-webinars/get-more-visibility-make-better-decisions): WORKSHOP: I DIDN'T KNOW I CAN DO THAT - [Eliminate Complexities of Ticket Management with Built-In ITAM](https://www.sysaid.com/resources/virtual-events-and-webinars/eliminate-complexities-of-ticket-management-with-built-in-itam): WORKSHOP: I DIDN'T KNOW I CAN DO THAT - [Get Your Self-Service Charged Up!](https://www.sysaid.com/resources/virtual-events-and-webinars/get-your-self-service-charged-up): WORKSHOP: I DIDN'T KNOW I CAN DO THAT ## News - [SysAid Appoints Francis Li to Chief Revenue Officer as Growth Accelerates](https://www.sysaid.com/news/sysaid-appoints-francis-li-to-chief-revenue-officer-as-growth-accelerates) - [British Organisations Get Full Data Control as SysAid Opens UK Data Centre](https://www.sysaid.com/news/british-organisations-get-full-data-control-as-sysaid-opens-uk-data-centre) - [SysAid Announces Partnership with DataLunix to Bring AI-Native ITSM to the GCC](https://www.sysaid.com/news/sysaid-announces-partnership-with-datalunix-to-bring-ai-native-itsm-to-the-gcc) - [SysAid Named a 2026 Globee® Awards Winner for Artificial Intelligence](https://www.sysaid.com/news/sysaid-named-a-2026-globee-awards-winner-for-artificial-intelligence) - [SysAid Named Organization of the Year in the 2026 Excellence in Customer Service Awards](https://www.sysaid.com/news/sysaid-named-organization-of-the-year-in-the-2026-excellence-in-customer-service-awards) - [SysAid Wins 2026 AI Excellence Award for ITSM](https://www.sysaid.com/news/sysaid-wins-2026-business-intelligence-group-ai-excellence-award-for-ai-native-itsm) - [SysAid Announces Partnership with Splashtop to Enhance Secure Remote Support Within Its AI‑Native ITSM Platform](https://www.sysaid.com/news/sysaid-announces-partnership-with-splashtop-to-enhance-secure-remote-support-within-its-ai%e2%80%91native-itsm-platform) - [SysAid Named Innovative Brand of the Year 2026](https://www.sysaid.com/news/sysaid-named-an-innovative-brand-of-the-year-2026-by-the-silicon-review) - [SysAid Recognized with Two Stevie® Awards for Turning AI into Real Customer Impact and Service Excellence](https://www.sysaid.com/news/sysaid-recognized-with-two-stevie-awards-for-turning-ai-into-real-customer-impact-and-service-excellence) - [SysAid and SparkDynamic Consulting Join Forces to Establish Agentic ITSM Across Swiss Market](https://www.sysaid.com/news/sysaid-and-sparkdynamic-consulting-join-forces-to-establish-agentic-itsm-across-swiss-market) - [SysAid Recognized in The Conversational AI Platforms For Employee Services Landscape, Q1 2026 as Demand for AI-Driven Employee Services Accelerates](https://www.sysaid.com/news/sysaid-recognized-in-the-conversational-ai-platforms-for-employee-services-landscape-q1-2026-as-demand-for-ai-driven-employee-services-accelerates) - [SysAid Announces Sorgetech as 2025 Rising Star Partner of the Year in Inaugural Competition](https://www.sysaid.com/news/sysaid-announces-sorgetech-as-2025-rising-star-partner-of-the-year-in-inaugural-competition) - [SysAid Appoints Jason Schwartz as Chief Financial Officer to Fuel Next Phase of Growth](https://www.sysaid.com/news/sysaid-appoints-jason-schwartz-as-chief-financial-officer-to-fuel-next-phase-of-growth) - [SysAid Announces Major Enhancements to Its AI Agent Builder, Introducing Fully Agentic Coding](https://www.sysaid.com/news/sysaid-announces-major-enhancements-to-its-ai-agent-builder-introducing-fully-agentic-coding) - [SysAid’s AI Advantage Earns Continued Industry Recognition with 2025 Generative AI Expo Product of the Year Award](https://www.sysaid.com/news/sysaids-ai-advantage-earns-continued-industry-recognition-sysaid-ai-agents-agent-builder-recognized-for-industry-innovation-2025-generative-ai-expo-product-of-the-year-award) - [SysAid Recognized as one of the Emerging Leaders in the 2025 Gartner® Guide for Generative AI Knowledge Management Apps](https://www.sysaid.com/news/sysaid-recognized-as-one-of-the-emerging-leaders-in-the-2025-gartner-guide-for-generative-ai-knowledge-management-apps) - [SysAid Announces General Availability of License Manager, Empowering IT Teams with Complete Control and Visibility Over Software Usage](https://www.sysaid.com/news/sysaid-license-manager-general-availability-software-usage-visibility-control): Toronto, Canada – November 13, 2025 – SysAid, a leading provider of AI-first Enterprise and IT Service Management solutions, today... - [SysAid partners with Priceless Consulting to Bring AI-Powered ITSM Solutions to Portugal](https://www.sysaid.com/news/sysaid-partners-with-priceless-consulting-to-bring-ai-powered-itsm-solutions-to-portugal) - [SysAid AI and Workato Integrate to Power Productivity Through Intelligent Connected Workflows](https://www.sysaid.com/news/sysaid-ai-and-workato-integrate-to-power-productivity-through-intelligent-connected-workflows) - [SysAid Accelerates Global Expansion with EasyClic to Advance AI-Driven ITSM in Europe](https://www.sysaid.com/news/sysaid-accelerates-global-expansion-with-easyclic-to-advance-ai-driven-itsm-in-europe) - [SysAid Recognized in the 2025 Gartner® Magic QuadrantTM for AI Applications in IT Service Management](https://www.sysaid.com/news/sysaid-recognized-in-the-2025-gartner-magic-quadranttm-for-ai-applications-in-it-service-management): SysAid is one of 10 vendors included in the report, evaluated on Completeness of Vision and Ability to Execute - [SysAid Appoints Oded Karev as Head of Strategy, Partnerships, and Corporate Development to Drive Growth and Innovation, Signaling Bold Expansion Plan](https://www.sysaid.com/news/sysaid-appoints-oded-karev-as-head-of-strategy-partnerships-and-corporate-development-to-drive-growth-and-innovation-signaling-bold-expansion-plan) - [SysAid Wins TrustRadius 2025 Tech Cares Award](https://www.sysaid.com/news/trustradius-awards-sysaid-with-prestigious-2025-tech-cares-award) - [LOGON and SysAid Partner to Accelerate AI-First ITSM Adoption Across Asia](https://www.sysaid.com/news/logon-and-sysaid-partner-to-accelerate-ai-first-itsm-adoption-across-asia) - [SysAid Named a Strong Performer in 2025 Gartner® Peer Insights™ Voice of the Customer for Artificial Intelligence Applications in IT Service Management](https://www.sysaid.com/news/sysaid-named-a-strong-performer-in-2025-gartner-peer-insights-voice-of-the-customer-for-artificial-intelligence-applications-in-it-service-management) - [SysAid Wins AI Company of the Year at the 2025 Globee® Awards for Artificial Intelligence](https://www.sysaid.com/news/sysaid-wins-ai-company-of-the-year-at-the-2025-globee-awards-for-artificial-intelligence) - [SysAid Announces General Availability of Agentic AI Platform with AI Agents for ITSM — Easy to Use, Secure, and with Enterprise-Grade Capabilities](https://www.sysaid.com/news/sysaid-announces-general-availability-of-agentic-ai-platform-with-ai-agents-for-itsm-easy-to-use-secure-and-with-enterprise-grade-capabilities) - [SysAid Wins 2025 Stevie Awards for Sales & Customer Service Among Over 2,100 Nominations Across Industries](https://www.sysaid.com/news/sysaid-wins-2025-stevie-awards-customer-service) - [SysAid Enhances AI-Driven ITAM with Advanced Discovery, Powered by Partnership with Lansweeper](https://www.sysaid.com/news/sysaid-enhances-ai-driven-itam-with-advanced-discovery-powered-by-partnership-with-lansweeper) - [SysAid Copilot Customers Showcase Significant Productivity Gains with AI-Powered ITSM](https://www.sysaid.com/news/sysaid-copilot-customers-showcase-significant-productivity-gains-with-ai-powered-itsm): SysAid Recognized in 2025 Gartner® Innovation Guide for Generative AI Technologies - [SysAid Welcomes Softchoice as Partner to Deliver AI-Powered ITSM Solutions to Its Customers](https://www.sysaid.com/news/sysaid-welcomes-softchoice-as-partner-to-deliver-ai-powered-itsm-solutions-to-its-customers) - [SysAid Recognized as one of the Emerging Leaders in the 2024 Gartner® Innovation Guide for Generative AI Report Technologies](https://www.sysaid.com/news/sysaid-recognized-as-one-of-the-emerging-leaders-in-the-2024-gartner-innovation-guide-for-generative-ai-report-technologies) - [SysAid Copilot Named a Winner of the 2024 Generative AI Product of the Year Award](https://www.sysaid.com/news/sysaid-copilot-named-a-winner-of-the-2024-generative-ai-product-of-the-year-award) - [SysAid Now Available on AWS Marketplace, Extending Reach and Streamlining IT Procurement for Customers](https://www.sysaid.com/news/sysaid-now-available-on-aws-marketplace-extending-reach-and-streamlining-it-procurement-for-customers) - [SysAid is recognized as a Sample Vendor in the Gartner® Hype Cycle™ for IT Management Intelligence, 2024, and Gartner Hype Cycle for ITSM, 2024, in the Operations Assistant Category](https://www.sysaid.com/news/sysaid-is-recognized-as-a-sample-vendor-in-the-gartner-hype-cycle-for-it-management-intelligence-2024-and-gartner-hype-cycle-for-itsm-2024-in-the-operations-assistant-category) - [BDO South Africa Transitions to SysAid, Upgrading Its Legacy Enterprise Service Management Platform](https://www.sysaid.com/news/bdo-south-africa-transitions-to-sysaid-upgrading-its-legacy-enterprise-service-management-platform) - [SysAid Hits 100+ Customer Milestone for SysAid Copilot and Continues to Release Innovative Features Enhancing it’s Gen-AI Driven IT Service Management Offering](https://www.sysaid.com/news/sysaid-hits-100-customer-milestone-for-sysaid-copilot-and-continues-to-release-innovative-features-enhancing-its-gen-ai-driven-it-service-management-offering) - [TrustRadius Awards SysAid with Prestigious 2024 Tech Cares Award](https://www.sysaid.com/news/trustradius-awards-sysaid-with-prestgious-2024-tech-cares-award) - [From End Users to Agents: SysAid Continues to Innovate and Transform the IT Service Management Experience by Unveiling its AI Chatbot for Agents ](https://www.sysaid.com/news/from-end-users-to-agents-sysaid-continues-to-innovate-and-transform-the-it-service-management-experience-by-unveiling-its-ai-chatbot-for-agents) - [SysAid Strengthens Executive Team with Strategic Appointments: Paul Snelson as Senior Vice President of Sales and Nitai Fine as Vice President of Product](https://www.sysaid.com/news/sysaid-strengthens-executive-team-with-strategic-appointments-paul-snelson-as-senior-vice-president-of-sales-and-nitai-fine-as-vice-president-of-product) - [SysAid expands its global footprint, announcing a new strategic partnership with BDO in South Africa, bringing Generative AI-Powered ITSM to new regions](https://www.sysaid.com/news/sysaid-continues-to-expand-its-global-footprint-announcing-a-new-strategic-partnership-with-bdo-in-south-africa-bringing-generative-ai-powered-it-service-management-to-new-regions) - [SysAid Copilot, Enhanced with Gen- AI Powered Features, Gains Unparalleled Momentum, with Dozens of Deals Signed](https://www.sysaid.com/news/sysaid-copilot-enhanced-with-new-generative-ai-powered-features-fuels-unparalleled-business-momentum-with-dozens-of-signed-deals) - [SysAid expands globally with Hatchit Studios, bringing AI-powered ITSM to Australia & New Zealand](https://www.sysaid.com/news/sysaid-continues-to-expand-its-global-footprint-through-a-new-strategic-partnership-with-hatchit-studios-introducing-generative-ai-powered-it-service-management-to-the-australian-and-new-zealand-mark) - [New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management  ](https://www.sysaid.com/news/new-sysaid-copilot-counters-ineffective-chatbot-deployments-with-next-gen-generative-ai-powered-it-service-management) - [Consist and SysAid announce a new partnership bringing the power of advanced Generative AI-based IT Service Management to the DACH region](https://www.sysaid.com/news/consist-and-sysaid-announce-a-new-partnership-bringing-the-power-of-advanced-generative-ai-based-it-service-management-to-the-dach-region) - [TrustRadius Honors SysAid with Coveted 2023 Tech Cares Award](https://www.sysaid.com/news/trustradius-honors-sysaid-with-coveted-2023-tech-cares-award) - [SysAid Recognized by SIIA as Best IT Management Solution](https://www.sysaid.com/news/sysaid-recognized-by-siia-as-best-it-management-solution) - [SysAid Recognized in Enterprise Service Management Landscape, Q2 Report](https://www.sysaid.com/news/sysaid-recognized-in-enterprise-service-management-landscape-q2-report) - [SysAid appoints Avi Kedmi as new Chief Executive Officer](https://www.sysaid.com/news/sysaid-appoints-avi-kedmi-as-new-chief-executive-officer) - [SysAid is recognized as a 2023 Gartner Peer Insights™ Customers’ Choice for IT Service Management Platforms for Midsize Enterprise](https://www.sysaid.com/news/sysaid-is-recognized-as-a-2023-gartner-peer-insights-customers-choice-for-it-service-management-platforms-for-midsize-enterprise) - [SysAid Is Again Recognized in Gartner’s Magic Quadrant for IT Service Management Tools](https://www.sysaid.com/news/sysaid-is-again-recognized-in-gartners-magic-quadrant-for-it-service-management-tools) - [SysAid Joins AWS ISV Accelerate Program](https://www.sysaid.com/news/sysaid-joins-aws-isv-accelerate-program) - [SysAid Joins AWS ISV Workload Migration Program](https://www.sysaid.com/news/sysaid-joins-aws-isv-workload-migration-program) - [SysAid and Oomnitza Partner to Provide Customers with Insights and Management Across Enterprise Technology and Services](https://www.sysaid.com/news/sysaid-and-oomnitza-partner-to-provide-customers-with-insights-and-management-across-enterprise-technology-and-services) - [SysAid is recognized as a 2022 Gartner® Peer Insights™ Customers’ Choice for IT Service Management Tools](https://www.sysaid.com/news/sysaid-is-recognized-as-a-2022-gartner-peer-insights-customers-choice-for-it-service-management-tools) - [SysAid Report Finds Improving the Employee Experience as a Top ITSM Priority in 2022](https://www.sysaid.com/news/sysaid-report-finds-improving-the-employee-experience-as-a-top-itsm-priority-in-2022) - [SysAid Is Recognized in Gartner’s Magic Quadrant for IT Service Management Tools](https://www.sysaid.com/news/sysaid-is-recognized-in-gartners-magic-quadrant-for-it-service-management-tools) - [SysAid expands its global footprint by partnering with leading software resellers, bringing the digital workspace to companies of all sizes](https://www.sysaid.com/news/sysaid-expands-its-global-footprint-by-partnering-with-leading-software-resellers-bringing-the-digital-workspace-to-companies-of-all-sizes) - [Service automation takes over as top priority in 2021 for IT organizations, according to SysAid customer survey](https://www.sysaid.com/news/service-automation-takes-over-as-top-priority-in-2021-for-it-organizations-according-to-sysaid-customer-survey) - [SysAid Named Best Ticketing Software Company of 2021 by Digital.com](https://www.sysaid.com/news/sysaid-named-best-ticketing-software-company-of-2021-by-digital-com) - [SysAid Earns the 2020 Tech Cares Award From TrustRadius](https://www.sysaid.com/news/sysaid-earns-the-2020-tech-cares-award-from-trustradius) - [SysAid Launches Worksafe App to Reduce COVID-19 Self-Reporting Burdens and Compliance Risk as Employees Return to Work](https://www.sysaid.com/news/sysaid-launches-worksafe-app-to-reduce-covid-19-self-reporting-burdens-and-compliance-risk-as-employees-return-to-work) - [SysAid Wins SIIA Award for Best IT Management Solution](https://www.sysaid.com/news/sysaid-wins-siia-award-for-best-it-management-solution) - [SysAid Unveils Workflow Designer, the Easiest Way to Create, Share, and Optimize Digital Processes](https://www.sysaid.com/news/sysaid-unveils-workflow-designer-the-easiest-way-to-create-share-and-optimize-digital-processes) - [SysAid Launches Refreshed UI Designed to Accelerate Ticket Resolution](https://www.sysaid.com/news/sysaid-launches-refreshed-ui-designed-to-accelerate-ticket-resolution) - [SysAid Launches Partner Program to Meet Demand for a Comprehensive, Mid-Market ITSM Solution](https://www.sysaid.com/news/sysaid-launches-partner-program-to-meet-demand-for-a-comprehensive-mid-market-itsm-solution) - [Housing 21 and SysAid Win HDI Award for Advancing Elderly Care Across the UK](https://www.sysaid.com/news/housing-21-and-sysaid-win-hdi-award-for-advancing-elderly-care-across-the-uk) - [SysAid Ranks #1 in G2 Momentum Grid® for Service Desk](https://www.sysaid.com/news/sysaid-ranks-1-in-g2-momentum-grid-for-service-desk) - [SysAid Wins Gold Medal in IT Service Management from Info-Tech](https://www.sysaid.com/news/sysaid-wins-gold-medal-in-it-service-management-from-info-tech) - [SysAid Survey Reveals a Strong Correlation Between Appreciation and Wellbeing in ITSM Organizations](https://www.sysaid.com/news/sysaid-survey-reveals-a-strong-correlation-between-appreciation-and-wellbeing-in-itsm-organizations) - [SysAid announces $30 million investment to deepen its commitment to improving productivity of IT and operations in mid-market organizations](https://www.sysaid.com/news/sysaid-announces-30-million-investment-to-deepen-its-commitment-to-improving-productivity-of-it-and-operations-in-mid-market-organizations) - [SysAid Service Desk Ranks in Top 5 for Implementation and Ease-of-Use on G2 Crowd](https://www.sysaid.com/news/sysaid-service-desk-ranks-in-top-5-for-implementation-and-ease-of-use-on-g2-crowd) - [SysAid Recognized as a Leader in the Israel Tech Scene by G2 Crowd](https://www.sysaid.com/news/sysaid-recognized-as-a-leader-in-the-israel-tech-scene-by-g2-crowd) ## Success stories - [How Mitsubishi Electric cuts incidents by 12% with SysAid Spaces and Lansweeper Asset Discovery](https://www.sysaid.com/customers/how-mitsubishi-electric-cuts-incidents-by-12-with-sysaid-spaces-and-lansweeper-asset-discovery): Managing IT for a manufacturing site that produces air conditioning units and heat pumps means one thing: the lines can’t... - [Grand Traverse County Case Study](https://www.sysaid.com/customers/grand-traverse-county-case-study): Grand Traverse County elevates IT service with SysAid: Smarter license and asset management with AI-powered efficiency - [University at Albany](https://www.sysaid.com/customers/university-at-albany): In the education industry, they cut 66% less time monitoring issues by replacing unstructured email inquiries with SysAid’s student service... - [The Stevens Company Case Study](https://www.sysaid.com/customers/the-stevens-company-case-study): Modern and Agentic ITSM that is Simplistic and Powerful Made Easy by SysAid - [Temco Logistics Case Study](https://www.sysaid.com/customers/temco-logistics-case-study): AI at the Wheel: Temco’s AI Agents Put IT Power in the Hands of Every Driver - [Astral Case Study](https://www.sysaid.com/customers/astral-case-study-2): The Power Move That Helped Astral Cut Monitoring Billboard Downtime by 66% - [Bolton & Menk Case Study](https://www.sysaid.com/customers/bolton-menk-case-study): Scaling Smart: How Bolton & Menk Turned Rapid Growth Into IT Efficiency with SysAid Copilot - [Denova Collaborative Health Case Study](https://www.sysaid.com/customers/denova-collaborative-health-case-study): AI, the Human Way: How Denova is Building a Smarter and Secure Service Desk with SysAid AI Agents - [The Jewish Board Case Study](https://www.sysaid.com/customers/the-jewish-board-case-study): AI-Powered Support at Scale: The Jewish Board Adopts SysAid Copilot & Moves to Cloud - [Latinoamericana Seguros Case Study](https://www.sysaid.com/customers/latinoamericana-seguros-case-study): The Power Move That Helped Astral Cut Monitoring Billboard Downtime by 66% - [Community Health Connections Case Study](https://www.sysaid.com/customers/community-health-connections-case-study): Discover how CHC’s 4-person IT team supports 500+ staff with 95% portal adoption and saves 2 days per month using... - [Polar Beverages Case Study](https://www.sysaid.com/customers/polar-beverages-case-study): Polar Beverages saved 5 hours daily and boosted IT efficiency by 40% with SysAid’s automation and self-service portal. - [Survitec Case Study](https://www.sysaid.com/customers/survitec-case-study): Moved from ServiceNow from complexity to clarity. Survitec Simplified Global IT Support with SysAid Copilot and AI Agents. - [Mission Health Services Case Study](https://www.sysaid.com/customers/mission-health-services-case-study-90-percent-faster-resolution): Mission Health Services Transforms IT from Bottleneck to Business Enabler - [VINLEC Case Study](https://www.sysaid.com/customers/vinlec-case-study): Powering a Nation: How VINLEC Transformed IT with SysAid - [Sava Re Group Case Study](https://www.sysaid.com/customers/sava-re-case-study): 25% Faster Resolutions for Sava Re: Supporting 10,000 Users Across 6 Countries with SysAid - [Republic Bank of Ghana Case Study](https://www.sysaid.com/customers/republic-bank-of-ghana-case-study): SysAid Cuts Resolution Times by 90%: Reducing Manual Ticket Management from 2-3 Days to Just 2-3 Hours for Critical Issues... - [CYBEX Case Study](https://www.sysaid.com/customers/cybex-case-study): A Global IT Overhaul: How CYBEX Found Its Solution in SysAid - [Simbec-Orion Case Study](https://www.sysaid.com/customers/simbec-orion-case-study): Simbec-Orion Breaks Global IT Barriers and Scale With SysAid Copilot - [Cashco Financial Case Study](https://www.sysaid.com/customers/cashco-financial-case-study): Banking on Efficiency: How SysAid Streamlined Cashco Financial’s IT Operations - [Scotia Investments Case Study](https://www.sysaid.com/customers/scotia-investments-case-study): Scotia Investments Transitions to Smarter IT with SysAid AI Agents - [Great Plains Tribal Leaders' Health Board Case Study](https://www.sysaid.com/customers/great-plains-tribal-leaders-health-board-case-study): Co-Designing Success: How Great Plains Tribal Leaders’ Health Board Thrived with SysAid’s Phenomenal Support - [Dornan Engineering Case Study](https://www.sysaid.com/customers/dornan-engineering-case-study): Support That Clicks: SysAid’s Integration Powers Efficiency at Dornan Engineering - [UofL Health Case Study](https://www.sysaid.com/customers/uofl-health-case-study): Faster IT, Better Care: UofL Health’s SysAid Transformation - [Tisur Case Study](https://www.sysaid.com/customers/tisur-case-study): Smooth Sailing: How SysAid Keeps TISUR’s IT on Course - [Telesure Case Study](https://www.sysaid.com/customers/telesure-case-study): 95% SLA Compliance and 3+ Hours Saved Daily: How Telesure Transformed IT Support with SysAid - [DecoLegno Case Study](https://www.sysaid.com/customers/decolegno-case-study): Scaling Smart: DecoLegno Saves 2-3 Hours Daily with SysAid Copilot - [Limpopo Case Study](https://www.sysaid.com/customers/limpopo-case-study): From Tickets to Triumph: How SysAid Boosted University of Limpopo's IT Satisfaction to 97% - [SOHNER Case Study](https://www.sysaid.com/customers/sohner-case-study): 80% of tickets are submitted through the SysAid self-service portal. - [MICRODRONES Case Study](https://www.sysaid.com/customers/microdrones-case-study): SysAid reduced incidents, improved operations, and saved time for the global commercial drone company. - [Isratech Jamaica Limited Case Study](https://www.sysaid.com/customers/isratech-jamaica-limited-case-study): From Chaos to Efficiency: The SysAid Copilot Transformation. - [Tiger feet Case Study](https://www.sysaid.com/customers/tigerfeet-case-study): SysAid was chosen because it offered a complete package that simply worked better than other options. - [Queen's University Case Study](https://www.sysaid.com/customers/queens-university-case-study): More user friendly and more robust, SysAid was the obvious choice in a complex IT ecosystem that supports the educational... - [North York General Hospital Case Study](https://www.sysaid.com/customers/north-york-general-hospital-case-study): A proactive IS approach supported by SysAid saves North York General Hospital over CA$230,000 and returns 6,600 staff hours to... - [St George Case Study](https://www.sysaid.com/customers/st-george): Rapid growth, a patchwork of assets, and limited resources created complex IT service management challenges for St. George administrators. With... - [Mission Health Services Case Study](https://www.sysaid.com/customers/mission-health-services-case-study): Successful migration to Cloud helped Mission Health Services drop their MTTR by 10%, save 10-15 minutes per ticket and close... - [Actigraph Case Study](https://www.sysaid.com/customers/actigraph-case-study): ActiGraph chose SysAid for Teams as their primary IT ticketing solution, effectively minimizing the inefficiencies and burdens of tickets created... - [Lanseria: Transforming IT Service Management](https://www.sysaid.com/customers/lanseria-case-study): Successfully reduced MTTR from 25 days to just 2 and got record-high customer satisfaction by moving to the Cloud in... - [Centra Credit Union: IT Service Management Success](https://www.sysaid.com/customers/centra-credit-union): Reduction of 50% of all IT tickets that are created independently by employees. - [Tel-O-Fun Success Story](https://www.sysaid.com/customers/tel-o-fun): Continuous cooperation between Tel-O-Fun and SysAid quickly established maximum functionality. - [Research by EMA](https://www.sysaid.com/customers/research-by-ema): SysAid has Increased end-user responsiveness, and also improved EMA's asset and change management. - [Georgetown Law Success Story](https://www.sysaid.com/customers/georgetown-law): After selecting SysAid Cloud, Georgetown Law IT has increased customer satisfaction, streamlined processes and quickened service delivery for end users. - [David Lloyd Leisure: IT Service Desk Success](https://www.sysaid.com/customers/david-lloyd-leisure): Thanks to SysAid, 95% of IT tickets came through the Self-Service Portal. - [ORIOR Case Study](https://www.sysaid.com/customers/orior-case-study): Slashed ticket resolution times, saving an estimated 4 hours of handling time for each instance of on and offboarding alone. - [General Cable Success Story](https://www.sysaid.com/customers/general-cable-success-story): SysAid provided General Cable with a centralized system to manage our requests across the entire region - [Titan Lenders Success Story](https://www.sysaid.com/customers/titan-lenders): SysAid is much easier to implement, maintain, and use than other ITSM solutions. - [LAN Airlines Success Story](https://www.sysaid.com/customers/lan-airlines): We are now able to respond to X7 the volume of monthly incidents - [Haifa Municipality IT Success Story](https://www.sysaid.com/customers/haifa-municipality): Teacher's survey showed a significant increase in the level of satisfaction, with almost 80% of high satisfaction rate. - [Volksbank Triberg eG Success Story](https://www.sysaid.com/customers/volksbank): SysAid allows Volksbank to predict any detrimental impact on the bank’s network. - [BDO Casy Study](https://www.sysaid.com/customers/bdo-case-study): Reduced the time needed for exporting and configuring data for Power BI from 6 hours to a matter of minutes. - [Auxis Case Study](https://www.sysaid.com/customers/auxis-case-study): With SysAid’s easy-to-customize portal, Auxis ensured rapid client adoption, faster ROI, and increased customer satisfaction. - [St. Patricks Case Study](https://www.sysaid.com/customers/st-patricks-case-study): SysAid is crucial in improving patient safety and saving time at St. Patrick’s Mental Health Services. - [Spectrum Healthcare Partners Case Study](https://www.sysaid.com/customers/spectrum-healthcare-partners-case-study): IT support went from 500 outstanding tickets at any one time to just 70, with the mean time to resolve... - [Church Health Case Study](https://www.sysaid.com/customers/church-health-case-study): Church Health slashes ticket resolution time by 81%. - [The Guardian Case Study](https://www.sysaid.com/customers/the-guardian): Meeting daily deadlines for the world’s 3rd-largest English-language newspaper. - [City of Allen Case Study](https://www.sysaid.com/customers/city-of-allen-case-study): 84% fewer tickets created by IT staff after introduction of the self-service portal. - [BBAM Case Study](https://www.sysaid.com/customers/bbam-case-study): Originally taking up to a month, the process of onboarding has seen dramatic changes - to a total of one... - [University of Michigan Case Study](https://www.sysaid.com/customers/university-of-michigan-case-study): Automated ticket creation reduced time spent submitting tickets and service requests by 54%. - [Sintec Case Study](https://www.sysaid.com/customers/sintec-case-study): SysAid’s speed and accuracy help Sintec sell its business optimization services. - [Relay Case Study](https://www.sysaid.com/customers/relay-case-study): Mean time to resolution (MTTR) went from nearly 3 weeks to just a few hours. - [MMSD Case Study](https://www.sysaid.com/customers/mmsd-case-study): Transformation from manual to digital workflows saved time and streamlined processes. ## Glossaries - [Data Privacy in ITSM](https://www.sysaid.com/glossary/data-privacy-in-itsm): Learn how SysAid ensures data privacy in ITSM through secure AI, automation, and compliance with GDPR, HIPAA, ISO, and SOC... - [Proactive Problem Management with AI](https://www.sysaid.com/glossary/proactive-problem-management-with-ai): Proactive Problem Management with AI detects recurring issues early, speeds root cause analysis, and prevents incidents. Learn how SysAid makes... - [Predictive Analytics in ITSM](https://www.sysaid.com/glossary/predictive-analytics-in-itsm): Predictive Analytics in ITSM helps forecast demand, prevent incidents, and improve SLAs. See how SysAid turns insights into safe automation... - [AI Copilot for IT Service Desk](https://www.sysaid.com/glossary/ai-copilot-for-it-service-desk): Learn what AI Copilot for IT Service Desk means, how it works, and why it matters. Explore SysAid’s Copilot and... - [Natural Language Processing in ITSM](https://www.sysaid.com/glossary/natural-language-processing-in-itsm): Discover how Natural Language Processing in ITSM boosts automation & support efficiency. Learn how SysAid delivers NLP‑powered service management. - [Business Continuity Management](https://www.sysaid.com/glossary/business-continuity-management): Learn what Business Continuity Management (BCM) is, how it works, and why it matters—plus how SysAid helps you operationalize resilience - [Cloud Migration](https://www.sysaid.com/glossary/cloud-migration): Learn what cloud migration is, why it matters, and how ITSM teams benefit from moving to the cloud. See how... - [Conversational AI](https://www.sysaid.com/glossary/conversational-ai): Learn what Conversational AI is, how it works in ITSM, and why it’s key to efficiency and better employee experiences.... - [IT Compliance](https://www.sysaid.com/glossary/it-compliance): Learn what IT compliance is, how it impacts ITSM teams, and how SysAid helps automate controls, enforce policy, and simplify... - [Shadow IT](https://www.sysaid.com/glossary/shadow-it): Discover what shadow IT is, how it impacts service management, and how SysAid helps IT regain visibility, control, and compliance. - [Configuration Item](https://www.sysaid.com/glossary/configuration-item): Learn what configuration items (CIs) are, how they relate to ITSM and CMDBs, and how SysAid helps track and manage... - [hyperautomation](https://www.sysaid.com/glossary/hyperautomation): Learn what hyperautomation is and how it helps enterprises scale efficiency. Discover how SysAid supports workflow automation and governance at... - [IT Cost Optimization](https://www.sysaid.com/glossary/it-cost-optimization): Discover what IT cost optimization means, how it improves efficiency and budgeting, and how SysAid helps reduce waste and maximize... - [IT Governance](https://www.sysaid.com/glossary/it-governance): Learn how to operationalize IT governance within your service management strategy. Discover how SysAid supports policy enforcement and IT accountability. - [IT Operations Management](https://www.sysaid.com/glossary/it-operations-management): Discover what IT operations management means for service teams, and how SysAid automates daily tasks, access, and governance at scale. - [Service Request Management](https://www.sysaid.com/glossary/service-request-management): Learn what service request management is, how it fits into ITSM workflows, and how SysAid helps streamline request handling with... - [AI Incident Response](https://www.sysaid.com/glossary/ai-incident-response): Discover how AI Incident Response improves IT efficiency and automates issue resolution. Learn more with SysAid. - [AI Workflow Orchestration](https://www.sysaid.com/glossary/ai-workflow-orchestration): Learn how AI Workflow Orchestration streamlines IT operations and automates resolution processes. Discover SysAid's smart automation. - [Autonomous IT Operations](https://www.sysaid.com/glossary/autonomous-it-operations): Learn how Autonomous IT Operations use AI to self-heal, optimize, and reduce IT workloads. Discover SysAid’s automation-first approach today. - [Generative AI ITSM](https://www.sysaid.com/glossary/generative-ai-itsm): Discover how Generative AI transforms ITSM with cost savings, scalability, and better employee experiences. See SysAid’s GenAI in action. - [Request Fulfillment](https://www.sysaid.com/glossary/request-fulfillment): Learn how Request Fulfillment streamlines IT service delivery. See how SysAid automates requests for faster resolution and better employee experiences. - [AI (Artificial Intelligence)](https://www.sysaid.com/glossary/artificial-intelligence-2): AI (Artificial Intelligence) refers to the simulation of human intelligence in machines that are programmed to think, reason, and learn - [Gen-AI](https://www.sysaid.com/glossary/gen-ai): Generative AI is a type of artificial intelligence focused on creating new content or solutions based on patterns learned from... - [Agentic AI](https://www.sysaid.com/glossary/agentic-ai-2): AI stands for Artificial Intelligence. In the context of ITSM, AI refers to systems that mimic human cognitive functions to... - [Artificial Intelligence in ITSM](https://www.sysaid.com/glossary/artificial-intelligence-in-itsm): To use Artificial Intelligence in ITSM, organizations can integrate AI tools into their service management systems to automate tasks such... - [AI Agent](https://www.sysaid.com/glossary/agent-in-ai): An Agent in AI is an autonomous system designed to perform specific tasks using data and predefined rules. - [Monitoring](https://www.sysaid.com/glossary/monitoring-glossary): Monitoring involves continuously observing and tracking IT systems, applications, and services to ensure their proper functioning and performance. - [Data Management](https://www.sysaid.com/glossary/data-management): Data management involves the processes, policies, and technologies used to ensure the quality, integrity, and security of an organization's data. - [Rest API](https://www.sysaid.com/glossary/rest-api): A Representational State Transfer Application Programming Interface (REST API) is a set of rules and protocols that enable different software... - [Asset Discovery](https://www.sysaid.com/glossary/asset-discovery): Asset discovery refers to the process of identifying and cataloging all hardware and software assets within an organization's network. - [Asset Repository](https://www.sysaid.com/glossary/asset-repository): An asset repository is a centralized database or system used to store and manage information about an organization's IT assets. - [Asset Monitoring](https://www.sysaid.com/glossary/asset-monitoring): Asset monitoring involves continuously tracking the performance, health, and status of an organization's IT assets. - [TCO](https://www.sysaid.com/glossary/tco-total-cost-of-ownership): Total Cost of Ownership (TCO) refers to the comprehensive assessment of all costs associated with owning and using an IT... - [Sites](https://www.sysaid.com/glossary/sites): In IT, "sites" refer to physical locations, remote offices, or branches where an organization's IT infrastructure and services are deployed. - [Single](https://www.sysaid.com/glossary/single): In IT service management, "single team" and "multiple teams" refer to the organization of IT staff responsible for different tasks... - [SLM (Service Level Management)](https://www.sysaid.com/glossary/slm-service-level-management): Service Level Management (SLM) refers to the process of defining, monitoring, and maintaining agreed-upon service levels with customers or users. - [SLM (Software License Management)](https://www.sysaid.com/glossary/slm-software-license-management): Software License Management (SLM) involves tracking, managing, and optimizing an organization's software licenses to ensure compliance and cost-efficiency. - [Network Discovary](https://www.sysaid.com/glossary/network-discovary): Network discovery refers to the process of identifying and mapping devices, servers, and endpoints connected to an organization's network. - [Knowledge Management](https://www.sysaid.com/glossary/knowledge-management): Knowledge management involves capturing, organizing, and sharing information and expertise within an organization to improve decision-making and enhance problem-solving. - [Password Reset](https://www.sysaid.com/glossary/password-reset): Password reset refers to the process of changing or recovering a forgotten password for a user account in an organization's... - [Professional Services](https://www.sysaid.com/glossary/professional-services): Professional services refer to specialized expertise and support offered by professionals, consultants, or experts in various industries. - [Problem Management](https://www.sysaid.com/glossary/problem-management): Problem management involves identifying and addressing the root causes of recurring incidents to prevent them from happening in the future. - [Instances](https://www.sysaid.com/glossary/instances): Asset tracking is the process of monitoring an organization's physical assets to maintain accurate records of their location and status. - [IoT (Internet of Things)](https://www.sysaid.com/glossary/iot-internet-of-things): AI Service Management (AISM) is a cutting-edge approach to IT service management that leverages artificial intelligence (AI) technologies to enhance... - [What is BI Analytics (Business Intelligence)?](https://www.sysaid.com/glossary/bi-analytics-business-intelligence-analytics): Asset management refers to the process of tracking and managing an organization's physical and digital assets throughout their lifecycle. - [Green IT](https://www.sysaid.com/glossary/green-it): Green IT, also known as Green Information Technology or Green Computing, refers to the practice of adopting environmentally friendly approaches... - [Java](https://www.sysaid.com/glossary/java): Java is a versatile and widely used programming language known for its platform independence, robustness, and versatility in developing a... - [Quality Assurance](https://www.sysaid.com/glossary/quality-assurance-qa): Quality Assurance (QA) is a systematic approach and set of processes designed to ensure that products, services, and processes consistently... - [Unified Endpoint Management](https://www.sysaid.com/glossary/unified-endpoint-management): Unified Endpoint Management (UEM) refers to a comprehensive approach to managing and securing all endpoints in an organization, including devices,... - [XML](https://www.sysaid.com/glossary/extensible-markup-language): Asset inventory refers to the comprehensive record and management of an organization's physical and digital assets, including hardware, software, and... - [Yellow Screen of Death](https://www.sysaid.com/glossary/yellow-screen-of-death): The term "Yellow Screen of Death" refers to a software error screen that appears in certain applications, indicating a significant... - [Zero-Day Vulnerability](https://www.sysaid.com/glossary/zero-day-vulnerability): A "Zero-Day Vulnerability" refers to a critical security flaw in software, hardware, or systems that is exploited by cyber attackers... - [Hybrid and Composite Clouds](https://www.sysaid.com/glossary/hybrid-and-composite-clouds): Hybrid and composite clouds combine public and private cloud infrastructure to create a flexible and versatile cloud environment. - [Virtual Agent](https://www.sysaid.com/glossary/virtual-agent): A virtual agent, also known as a chatbot, is an artificial intelligence-driven software application designed to interact with users and... - [SaaS](https://www.sysaid.com/glossary/saas-software-as-a-service): SaaS, or Software as a Service, is a cloud computing model where software applications are hosted and provided over the... - [Routing Roles](https://www.sysaid.com/glossary/routing-roles): Routing roles in IT service management refer to defined roles responsible for directing and assigning tasks or issues to appropriate... - [Endpoint Management](https://www.sysaid.com/glossary/endpoint-management): Endpoint management refers to the process of centrally managing and securing end-user devices, such as computers, smartphones, and tablets, within... - [First Call Resolution](https://www.sysaid.com/glossary/first-call-resolution): First call resolution (FCR) is a key performance metric in IT service management that measures the percentage of incoming calls... - [On-Prem](https://www.sysaid.com/glossary/on-prem): On-Prem, short for on-premises, refers to software, applications, or systems that are deployed and maintained within an organization's physical infrastructure. - [Private Cloud](https://www.sysaid.com/glossary/private-cloud): A private cloud is a cloud computing environment that is dedicated to a single organization and is not shared with... - [Cloud Native Applications](https://www.sysaid.com/glossary/cloud-native-applications): Chatbots are AI-powered virtual assistants that use natural language processing to interact with users and provide automated support. - [IT Agent](https://www.sysaid.com/glossary/it-agent): In the field of IT service management, an "IT Agent" denotes an individual who assumes the crucial role of overseeing... - [Nodes](https://www.sysaid.com/glossary/nodes): In IT, "Nodes" typically refer to devices or components within a network, such as computers, servers, and network devices. - [Escalation Roles](https://www.sysaid.com/glossary/escalation-roles): Escalation roles in IT service management refer to predefined roles responsible for escalating unresolved or critical issues to higher-level support. - [Enterprise Service Management (ESM)](https://www.sysaid.com/glossary/enterprise-service-management-esm): Enterprise Service Management (ESM) is the practice of extending IT service management principles and practices to other business departments beyond... - [Email Notifications](https://www.sysaid.com/glossary/email-notifications): Email notifications in IT service management refer to automated messages sent via email to users, technicians, or stakeholders to provide... - [SLA Management](https://www.sysaid.com/glossary/sla-management): SLA management involves the monitoring and enforcement of service level agreements to ensure that service commitments are met. - [Software Asset Management](https://www.sysaid.com/glossary/software-asset-management): Software Asset Management (SAM) is a strategic approach to managing and optimizing an organization's software assets throughout their lifecycle. - [Ticketing Software](https://www.sysaid.com/glossary/ticketing-software): Ticketing software refers to specialized applications or platforms that automate the management and tracking of service tickets, facilitating efficient IT... - [Ticketing System](https://www.sysaid.com/glossary/ticketing-system): A ticketing system is a centralized platform that facilitates the management and tracking of support tickets or service requests. - [Workflow Automation](https://www.sysaid.com/glossary/workflow-automation): Workflow automation refers to the use of technology to streamline and automate repetitive tasks and processes within an organization, improving... - [Workflow Automation Software](https://www.sysaid.com/glossary/workflow-automation-software): Discover the power of Workflow Automation software to streamline business processes, execute workflows, and boost efficiency. - [ITIL 4 Change Enablement](https://www.sysaid.com/glossary/itil-4-change-enablement): ITIL 4 change enablement is a practice within the ITIL framework that focuses on managing changes to IT services to... - [Incident Management](https://www.sysaid.com/glossary/incident-management): Incident management is the structured process of identifying, managing, and resolving disruptions to IT services to minimize their impact on... - [Management Software](https://www.sysaid.com/glossary/management-software): Management software refers to a category of tools designed to streamline and automate various management tasks, such as project management,... - [Network Monitoring](https://www.sysaid.com/glossary/network-monitoring): Network monitoring is the process of observing and analyzing the performance and health of a computer network. - [Patch Management](https://www.sysaid.com/glossary/patch-management): Patch management is the process of acquiring, testing, and deploying software updates or patches to fix vulnerabilities and improve system... - [Remote Control](https://www.sysaid.com/glossary/remote-control): Remote control, in the IT context, refers to the ability to access and control a computer or device from a... - [Self-Service Portal](https://www.sysaid.com/glossary/self-service-portal): A self-service portal is a web-based interface that allows users to find information, request services, and resolve issues independently. - [Ticket Management](https://www.sysaid.com/glossary/ticket-management): Ticket management refers to the process of receiving, logging, categorizing, and resolving IT service requests or incidents. - [Help Desk Ticketing Software](https://www.sysaid.com/glossary/help-desk-ticketing-software): Help desk ticketing software is a system that allows organizations to receive, manage, and resolve support tickets and service requests... - [Inventory](https://www.sysaid.com/glossary/inventory): Inventory, in the context of IT management, refers to the complete list of hardware, software, and other technology assets owned... - [Inventory Control Software](https://www.sysaid.com/glossary/inventory-control-software): Inventory control software is a specialized tool that enables organizations to efficiently manage and optimize their inventory levels and stock. - [ITAM: IT Asset Management Key Concepts Explained](https://www.sysaid.com/glossary/it-asset-management-itam): IT Asset Management (ITAM) refers to the process of tracking and managing an organization's IT assets, including hardware, software, licenses,... - [IT Professionals](https://www.sysaid.com/glossary/it-professionals): IT professionals refer to individuals who possess specialized skills and knowledge in Information Technology and provide technical expertise to organizations. - [IT Self-Service](https://www.sysaid.com/glossary/it-self-service): IT Self-Service refers to a system that allows users to find information, request services, and resolve IT issues on their... - [ITIL](https://www.sysaid.com/glossary/itil-information-technology-infrastructure-library): ITIL (Information Technology Infrastructure Library) is a framework that provides best practices for IT service management to align IT services... - [ITSM (IT Service Management)](https://www.sysaid.com/glossary/itsm-it-service-management): ITSM (IT Service Management) refers to a strategic approach for designing, delivering, managing, and improving IT services to meet business... - [ITSM AI](https://www.sysaid.com/glossary/itsm-ai): ITSM AI (IT Service Management Artificial Intelligence) refers to the integration of artificial intelligence and machine learning technologies into IT... - [ITSM Cloud Solution](https://www.sysaid.com/glossary/itsm-cloud-solution): An ITSM Cloud Solution refers to a cloud-based service management platform that enables organizations to manage their IT services efficiently. - [MDM System](https://www.sysaid.com/glossary/mdm-system-mobile-device-management-system): A Mobile Device Management System (MDM) is a solution that allows organizations to manage and secure mobile devices used by... - [MSP](https://www.sysaid.com/glossary/msp-managed-service-provider): A Managed Service Provider (MSP) is a company or organization that offers IT services and support to other businesses on... - [MTTR](https://www.sysaid.com/glossary/mttr-mean-time-to-resolution): MTTR (Mean Time To Resolution) is a key performance indicator (KPI) used to measure the average time it takes to... - [Server Inventory Software](https://www.sysaid.com/glossary/server-inventory-software): Server inventory software is a tool that helps organizations keep track of their server hardware and software components. - [Service Catalog](https://www.sysaid.com/glossary/service-catalog): A service catalog is a centralized and structured list of IT services offered by an organization to its users and... - [Service Desk](https://www.sysaid.com/glossary/service-desk): The service desk is the central point of contact within an organization for users seeking IT support and assistance. - [Service Level Agreement](https://www.sysaid.com/glossary/service-level-agreement-sla): A service level agreement (SLA) is a formal agreement between a service provider and a customer that outlines the expected... - [Service Orchestration](https://www.sysaid.com/glossary/service-orchestration): Service orchestration refers to the automated coordination and execution of various IT tasks and processes to deliver seamless and efficient... - [Help Desk Software Solution](https://www.sysaid.com/glossary/help-desk-software-solution): A help desk software solution is an integrated platform that allows organizations to manage, track, and resolve customer inquiries, IT... - [Incident](https://www.sysaid.com/glossary/incident): An incident refers to any unexpected disruption, deviation, or event that impacts an organization's normal operation and requires immediate attention. - [Knowledge Base](https://www.sysaid.com/glossary/knowledge-base): A knowledge base is a centralized repository of information that provides users with a collection of articles, guides, and solutions... ## Marketplaces - [Splashtop](https://www.sysaid.com/it-service-management-software/marketplace/splashtop) - [ilert](https://www.sysaid.com/it-service-management-software/marketplace/ilert) - [Integrate with 600+ community connectors](https://www.sysaid.com/it-service-management-software/marketplace/community-connectors) - [SSO Connector](https://www.sysaid.com/it-service-management-software/marketplace/sso-connector) - [Active Directory](https://www.sysaid.com/it-service-management-software/marketplace/active-directory) - [RegOnline® by Lanyon](https://www.sysaid.com/it-service-management-software/marketplace/regonline-by-lanyon) - [Adobe Experience Manager](https://www.sysaid.com/it-service-management-software/marketplace/adobe-experience-manager) - [ADP Workforce Now](https://www.sysaid.com/it-service-management-software/marketplace/adp-workforce-now) - [Airbrake](https://www.sysaid.com/it-service-management-software/marketplace/airbrake) - [AirREGI](https://www.sysaid.com/it-service-management-software/marketplace/airregi) - [Airtable](https://www.sysaid.com/it-service-management-software/marketplace/airtable) - [Amazon Lex](https://www.sysaid.com/it-service-management-software/marketplace/amazon-lex) - [Amazon S3](https://www.sysaid.com/it-service-management-software/marketplace/amazon-s3-2) - [Amazon S3 secondary](https://www.sysaid.com/it-service-management-software/marketplace/amazon-s3-secondary) - [Amazon SES](https://www.sysaid.com/it-service-management-software/marketplace/amazon-ses) - [AMcards](https://www.sysaid.com/it-service-management-software/marketplace/amcards) - [Anaplan](https://www.sysaid.com/it-service-management-software/marketplace/anaplan) - [Google Dialogflow](https://www.sysaid.com/it-service-management-software/marketplace/google-dialogflow) - [Apttus](https://www.sysaid.com/it-service-management-software/marketplace/apttus) - [Apttus Intelligent Cloud](https://www.sysaid.com/it-service-management-software/marketplace/apttus-intelligent-cloud) - [Ariba](https://www.sysaid.com/it-service-management-software/marketplace/ariba) - [AscentERP](https://www.sysaid.com/it-service-management-software/marketplace/ascenterp) - [Amazon Cognito](https://www.sysaid.com/it-service-management-software/marketplace/amazon-cognito) - [AWS Lambda](https://www.sysaid.com/it-service-management-software/marketplace/aws-lambda) - [Amazon SNS](https://www.sysaid.com/it-service-management-software/marketplace/amazon-sns) - [Amazon SQS](https://www.sysaid.com/it-service-management-software/marketplace/amazon-sqs) - [Azure Blob Storage](https://www.sysaid.com/it-service-management-software/marketplace/azure-blob-storage) - [Azure Blob Storage secondary](https://www.sysaid.com/it-service-management-software/marketplace/azure-blob-storage-secondary) - [Azure Key Vault](https://www.sysaid.com/it-service-management-software/marketplace/azure-key-vault) - [Azure Monitor](https://www.sysaid.com/it-service-management-software/marketplace/azure-monitor) - [Azure OpenAI](https://www.sysaid.com/it-service-management-software/marketplace/azure-openai) - [BambooHR](https://www.sysaid.com/it-service-management-software/marketplace/bamboohr) - [Basecamp 2](https://www.sysaid.com/it-service-management-software/marketplace/basecamp-2) - [Bigtincan](https://www.sysaid.com/it-service-management-software/marketplace/bigtincan) - [BILL](https://www.sysaid.com/it-service-management-software/marketplace/bill) - [BIM 360](https://www.sysaid.com/it-service-management-software/marketplace/bim-360) - [Bitbucket](https://www.sysaid.com/it-service-management-software/marketplace/bitbucket) - [Box](https://www.sysaid.com/it-service-management-software/marketplace/box) - [BrickFTP](https://www.sysaid.com/it-service-management-software/marketplace/brickftp) - [Bynder](https://www.sysaid.com/it-service-management-software/marketplace/bynder) - [Capsule CRM](https://www.sysaid.com/it-service-management-software/marketplace/capsule-crm) - [Celonis](https://www.sysaid.com/it-service-management-software/marketplace/celonis) - [Maxio](https://www.sysaid.com/it-service-management-software/marketplace/maxio) - [Cisco Webex Teams](https://www.sysaid.com/it-service-management-software/marketplace/cisco-webex-teams) - [Clearbit](https://www.sysaid.com/it-service-management-software/marketplace/clearbit) - [Scheduler by Workato](https://www.sysaid.com/it-service-management-software/marketplace/scheduler-by-workato) - [Cloud Watch](https://www.sysaid.com/it-service-management-software/marketplace/cloud-watch) - [Codeship](https://www.sysaid.com/it-service-management-software/marketplace/codeship) - [SAP Concur](https://www.sysaid.com/it-service-management-software/marketplace/sap-concur) - [Confluence](https://www.sysaid.com/it-service-management-software/marketplace/confluence) - [Confluence secondary](https://www.sysaid.com/it-service-management-software/marketplace/confluence-secondary) - [Confluent Cloud](https://www.sysaid.com/it-service-management-software/marketplace/confluent-cloud) - [4me](https://www.sysaid.com/it-service-management-software/marketplace/4me) - [Coupa](https://www.sysaid.com/it-service-management-software/marketplace/coupa) - [CSV tools by Workato](https://www.sysaid.com/it-service-management-software/marketplace/csv-tools-by-workato) - [cXML](https://www.sysaid.com/it-service-management-software/marketplace/cxml) - [Cyberark Conjur](https://www.sysaid.com/it-service-management-software/marketplace/cyberark-conjur) - [Databricks](https://www.sysaid.com/it-service-management-software/marketplace/databricks) - [IBM Db2](https://www.sysaid.com/it-service-management-software/marketplace/ibm-db2) - [Deputy](https://www.sysaid.com/it-service-management-software/marketplace/deputy) - [docparser](https://www.sysaid.com/it-service-management-software/marketplace/docparser) - [Dropbox](https://www.sysaid.com/it-service-management-software/marketplace/dropbox) - [EDI tools by Workato](https://www.sysaid.com/it-service-management-software/marketplace/edi-tools-by-workato) - [Egnyte](https://www.sysaid.com/it-service-management-software/marketplace/egnyte) - [Eloqua](https://www.sysaid.com/it-service-management-software/marketplace/eloqua) - [Email by Workato](https://www.sysaid.com/it-service-management-software/marketplace/email-by-workato) - [eTapestry](https://www.sysaid.com/it-service-management-software/marketplace/etapestry) - [Eventbrite](https://www.sysaid.com/it-service-management-software/marketplace/eventbrite) - [everydayhero](https://www.sysaid.com/it-service-management-software/marketplace/everydayhero) - [Excel](https://www.sysaid.com/it-service-management-software/marketplace/excel-2) - [Expensify](https://www.sysaid.com/it-service-management-software/marketplace/expensify) - [Facebook](https://www.sysaid.com/it-service-management-software/marketplace/facebook) - [Facebook Lead Ads](https://www.sysaid.com/it-service-management-software/marketplace/facebook-lead-ads) - [Fairsail](https://www.sysaid.com/it-service-management-software/marketplace/fairsail) - [Feedly](https://www.sysaid.com/it-service-management-software/marketplace/feedly) - [File tools by Workato](https://www.sysaid.com/it-service-management-software/marketplace/file-tools-by-workato) - [FinancialForce](https://www.sysaid.com/it-service-management-software/marketplace/financialforce) - [Force.com](https://www.sysaid.com/it-service-management-software/marketplace/force-com) - [FreshBooks](https://www.sysaid.com/it-service-management-software/marketplace/freshbooks) - [Freshdesk](https://www.sysaid.com/it-service-management-software/marketplace/freshdesk) - [FTP/FTPS](https://www.sysaid.com/it-service-management-software/marketplace/ftp-ftps) - [FTP/FTPS secondary](https://www.sysaid.com/it-service-management-software/marketplace/ftp-ftps-secondary) - [FullContact](https://www.sysaid.com/it-service-management-software/marketplace/fullcontact) - [Funraise](https://www.sysaid.com/it-service-management-software/marketplace/funraise) - [GitHub](https://www.sysaid.com/it-service-management-software/marketplace/github) - [Gmail](https://www.sysaid.com/it-service-management-software/marketplace/gmail) - [Gong.io](https://www.sysaid.com/it-service-management-software/marketplace/gong-io) - [Google BigQuery](https://www.sysaid.com/it-service-management-software/marketplace/google-bigquery) - [Google Cloud Storage](https://www.sysaid.com/it-service-management-software/marketplace/google-cloud-storage) - [Google Contacts](https://www.sysaid.com/it-service-management-software/marketplace/google-contacts) - [Google Drive](https://www.sysaid.com/it-service-management-software/marketplace/google-drive) - [Google People](https://www.sysaid.com/it-service-management-software/marketplace/google-people) - [Google Sheets](https://www.sysaid.com/it-service-management-software/marketplace/google-sheets) - [Google Speech to Text](https://www.sysaid.com/it-service-management-software/marketplace/google-speech-to-text) - [Google Text to Speech](https://www.sysaid.com/it-service-management-software/marketplace/google-text-to-speech) - [Google Translate](https://www.sysaid.com/it-service-management-software/marketplace/google-translate) - [Google Vision](https://www.sysaid.com/it-service-management-software/marketplace/google-vision) - [Google Workspace](https://www.sysaid.com/it-service-management-software/marketplace/google-workspace) - [Goombal](https://www.sysaid.com/it-service-management-software/marketplace/goombal) - [GotoWebinar](https://www.sysaid.com/it-service-management-software/marketplace/gotowebinar) - [Charts by Workato](https://www.sysaid.com/it-service-management-software/marketplace/charts-by-workato) ## Competitors - [SysAid vs HaloITSM: ITSM Comparison](https://www.sysaid.com/compare-service-desk/sysaid-vs-haloitsm) - [Jira](https://www.sysaid.com/compare-service-desk/jira-service-desk-alternative): Looking for a cost-effective ITSM with free implementation and better support? - [Freshservice](https://www.sysaid.com/compare-service-desk/freshservice-alternative): Looking for a cost-effective ITSM with free implementation and better support? - [ManageEngine ServiceDesk Plus](https://www.sysaid.com/compare-service-desk/manageengine-servicedesk-plus-alternative): Searching for a Service Desk with high-level functionalities and a dedicated customer support team? Get SysAid - [ServiceNow ITSM](https://www.sysaid.com/compare-service-desk/servicenow-itsm-alternative): Want to reduce the complexity, and rising costs? See how SysAid outranks ServiceNow ITSM! - [SysAid vs TeamDynamix: In-Depth Comparison](https://www.sysaid.com/compare-service-desk/teamdynamix): Struggling with the complexity, inflexibility, and rising costs? - [Service Now](https://www.sysaid.com/compare-service-desk/service-now): Frustrated with the product complexity and lack of support you’re getting? - [Freshservice-t](https://www.sysaid.com/compare-service-desk/freshservice-t): Looking a solution that offers reliable support without limiting your customization options? Discover how SysAid outranks Freshservice! - [GoTo Resolve](https://www.sysaid.com/compare-service-desk/goto-resolve-alternative): Need a cost-effective ITSM with high-quality support? Get SysAid! - [Cherwell](https://www.sysaid.com/compare-service-desk/cherwell-service-management-alternative): Frustrated with purchasing an expensive solution and it taking multiple months to implement the basics? - [ConnectWise](https://www.sysaid.com/compare-service-desk/connectwise-psa-alternative): Frustrated with the product complexity and lack of support you’re getting? - [Jira Service Desk](https://www.sysaid.com/compare-service-desk/jira-service-desk): Why use a tool that limits your customization capabilities? - [ConnectWise](https://www.sysaid.com/compare-service-desk/connectwise-manage): Struggling with the complexity, inflexibility, and rising costs? - [OTRS](https://www.sysaid.com/compare-service-desk/otrs-alternative): Is OTRS a safe pair of hands? Do you know what their product roadmap looks like? - [Track-It](https://www.sysaid.com/compare-service-desk/track-it-alternative): Struggling with a complex solution, and waiting too long to see your ROI? - [TOPdesk](https://www.sysaid.com/compare-service-desk/topdesk-alternative): Do you wish you could free up your team’s time and automate the manual, repetitive service desk tasks? - [BMC Helix ITSM](https://www.sysaid.com/compare-service-desk/bmc-helix-itsm-alternative): Frustrated with the product complexity and lack of support you’re getting? - [Micro Focus SMAX](https://www.sysaid.com/compare-service-desk/smax-alternative): Are you getting value on your investment? - [Spiceworks](https://www.sysaid.com/compare-service-desk/spiceworks-help-desk-alternative): Do you want to slash the time it takes to resolve tickets? - [Ivanti Neurons](https://www.sysaid.com/compare-service-desk/ivanti-neurons-alternative): Frustrated with purchasing an expensive solution and it taking multiple months to implement the basics? - [BMC Remedy](https://www.sysaid.com/compare-service-desk/bmc-remedy-alternative): Why should it take many months to go-live? - [Ivanti Neurons](https://www.sysaid.com/compare-service-desk/ivanti-service-manager-alternative): Why choose a solution with limited functionality and poor support? - [SolarWinds Service Desk](https://www.sysaid.com/compare-service-desk/solarwinds-service-desk-alternative): Why choose a tool that lacks flexibility, has poor reporting and has limited customization options? - [Zendesk](https://www.sysaid.com/compare-service-desk/zendesk-alternative): Does it take too long to build reports and analyze your team’s performance? It's time for a change. ## Newsletters - [2026 July](https://www.sysaid.com/company/newsletter/july-2026): Welcome to SysAid’s July product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign... - [2026 May](https://www.sysaid.com/company/newsletter/may-2026): Welcome to SysAid’s May product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign... - [2026 April](https://www.sysaid.com/company/newsletter/april-2026): Welcome to SysAid’s April product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign... - [2026 March](https://www.sysaid.com/company/newsletter/march-2026): Welcome to SysAid’s March product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign... - [2026 January](https://www.sysaid.com/company/newsletter/january-2026): Welcome to SysAid’s January product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign... - [2025 December](https://www.sysaid.com/company/newsletter/december-2025): Welcome to SysAid’s December product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign... - [2025 November](https://www.sysaid.com/company/newsletter/november-2025): Welcome to SysAid’s November product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign... - [2025 October](https://www.sysaid.com/company/newsletter/october-2025): Welcome to the October edition of SysAid product updates! Check out the latest features, all in one place, to keep... - [2025 September](https://www.sysaid.com/company/newsletter/september-2025): Welcome to the September edition of SysAid Product Updates! Check out the latest features all in one place, to keep... - [2025 August](https://www.sysaid.com/company/newsletter/august-2025): Summer may be winding down, but we’re just heating up—with big updates designed to make your service desk smarter, faster,... - [2025 July](https://www.sysaid.com/company/newsletter/july-2025): Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon – all... - [2025 June](https://www.sysaid.com/company/newsletter/june-2025): Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one... - [2025 April](https://www.sysaid.com/company/newsletter/april-2025): Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one... - [2025 May](https://www.sysaid.com/company/newsletter/may-2025): Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one... - [2025 March](https://www.sysaid.com/company/newsletter/march-2025): Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one... - [2025 January](https://www.sysaid.com/company/newsletter/january-2025): SysAid Product What’s New? Monthly product releases straight to your inbox JANUARY 2025 Hi there, Welcome to the latest SysAid... - [2024 December](https://www.sysaid.com/company/newsletter/december-2024): Hi there, What a year—it’s been amazing seeing you make the move to SysAid Spaces (nicely done! ). We’ve shared... - [2024 November](https://www.sysaid.com/company/newsletter/november-2024): SysAid Product What’s New? Monthly product releases straight to your inbox NOVEMBER 2024 Hi there, Welcome to this edition of... - [2024 October](https://www.sysaid.com/company/newsletter/october-2024): SysAid Product What’s New? Monthly product releases straight to your inbox OCTOBER 2024 Hi there, Welcome to this edition of... - [2024 September](https://www.sysaid.com/company/newsletter/september-2024): SysAid Product What’s New? Monthly product releases straight to your inbox SEPTEMBER 2024 Hi there, Welcome to this edition of... - [2024 August](https://www.sysaid.com/company/newsletter/august-2024): SysAid Product What’s New? Monthly product releases straight to your inbox AUGUST 2024 Hi there, Welcome to this edition of SysAid... - [2024 July](https://www.sysaid.com/company/newsletter/july-2024): SysAid Product What’s New? Monthly product releases straight to your inbox JULY 2024 Hi there, Welcome to this edition of SysAid... - [2024 June](https://www.sysaid.com/company/newsletter/june-2024): SysAid Product What’s New? Monthly product releases straight to your inbox JUNE 2024 Hi there, Welcome to the monthly SysAid Product... - [2024 May](https://www.sysaid.com/company/newsletter/may-2024): SysAid Product What’s New? Monthly product releases straight to your inbox MAY 2024 Hi there, Welcome to the monthly SysAid... - [2024 April](https://www.sysaid.com/company/newsletter/april-2024): Hi there, Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases,... - [2024 February](https://www.sysaid.com/company/newsletter/february-2024): Welcome to the first edition of the SysAid Product Roundup! With this monthly issue, you’ll get all the tools you... - [2024 March](https://www.sysaid.com/company/newsletter/march-2024): Hi there, Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases,... # # Detailed Content ## Pages - Published: 2026-06-14 - Modified: 2026-07-28 - URL: https://www.sysaid.com/pricing SECURITY & COMPLIANCE: GDPR · CCPA · SOC 2 Type II · ISO 27001/27017/27018 · MFA & SSO · SSL · DPA · Multi-Region Data Residency - Published: 2025-10-28 - Modified: 2026-04-13 - URL: https://www.sysaid.com/gartner-mq CUSTOMER RESULTS Get more done. While improving user satisfaction. You don’t have to play catch-up with IT tickets. Speed up ticket resolution and free up time to be more proactive — with the same headcount. Here are some of the results our customers have been able to achieve: - Published: 2025-08-24 - Modified: 2026-02-02 - URL: https://www.sysaid.com/responsible-disclosure Scope This policy covers technical security vulnerabilities in SysAid-owned systems, products, and services.  SysAid SaaS (Cloud) Customer assets. https://. sysaidit. com OR a Customer Custom URL On-Premise - Standalone installations: SysAid ITSM On-Premise Executable Additional assets may be considered in scope following acquisitions or other changes. If you’re unsure whether an asset is in scope, feel free to report your findings. Please note:We do not authorize active auditing, scanning, or penetration testing of our systems. Out of scope The following are considered out of scope for this policy: Active SysAid Customers are not allowed to participate in BugBounty Domains or subdomains outside of SysAid-owned systems and services Vulnerabilities in customer or partner ServiceNow instances Distributed Denial of Service (DDoS) vulnerabilities Automated scanning or the use of vulnerability assessment tools Vulnerabilities requiring physical access to a user’s device Physical attacks against SysAid offices or data centers Issues previously remediated by SysAid Spam, phishing, or social engineering attacks Focus areas We’re particularly interested in vulnerabilities that may have a direct security impact on our services, including: Cross-Instance Data Leakage or Access Server-side Remote Code Execution (RCE) Server-Side Request Forgery (SSRF) Stored or Reflected Cross-Site Scripting (XSS) Cross-Site Request Forgery (CSRF) SQL Injection (SQLi) XML External Entity (XXE) attacks Access Control vulnerabilities (e. g. , IDOR) Path or Directory Traversal issues Connect App Authorization Bypass While we do not prioritize issues related to enumeration or basic information gathering, we welcome submissions that demonstrate actual impact. - Published: 2025-05-26 - Modified: 2025-11-19 - URL: https://www.sysaid.com/trial-old-2 Start your free trial - Published: 2025-05-07 - Modified: 2025-08-27 - URL: https://www.sysaid.com/roi-calculator 1/4 Curious how AI could take the pressure off your IT team and streamline everyday tasks? Next 2/4 Where would AI assistance make the biggest impact for your team? (Choose all that apply) Next 3/4 What outcomes matter most to your team when it comes to IT support? (Choose all that apply) Next 4/4 Almost there! We just need a few more details. Current ITSM or ESM system Please specify Current ITSM/ESM usage Do you have IT Asset Management (ITAM)? Do you have formalized ITIL processes integrated into your ITSM system? Location of your agents/analysts Primary location of your users How many support agents do you have? What is the average annual compensation for a support agent? Annual maintenance fees ($) Done! Go to my results Loading. . Download PDF USD EUR GBP ILS AUD BRL CAD Average monthly ticket volume (incident & request) Average ticket handle time (minutes) Number of overall agents * The minimum number of overall agents is 3 Average annual compensation for a support agent ($) Number of customers/end-users SysAid Return and Investment Components 1 Year 2 Years 3 Years 4 Years 5 Years Annual Return Annual Investment Your Savings Annual ROI With SysAid’s AI-powered ITSM This ROI calculator is built on a framework developed in partnership with MetricNet, the global leader in IT service and support benchmarking. Trusted by Fortune 500 companies, MetricNet brings industry-proven methodologies to ensure accurate, data-driven ROI insights. - Published: 2024-02-22 - Modified: 2025-09-11 - URL: https://www.sysaid.com/interactive Welcome to SysAid Interactive Product Tour - Published: 2021-07-01 - Modified: 2026-07-06 - URL: https://www.sysaid.com/support/send-files Send Files: Send Files Securely to SysAid Support - SysAid Submit your files here for SysAid support Very important: Please include your ticket number in the subject field with the hashtag symbol (#) in front of the number. 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Note that all files sent to the Third-Party Service are automatically deleted from the Third-Party Service servers after 30 days. SysAid Reviews SysAid Reviews Trustpilot ## Posts - Published: 2026-07-20 - Modified: 2026-07-21 - URL: https://www.sysaid.com/blog/generative-ai/ai-adoption-itsm-statistics - Categories: Generative AI - Tags: Agentic AI, AI adoption, ITSM - Blog authors: Sharon Vendrov, SysAid - Role / functions: CIO, VP/Director of IT - ITSM maturities: Basic Sixty-one percent of IT organizations are now using AI in their service management processes. That's a genuine milestone, and it signals that AI in ITSM has moved from "something to explore" to something most teams are actively doing. But adoption is not the same as impact. And right now, the gap between having AI and getting real value from it is wider than most IT leaders realize. Most AI use is still at the guidance level Our research surveyed 718 IT professionals on how AI is being used across their organizations. The most common applications are technician knowledge support, end-user self-service, and ticket triage. In other words, AI is primarily being used to help people find answers faster and route work more efficiently. These are genuinely useful outcomes. But they represent the lowest level of what AI can do in a service management context. When we look at maturity levels, 42% of organizations use AI solely for guidance and Q&A. A further 16% have moved into recommendations and light automation. Only 3. 3% have reached full autonomous execution, where AI handles workflows and resolves issues end-to-end without human intervention. The good news is that users actually like it One finding that often surprises IT leaders is that end-user satisfaction with AI is high. 75% of respondents said their users were either satisfied or very satisfied with the improvements AI has made to their service experience. Only 5. 5% reported being dissatisfied users. That matters because user trust is often the hardest part of an AI rollout. The data suggests that where AI has been introduced thoughtfully, people are embracing it. And when users have good experiences with AI-powered self-service, they use it more, reducing ticket volume and freeing up technician time for higher-value work. The conditions for that cycle are already in place for most adopters. A third of AI users can't tell you if it's working Here's where it gets uncomfortable. Of the organizations using AI-powered self-service, 33% are not currently measuring ticket reduction. 36% are unsure how AI has affected their average resolution time. For IT leaders, that's a significant problem. Without measurement, you can't optimize. You can't identify where AI is underperforming. And you can't make a credible case for further investment in the business. The organizations getting the most out of AI are treating it like any other operational system: setting metrics before rollout, reviewing them regularly, and adjusting based on the data. The measurement gap isn't a technology problem. It's a discipline one. Where the industry is heading next The top strategic priority cited by IT leaders for 2026 is proactively predicting and resolving issues before they affect users, selected by nearly half of respondents. That ambition sits well above where most organizations are today, but it's a clear signal of where investment is going. Alongside that, 45% want to reduce ticket volumes through AI-powered self-service, and 41% want better AI tools to directly support their technicians. These three goals point in the same direction: moving AI from a support layer into something that actively drives how... - Published: 2026-07-02 - Modified: 2026-07-02 - URL: https://www.sysaid.com/blog/general-it/blog-it-team-productivity-manual-work-2026 - Categories: General IT, Help desk, Service Desk - Tags: IT efficieny, manual tasks - Blog authors: Roey Josefsohn - Role / functions: IT Manager, VP/Director of IT - ITSM maturities: Basic The average IT team loses 35% of its working time to manual, repetitive tasks. Not complex troubleshooting or strategic projects. Routine, low-value work that's well below their skill level and doesn't move the needle. For IT managers and directors, that's not just a productivity statistic. It's the gap between the team you have and the team you need. How much time do IT teams spend on manual tasks? Our research surveyed 718 IT professionals, and the breakdown is stark. Almost one in four respondents (24%) spend between 40 and 60% of their working day on manual, repetitive tasks. A further 10% spend more than 60% of their time this way. Some of your people are coming in every day and spending most of their hours on ticket sorting, manual onboarding steps, and copy-paste reporting. None of that requires their expertise. All of it competes with the work that does. And it affects organizations of every size. This is a process problem, not a resource one. Urgent tasks crowd out the work that would actually fix things Manual work persists because it rarely feels optional in the moment. Every ticket needs a response. Every new hire needs to be onboarded. Every report needs filing. Because these tasks feel immediate, they take priority over the harder work of redesigning the process generating them. The result is a team that's always busy but rarely gets ahead. As IT environments grow with more applications, users, and endpoints, the volume of routine work scales up accordingly. The processes for handling it don't. For managers, this creates a compounding problem: the team is visibly stretched, but quantifying exactly how much capacity is being lost to automatable work is difficult without the right data. And without that data, making the case for change is harder than it should be. Poor visibility makes the problem harder to solve Running alongside the efficiency leak is a visibility gap that compounds it. Only 10% of organizations have full transparency into their software ecosystem. The other 90% are managing environments they can't fully see: applications that may or may not still be in use, licenses that may or may not be needed, contracts approaching renewal with no one tracking them. Half of the respondents (50%) report poor software usage visibility. Nearly half (47%) flag it as a security risk. And 39% are paying for redundant or unused licenses. For a manager planning for the year or justifying a budget, operating without this visibility is a real handicap. The teams closing the gap are starting with consolidation Nearly 40% of IT organizations say tool consolidation is a top strategic priority for 2026. This isn't primarily a cost-cutting move—it's a capability one. When data is spread across disconnected systems, automation is very difficult to deploy effectively. A unified foundation is what makes intelligent tooling possible. The organizations making the most progress on the efficiency leak aren't working harder. They've simplified their environments first, then built automation on top. The 35% of capacity lost to manual work isn't inevitable. But it won't fix itself either. Download... - Published: 2026-06-30 - Modified: 2026-06-30 - URL: https://www.sysaid.com/blog/asset-management/blog-itsm-it-asset-lifecycle-management-spreadsheets - Categories: Asset management - Tags: Asset management lifecyle, IT asset management, ITAM - Blog authors: Roey Josefsohn - Role / functions: IT Manager - ITSM maturities: Basic Every IT team has a spreadsheet with a tab for laptops, a tab for software licenses, and a tab for printers that someone started three years ago. It lives in a shared drive and gets updated when someone remembers. It’s not what you could call reliable. IT asset lifecycle management is a living process. A spreadsheet is a static document. And that gap costs money. On average, organizations waste 30% of their software budget on unused licenses or licenses assigned to employees who left months ago. Most of that waste is invisible until someone goes looking. Most teams don't have time to go looking. What IT asset lifecycle management involves, and why it matters IT asset lifecycle management is the process of tracking and managing every asset your organization owns, from the moment it's purchased until the moment it's decommissioned. Hardware like laptops, servers, and monitors, as well as software licenses. Knowing who has what, what state it's in, when it needs to be replaced, and what happens to it when it does. Done well, it keeps your IT budget under control, reduces security risk, and takes the chaos out of audits. When done badly, it creates a slow-building mess that only becomes visible when something goes wrong. Where spreadsheets fail for IT asset lifecycle management The IT asset lifecycle has five stages: procurement, deployment, maintenance, optimization, and decommission. A spreadsheet struggles at every single one. Procurement. A new batch of laptops arrives. Someone updates the sheet. But the purchase order lives in finance, the warranty details are in an email, and the serial numbers got typed in manually. You already have three sources of truth competing with each other. Deployment. The laptop gets assigned to a new hire. The spreadsheet might get updated, depending on who's covering that week. If the new hire changes teams before onboarding is done, that assignment might never get corrected. Now you have an asset assigned to someone who doesn't have it. Maintenance. Warranty renewals, scheduled updates, refresh cycles. In a spreadsheet, this means someone has to remember to check. There are no alerts, no triggers, no automatic flags when an asset reaches end of life. You find out it was due for replacement six months ago when it breaks. Optimization. This is where the real money leaks. Software licenses assigned to employees who have left. Hardware sitting in a storage room is still listed as active. Duplicate tools doing the same job in different departments. A spreadsheet doesn't surface any of this. You'd have to go looking, but you don't have time. Decommission. An employee leaves. Their laptop goes into a pile. The spreadsheet still shows it as assigned. If nobody reclaims it, it disappears. If nobody runs a secure wipe, it becomes a security problem. Both happen. Regularly. What happens to your asset data during an IT audit At some point, leadership asks for a full asset inventory. Or a compliance audit requires one. Or your CFO wants to understand what the IT budget is actually buying. This is the moment the spreadsheet reveals... - Published: 2026-06-24 - Modified: 2026-06-24 - URL: https://www.sysaid.com/blog/general-it/it-burnout-statistics - Categories: General IT - Tags: IT burnout - Blog authors: SysAid - Role / functions: IT Manager, VP/Director of IT - ITSM maturities: Basic Ask anyone working in IT right now how they're doing, and you'll often get a version of the same answer: tired, overworked, and nearing their breaking point. That feeling is backed up by data. According to SysAid's State of Service Management 2026 report, 43% of IT professionals are currently struggling with IT burnout and workload pressure. More than four in ten people, across roles, industries, and team sizes, are at or near their limit. This isn't a morale problem that can be solved with a team lunch. It's a structural issue that's been building for years, and the 2026 data shows it hasn't peaked yet. Burnout is hitting every level of the IT org, not just the front lines The common assumption is that burnout is a frontline problem—help desk technicians dealing with an endless ticket queue. System administrators fighting fires at midnight. And the data does confirm that these roles are under serious strain: sysadmins report burnout at almost 49%, and help desk technicians are nearing 48%. But what the 2026 survey makes clear is that burnout isn't staying at the bottom of the org chart. VPs of IT report the highest burnout rate of any role surveyed, at 50%. The people who are supposed to set the strategic direction are just as depleted as those executing it. At the director level, the pressure shows up differently. IT directors cite skill gaps within their teams as their top challenge (53%), and CTOs flag knowledge silos (44%). These aren't burnout in the traditional sense, but they're symptoms of the same underlying strain: teams that are stretched too thin to build the expertise and institutional knowledge they need to keep up. Why has IT work changed, and how has it worsened burnout? One reason burnout is so persistent is that the nature of IT work has shifted, making recovery harder. As routine tasks get automated, what's left for humans tends to be more complex and higher stakes. Every remaining ticket requires more judgment, more context, and more effort to resolve. The bar for each interaction keeps rising, but the time and capacity available to meet it don't. This dynamic creates a compounding pressure. Teams aren't just doing more work. They're doing harder work, with less mental space to do it well. When that pattern continues for months, burnout isn't a risk. It's an outcome. Hiring more people moves the problem; it doesn't fix it One of the instinctive responses to a burned-out team is to grow it. Spread the load. Add capacity. But the 2026 data show this approach has a ceiling. Small teams of fewer than 10 people mostly struggle with individual burnout, the classic "too much work, too few hands" problem. But as teams grow past 50 or 100 people, the primary challenge shifts from burnout to knowledge silos. Larger teams distribute expertise across more people, which creates more handoff friction, more time spent chasing down who-knows-what, and more coordination overhead. The result is that you can hire your way out of individual burnout and into organizational friction. The stress doesn't... - Published: 2026-06-22 - Modified: 2026-06-22 - URL: https://www.sysaid.com/blog/general-it/software-license-compliance-shadow-it - Categories: General IT - Tags: compliance, shadow IT, software licenses - Blog authors: Nir Sofer - Role / functions: CIO, VP/Director of IT - ITSM maturities: Basic Here's something most IT leaders don't want to admit: you probably have no idea what software is actually running across your organization right now. Not because you're not doing your job. But because the way employees acquire and use software has changed faster than IT governance can keep up. A developer adds a new SaaS subscription to their team's budget. A designer starts using an AI tool they found online. A project manager signs up for a collaboration platform using their work email. None of it goes through IT, none of it shows up on your license inventory. And none of it was security-reviewed. That's shadow IT. And it's not just a security headache. It's a software license compliance problem hiding in plain sight. The visibility gap is bigger than you think The data backs this up. According to SysAid's State of Service Management 2026 report, only 9. 9% of organizations have full visibility across their applications, users, and spending. That means 9 out of 10 IT teams are operating with a significant blind spot in their own environment. Poor usage visibility is the single most common consequence of software sprawl, affecting 50. 4% of organizations surveyed, with security vulnerabilities (46. 5%) and wasted licenses (39. 4%) close behind. The problem isn't that IT teams are careless. It's that the tools they're using to track software were built for a different era, one where software came on a disc and got installed by IT. That world doesn't exist anymore. Shadow IT and compliance risk are the same problem When most people talk about shadow IT, the conversation tends to go straight to security. Unauthorized tools, unvetted vendors, data stored in places IT doesn't control. All valid concerns. But there's another risk that gets far less attention: software license compliance. Every tool an employee uses independently could be operating outside of a vendor's licensing terms. It could be a free tier used for business purposes in violation of the terms of service. It could be a team license shared beyond the approved user count. Maybe it's a paid tool the organization already has, but the employee grabbed their own subscription because they didn't know it was available. Now you're paying twice, and neither instance is being managed properly. But here's the part I care about most as a CISO: shadow IT is first an attack-surface and data-governance problem. Every tool acquired outside IT is a vendor that neither IT nor security has reviewed, often without SSO or MFA, frequently holding company or customer data we can't see, and increasingly an AI tool quietly ingesting sensitive information. You can't protect, govern, or prove compliance for what you can't see. And our control frameworks explicitly say so: SOC 2 and ISO 27001 both require a maintained software asset inventory and a managed third-party/vendor risk process. An unmanaged SaaS footprint isn't just wasted spend - it's a direct control gap that shows up in audits, and worse, in incidents. The scale of this is striking. According to Gartner, by 2027, 75% of employees will acquire, modify,... - Published: 2026-06-11 - Modified: 2026-06-17 - URL: https://www.sysaid.com/blog/sysaid-tech/dex-autonomous-ai-it-support-agent - Categories: SysAid Tech - Tags: AI IT engineer, Autonomous AI, Dex - Blog authors: Israel Lifshitz - Role / functions: CIO, VP/Director of IT - ITSM maturities: Basic IT teams are spending too much of their day on requests that shouldn't need them at all. Password resets, MFA lockouts, access requests, VPN issues: routine, repetitive, and relentless. The problem isn't how those tickets are managed. It's that they exist in the first place. Dex was built to resolve them before they ever become tickets. An autonomous IT engineer that works inside Microsoft Teams and Slack, it handles over 90% of L1 through L3 requests on its own, so IT teams can focus on the work that actually requires their expertise. The queue is full, and it was never supposed to be SysAid is an ITSM designed to bring order to IT operations. For over 20 years, more than 3,000 organizations have relied on the platform to manage workflows, enforce SLAs, maintain audit trails, and give IT teams the visibility they need to operate at scale. SysAid does that job exceptionally well. But a lot of what lands in the queue shouldn't be there in the first place. When those requests flow through the ticketing system, everyone loses. End users wait. IT agents get stuck doing routine work instead of the projects that actually move the business forward. And the SysAid queue gets cluttered with noise, burying the issues that genuinely need human attention. What is Dex? Your autonomous IT engineer inside Teams and Slack Dex was created by the same team behind SysAid. Dex lives natively inside Microsoft Teams and Slack. It doesn't ask users to navigate a portal or submit a form. It meets employees exactly where they're already working. When something goes wrong, they type a message in the same chat interface they use all day, and Dex investigates, diagnoses, and resolves the issue autonomously, with no ticket, wait, or handoff, while adhering to the unique policies of the organization. "Dex helped us unlock $67K in value in a single day. " Cliff DuPuy, Director of IT, Grand Traverse County Think of Dex as a layer that sits in front of your ITSM, intercepting high-volume requests so employees don’t need to file tickets. This leaves the SysAid platform to do what it does best: govern the work that requires real process, compliance, and escalation.   The division of labor is straightforward: Dex resolves in the moment. Fast, autonomous, conversational, and able to solve complex issues and those that SysAid is not trained to do, right where employees already are. SysAid runs the system of record. Workflows, SLAs, asset tracking, audit trails, escalations, everything that requires real process governance. Together, they cover the full spectrum of IT tasks. The IT team spends less time triaging noise and more time on work that genuinely moves the business forward. 100+ integrations: Dex works with your existing IT tech stack Dex doesn't require ripping and replacing anything. It integrates with 100+ tools across your IT stack, including Microsoft Entra ID, Okta, Google Workspace, Intune, Exchange Online, Zoom, Atlassian, Salesforce, and SysAid itself. For the requests that do need a ticket, Dex hands them off cleanly. The context travels with it, and your... - Published: 2026-06-04 - Modified: 2026-06-18 - URL: https://www.sysaid.com/blog/itsm/modern-itsm-challenges - Categories: ITSM - Tags: IT service management, ITSM, service desk - Blog authors: Ruth Stern - Role / functions: IT Manager, VP/Director of IT - ITSM maturities: Basic The ITSM (IT Service Management) market is booming. Valued at almost $15 billion in 2026 and projected to reach close to 48 billion by 2033, investment in IT service management has never been higher. And yet, many IT leaders find themselves in a paradox: they’re spending more on ITSM, while feeling less in control than ever before. The reason isn't a lack of budget or the wrong tool. It's that the environment ITSM was originally designed to manage no longer exists, and the gap between the world ITSM frameworks were built for and the one IT leaders actually operate in is growing wider every year. Once upon a time, IT controlled everything. Cast your mind back to when the foundational principles of modern ITSM were being written. IT sat at the center of a clearly defined, controllable universe. The infrastructure was on-premise. The tools were chosen, procured, and deployed by IT. The perimeter was physical. Change happened in predictable cycles, governed by committees and approved in advance. Frameworks like ITIL (Information Technology Infrastructure Library) thrived in that environment. Centralized control and rigid change cycles weren't just rules; they were practical responses to a predictable world. IT held the keys, and ITSM was the gate. But the cloud did more than just move servers; it dismantled the very perimeters that governance relied on. Suddenly, managing IT meant dealing with a landscape far more fluid and complex than any manual could anticipate. Before there was shadow IT, there was trust. For a long time, employees trusted IT to provide the tools they needed to do their jobs. And for the most part, IT delivered. But in the world of immediate gratification and accelerated business, people don’t want to wait for a new software solution. They want it now. So, rather than waiting for IT to deliver, they started finding their own solutions. Shadow IT is no longer an exception in enterprise environments; it's become a structural feature. Nearly half of all SaaS applications in the average enterprise sit outside formal IT governance, and the problem is accelerating. According to a Productiv analysis, when ChatGPT launched in late 2022, it didn't even appear on the list of top unauthorized enterprise applications. By 2023, it had taken the number one slot. The instinct in traditional ITSM is to treat this as a compliance problem: block, restrict, report, remediate. But that response misdiagnoses what shadow IT actually is: a signal. When employees consistently bypass ITSM processes to get work done, they're not being reckless. They're telling you the service model isn't keeping pace with the business's needs. The organizations that handle shadow IT most effectively don't try to eliminate it through enforcement. They compete with it by making sanctioned ITSM processes faster, simpler, and more useful than the workaround. Then along came AI, and everything changed. Just as organizations were beginning to adapt their ITSM strategies to a cloud-first, SaaS-heavy world, artificial intelligence arrived, introducing a new category of disruption that traditional ITSM frameworks weren't designed to handle. AI adoption within the enterprise is accelerating faster than... - Published: 2026-05-27 - Modified: 2026-06-09 - URL: https://www.sysaid.com/blog/service-desk/mttr-proactive-it-culture - Categories: General IT, Service Desk - Tags: IT culture, ITSM, MTTR - Blog authors: Ruth Stern - Role / functions: IT Manager, VP/Director of IT - ITSM maturities: Basic According to ITIC's 2024 Hourly Cost of Downtime Report, a single hour of downtime now costs more than $300,000 for over 90% of mid-size and large enterprises. Yet most IT teams are so buried in the next incident that they never stop to ask why the last one happened.   Here's the uncomfortable truth: if your IT team is constantly putting out fires, the problem isn't the fires; it's the system that keeps creating them. And there's one metric that exposes this more clearly than any other: Mean Time to Resolution (MTTR). What is Mean Time to Resolution (MTTR)? MTTR measures the time from when an incident is detected to when it is fully resolved. It's not just about how fast your team responds; it captures the entire lifecycle of a problem, from first alert to confirmed fix. It's worth distinguishing MTTR from related metrics. Mean Time to Detect (MTTD) measures how quickly an issue is identified. Mean Time Between Failures (MTBF) measures a system's reliability over time. MTTR sits in the middle. It's the operational heartbeat of your IT team. Critically, MTTR isn't only a measure of speed. It's a measure of consistency and predictability. A team that resolves incidents in two hours every time is, in many ways, more mature than one that sometimes resolves in 30 minutes and sometimes takes two days. Predictability builds trust among end users, leadership, and the team. The true cost of high MTTR When incidents take too long to resolve, the damage ripples far beyond the help desk. Productivity loss is the most visible impact. Every minute an employee can't access a system, tool, or file is a minute of lost output multiplied across every affected user. At scale, this becomes a significant drag on the business. Team burnout is the less visible but equally serious cost. IT teams with high MTTR are constantly in a reactive state. There's no time to plan, document, or improve. Just an endless queue of tickets. Over time, this erodes morale, increases turnover, and ironically makes MTTR even worse. Business risk compounds both. Missed SLAs, unplanned downtime, and slow recovery times damage IT's reputation as a function. And in customer-facing environments, they damage the business's reputation. Perhaps most damaging of all is the compounding effect: unresolved root causes generate repeat incidents. A high MTTR today often means more incidents tomorrow. Why proactive IT teams succeed Most teams stuck in firefighting mode share common traits: reactive processes, fragmented tools, and no clear visibility into why the same incidents keep recurring. The cycle is self-reinforcing. There's never enough time to be proactive because reactive work consumes all available bandwidth. Proactive IT teams break this cycle by treating MTTR as a diagnostic tool, not just a scorecard. Rather than measuring MTTR simply to report on it, they use the data to ask harder questions: Which incident types have the highest MTTR? Are certain systems or user groups generating a disproportionate number of tickets? Are there patterns that point to fixable root causes? This reframes the core question. Reactive teams ask: "How... - Published: 2026-05-24 - Modified: 2026-06-09 - URL: https://www.sysaid.com/blog/itsm/ai-agent-center - Categories: ITSM, SysAid Tech - Tags: AI Agent, AI Agent Center, Prebuilt AI agets - Blog authors: Ruth Stern, SysAid - Role / functions: IT Manager, Service Desk Agent, VP/Director of IT - ITSM maturities: Basic If you're managing IT operations, you already know that automation is only as good as your ability to control it. AI agents can save your team hours of repetitive work, but without proper oversight, they can just as easily create noise, confusion, or security headaches. That's exactly the problem SysAid's new AI Agent Center is built to solve. So, what exactly is an AI agent? AI agents are goal-driven automation entities that can interpret intent, determine next steps, and execute actions across systems and workflows. Unlike traditional chatbots that only respond to prompts, AI agents can proactively execute tasks, coordinate processes, analyze service data, and trigger automations autonomously within defined guardrails. SysAid’s AI agents operate through the Agent Chatbot and End User Chatbot, handling everything from employee onboarding and incident detection to recommending AI agents based on service record insights.   Over 100 prebuilt AI agents, ready to go SysAid ships with more than 100 prebuilt AI agents that are ready to use out of the box. They are organized by use case, such as access control, asset management, knowledge management, security, and more.   The prebuilt AI agents come in two flavors: Internal AI agents that automate tasks within SysAid itself External AI agents that reach out to third-party tools and extend your existing workflows Can't find exactly what you need? You can build your own AI agents using the AI Agent Builder, defining their behavior from scratch and customizing it as your needs evolve. The AI Agent Center and AI Agent Builder are designed to work hand in hand. The AI Agent Center, a single view for all your AI Agents Our growing library of SysAid prebuilt AI agents is now available in AI Agent Center, the recommended interface for AI agent discovery, visibility, and access management. Information about AI agents also remains accessible through the SysAid documentation and the in-product Agent Chatbot. 1. Manage Access Not every AI agent needs to be or should be available to everyone. You can assign each AI agent to specific datasets and decide whether it should be visible to dedicated admin groups, end users, or both. Since permissions pull from the user groups and companies you've already set up in the Data Pool, there's no need to reconfigure anything; it just slots into your existing structure. 2. Test before you deploy Before flipping the switch and making a new AI agent available to your team, you can test it directly in the AI Agent Center, see how it responds, and confirm it's behaving the way you expect. Testing your AI agent removes the guesswork and reduces the risk of deploying something before it’s ready to go live. Don’t take our word for it Scotia Investments' IT team supports over 600 users across multiple companies. With SysAid AI agents handling over 100 tickets per week, they've freed up time for higher-priority work, without adding headcount. "The intuitive interface made it incredibly easy to get started and create AI agents. " Bryan Guina, IT Operations and Infrastructure Manager, Scotia Investments Denova, Arizona's largest outpatient behavioral... - Published: 2026-05-07 - Modified: 2026-06-09 - URL: https://www.sysaid.com/blog/itsm/take-control-of-software-license-compliance-sysaid - Categories: Asset management, ITSM, SysAid - Tags: help desk software, ITSM, license manager, licenses, service desk, software licenses - Blog authors: Jasmine Chiu - Role / functions: IT Manager, Service Desk Agent, VP/Director of IT - ITSM maturities: Basic Most IT teams track their software license compliance using a combination of spreadsheets, institutional memory, and optimism that nothing will go wrong before renewal season. The gap between what IT thinks is running on the network and what employees are actually using is wider than most leaders want to admit. SysAid License Manager was built to close that gap with software license management built into the SysAid ITSM platform they already use. It shows IT teams exactly which applications are in use, who is using them, and where money is being wasted. See why non-compliance is so costly Software license compliance means using software in accordance with the terms agreed with the vendor. That requires knowing exactly what is in use across your organization, by whom, and whether it falls within what you have licensed and approved. For most IT teams, that information is simply not available in any reliable, current form. The scale of the problem is striking. According to Gartner, 41% of employees use technology that their IT departments are unaware of, and this number is projected to reach 75% by 2027. Employees sign up for tools independently, often on a corporate card, without IT ever knowing. That gap represents real risk: security exposure from unapproved tools handling sensitive data, and compliance failures that can trigger vendor audits, back-payment demands, and damaged vendor relationships. For regulated industries, the consequences can go further still, with non-compliant tools attracting separate regulatory penalties. The financial cost is equally significant. According to Zylo's SaaS Management Index, up to 50% of SaaS licenses go unused or underutilized each month, paid for but rarely or never used. Without data on real user activity, IT teams have no way to catch that waste before the next renewal cycle. Both problems, compliance risk and wasted spend, trace back to the same thing: nobody has a clear, current picture of what software the organization actually uses. Introducing SysAid License Manager, from contract management to full SaaS visibility SysAid License Manager is built into the SysAid ITSM platform, providing IT professionals with holistic software management visibility, cost reduction, and shadow IT detection. Like the rest of the platform, License Manager is supported by AI agents and a chatbot for a fast, seamless experience.   It comes in two tiers that provide exportable data for further analysis.   1. License Manager Essentials: get your contracts under control Included with SysAid Spaces at no additional cost, Essentials gives IT teams a central place to manage all software contracts, renewal dates, costs, and vendor details. AI-powered import pulls key data directly from PDF contracts, cutting out manual entry. Essentials also supports multiple currencies per contract. This means greater flexibility and a smoother experience for organizations managing international agreements in multiple currencies when reviewing contract values. Automated reminders also ensure that cancellation and renewal deadlines never get missed. For teams currently juggling contracts across shared drives and calendar reminders, Essentials replaces that fragmented approach with a single, up-to-date system. 2. License Manager Advanced: see everything, spend less License Manager Advanced is where software license... - Published: 2026-04-29 - Modified: 2026-06-09 - URL: https://www.sysaid.com/blog/service-desk/it-self-service-portal-that-works - Categories: Help desk, Service Desk - Tags: help desk, IT service management, Self service portal, service desk - Blog authors: Ruth Stern, SysAid - Role / functions: IT Manager, Service Desk Agent, VP/Director of IT - ITSM maturities: Basic Ask most employees about their company's self-service IT portal, and you'll hear a familiar complaint: "I tried it once, didn’t get what I needed, and just emailed the IT team instead. "  It's a telling response.   For context, Gartner estimates that 20-50% of all support tickets are for password resets, meaning skilled IT technicians spend a significant chunk of their day unlocking accounts. And the employees waiting for a resolution aren't thrilled either. Nobody wants to sit idle for something that should take two minutes. A well-built IT self-service portal is the answer to both problems. It serves as the foundation for IT service management automation, ensuring that routine fixes don't require human intervention. Not as a way to dodge user requests or cut headcount, but as a smarter way to get people back to work faster while giving IT teams the breathing room they need to focus on what actually needs them. Why most self-service portals fall short The core failure of many first-generation portals was that they were built with the IT team's taxonomy in mind rather than the user's mental model. The documentation was written in technical language. Search returned irrelevant results because legacy systems lacked the context provided by generative AI knowledge management. Without it, portals remained static libraries rather than active problem-solvers. Request forms felt more like bureaucratic hurdles than helpful tools. The experience was so friction-heavy that employees concluded it was faster to submit a support request. But the problem isn't with the concept. It's with the execution. A self-service portal shouldn’t just redirect users away from human support. It should speak their language and resolve their issues faster, at any hour. The real advantages: realizing self-service portal benefits 1. Speed without compromise The most immediate benefit of a functional self-service portal is the time it saves for everyone involved. When an employee can reset their own password at 7:30 AM before an early morning meeting, they don't have to wait for the IT department to start their day. When employees can provision software access through an automated approval workflow, a process that used to take days can take minutes. Resolution time is one of the most telling metrics in IT service management. Each potential ticket resolved through self-service never enters the queue, requires no triage, and doesn’t occupy a technician's time. The downstream effect compounds: shorter queues mean faster response times for the complex issues that genuinely require human attention. 2. IT teams focused on where it counts For IT professionals, the promise of self-service isn't just efficiency. It's the chance to do more meaningful work. When a skilled technician spends their day resetting passwords and walking users through the same printer configuration for the fourth time this week, that's organizational waste. Not because those tasks don't matter, they do, but because they don't require the expertise of a highly skilled IT professional. A strong self-service portal absorbs the predictable, repeatable requests and resolves them through automation or guided knowledge content. The result is an IT function that spends more time on security, infrastructure,... - Published: 2026-04-23 - Modified: 2026-06-09 - URL: https://www.sysaid.com/blog/service-desk/it-service-desk-fix-without-hiring - Categories: Service Desk - Tags: IT service desk - Blog authors: Ruth Stern - Role / functions: Service Desk Agent - ITSM maturities: Basic Your team isn't the problem. The system is. Service desk dysfunction almost always comes down to three things: legacy ticketing tools with no intelligence, no automation forcing agents to manually triage every request, and reactive processes with no self-service layer. Many IT service desk challenges are rooted in inefficient processes and outdated tools rather than a lack of personnel. When ticket backlogs grow and MTTR increases, the common reaction is to increase headcount. However, adding more agents to flawed workflows often results in more people encountering the same operational bottlenecks. Effective improvements require a structural approach: implementing intelligent routing, self-service deflection, and automation to manage high-volume Tier 1 requests before they reach your team. Organizations that adopt these strategies can significantly lower MTTR and manage ticket volume efficiently without increasing staff size. This guide explains why IT service desks often struggle, identifies where productivity is typically lost, and outlines practical steps you can take to quickly enhance performance. Your service desk isn't failing because of your team It's Monday morning. You've got 200 unresolved tickets, a new CIO asking hard questions, and a backlog that won't quit. GB-Advisors reports that up to 70% of agent time gets burned on low-value, repetitive work. The problem isn't your team. It's your tool. Why your service desk is struggling (and it's not your team's fault) Your team isn't the problem. The system is. Service desk dysfunction almost always comes down to three things: legacy ticketing tools with no intelligence, no automation forcing agents to manually triage every request, and reactive processes with no self-service layer. HappySignals data shows that poor routing causes significant delays, with each reassignment burning an average of 1 hour and 46 minutes of end-user productive time. Then a new CIO pulls the MTTR report and asks why resolution times are sitting at 30+ hours. A process problem becomes a people problem. Unfairly. The fix starts with understanding what a service desk is actually supposed to do. The three systemic failures killing service desk performance Fragmented intake: No unified view across email, phone, and walk-ups resulting in duplicates, missed tickets, and no prioritization. Manual triage: Agents spend 20-30 minutes per ticket deciding who owns it. Miscategorization drives bounce and MTTR spikes. No self-service: L1 tickets queue for hours. MetricNet puts the average cost of a human-handled L1 ticket at $22 or more. Self-service deflection drops that cost to near zero. What is the difference between a help desk and a service desk? A help desk fixes things when they break. A service desk manages the full lifecycle of IT services - incidents, requests, changes, and problems, with structured processes and SLA accountability. Running a help desk mindset at 1,000-5,000 employees means your team is permanently in firefighting mode. No structured intake. No self-service layer. No SLA framework. That's not a people problem. It's a system problem. How do you stop tickets bouncing between teams and never getting resolved? Ticket bounce happens when a ticket lands with the wrong team at intake and gets passed around before anyone actually fixes it. The cost is real. HappySignals data shows each reassignment drops end-user happiness by seven points and burns an average of 1 hour and 46 minutes of productive time per bounce. Three things cause it: agents manually categorizing tickets under pressure make errors,... - Published: 2026-03-29 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/generative-ai/7-ways-automated-ticket-routing-transforms-your-service-desk-operations-in-the-age-of-agentic-ai - Categories: Generative AI - Blog authors: SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic The Key Takeaways: How AI Routing Transforms the Service Desk Manual triaging is costing your team an average of 47 minutes per misrouted ticket. By implementing automated routing and agentic AI, service desks are seeing: 30–40% Reduction in MTTR: Tickets are classified and assigned in seconds, eliminating "dead time" in the queue. 35% Better SLA Compliance: Automation removes human error and fatigue, ensuring P1 incidents are prioritized instantly. 83%+ First-Contact Resolution (FCR): Skill-based routing matches issues to the right expert immediately, rather than just the next person in line. Elimination of Burnout: Automated load balancing prevents top performers from being overwhelmed while freeing agents from the 25% of their day spent on manual admin. Autonomous Resolution: With agentic AI, common issues like password resets are now resolved entirely without human intervention. The service desk isn't what it used to be. Automated routing already changed the game for how tickets get assigned, and now agentic AI is pushing things even further, raising the question of whether a human needs to be in the loop at all. Still triaging manually? You're not just leaving efficiency on the table; you're missing the foundation that makes all of this work. Gartner research shows that AI-driven ITSM tools can cut incident resolution times by up to 30%, not by hiring more agents, but by eliminating the delay between ticket submission and proper assignment. According to Mizo. tech, 15-25% of manually triaged tickets get reassigned at least once, adding 47 minutes to resolution time per misroute. For a team handling 2,000 tickets a month, that's 390 hours gone every month, just from routing mistakes. Agentic AI is already changing what's possible here, but none of it works without a basis of solid routing. You can't resolve tickets autonomously at scale if you can't reliably classify and direct them first. The teams building that foundation now are the ones who'll be ahead when the rest catch up. Want to discover how automated ticket routing can transform your service desk operations? Scroll down to read more.   Faster first response and resolution timesSpeed is where the impact shows up first, and the mechanism is simple. The ticket comes in, it's read, classified, and assigned before any human has even seen it. We're talking seconds. Organizations using AI-driven routing report up to 40% lower MTTR, and routing speed is a major reason. That P1 network outage that used to sit in a queue until 9 AM? With automation, it hits the on-call engineer at 2:01 AM. Agentic AI takes this a step further: a growing class of common incidents are now resolved autonomously, closed before anyone even knew they were open. Better workload balance (and less burnout)punished for being efficient. They work faster, so they get more tickets. Meanwhile, someone else is barely keeping up, and nobody notices until things go sideways. That’s not a people problem. It’s a system problem. Automated routing fixes the system. Every assignment factors in skill, current load, and availability at the same time. No one gets buried while someone else coasts. This matters more than... - Published: 2026-03-17 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/service-desk/splashtop-and-sysaid-ai-premium-remote-support-simplified - Categories: Service Desk - Tags: help desk, IT service management, service desk, SysAid - Blog authors: Luthien Melchior - Role / functions: Service Desk Agent - ITSM maturities: Basic Our new partnership with Splashtop provides a seamless remote support experience directly from your Service Desk - in just one click! The challenges of providing remote support The "standard" remote support experience often kicks off with a series of hurdles, lag-time, and delays. A user sees a fishy popup, an "insufficient access" error appears, or the classic "turn it off and back on" fails. They’re frustrated, and as an IT service pro, you’re just getting started. For IT professionals, the struggle is real: The help desk agent: Spends 10 minutes of a 15-minute call just trying to get connected to the user's device, or even worse, spends 30 minutes trying to walk a user through a 5-minute fix without a remote session. The IT manager: Worries about security risks and Shadow IT (like agents using unauthorized Zoom sessions), increased MTTR, and lower CSAT. The business: Suffers from downtime and high operational costs due to remote support tools that are insufficient, low-resolution, or high-latency. That’s why we’re excited to announce our partnership with Splashtop. We’re bringing premium, high-performance remote support directly into your SysAid Help Desk that’s integrated with our AI. TL;DR: High-Performance Remote Support, Powered by AI SysAid’s partnership with Splashtop integrates enterprise-grade remote access directly into your service desk workflow. By combining high-speed connectivity with agentic AI, this integration eliminates the friction of traditional remote troubleshooting: One-Click AI Connectivity: SysAid Copilot automatically identifies the correct device and generates a session link—no secret codes or manual asset lookups required. Performance Without Latency: Supports 4K resolution and ultra-low latency across laptops, mobile devices, and kiosks, providing a "same-room" experience. Flexible Access: Includes both attended and unattended access, allowing for off-hours maintenance and background command execution without disrupting users. Automated Governance: Every session is automatically logged in the Ticket Journey, ensuring secure documentation and session recording for audit purposes. Smart Suggestions: Copilot learns from historical ticket data to proactively suggest remote sessions when they are the fastest path to resolution. Why Splashtop? The remote solution for everyone Splashtop is a best-in-class, award-winning solution that balances enterprise-grade power with total simplicity. Whether you’re managing a global server room or a single mobile device, Splashtop delivers: Security you can trust Forget bypassing firewalls or toggling VPNs. Splashtop provides a secure, direct link between devices. With SSO/SAML and granular permissions options, you can support your team without opening the door to hackers. Real-time support From 4K resolution to ultra-low latency, it feels like you’re sitting right in front of the device you’re mirroring. Supporting a broad range of operating systems across laptops, tablets, mobile phones, servers, and even kiosks–all your devices are covered. Advanced access options Need to fix a bug while the employee is at lunch? Or install software across the company during off-hours? Splashtop allows for both attended and unattended access, giving you the flexibility to work when it’s least disruptive. Additionally, you can start an ad-hoc session for a device not on your network.   Key features at a glance: In-session voice, chat, and notes Remote reboot and automatic reconnection Background actions and command... - Published: 2026-03-08 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/service-desk/why-it-teams-are-afraid-to-innovate-and-what-its-costing-them - Categories: ITSM, Service Desk - Blog authors: Oded Moshe - Role / functions: CIO, VP/Director of IT - ITSM maturities: Basic Challenge 2 from "The Reality of IT Today" | SysAid eBook Series There's a quiet fear that lives inside most IT organizations. It doesn't show up in dashboards or incident reports. You won't find it tracked in a Jira board. But ask any IT leader honestly, and they'll tell you: every time they push a major change, they hold their breath. It's the tension between innovation and stability, and it's one of the seven defining challenges we explore in our eBook, The Reality of IT Today. TL;DR: Overcoming the IT Innovation Trap Innovation in IT often stalls not because of budget or talent, but because of a "confidence problem. " The fear of disrupting production stability creates a cycle of inaction that leads to compounding technical debt. To break the cycle, IT leaders must shift from a "big-bang" mindset to one of managed risk: The Innovation Trap: Postponing change to ensure stability actually makes future migrations riskier, as legacy dependencies deepen and tribal knowledge becomes more concentrated. Psychological Safety vs. Technical Readiness: Adoption fails when "muscle memory" is ignored. Success requires sandbox environments and feedback loops that allow users to build confidence before a full rollout. The Cost of "Standing Still": Inaction is not the safe choice; it drives shadow IT, increases technical debt, and makes the eventual, inevitable migration more expensive and prone to failure. A Strategy for Velocity: Modern IT maturity is defined by the ability to "fail small" through phased rollouts and measuring deployment frequency alongside traditional uptime metrics. The double bind IT leaders live in every day The business wants IT to move faster, deploy AI, modernize the stack, and improve digital experiences. But IT knows that a single bad deployment can take down systems on which thousands of employees or customers depend. We see this constantly in the teams we work with. Innovation gets celebrated when it works and punished when it doesn't. Stability is expected, but never really rewarded. So teams default to caution, even when they know they need to move faster. And meaningful change keeps getting pushed back in favor of keeping the lights on. The pressure isn't letting up either. The World Economic Forum's Future of Jobs Report 2025 named skill gaps and cultural resistance to change as the #1 barrier to business transformation globally. It's not a talent problem or a budget problem at its core. It's a confidence problem. What this looks like in practice Picture an IT team rolling out a new ITSM platform. Better ticket routing, smarter automation, cleaner interface. But the rollout date gets pushed back. Then pushed back again. Why? Because they can't afford to disrupt the employees who rely on the current system every day. One broken integration, one confused wave of end users, and the CIO is fielding calls from the CEO. That's the innovation trap. The longer a team waits to change, the riskier change becomes. Legacy dependencies deepen. Tribal knowledge is concentrated in fewer people. The window for a clean migration quietly closes. The real problem isn't technical Here's what we've learned working... - Published: 2026-02-23 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/service-desk/the-hidden-cost-of-institutional-knowledge-in-it - Categories: ITSM, Service Desk - Blog authors: Oded Moshe - Role / functions: CIO, VP/Director of IT - ITSM maturities: Basic There's a person on almost every IT team who just knows things. They know why the integration between the CRM and the billing system behaves strangely on the last day of the month. They know which server can't be patched yet because of a dependency no one properly documented. They know that when a particular error code appears, you don't follow the runbook; you call Dave. This person is invaluable. They're also a ticking clock. TL;DR: The Hidden Cost of Institutional Knowledge When critical IT expertise lives in people’s heads instead of documented systems, your organization isn't just at risk—it's actively losing money. "Knowledge silos" create invisible bottlenecks that lead to: The "Dave" Dependency: Critical workarounds and "last-day-of-the-month" fixes that only one person knows, creating a single point of failure. A $2. 5M+ Annual Loss: Inefficient knowledge systems cost enterprises millions in lost productivity and time spent searching for non-existent documentation. Compounding Friction: New hires face longer ramp-ups, while senior staff are trapped in a cycle of constant firefighting and repetitive escalations. The Scale Paradox: Modern cloud and SaaS ecosystems are too complex for any one person to hold the full context, making "informal" knowledge more dangerous as you grow. What is institutional knowledge, and why is it dangerous? Institutional knowledge is the informal expertise that lives inside people's heads rather than in documented systems. It builds up naturally over time in any IT environment. A workaround gets implemented under pressure and never properly written up. A vendor issue gets resolved through a conversation that no one thought to log. A configuration decision gets made for good reasons that were never recorded anywhere. None of this feels dangerous in the moment. In fact, it often feels like efficiency. Why document everything when the person sitting next to you knows the answer? The problem is that IT environments are in constant flux. People get promoted. People leave. Teams grow. And every time one of those things happens, a piece of that invisible knowledge either walks out the door or gets stretched too thin trying to cover too many gaps. What this actually looks like in IT It's worth being concrete about what institutional knowledge looks like in practice, because it rarely announces itself. It tends to accumulate in a handful of recurring places: Undocumented workarounds. A specific script gets run manually every Sunday night to prevent a downstream reporting failure. It's not in any runbook. The engineer who wrote it left eighteen months ago. The person currently running it learned it from them informally and isn't entirely sure why it works. Vendor and integration quirks. The API connection between two SaaS platforms occasionally drops authentication tokens under a specific load condition. The fix takes thirty seconds if you know it, and hours to diagnose if you don't. That fix exists in one engineer's head, not in the documentation. Patch and update exceptions. Certain servers can't be updated on the standard cycle because of a dependency introduced years ago during a rushed migration. No ticket captures this. It's kept alive purely through institutional memory,... - Published: 2025-11-27 - Modified: 2026-01-11 - URL: https://www.sysaid.com/blog/itsm/future-bi-itsm-genai - Categories: ITSM - Tags: BI, Business Intelligence, Copilot, GenAI - Blog authors: Oded Moshe - Role / functions: CIO, VP/Director of IT - ITSM maturities: Basic Business intelligence (BI) is not a new capability within IT service management (ITSM). However, the use of generative artificial intelligence (GenAI) capabilities within ITSM tools or platforms now significantly alters the position of BI within ITSM. After 30 years of industry conversations about the wealth of data and information that can be “trapped” within ITSM tools, GenAI allows your organization and its employees to better access this without needing specialized skills or knowledge. However, these access limitations are not the only BI issue that GenAI can help with. There’s a great Gartner Research quote – from the “Is Your Business Intelligence Enabling Intelligent Business? ” (ID: G00769305) research paper by Julian Sun, published 9 March 2023 – that should be an eye-opener for ITSM professionals: “Business Intelligence (BI) and analytics have traditionally been used for generating reports and dashboards, but their true potential in driving business outcomes often remains untapped. ” Your IT organization might need better access to ITSM data and insight, but it must also align its better BI capabilities with business value. With this in mind, this blog explains the future of BI in ITSM, thanks to the power of GenAI. Why BI is so important to ITSM ITSM practices have always involved data and decision-making. However, the ability of ITSM professionals to make data-informed decisions has often been stifled by their inability to access, interpret, and leverage the data in their ITSM tools. BI capabilities have helped – offering the ability to transform the vast amount of data (in ITSM tools) into actionable insights related to: Optimizing operations – for example, improving resource allocation, incident prioritization, and change management Improving service delivery and end-user experiences Enhancing decision-making related to strategic direction and improvement. However, this has traditionally been a centralized or specialist capability. Better BI capabilities are a great opportunity for ITSM. However, until now, various factors have conspired to slow BI’s mainstream ITSM adoption. The barriers to greater BI use You might think that budget and technology availability are the primary barriers to greater BI use in ITSM. They often are, along with data silos caused by disparate systems and tools that lead to fragmented data. Plus, non-technical users might struggle to derive value from BI insights. Gartner Research – in its research paper “How to Manage Stakeholder Expectations for Your Analytics Initiatives” (ID: G00811908) by Jamie O’Brien and Anirudh Ganeshan, published 24 September 2024 – stated that “Heads of Analytics & BI struggle with stakeholder management, impacting delivery of analytics initiatives. ” The paper offers guidance on the need for better understanding communities, maximizing the value that these communities bring, and mitigating community behaviors that hinder delivery and value creation. It also offers three strategic insights to Chief Data & Analytics Officers (CDAOs) in support of this: “By 2026, 75% of CDAOs who don’t prioritize influence will be assimilated into tech functions. By 2027, more than half of CDAOs will secure funding for data & AI literacy programs to meet GenAI demands. By 2025, 90% of analytics content consumers will become creators enabled by AI. ”... - Published: 2025-11-26 - Modified: 2026-01-11 - URL: https://www.sysaid.com/blog/generative-ai/agentic-ai-browsers-risk-rules - Categories: Generative AI - Tags: Agentic AI, AI, Generative AI, Generative AI in IT - Blog authors: Alex Raif - Role / functions: Service Desk Agent - ITSM maturities: Basic I. The Bottom Line Up Front 1. 1 This Isn't Just Another Update, It's a Competitive Reshuffle Let's be clear: Agentic Browsers aren't just another software update. They're a fundamental change in how we work. This "AI-centric imperative" is forcing every company, including ours, to rethink our entire value proposition just to keep up. The money on the table is staggering- an estimated $2. 6 to $4. 4 trillion in new annual value globally. This isn't just about better chatbots. Agentic AI is proactive; it does things. We're talking about systems that can run entire processes on their own: pull CRM data, update the ERP, start an HR workflow, and alert the team, all without a human clicking "next. " This creates a huge internal push to deploy now. The risk? We fall behind and, as one analysis bluntly put it, "Some may not survive the transition. The "Governance Debt" Trap This rush to deploy is a trap. The pressure for speed leads to cutting corners on governance, a well-documented cause of project failures. Governance isn't a brake on innovation; it's the "essential foundation" for doing this right. Suppose we don't have a solid "boardroom blueprint" from day one. In that case, we'll simply be scaling up our own inefficiencies and accruing massive technical debt, thereby erasing any potential value we hoped to achieve. 1. 2 The Security Problem: AI Isn't Just Finding Info, It's Taking Action These AI agents completely change our threat model. Our old security focused on stopping data leaks (like a reactive DLP). Now, we have to control autonomous actions. A New Kind of Threat An AI agent isn't just a tool; it's an actor in our system, just like a human user, and we must treat it as such. This means our security controls cannot simply reside at the network edge anymore. The real controls must be built around identity, privilege, and oversight, right inside the agent's environment. The risk is no longer just data theft; it's massive operational failure. A single mistake by an agent can cascade and amplify through an entire automated workflow, creating a disaster. 1. 3 Our Mandate: What We Must Do Now For the CISO, CRO, and CIO, our job is clear: We must step in now. We need to establish governance, strictly define and limit what these agents are allowed to do, and build guardrails directly into the architecture from the start. This report outlines those technical risks and provides the architectural and policy blueprint we need to deploy this technology safely. II. The New Threat Model: How These Browsers Can Be Hacked 2. 1 Why Our Old Security Tools Are Blind Our legacy security tools are hopelessly outmatched. They were built to watch humans, not AI. They have a massive "in-session gap," meaning they can't see or understand what's happening inside the browser, which is now the new center of enterprise risk. This blind spot makes our traditional endpoint and network monitoring tools useless for defending against agentic attacks. They have no way of knowing if an agent is doing... - Published: 2025-11-10 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/help-desk/integrating-ai-into-itsm-a-strategic-roadmap-for-enhanced-service-delivery - Categories: Help desk - Tags: help desk, ITSM, service desk - Blog authors: Idan Rozen - Role / functions: Service Desk Agent - ITSM maturities: Basic Artificial intelligence (AI) is no longer a futuristic concept; it's a present-day imperative transforming IT Service Management (ITSM). By infusing automation, predictive analytics, and machine learning into ITSM processes, AI enables organizations to transition from reactive problem-solving to proactive, intelligent service delivery. But how do you integrate AI effectively to truly enhance your service delivery? The Transformative Role of AI in ITSM AI fundamentally reshapes ITSM by making service delivery faster, smarter, and more consistent. Key capabilities of this AI-driven approach include: Processing Unstructured Data: AI can understand vast amounts of unstructured data—like system logs, chat transcripts, and support tickets—to uncover actionable insights. Automating Routine Tasks: AI automates tasks such as ticket classification, routing, and resolution, allowing IT teams to focus on higher-value, strategic work. Predictive Analytics: AI identifies patterns in historical data to support predictive analytics and smarter decision-making, anticipating issues before they escalate. 24/7 Support: AI-driven virtual assistants handle user requests, answer questions, and resolve issues in real time, providing continuous service availability and reducing response times. The benefits are extensive: smarter operations with lower overheads, enhanced employee productivity, a better user experience, proactive problem prevention, and dynamic knowledge management. A Strategic Roadmap for AI Integration Effective AI integration into ITSM requires adherence to several best practices: Start Small, Win Fast: Begin by automating a single, high-volume, repetitive task to build momentum and demonstrate early value. Ensure Data Cleanliness: The effectiveness of AI is directly dependent on the quality of its input data. Clean, consistent ticket histories and updated knowledge bases are crucial. Poor data quality can lead to inaccurate outputs or "hallucinations" from generative AI models. Connect the Dots, Don't Create Silos: Integrate AI with existing systems like service desk platforms, chat tools, monitoring systems, and asset databases to allow it to pull context from multiple sources. Adopt a "People-First" Approach: Involve your team early, provide comprehensive training, and clearly communicate how AI will support their work, thereby building confidence and ensuring adoption. Make AI Explain Itself: Use AI tools that provide explanations or context behind their decisions to foster trust and facilitate adoption. Continuously Tune and Listen: Monitor AI performance, collect user feedback, and make ongoing adjustments to optimize results over time. SysAid: Secure, Purpose-Built AI for ITSM SysAid integrates generative AI deeply into every element of service management. It offers pre-built AI Agents and the capability to build custom AI Agents using a no-code AI Agent Builder. These agents are designed to act, not just suggest, by assessing issues, making decisions, and taking action. SysAid Copilot provides AI agent assistance and AI conversational chat for end-users, automating ticket categorization, prioritization, and handling, and offering intelligent recommendations. SysAid's AI framework is built with security, privacy, and control at its core, evidenced by SOC2 certification, GDPR compliance, customizable access controls, and continuous monitoring. It leverages industry-leading AI models, including GPT-4o, to power its intelligent capabilities. The competitive advantage of AI that is "built-in" versus "tacked-on" is crucial. SysAid's AI is explicitly described as "Not tacked on top. Purpose-built for ITSM". This native integration suggests superior performance, a more seamless... - Published: 2025-11-06 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/help-desk/seamless-connections-why-crm-integration-is-crucial-for-your-help-desk - Categories: Help desk - Tags: help desk, ITSM, service desk - Blog authors: Idan Rozen - Role / functions: Service Desk Agent - ITSM maturities: Basic In today's digital-first world, the expectation for IT support mirrors the seamless, intuitive experiences users encounter with consumer applications. A help desk is no longer just about fixing problems; it's about delivering a "consumer-grade experience" that prioritizes user satisfaction and efficiency for both the end-user and the support team. The Importance of User Experience in IT Support A positive user experience (UX) for support teams is vital for efficiency and satisfaction. This is facilitated by a centralized, user-friendly interface, customizable dashboards, intuitive navigation, and multi-channel capabilities that enhance agent productivity. When agents have the right tools and a smooth workflow, they can provide faster, more accurate, and more personalized support. For end-users, the experience is equally critical. Individuals increasingly prefer to attempt to resolve issues independently before seeking direct support. This highlights the importance of robust self-service options that are easy to navigate and provide relevant, immediate solutions. The demand for 24/7 support and an improved user experience is higher than ever, driven by expectations for instantaneous responses. Key Features for an Enhanced Help Desk Experience When evaluating help desk software, look for features that directly contribute to a superior user experience: Intuitive User Interface (UI): A clean, easy-to-navigate interface reduces the learning curve for agents and makes it simple for end-users to find what they need. Omnichannel Support: The ability to provide consistent support across various communication channels (email, chat, phone, self-service portals) ensures users can get help in their preferred method. Self-Service Portals and Chatbots: Well-implemented self-service can significantly reduce the help desk's workload by allowing users to resolve issues independently. AI-powered chatbots offer instant, human-like support for common inquiries. Knowledge Base Integration: A comprehensive, easily searchable knowledge base empowers both users and agents with readily available solutions and information. Automated Workflows and Intelligent Routing: These features streamline processes, ensure tickets are directed to the right person, and reduce resolution times, leading to faster and more consistent service. Real-time Analytics and Reporting: Provides insights into performance, identifies bottlenecks, and helps continuously improve service quality based on data. Personalization: AI can tailor responses based on user roles, preferences, and history, making interactions feel less like a bot and more like a competent support agent. SysAid: Delivering a Consumer-Grade Experience SysAid is designed to deliver a consumer-grade experience on autopilot, with an intuitive UI and a fully conversational experience for both agents and end-users. Its AI-powered capabilities are central to this enhanced experience: AI Conversational Chat: SysAid's AI conversational chat for end-users provides empathetic, conversational, and multilingual support across all channels, guiding users through troubleshooting and offering tailored solutions autonomously. SysAid Copilot for Agents: This feature acts as an AI agent assistant, providing intelligent recommendations and automating ticket categorization, prioritization, and handling, which empowers IT professionals to work more effectively. This collaborative model frames AI not as a replacement for human IT professionals but as an augmentation tool that empowers them. AI-Powered Self-Service Portal: SysAid's self-service portal leverages AI to help users resolve issues quickly and independently, reducing the need for direct support. By focusing on user-centric design and embedding advanced AI,... - Published: 2025-11-04 - Modified: 2026-05-04 - URL: https://www.sysaid.com/blog/service-desk/the-top-10-itsm-tools-in-2026-and-the-cost-of-getting-it-wrong - Categories: Service Desk - Tags: IT service desk - Blog authors: Ruth Stern - Role / functions: Service Desk Agent - ITSM maturities: Basic Your team isn't the problem. The system is. Service desk dysfunction almost always comes down to three things: legacy ticketing tools with no intelligence, no automation forcing agents to manually triage every request, and reactive processes with no self-service layer. The ITSM market has fractured. On one side: sprawling enterprise platforms built for Fortune 500 complexity, with implementation timelines stretching six months to a year and price tags to match. On the other: a new generation of AI-native platforms designed to deliver measurable ROI within weeks, not quarters. Here's the opinion no vendor wants to say out loud: most organizations are dramatically over-buying or under-buying their ITSM stack. This guide cuts through the positioning and tells you exactly what each platform is genuinely best at—and who should walk away. In 2026, AI-powered platforms promise operational cost savings of up to 30% while significantly reducing mean time to resolve (MTTR) incidents. But the gains are not evenly distributed. Teams that have adopted agentic AI are pulling ahead. Teams still running manual ticket workflows are falling further behind. The AI performance gap in 2026 A performance gap is quietly widening across IT organizations. Teams that have adopted agentic AI—AI that doesn't just suggest but acts autonomously—are seeing meaningful reductions in MTTR and rising employee satisfaction scores. Teams still relying on manual ticket triage and legacy workflows are drowning in backlogs. The difference isn't the budget. It's platform choice. The most effective implementations in 2026 are those where AI doesn't just chat with users but takes autonomous actions: resetting credentials, provisioning hardware, remediating endpoint security risks, independently of human intervention. Here's where each major platform genuinely stands. 1. SysAid Best for: mid-market organizations, lean IT teams, ESM expansion, high ROI priority We're leading with SysAid because, for the vast majority of mid-market organizations—those with between 250 and 5,000 employees who need real automation without a six-figure implementation budget—it’s the most complete answer in the market right now. SysAid’s core strength lies in its feature set, centered on its AI Copilot. This AI is trained directly on your organization’s proprietary data for immediate relevance. This process is frictionless: internal knowledge bases, such as those on SharePoint, can be synced with a single click, ensuring the AI Chatbot operates on your most current internal documentation. The SysAid platform integrates ITSM and ITAM into a single interface, leveraging native automation to streamline operations and deliver a documented 15-month average ROI. Deployment is fast, typically requiring approximately two months for go-live, ensuring rapid time-to-value. Furthermore, SysAid's agentic AI extends Enterprise Service Management (ESM) to departments such as HR, legal, and finance. The company also maintains a rapid pace of innovation, releasing new GenAI features bi-weekly, which sets it apart from legacy systems. Key differentiator: Zero-setup AI Copilot that trains on your organization's own data for immediate, relevant impact. Target audience: Mid-market organizations and lean IT teams seeking high automation value without lengthy implementation projects. Typical go-live: Approximately 2 months. Strengths: Integrated ITAM + CMDB, real-time sentiment analysis, no-code workflow automation, AI-driven ESM across departments. Watch out for: Pricing is subscription-based via a custom quote. The mobile app is occasionally reported to be less feature-rich than the desktop experience. 2. ServiceNow Best for: Global enterprises and highly regulated industries ServiceNow remains the undisputed platform of choice for large-scale enterprise environments.... - Published: 2025-10-30 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/elevating-customer-support-how-help-desk-software-enhances-user-experience - Categories: ITSM - Tags: help desk, ITSM, service desk - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic In today's digital-first world, the expectation for IT support mirrors the seamless, intuitive experiences users encounter with consumer applications. A help desk is no longer just about fixing problems; it's about delivering a "consumer-grade experience" that prioritizes user satisfaction and efficiency for both the end-user and the support team. TL;DR: Redefining IT Support Through Consumer-Grade UX Modern help desk software has shifted from a "break-fix" utility to a high-performance experience engine. By prioritizing intuitive design and AI-driven autonomy, organizations can mirror the seamless experiences users expect from consumer apps: The Dual-Experience Mandate: Excellence in support requires a "consumer-grade" interface for both agents (to boost productivity) and end-users (to meet 24/7 expectations). Empowered Self-Service: With users increasingly preferring independent resolution, robust self-service portals and searchable knowledge bases are now critical for reducing help desk volume. The Power of Omnichannel: Consistency across chat, email, and portals ensures users get help on their own terms without losing context or speed. AI-Augmented Support: Tools like SysAid Copilot and conversational AI transform support from manual triage to intelligent, empathetic, and multilingual assistance that resolves issues autonomously. Data-Driven Evolution: Real-time analytics move the help desk from reactive firefighting to proactive service improvement by identifying bottlenecks before they impact the user. The Importance of User Experience in IT Support A positive user experience (UX) for support teams is vital for efficiency and satisfaction. This is facilitated by a centralized, user-friendly interface, customizable dashboards, intuitive navigation, and multi-channel capabilities that enhance agent productivity. When agents have the right tools and a smooth workflow, they can provide faster, more accurate, and more personalized support. For end-users, the experience is equally critical. Individuals increasingly prefer to attempt to resolve issues independently before seeking direct support. This highlights the importance of robust self-service options that are easy to navigate and provide relevant, immediate solutions. The demand for 24/7 support and an improved user experience is higher than ever, driven by expectations for instantaneous responses. Key Features for an Enhanced Help Desk Experience When evaluating help desk software, look for features that directly contribute to a superior user experience: Intuitive User Interface (UI): A clean, easy-to-navigate interface reduces the learning curve for agents and makes it simple for end-users to find what they need. Omnichannel Support: The ability to provide consistent support across various communication channels (email, chat, phone, self-service portals) ensures users can get help in their preferred method. Self-Service Portals and Chatbots: Well-implemented self-service can significantly reduce the help desk's workload by allowing users to resolve issues independently. AI-powered chatbots offer instant, human-like support for common inquiries. Knowledge Base Integration: A comprehensive, easily searchable knowledge base empowers both users and agents with readily available solutions and information. Automated Workflows and Intelligent Routing: These features streamline processes, ensure tickets are directed to the right person, and reduce resolution times, leading to faster and more consistent service. Real-time Analytics and Reporting: Provides insights into performance, identifies bottlenecks, and helps continuously improve service quality based on data. Personalization: AI can tailor responses based on user roles, preferences, and history, making interactions feel less like a... - Published: 2025-10-30 - Modified: 2025-11-18 - URL: https://www.sysaid.com/blog/generative-ai/cursor-ai-impact-on-itsm-and-software-development - Categories: Generative AI - Tags: AI, Artificial Intelligence, Cursor AI - Blog authors: Inesa Bass, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic From predictive analytics to automated threat detection, artificial intelligence (AI) is revolutionizing how IT organizations design, operate, and maintain corporate IT systems. Development teams aren’t immune to the revolutionary opportunities of AI, with AI-powered code editors already in use. Among the available AI code editor tools, Cursor AI has probably attracted the most attention. However, beyond the industry excitement and potentially jaw-dropping demos, what’s Cursor AI’s value to IT organizations in terms of accelerated, AI-driven software development? To help, this blog looks at how Cursor AI can help your organization and why IT professionals – even if not directly involved in software development – should keep a “watching brief” on what’s happening with AI code editor tools as part of the AI revolution in IT. The AI-powered coding tool landscape The concept of AI-assisted software development has been propelled into the mainstream by the success of assistive tools like GitHub Copilot, ChatGPT, and Replit Ghostwriter. These tools can reduce the time developers spend on tasks such as boilerplate code, debugging, and even architectural decisions, resulting in faster software delivery cycles and improved code quality. Cursor AI takes AI-powered coding one step further, with the technology no longer acting as a passive helper (for developers) but embedding AI into the code editor experience, as explained below. Cursor AI explained Cursor AI is an AI-native code editor. If you want the technical insight, it’s built on a fork of Visual Studio Code (VSCode) that integrates large language models (LLMs) directly into the integrated development environment (IDE). Unlike other extensions or plugins, Cursor AI is designed to be “AI-first,” and its key features include: Context-aware code completion using LLMs AI-assisted debugging, including the explanation of errors and auto-fixes Refactor suggestions that understand code structure and intent Inline code chat, allowing developers to “talk” to their codebase and receive contextual feedback AI-powered code search across large repositories Test generation and documentation suggestions. Cursor AI aims to turn the IDE into a collaborative AI pair programmer. It’s an assistant that understands a developer’s code in real-time and offers intelligent, contextual support. The elevator pitch could be considered something like “Cursor AI is an IDE that doesn’t just assist but collaborates. ” The key software development benefits of Cursor AI The key benefits it offers to your software developers, and the areas where it differs from traditional code editors, include: Context-aware code generation – rather than providing generic autocomplete suggestions, Cursor AI analyzes the broader context, including multiple files, libraries, and code history, to generate accurate, relevant code snippets. AI-assisted debugging – Cursor AI reduces your developers’ debugging burden by providing real-time error explanations, suggested fixes, and automatic refactoring in response to a developer highlighting a piece of problematic code and asking, “What’s wrong here? ” The response might relate to logic flaws, API misuse, structural inefficiencies, or other issues. Inline code chat and refactoring – Cursor AI enables your developers to chat with their code. They can use natural-language questions like “How does this function work? ” or “Can you optimize this block? ” Your developers can... - Published: 2025-10-27 - Modified: 2026-02-19 - URL: https://www.sysaid.com/blog/itsm/beyond-automation-what-to-look-for-in-an-ai-powered-it-service-management-platform - Categories: ITSM - Tags: AI, change management, CMDB, ITIL, ITSM, Workflow Automation - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic While automation has long been a cornerstone of efficient IT Service Management (ITSM), the advent of AI has elevated its potential, moving beyond simple task execution to intelligent, proactive service delivery. An AI-powered ITSM platform offers capabilities that go far beyond basic automation, enabling smarter operations, predictive insights, and a truly transformative user experience. Differentiating AI-Powered ITSM from Basic Automation Traditional automation streamlines repetitive tasks, but AI-powered IT service management introduces intelligence, learning, and adaptability. A truly AI-powered ITSM platform offers a range of advanced features: Intelligent Ticket Routing: AI goes beyond simple keyword matching, evaluating priority levels based on business impact and urgency to direct requests to the correct person or team, saving time and reducing errors. Real-time and Proactive System Monitoring: AI continuously monitors business infrastructure, helping to identify performance bottlenecks or outages before they can disrupt operations. Predictive Analytics: Machine learning intelligence looks for trends and patterns to help support teams predict future service needs, enabling proactive problem prevention. AI-Powered Support Chatbots: These chatbots provide instant self-service, automated incident management, and AI-driven analytics that provide strategic insights. They can handle routine troubleshooting and escalate complex issues to human agents, reducing wait times and support costs. Natural Language Processing (NLP): Crucial for enhancing conversational AI accuracy and improving user interactions, NLP allows AI to interpret the intent behind requests, even with varied phrasing. Agentic AI: This signifies a higher level of autonomy and decision-making. Agentic AI can intelligently assess issues, make decisions, and take action on behalf of the IT team, moving beyond simple suggestions to direct execution. The benefits of integrating AI into ITSM are extensive, leading to: Smarter Operations with Lower Overheads: AI systems automate repetitive tasks, allowing human teams to focus on strategic work, leading to leaner processes and long-term cost savings. Enhanced Employee Productivity: AI handles routine tasks in seconds, freeing up employees for more meaningful work. Better User Experience: AI systems interpret user intent, providing accurate answers and reducing frustration. Improved Service Quality and Consistency: AI-powered ITSM solutions ensure employees have access to reliable support around the clock, with multilingual capabilities for global teams. Strategic & Informed Decision-Making: AI-driven technology helps IT teams make smarter business decisions by identifying trends, application usage, and potential issues before they escalate. SysAid: Your AI-Powered ITSM Solution SysAid stands out as a comprehensive IT service management platform with generative AI deeply embedded into every element of service management. Its AI is purpose-built for ITSM, trained on real IT tickets, workflows, and Service Level Agreements (SLAs), ensuring its relevance and effectiveness in practical IT scenarios. SysAid's "AI Agents" and "Agentic AI" capabilities are a key differentiator. These agents don't just suggest; they act, performing complex tasks such as employee onboarding, flagging assets with expiring warranties, and analyzing ticket trends to predict and prevent recurring issues. The no-code AI Agent Builder empowers IT teams to customize these agents to fit their unique needs. SysAid Copilot provides AI agent assistance and AI conversational chat for end-users, automating ticket categorization, prioritization, and handling, and offering intelligent recommendations. Furthermore, SysAid's AI-powered analytics provide real-time... - Published: 2025-09-28 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/navigating-it-changes-the-best-change-management-software-for-complex-environments - Categories: ITSM - Tags: AI, change management, CMDB, ITIL, ITSM, Workflow Automation - Blog authors: Idan Rozen - Role / functions: Service Desk Agent - ITSM maturities: Basic In today’s fast-moving IT landscape, change is constant. From routine software updates to major system migrations, handling change effectively is critical for minimizing disruption, reducing risk, and keeping systems running smoothly. For organizations with complex IT environments, specialized change management software is not just helpful, it is essential. Why effective change management matters Change management provides structure and consistency when making adjustments to IT systems. It helps manage organizational risk, streamlines routine changes like user provisioning and software updates, assesses the potential impact of proposed changes, and validates results afterward. Without a structured process, changes can lead to incidents, outages, and frustrated users. Some of the main benefits of effective change management software include: Greater visibility and control: A clear view of all current and upcoming changes improves transparency and oversight. More efficiency and consistency: Standardized workflows reduce manual effort and ensure changes are handled the same way every time. Stronger collaboration and engagement: Real-time communication tools bring stakeholders together throughout the change process. Better risk management: Predictive tools highlight potential risks early and help IT teams plan accordingly. Comprehensive reporting: Analytics provide detailed insights into change outcomes, helping teams make informed decisions and improve over time. What to look for in change management software Not all change management tools are the same. When evaluating options, focus on features that simplify complex processes while reducing risk: Comprehensive workflow management: Map and visualize each stage of the change process for clarity and smooth execution. Flexible approval paths: Customize approval steps so that the right people sign off on the right changes. Collaboration tools: Enable real-time communication among teams and stakeholders. Detailed reporting and analytics: Track the efficiency and impact of changes. Integration with other systems: Connect HR, IT, and project management tools for consistent processes across the business. Risk and impact analysis: Predict how proposed changes will affect the IT environment and flag conflicts early. Automated workflows: Handle routine, low-risk changes automatically to free up IT teams for more complex work. Collaborative change calendar: Plan and schedule changes while supporting Change Advisory Board (CAB) meetings. SysAid: streamlining change with AI precision SysAid is a leading option for organizations that need robust change management software. It includes built-in request, change, and problem management capabilities, along with out-of-the-box templates for faster setup. What sets SysAid apart is its use of AI to manage risk and streamline workflows. The platform can analyze historical change data, infrastructure dependencies, and CMDB information to assess the potential risk of each change. Higher-risk changes are flagged for manual review, ensuring IT experts focus where they are needed most. With advanced automation, SysAid handles complex, multi-step processes across departments with precision. Its ability to integrate applications and systems into one platform makes it especially effective in environments where interconnected changes are the norm. Ready to simplify complex IT changes? SysAid’s AI-powered change management software helps organizations reduce risk, minimize disruption, and handle change with confidence. Schedule a demo to explore how SysAid can streamline your change management. - Published: 2025-09-21 - Modified: 2025-11-20 - URL: https://www.sysaid.com/blog/itsm/how-to-choose-incident-management-software-with-advanced-analytics - Categories: ITSM - Tags: AI agents, Analytics, ITIL, ITSM, service desk - Blog authors: Idan Rozen - Role / functions: Service Desk Agent - ITSM maturities: Basic In IT, every minute of downtime costs. Systems stall, teams slow down, and business takes a hit. That is why incident management software is such a critical piece of the puzzle. It logs, tracks, and resolves unexpected disruptions fast. But in today’s environment, speed alone is not enough. To stay ahead of problems, not just react to them, you need incident management software with real-time analytics. Why incident management matters At its core, incident management is about consistency and control. It makes sure that when something goes wrong, whether it is a small glitch or a major outage, your team responds quickly, limits the impact, and documents everything for future learning. What are the key benefits of having a strong incident management system? Faster response times: Automated alerts and smart escalation get incidents to the right people instantly. Stronger compliance: Built-in workflows and audit trails make it easier to meet policies and regulations. Centralized visibility: Shared dashboards keep everyone on the same page, improving collaboration and resource allocation. Workflow automation: Routine tasks like notifications and follow-ups run automatically, shaving time off the resolution cycle. Root cause prevention: Incident data helps uncover why issues happen, so you can stop them from coming back. The advantage of real-time analytics Basic incident tracking is table stakes. What really changes the game is adding real-time analytics into the mix. With immediate insights, IT leaders can make faster, more confident decisions. Here is how advanced analytics improve incident management: Data-driven insights: Spot patterns in incidents, track SLA breaches, and identify recurring bottlenecks. Performance monitoring: Measure incident frequency, response times, and resolution quality to see where improvements are needed. Proactive detection: AI-powered tools surface risks and trends early, helping you act before issues snowball. Smart ticket handling: AI can automatically categorize, prioritize, and route tickets so urgent problems go straight to the right team. SysAid: turning analytics into action SysAid builds real-time analytics directly into its incident management platform, giving IT teams the tools to resolve issues faster and smarter. With SysAid, you can: Track Mean Time To Resolution (MTTR): Keep a close eye on how quickly issues are being closed. Balance incidents vs. requests: Understand where your workload is coming from. Pinpoint bottlenecks: See which sources or processes are slowing things down. AI agents go a step further by automating ticket classification and prioritization, ensuring critical issues are dealt with immediately. Add seamless integrations and mobile access, and your team can stay responsive whether they are in the office or on the go. Ready for faster, smarter incident resolution? With SysAid’s analytics-driven approach, incident management becomes more than firefighting. It becomes a strategic advantage. Schedule a demo to explore how SysAid can streamline your incident management - Published: 2025-09-18 - Modified: 2025-09-18 - URL: https://www.sysaid.com/blog/asset-management/beyond-tracking-smarter-it-asset-management-for-remote-monitoring-and-optimization - Categories: Asset management - Tags: AI, automation, ITSM - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic Managing IT assets today is about a lot more than keeping tabs on where they are. With teams spread out and devices scattered across offices, homes, and everywhere in between, IT leaders need smarter ways to stay on top of their equipment. That’s where modern IT Asset Management (ITAM) software with built-in remote monitoring comes in. Instead of relying on spreadsheets or endless site visits, IT teams can now oversee and optimize assets from one central location. The payoff? Better security, fewer surprises, and major cost savings. How IT asset management has changed In the past, ITAM was mostly about logging devices and tracking their lifecycle. But as remote and hybrid work became the norm, simply knowing “what’s where” wasn’t enough. Enter Remote IT Asset Management (RAM), a way to monitor and manage everything from laptops to servers without having to physically touch them. What are the benefits of switching to remote IT asset management (ITAM)? Stronger security: Centralized data storage and access controls reduce the risk of breaches and keep sensitive information locked down. Proactive maintenance: By spotting issues early, IT can fix problems before they escalate, avoiding downtime and extending the life of assets. More reliability: Continuous monitoring means fewer unexpected breakdowns and smoother day-to-day performance. Easy scalability: Adding new devices? They can be folded into the system instantly, with no extra hassle. True flexibility: Assets can be monitored from anywhere with an internet connection. Clearer visibility: A full picture of every device helps IT teams make fast, informed decisions. Better compliance: Automated checks highlight unpatched or unauthorized devices and generate audit-ready reports. Real cost savings: Less wasted time, fewer lost or unused assets, and smarter resource allocation. What to look for in modern ITAM software The best ITAM platforms don’t just log assets, they help you manage them intelligently. Key features to look for include: Real-time tracking: Always know where your devices are and how they’re being used. Automated inventory reports: See usage patterns and spot issues before they spread. Central dashboards: Manage everything from a single, unified view. Patch management: Keep devices secure with up-to-date software. Smart alerts and fixes: Get notified of problems, and in some cases, fix them automatically. Policy enforcement: Ensure all devices stay compliant with company standards. IoT integration: Tap into data from embedded sensors, RFID, WiFi, GPS, and more for even deeper insights. SysAid: Taking ITAM a step further SysAid takes IT Asset Management beyond tracking with built-in ITAM and a powerful Configuration Management Database (CMDB). By tying asset data directly into the service desk, IT teams get instant access to the information they need to resolve issues faster. Some standout capabilities include: AI agents that flag warranty expirations before they disrupt workflows. Automated relationship mapping across assets and configuration items, helping IT teams quickly spot root causes. Predictive insights that go beyond tracking, turning asset data into smarter decision-making. The result? Real-time visibility, stronger security, easier compliance, and less manual effort, all in one platform. Ready to move beyond tracking? If you’re looking for a way to simplify IT operations, strengthen security,... - Published: 2025-09-17 - Modified: 2025-09-17 - URL: https://www.sysaid.com/blog/generative-ai/deepseek-ai-itsm-security-risks - Categories: Generative AI - Tags: AI Security Risks, DeepSeek AI, Enterprise IT Operations, Generative AI in IT, ITSM and AI - Blog authors: Jasmine Chiu - Role / functions: CIO, VP/Director of IT - ITSM maturities: Basic The public launch of the DeepSeek artificial intelligence (AI) chatbot in early 2025 caused a significant media buzz, with it reported as a ChatGPT alternative that had been trained at a far lower cost. The global stock markets took note, especially in terms of its competitors’ positions, and DeepSeek was quickly established as part of the AI revolution. As an IT professional seeking to stay updated on the rapidly evolving AI technology landscape, you likely want to understand what DeepSeek offers and its potential impact on your IT operations. Does it, for example, hold any real potential to reshape IT service management (ITSM)? To help, this blog takes a closer look at what DeepSeek is, its aims, and whether the buzz around it is justified. DeepSeek explained As with SysAid’s nomenclature, DeepSeek is both an AI company focused on developing large-scale language models (LLMs) optimized for various enterprise and technical use cases and its AI chatbot offering. Unlike OpenAI’s ChatGPT and Google’s Gemini, which have focused on consumer use cases, DeepSeek is positioned in a more technical, developer-centric AI space. For example, code generation, automation, and operational intelligence. DeepSeek offers models such as DeepSeek-VL (Vision Language) and DeepSeek-Coder. These are not only trained on conversational data but also on large codebases, documentation repositories, and technical instructions. This focus helps to position DeepSeek for developer productivity, IT automation, and operations efficiency use cases. DeepSeek is targeted at practical utility for technical teams, making it especially relevant for IT organizations seeking domain-relevant AI tools. What caused all the DeepSeek interest? DeepSeek managed to get attention in a crowded AI market quickly. There were likely many factors involved. Some relate to the technology, but others are external to DeepSeek (the organization). For example, the level of investor attention, with venture capital firms keen to back what was seen as a challenger to OpenAI (and ChatGPT) in the enterprise AI space. DeepSeek’s Chinese origins might have also played a part, especially when pitted against the perceived US AI dominance, and the relative costs of training the AI models (it’s claimed that the DeepSeek V3 model was trained for US$6 million versus the US$100 million cost for OpenAI’s GPT-4). Returning to the technology aspects of DeepSeek interest, there are three key differentiators: Focused specialization – with DeepSeek going “deep” rather than “broad. ” For IT professionals, this facilitates higher performance in niche use cases like infrastructure scripting, log analysis, and data pipeline troubleshooting. Offering open models with strong performance, DeepSeek has released open-source models that outperform many commercial alternatives in benchmark tests. Community growth – developers and data scientists have backed DeepSeek’s tools due to their fine-tuned accuracy and practical relevance. This has driven widespread experimentation and created “grassroots” enthusiasm. Ultimately, DeepSeek has redefined what AI tools can do in technical environments. How DeepSeek is impacting the tech industry and ITSM The tech industry sees DeepSeek as part of a wave of domain-specific AI tools. Tools designed not for “casual conversation” but for solving real-world enterprise problems. However, the perceived benefits of DeepSeek to IT extend further... - Published: 2025-09-10 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/automating-your-it-service-desk-a-step-by-step-guide-to-efficiency-and-user-satisfaction - Categories: ITSM - Tags: help desk, ITSM - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic IT service desks are often buried under repetitive requests, from password resets to software installations. For many teams, these tasks can take anywhere from 5 to 20 hours each week. That’s valuable time lost on low-level work instead of strategic projects. The solution is automation, which can turn a service desk from a reactive support channel into a proactive and efficient part of the organization. The immediate benefits of service desk automation Automating common processes produces results quickly. It shortens ticket resolution times, reduces manual effort, and improves overall efficiency. Imagine a password reset or ticket routing handled automatically, freeing IT staff to focus on projects that drive real value. Automation also improves problem-solving over time as the system learns from repeated interactions. With 24/7 availability, users receive instant help whenever they need it, improving both employee and customer satisfaction. Expectations are rising, especially among younger users, many of whom expect responses from businesses within an hour. Meeting that standard is easier when automation is in place. Where automation can make the biggest difference Several areas stand out as high-impact opportunities for service desk automation: Knowledge base management Keeping IT knowledge bases accurate and up to date is critical. Automation ensures content is refreshed based on user queries and feedback, while AI enhances search and provides context-aware recommendations. A strong knowledge portal reduces the time agents spend resolving tickets. AI-powered chatbots Chatbots equipped with generative AI act as virtual support agents. They can understand and respond naturally to common questions, resolving a large share of tickets without human intervention. Quality assurance (QA) AI-assisted automation simplifies QA by automatically selecting conversations for review. It can highlight sentiment trends, flag recurring issues, and prioritize cases that need attention, making the process more effective. How to put service desk automation into practice To implement automation successfully, follow these steps: Choose the right help desk softwareLook for a platform that combines AI self-service, a comprehensive knowledge base, workflow automation, and integrations with your existing tools. Build and customize for your organizationConfigure the software to match your processes. This means setting up roles, workflows, and interfaces that make adoption easy for both IT teams and end users. Design workflows that workCreate workflows for common scenarios such as onboarding, offboarding, software installations, and password resets. Use integrated knowledge bases and AI to resolve simple requests, while setting up escalation paths for more complex cases. Monitor and improve continuouslyReview performance data regularly to refine processes and ensure automation is delivering the expected results. How SysAid supports service desk automation SysAid provides a help desk platform designed with automation at its core. It brings together AI self-service, workflow automation, and flexible integrations. Routine tasks like password resets, account unlocks, and ticket categorization are handled automatically, giving IT staff more bandwidth for strategic work. A standout feature is the no-code AI Agent Builder, which allows teams to design custom AI agents without needing development expertise. SysAid’s conversational AI works across channels, offering empathetic, multilingual support through both a self-service portal and chat. Organizations already using SysAid report measurable benefits, such as... - Published: 2025-09-07 - Modified: 2025-09-07 - URL: https://www.sysaid.com/blog/itsm/find-the-best-workflow-automation-software-for-your-it-services - Categories: ITSM - Tags: help desk, ITSM - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic Introduction In today's fast-paced business environment, the question isn't whether to automate your IT processes, but how. With an overwhelming number of tools on the market, finding the right workflow automation software for IT services can feel like a daunting task. You need a solution that not only streamlines your operations but also integrates seamlessly with your existing tech stack and empowers your team. This guide will walk you through the essential features to look for in a workflow automation platform. We'll explore what truly matters for mid-market IT teams and show you how to find a solution that helps you move beyond manual bottlenecks and unlock true business agility. What is IT workflow automation-and why does it matter? At its core, IT workflow automation is the use of software to perform tasks with minimal human intervention. This could be anything from a simple password reset to a complex, multi-stage employee onboarding process. For IT teams, automation matters because it: Reduces manual bottlenecks: Frees your team from repetitive tasks like data entry, ticket triage, and notifications. Enhances productivity: Speeds up processes, reduces human error, and allows your team to focus on higher-value, strategic work. Supports business agility: Creates consistent, repeatable processes that can be easily scaled and adapted across departments. Ultimately, the goal is to create a more efficient and effective IT service desk that can respond faster and deliver more value to the entire organization. Essential features to look for in workflow automation software When evaluating solutions, the best tools offer a powerful combination of functionality and ease of use. Here are the key aspects you should be looking for: Intuitive, no-code builders: The most effective platforms let anyone on your team, regardless of their coding knowledge, design and deploy powerful workflows using visual, drag-and-drop interfaces. Support for conditional logic and escalations: Robust automation should handle complexity. This means supporting conditional logic (if-then statements), multi-stage approvals, and automated escalations to ensure every task flow is controlled and compliant. Cross-departmental integrations: Your IT workflows don't exist in a silo. A great platform can connect to other critical business systems in HR, facilities, and procurement, creating a unified and efficient ecosystem. Intelligent AI capabilities: Modern automation goes beyond simple rules. Look for AI that can proactively trigger workflows, intelligently route tasks, and provide task suggestions, giving your automation a powerful, self-healing quality. Visibility and monitoring: You need to be able to monitor the performance of your automated workflows in real time. This means having clear dashboards and logging to track progress and identify any bottlenecks. A smarter approach: how SysAid delivers on this vision While there are many workflow automation tools on the market, SysAid’s AI-first approach combines powerful no-code functionality with native intelligence, making it an ideal choice for mid-market IT. Visual, no-code workflow design Our Workflow Designer uses intuitive drag-and-drop functionality, allowing any admin to build ITIL-compliant workflows for incidents, changes, and service requests. You can easily define phase-based stages, set rules, and add prebuilt action items for approvals, emails, and assignments without writing a single line of code. AI-powered logic... - Published: 2025-09-03 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/how-to-find-a-reliable-itsm-platform-for-enterprise-level-organizations - Categories: ITSM - Tags: help desk, ITSM - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic Introduction For enterprise-level organizations, choosing an ITSM platform is about more than just features, about reliability. A platform that's unreliable can compromise security, disrupt service, and erode trust across the business. The stakes are high, and the sheer number of options can make finding the right solution a daunting task. This guide is designed to help IT leaders navigate the market and evaluate platforms based on the criteria that truly matter for large, complex environments. We'll outline a strategic framework for finding a solution that delivers not only powerful features but also the trustworthiness and scalability your organization needs. What makes an ITSM platform truly reliable for an enterprise? For enterprise IT, reliability is a combination of technical capability, operational consistency, and vendor trustworthiness. Here are the key factors that define a truly reliable platform.  5 steps to finding a trustworthy solution To find the most reliable ITSM platform for an enterprise, a structured approach is essential. Step 1: Assess your enterprise needs. Begin by assessing your organization's specific requirements, including its level of complexity, the need for scalability, and critical compliance standards. Clearly define your challenges and what success looks like. Step 2: Evaluate feature offerings. Verify that the platform covers essential ITIL processes like incident, problem, and change management. Look beyond core functions to assess advanced capabilities such as AI-driven automation, robust reporting and analytics, and mobile access. Step 3: Prioritize user experience and support. Reliability hinges on adoption. Choose a platform with an intuitive user interface to ensure both IT staff and end-users can use the system effectively. Also, thoroughly vet the vendor's quality and availability of support for both implementation and ongoing maintenance. Step 4: Analyze integration and technology. A modern ITSM platform must be able to integrate with your existing systems, such as identity providers and monitoring tools. The most reliable vendors offer flexible deployment options, including cloud, on-premises, or hybrid models, to suit your specific infrastructure needs. Step 5: Conduct demos and pilots. Before committing, take advantage of vendor demos and limited pilot projects to test the platform with your real workflows. Look beyond the initial price tag to understand the total cost of ownership (TCO), factoring in implementation, training, and ongoing maintenance. How does SysAid meet enterprise-level needs? SysAid is built for enterprise-grade reliability, delivering a solution that is powerful, secure, and easy to use. Scale and consistency with ESM SysAid’s enterprise solution are designed for large organizations, providing unlimited workflows, automation rules, and AI-powered service delivery. Our ESM approach extends ITSM beyond IT into HR, finance, and security-ensuring consistency and reliability across departments. Responsible AI for powerful, trustworthy service. Reliability in the age of AI requires responsibility. SysAid is a proud signer of the Cloud Security Alliance’s AI Trustworthy Pledge, committing to safety, transparency, ethical accountability, and privacy protection. This demonstrates that our AI is not only powerful but also responsible and reliable. A security-first architecture you can depend on. Security is not an afterthought; it is foundational to our platform. We adhere to the Five Cs of Cybersecurity—continuity, compliance, control, coverage, and cost-effectiveness-ensuring... - Published: 2025-09-01 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/how-to-choose-the-right-itsm-software - Categories: ITSM - Tags: help desk, ITSM - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic Introduction The search for new ITSM software can feel like navigating a crowded and confusing marketplace. It's a critical decision, because the right platform doesn’t just manage tickets—it acts as the backbone of your IT operations. A misstep can lead to inefficiency and frustration, while a smart choice can transform your team into a strategic business partner. This guide provides a clear, four-step framework for evaluating and choosing an ITSM solution that not only meets your current needs but also positions your company for future success. The strategic approach: a 4-step guide to choosing itsm software To simplify your search, follow this proven framework that moves from identifying your unique needs to selecting a trusted partner. Step 1: Assess your specific needs. Before you can find the right tool, you must first understand your specific challenges and goals. Identify your pain points: Analyze your current IT operations to pinpoint areas for improvement and the specific problems the software needs to solve. Define your requirements: Create a list of essential features and "nice-to-have" capabilities to guide your selection process. Consider ITIL alignment: Determine if your organization uses or plans to use ITIL best practices and select a tool that supports them for efficient ticket management and service delivery. Step 2: Evaluate key features. Once you have your requirements, it’s time to look at the tools themselves. A modern ITSM platform should excel in these key areas: Usability and intuitive design: A user-friendly interface is essential to ensure adoption by your IT team and end-users. Scalability and AI readiness: Select a solution that can grow with your business and adapt to future needs, including emerging technologies like AI and advanced self-service. Interoperability and integration: The software must integrate seamlessly with your existing systems, such as identity providers and monitoring platforms, to ensure smooth data flow. Customization and flexibility: Look for a tool that allows you to tailor workflows, dashboards, and reports to your unique processes. Step 3: Consider the delivery model and costs. The choice between a cloud-based and on-premise solution is a critical one, driven by your company's infrastructure and security needs. It's also important to look beyond the initial price tag. Calculate the Total Cost of Ownership (TCO), including ongoing maintenance, upgrades, and support, to ensure the solution is truly cost-effective. Step 4: Choose a reliable vendor. Finally, you must choose a partner you can trust. Evaluate the vendor's reputation, commitment to continuous updates, and quality of support services to ensure long-term success. A vendor's recognition from industry analysts and awards can serve as a strong indicator of their credibility and market leadership. How does SysAid align with your selection criteria? SysAid offers a comprehensive ITSM platform that is built to meet and exceed all of these criteria, empowering IT teams to deliver exceptional service. The platform: a unified solution built for your needs. SysAid provides a unified solution that can scale with your evolving needs, from basic ticketing and help desk to complete ITSM capabilities. We offer flexible deployment options (cloud or on-premise), making us adaptable to organizations with different compliance... - Published: 2025-08-21 - Modified: 2025-08-26 - URL: https://www.sysaid.com/blog/itsm/cio-guide-ai-roadmap - Categories: ITSM - Blog authors: Inesa Bass - Role / functions: CIO - ITSM maturities: Basic Artificial intelligence (AI) has increasingly become a business-critical capability in the last few years and, as a CIO, you likely hear many voices shouting about the need for faster AI adoption. However, as with the proverb popularized by Spider-Man, “With great power comes great responsibility,” while AI capabilities are rapidly being added to enterprise applications, a well-crafted AI roadmap is essential for strategically adopting them. To help, this blog has been written to cut through all the AI “noise” around us right now to help CIOs and other C-level executives create a clear, value-driven AI roadmap. As Gartner® Research states here, “There is no one-size-fits-all AI roadmap; you need to create an AI roadmap that works for your organization. ”1 Why CIOs need an AI roadmap (and now! ) AI touches every part of the enterprise – from customer service and supply chain management to cybersecurity and human resources (HR). Importantly, AI is now a strategic improvement lever, not just a technical asset. Therefore, AI must focus on “what matters most,” with any lack of alignment between technical implementation and business objectives avoided. An AI roadmap is how effective CIOs make their AI initiatives work by: Aligning AI initiatives with business goals Prioritizing high-impact and high-value use cases Identifying the required skills, platforms, and infrastructure early  Ensuring compliance and ethical use (as per this Joe the IT Guy blog on AI governance platforms) Measuring success through well-defined key performance indicators (KPIs). This all starts with the definition of an AI vision and objectives. Building an AI Roadmap Step 1: Defining your AI vision and objectives Corporate AI adoption must start with clarity of purpose. As a CIO, working closely with executive leadership is important to define how your AI ambitions will support the enterprise strategy. For example, does your AI adoption goal need to focus on: Improving operational efficiency? Enhancing employee and/or customer experiences and driving personalization? Reducing operational costs? Minimizing risk through predictive analytics? Unlocking new revenue streams via intelligent products? It might encompass more than one of these or something else. However, whatever the primary motivation is, your organization’s AI roadmap must be anchored in clear, measurable business outcomes. Building an AI Roadmap Step 2: Assessing your current data and technology landscape With a more traditional journey, reaching a desired destination is hard if you don’t know where you’re starting from. The same is true with AI adoption. In this case, your AI will only be as good as the data and infrastructure behind it. So, before investing in any new AI platforms, there’s a need to assess your organization’s: Data quality, availability, and governance Current analytics and machine learning capabilities Cloud maturity and scalability Security and compliance readiness. The early AI failures can usually be attributed, at least in part, to poor data hygiene or the lack of integration across systems. So, ensure your organization evaluates whether its data is “AI-ready. ” Where gaps are identified, they must be addressed. Building an AI Roadmap Step 3: Choosing the right AI use cases You don’t need me to tell you... - Published: 2025-08-21 - Modified: 2025-09-01 - URL: https://www.sysaid.com/blog/itsm/how-can-problem-management-software-help-reduce-recurring-it-issues - Categories: ITSM - Tags: help desk, ITSM - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic As an IT professional, there are few things more frustrating than a recurring incident. You fix it, the ticket is closed, and then, a few days later, the same issue reappears. This cycle of fixing symptoms instead of addressing the root cause is a constant drain on resources, a source of stress for your team, and a major cause of downtime for the business. This is where problem management comes in. While incident management is about getting service back up and running as quickly as possible, problem management is a proactive ITIL process focused on investigating and eliminating the underlying causes of those incidents. This guide will show you how modern problem management software-especially when enhanced with AI-is the key to breaking this cycle and building a more stable, efficient IT environment. What is problem management, and why does it matter? Problem management is a vital process for elevating the maturity of your IT service desk. Instead of treating every incident as a one-off event, it enables your team to identify patterns and address the core issues driving them. Beyond the fix: finding the root cause The primary goal of problem management is to move from temporary workarounds to permanent fixes. By facilitating a structured investigation into recurring incidents, your team can pinpoint the deep-seated issues that are causing repeated disruptions. Resolving these root causes reduces your long-term workload and minimizes user frustration. From reactive to proactive By analyzing incident trends and historical data, problem management allows you to forecast potential issues and act before they become critical. This shifts your team from a constant state of "firefighting" to a proactive state of "fire prevention," leading to improved service stability and a more focused, motivated staff. The key to a healthier service desk A well-defined problem management process directly impacts key performance metrics. Fewer recurring incidents mean less downtime, a lower Mean Time to Resolution (MTTR), and improved service quality. This not only makes your users happier but also translates into significant cost savings for the organization. How SysAid delivers on this vision While traditional problem management is powerful, it can be slow and data-intensive. AI is changing the game by automating and accelerating the entire process. A modern, AI-first platform doesn't just help you manage problems; it helps you find and prevent them. AI-enhanced problem lifecycle AI can connect incidents to underlying problems, suggest potential root causes by analyzing ticket data, and recommend permanent solutions or workarounds from your knowledge base. It can even identify all affected assets via your CMDB to ensure a comprehensive fix. This drastically reduces the manual effort involved in problem investigation. Predictive prioritization & proactive prevention With AI, problem management becomes truly predictive. The platform can auto-prioritize problems based on impact and severity and even forecast the likelihood of incidents recurring. This allows your team to be proactive, addressing high-risk issues before they have a chance to escalate. Accelerated diagnosis with AI agents and SysAid Copilot AI Agents and a conversational AI assistant (Copilot) can act as a powerful extension of your team. They can assist... - Published: 2025-08-20 - Modified: 2026-02-19 - URL: https://www.sysaid.com/blog/itsm/mastering-it-process-automation-strategies-for-effective-workflow-optimization - Categories: ITSM - Tags: automation, IT service management, ITSM, service desk - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic In today's fast-paced business environment, the question isn't whether to automate your IT processes, but how. With an overwhelming number of tools on the market, finding the right workflow automation software for IT services can feel like a daunting task. You need a solution that not only streamlines your operations but also integrates seamlessly with your existing tech stack and empowers your team. This guide will walk you through the essential features to look for in a workflow automation platform. We'll explore what truly matters for mid-market IT teams and show you how to find a solution that helps you move beyond manual bottlenecks and unlock true business agility. What is IT workflow automation - and why does it matter? At its core, IT workflow automation is the use of software to perform tasks with minimal human intervention. This could be anything from a simple password reset to a complex, multi-stage employee onboarding process. For IT teams, automation matters because it: Reduces manual bottlenecks: Frees your team from repetitive tasks like data entry, ticket triage, and notifications. Enhances productivity: Speeds up processes, reduces human error, and allows your team to focus on higher-value, strategic work. Supports business agility: Creates consistent, repeatable processes that can be easily scaled and adapted across departments. Ultimately, the goal is to create a more efficient and effective IT service desk that can respond faster and deliver more value to the entire organization. Essential features to look for in workflow automation software When evaluating solutions, the best tools offer a powerful combination of functionality and ease of use. Here are the key aspects you should be looking for: Intuitive, no-code builders: The most effective platforms let anyone on your team, regardless of their coding knowledge, design and deploy powerful workflows using visual, drag-and-drop interfaces. Support for conditional logic and escalations: Robust automation should handle complexity. This means supporting conditional logic (if-then statements), multi-stage approvals, and automated escalations to ensure every task flow is controlled and compliant. Cross-departmental integrations: Your IT workflows don't exist in a silo. A great platform can connect to other critical business systems in HR, facilities, and procurement, creating a unified and efficient ecosystem. Intelligent AI capabilities: Modern automation goes beyond simple rules. Look for AI that can proactively trigger workflows, intelligently route tasks, and provide task suggestions, giving your automation a powerful, self-healing quality. Visibility and monitoring: You need to be able to monitor the performance of your automated workflows in real time. This means having clear dashboards and logging to track progress and identify any bottlenecks. A smarter approach: how SysAid delivers on this vision While there are many workflow automation tools on the market, SysAid’s AI-first approach combines powerful no-code functionality with native intelligence, making it an ideal choice for mid-market IT. Visual, no-code workflow design Our Workflow Designer uses intuitive drag-and-drop functionality, allowing any admin to build ITIL-compliant workflows for incidents, changes, and service requests. You can easily define phase-based stages, set rules, and add prebuilt action items for approvals, emails, and assignments—all without writing a single line of code. AI-powered... - Published: 2025-08-19 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/how-to-automate-your-it-service-management-all-you-need-to-know - Categories: ITSM - Tags: automation, IT service management, ITSM, service desk - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic "How can I automate our IT service processes effectively? " This is the question on the mind of every IT leader. The modern IT service desk is often overwhelmed by a flood of repetitive, manual tasks - from ticket triage and password resets to routine onboarding requests. This constant cycle of "fighting fires" leaves little time for strategic work, innovation, or proactive problem-solving. Automation isn't just a buzzword; it's the solution that allows IT teams to move beyond the daily grind and reclaim their time. But effective automation isn't about speed alone. It requires structure, compliance, and clarity to truly deliver value. This guide will walk you through the essential steps and best practices for successfully automating your IT service processes, transforming your team from a reactive support function into a strategic business partner. The foundation of effective automation: structure first, speed second Before you automate, you must establish a strong foundation. Simply plugging in a new tool without a clear strategy can lead to more chaos, not less. Effective IT automation is built on a few core pillars: Governance and compliance: Any automation you deploy must respect your internal policies and regulatory requirements like HIPAA, GDPR, and data privacy. This means building in access roles, audit trails, and secure workflows from the very beginning. ITIL framework alignment: Your automated workflows should reflect your existing ITIL processes for Incident, Change, Problem, and Request Management. This ensures that your automations understand status transitions, required approvals, and cross-team collaboration, keeping your service delivery consistent. SLA-based logic: Automation should work in harmony with your service level agreements (SLAs), escalating tickets when thresholds are missed, pausing timers based on status, and adapting based on business hours. Scalable technology: To truly succeed, your tools must be able to integrate with your existing environment and grow with your needs, all without requiring constant developer resources. Once this foundation is in place, you can safely bring in intelligent AI layers to handle the repetition and proactively detect issues. A practical guide: your 5 steps to ITSM automation Automating your IT service desk may seem daunting, but a structured approach makes it achievable. Follow these five key steps to build momentum and see quick wins. 1. Identify and prioritize tasks Start by pinpointing the areas with the biggest potential for impact. Analyze your existing workflows to find tasks that are repetitive, manual, or have high error rates. Focus on high-impact, low-complexity tasks first, such as ticket routing or auto-assignment. Automating these simple, frequently occurring tasks will demonstrate immediate value and build buy-in from your team. 2. Choose the right tools Selecting the right technology is critical. Look for an ITSM platform with robust automation capabilities, a no-code workflow designer, and a built-in AI virtual agent. The best tools will offer strong integration capabilities with your existing systems, be user-friendly for your team, and provide scalability to grow with your organization's needs. 3. Design and implement workflows This is where you turn your strategy into action. First, map out the current manual process for the task you want to automate. Then,... - Published: 2025-08-19 - Modified: 2025-09-01 - URL: https://www.sysaid.com/blog/itsm/what-are-the-top-features-to-consider-in-itsm-platforms - Categories: ITSM - Tags: automation, IT service management, ITSM, service desk - Blog authors: Liora Coberman - Role / functions: Service Desk Agent - ITSM maturities: Basic Choosing an IT Service Management (ITSM) platform is one of the most critical decisions an IT leader can make. The right tool can transform your team from a reactive support desk into a strategic business partner, while the wrong one can lock you into a cycle of inefficiency and frustration. With countless options available, how do you cut through the noise and identify the features that truly matter? This guide is designed to help mid-market IT teams and decision-makers understand the essential capabilities of a modern ITSM platform, with a special focus on the new must-have: AI-enhanced automation. The essentials: core features for modern ITSM When evaluating ITSM platforms, these foundational capabilities are non-negotiable for delivering structured, efficient, and reliable service. ITIL-based management: Incident, problem, and change A modern ITSM platform must have robust, ITIL-aligned modules for managing the service lifecycle. This includes: Incident Management: To restore normal service operations as quickly as possible. Problem Management: To identify and resolve the root cause of recurring incidents. Change Management: To ensure new services or changes are implemented smoothly and with minimal risk. These modules ensure your service delivery is structured, auditable, and aligned with industry best practices. Empowering self-service: Knowledge Management and Service Catalogs The best way to reduce ticket volume and empower end-users is to enable them to help themselves. Knowledge Management: A centralized knowledge base allows IT to document solutions and guides, making them accessible to both end-users and agents. Service Catalog: This provides a standardized, user-friendly menu of all IT services, from software requests to new hardware, simplifying fulfillment and ensuring all necessary information is captured upfront. Strategic visibility: Configuration management (CMDB) A Configuration Management Database (CMDB) is a must-have for understanding your IT environment. It maps the relationships and dependencies between assets (like a server, a printer, and a software license), so you can: Analyze the impact of a change before it happens. Quickly identify assets affected by an incident. Ensure compliance and security by having a single source of truth for your entire IT infrastructure. Data-driven decisions: Reporting and analytics You can't improve what you can't measure. A strong ITSM platform provides real-time, intelligent insights through dashboards and reports. This gives you the visibility to: Monitor key metrics like Mean Time to Resolution (MTTR) and SLA adherence. Track ticket trends and identify bottlenecks in your processes. Optimize your service desk operations and demonstrate value to the business. Built for growth: Scalability and integration Your chosen platform must be able to scale with your organization's growth. It also needs seamless integration capabilities to connect with your existing tools, from monitoring and identity systems to your HR platforms, creating a unified and efficient ecosystem. The modern must-have: the power of AI-enhanced automation While the core features above are essential, what truly differentiates a modern ITSM platform is its ability to leverage AI. AI is no longer a futuristic concept; it is the engine that amplifies every core function of your service desk. It streamlines workflows, accelerates responses, and ensures consistency, allowing your team to move beyond repetitive tasks. How SysAid... - Published: 2025-08-14 - Modified: 2026-04-13 - URL: https://www.sysaid.com/blog/itsm/enhancing-efficiency-and-automation-harnessing-ai-for-modern-it-service-management - Categories: ITSM - Tags: AI, help desk, IT service management, ITSM - Blog authors: Idan Rozen - Role / functions: Service Desk Agent - ITSM maturities: Basic As an IT leader or manager in a mid-sized company, you're constantly fighting fires. It's a never-ending cycle of manual ticket triage, repetitive tasks, and the feeling that you're always playing catch-up. This reactive state keeps your team from tackling bigger, strategic projects. Here's the truth: AI is the solution to this problem. It's not just a buzzword; it's a powerful tool designed to change the way you work. By automating the mundane and providing intelligent assistance, AI frees your team to be more proactive and impactful. For mid-market companies, this isn't just about adopting new technology. It's about a smarter way to work, improving service quality, and driving real business value. Beyond basic automation: the smarts of Agentic AI We've used basic automation in ITSM for a while, for things like routing tickets. But now, there's a new kind of AI called Agentic AI. Unlike the older systems that followed simple rules, agentic AI can actually size up a problem, figure out what to do, and then act on it. Think of it this way: instead of a system that just sends a ticket to the right person, this one can find a potential problem on its own, figure out the solution, and fix it before anyone even knows there was an issue. SysAid’s approach to Agentic AI is all about helping your team without forcing you to completely change how you work. Our platform comes with a set of AI Agents you can tweak to fit your needs. These agents can handle a ton of tasks, like: New employee onboarding: An AI Agent can automatically set up new user accounts, hand out software licenses, and get access rights sorted across different systems. Preventing problems: Agents can watch your systems, predict when hardware might fail, and automatically create a ticket for your team before a user ever notices a problem. With SysAid, you're always in the driver's seat. Our AI Agent Builder is a no-code tool that lets you build and customize these agents to match your exact business rules. This way, the AI is a part of your team, not some mysterious tech you can't control. Better support for everyone with SysAid Copilot End users just want fast, reliable help. Your IT agents want to do meaningful work, not answer the same questions over and over. SysAid Copilot, our conversational AI, tackles both of these issues head-on. For end users: a better experience SysAid Copilot gives you a 24/7 chatbot that works on your self-service site, in email, and on platforms like Microsoft Teams. Users can just type their issue in plain English, and the AI will: Give instant answers: Copilot checks your knowledge base, past tickets, and other approved sources to give quick, correct solutions. Create tickets automatically: If the problem is bigger than the bot can handle, Copilot can create a detailed service ticket based on the chat, so users don't have to fill out a bunch of forms. Offer help in different languages: It can understand and reply in multiple languages, making sure everyone gets the help... - Published: 2025-08-13 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/cloud/sysaid-has-signed-the-cloud-security-alliances-ai-trustworthy-pledge - Categories: Cloud - Tags: IT security, IT service management, security - Blog authors: Alex Raif - Role / functions: IT Manager, Service Desk Agent - ITSM maturities: Basic AI is rapidly changing IT service management (ITSM)-but with innovation comes responsibility. For mid-market IT teams, the pressure is real: adopt AI to improve efficiency, but ensure it’s secure, transparent, and compliant. That’s why SysAid has joined the Cloud Security Alliance’s AI Trustworthy Pledge. This isn’t about ticking a compliance box. It’s a commitment to designing, developing, and operating AI in a way that protects users, fosters transparency, and ensures fairness in every outcome. The challenge: Trust in AI for ITSMMany IT leaders want AI’s efficiency gains-automated ticket triage, instant knowledge retrieval, proactive issue resolution-but worry about: Compliance risks if AI tools mishandle sensitive data. Opaque AI behavior that’s hard to explain to stakeholders or regulators. Bias and fairness concerns that could undermine trust among users. For IT decision-makers, these aren’t theoretical risks-they’re operational and reputational hazards that can stall AI adoption. Why this Matters for IT teams and decision-makers Without trust, AI projects struggle to gain internal approval or long-term adoption. Mid-market IT teams, often running lean, can’t afford failed AI initiatives. A trustworthy AI approach means: Compliance by design – aligning with laws and industry standards from day one. Full transparency – knowing how AI systems make decisions. Fairness and accountability – ensuring outcomes don’t unintentionally harm users or business processes. By signing the CSA AI Trustworthy Pledge, SysAid is publicly committing to these principles-giving IT leaders confidence that AI-powered ITSM can be both powerful and safe. SysAid’s Approach to Responsible AI in ITSMSysAid’s Agentic AI and Copilot capabilities are built with governance at the core: 1. Safe AI by design Role-based and data-level access controls. Guardrails that prevent unsafe or unauthorized actions. AI security scanning for every line of generated code. 2. Transparent operations All AI actions are logged and traceable. Customizable prompts so organizations can align AI behavior with their policies. Clear documentation on AI agent capabilities and limitations. 3. Fair and explainable outcomes Testing and approval workflows for every new AI agent before deployment. Anonymization of sensitive data in training and operation. Built-in explainability so IT teams can show how AI decisions are made. Best practices for adopting trustworthy AI in ITSM Start with clear use casesFocus on repetitive, low-risk tasks first-like password resets or asset warranty checks-before expanding into complex workflows. Establish governance earlyDefine who can build, deploy, and modify AI agents. Document these processes for compliance. Measure and monitorUse metrics like ticket resolution time, SLA adherence, and user satisfaction to validate AI performance. Invest in AI skillsEnroll your IT staff in programs like SysAid’s AI Admin Certification to build internal expertise on safe and effective AI use. Conclusion Signing the CSA AI Trustworthy Pledge is more than a symbolic gesture for SysAid-it’s a reinforcement of how we approach AI in ITSM: with safety, transparency, and fairness at the core. For IT decision-makers, that means you can explore AI-driven automation knowing that it’s backed by governance and a commitment to doing AI the right way. - Published: 2025-08-11 - Modified: 2025-09-01 - URL: https://www.sysaid.com/blog/itsm/how-do-i-find-software-that-automates-our-it-service-desk-tasks - Categories: ITSM - Tags: automation, IT service management, ITSM, service desk - Blog authors: Liora Coberman, SysAid - Role / functions: IT Manager, Service Desk Agent - ITSM maturities: Basic I know the grind of a busy it service desk all too well. Manual ticket triage, endless sorting and routing, and repetitive requests like password resets can consume your team’s entire day. In the fast-paced world of mid-market business, this reactive cycle isn’t sustainable. The good news is that you don’t have to stay in a constant state of reactive support. The right IT service management (ITSM) software with built-in automation and AI can transform your operations, creating a new standard for how work gets done. It’s not just about saving time, it’s about liberating your team to focus on meaningful work that drives business value. The challenge: finding the right automation for your team Finding the right software can feel overwhelming. A quick search reveals a sea of options, from simple ticketing systems to enterprise-level platforms. For mid-market it teams, the key is to find a solution that is powerful enough to handle complex needs but simple enough to implement quickly and without extensive coding. Why ITSM automation matters Automation is “the creation and application of technologies to produce and deliver goods and services with minimal human intervention”. For an it team, this means delegating repetitive, low-value tasks to a system so your human experts can handle more strategic projects. Automating key workflows delivers tangible benefits: Boosted efficiency: automate tasks like ticket sorting and assignment, ensuring that requests are handled faster and with greater accuracy. Reduced errors: AI-powered agents learn from past data, continuously improving their task resolution strategies and minimizing manual mistakes. Faster service delivery: quicker ticket resolution, self-service options, and proactive support lead to a better experience for end-users, reducing wait times and improving productivity across the organization. Operational flexibility: automation empowers your team to respond to business needs faster and scale services without adding headcount. How does SysAid’s approach address the problem? SysAid’s ITSM platform is designed to put automation and AI at the heart of your service desk, not as an afterthought. Here’s how its capabilities help you solve the challenges of manual workflows: AI-powered ticket triage: SysAid’s AI agents analyze every incoming ticket in real-time, automatically setting the priority, SLA, and assigning it to the right team or person. This eliminates manual sorting and ensures tickets are handled efficiently from the start. The platform is purpose-built for ITSM and trained on real IT tickets, workflows, and SLAs. No-code automation: with SysAid’s workflow designer, you can build complex automation rules, like routing, notifications, and escalations, without writing a single line of code. It’s an intuitive, visual interface that allows you to automate everything from simple approvals to multi-step, cross-departmental processes with drag-and-drop ease. Smart self-service: SysAid’s 24/7 AI chatbot helps users help themselves. It suggests relevant knowledge base articles or creates a ticket with one click if needed. This deflects common requests and frees up your agents for more complex issues. A unified automation platform: SysAid’s AI agents can trigger actions across your entire tech stack, including tools like Azure AD and Slack. This enables seamless, one-stop orchestration, allowing you to design a workflow once and run... - Published: 2025-07-24 - Modified: 2026-04-13 - URL: https://www.sysaid.com/blog/sysaid/sysaid-recognized-as-one-of-the-top-rated-help-desk-software-in-2025 - Categories: SysAid - Blog authors: SysAid - Role / functions: CIO - ITSM maturities: Basic We’re proud to share that SysAid has been honored with multiple recognitions from Gartner Digital Markets brands - Capterra, GetApp, and Software Advice. Our product has been listed on several highest-rated and most popular software charts for the following software categories, released this year: 2025 Capterra Shortlist for: Help Desk IT Asset Management Remote Support, IT Management, Knowledge Management 2025 Software Advice FrontRunner in Help Desk, IT Asset Management, Remote Support & Knowledge Management 2025 GetApp Category Leader in Help Desk, IT Asset Management & Knowledge Management SysAid’s Agentic AI capabilities, built on its ITSM platform, automate routine IT tasks and reduce reactive workloads. AI Agents initiate actions, freeing IT teams to focus on strategic priorities like optimization and innovation. Rapid deployment with minimal disruption is achievable within weeks via streamlined onboarding. SysAid’s AI is purpose-built for IT and supported by an award-winning service team. Security, compliance, and governance are integrated to enable responsible AI adoption, providing greater control and confidence. Here’s what some of our users have to say about their experience with us: “SysAid is a committed and professional team, they bring a great balance of expertise and enthusiasm to their work. It’s clear they genuinely enjoy what they do. Highly recommended! ” - by Alex P. “Reliable way to report requirements and problems, processing according to priorities. Surely benefits from implementation in the respective field. ” - by Spyros D. “SysAid has been a wonderful ITSM tool so far. The support from both business and technical has been superb" - by Peter A. Want to share a review? Click here SysAid is proud to be recognized among the top-rated help desk software in 2025. These awards reflect our commitment to providing IT teams with efficient, innovative tools to simplify service management and support delivery. We thank our customers for their feedback and look forward to continuing to help organizations improve their IT operations. Disclaimer: The Gartner Digital Markets badges from Capterra, GetApp, and Software Advice are trademarks and service marks of Gartner, Inc. and/or its affiliates are used herein with permission. All rights reserved. Gartner Digital Markets badges constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Gartner, Inc. or its affiliates. - Published: 2025-07-24 - Modified: 2025-07-31 - URL: https://www.sysaid.com/blog/itsm/itsm-in-2025-what-you-need-to-know - Categories: ITSM - Blog authors: Inesa Bass - Role / functions: IT Manager, Service Desk Agent - ITSM maturities: Basic IT and IT service management (ITSM) are facing their biggest transformation in decades, and at the center of it all is Agentic AI. Our new SysAid State of Service Management report, The Rise of Agentic AI in ITSM: 2025 Mega-Trends Shaping the Future of IT Service Management, surveyed over 1,200 IT professionals across industries, regions, and seniority levels - 42% of whom hold decision-making roles. What we found confirms what many IT leaders already feel: IT isn't just about fixing IT issues anymore. Instead, it's about forecasting, preventing, and driving business outcomes. In this blog and another coming soon, we highlight key survey findings, starting with how expectations for Agentic AI are reshaping ITSM. Expectations of Agentic AI are high Agentic AI is the definitive ITSM trend for 2025. IT organizations no longer just want AI to assist. Instead, they want it to execute, resolve, and optimize IT workflows autonomously. Specifically, our State of Service Management survey found that 52% of IT leaders say automating responses to recurring issues is the capability they want most from the next wave of Generative AI (GenAI). When we asked IT leaders about their top wishes for the IT service desk in 2025, the answers were clear: 23% want Level 1 issues fully resolved without human intervention 22% need routine tasks built and executed automatically 21% hope AI can suggest the correct ticket categories right from the start. In short, IT teams don't just want support, they want smart, self-driving service desks that can keep pace with the business. We believe that the future of ITSM is autonomous, adaptable, and insight-driven. Where AI agents go beyond executing predefined tasks to dynamically analyze, decide, and act based on real-time data and operational context. AI offers a wealth of opportunities in ITSM. However, your organization must realize the operational and benefit “gulf” between GenAI and Agentic AI capabilities, whether related to your existing ITSM solution or during the search for a replacement. The ITSM priorities that matter most in 2025 Hybrid work patterns have made IT support more complex, with IT service desks requiring flexible, always-available, and often automated solutions that match the ease of contacting a traditional IT support capability for assistance. As shown in the chart below, 38% of survey respondents planned to use AI to address this and other ITSM challenges, a huge 26% increase year over year. AI adoption is now the primary ITSM priority, surpassing needs relating to reporting and insights (which AI can help with, too, of course). What are your top three service desk goals for 2025? Agentic AI (and GenAI before it) makes it easier for your organization to introduce and benefit from AI capabilities. There is a wealth of opportunities that include: Real-time analytics and insights – AI agents can process vast amounts of data across systems in real-time to identify anomalies, surface trends, and generate actionable insights. Proactive problem detection – AI agents can detect potential problems before they escalate using continuous monitoring and predictive modeling. They can also trigger preventative actions automatically. Simulating and testing solutions –... - Published: 2025-07-09 - Modified: 2026-04-13 - URL: https://www.sysaid.com/blog/uncategorized/from-feedback-to-fuel-building-a-real-cx-program-in-it - Categories: Uncategorized - Blog authors: Tanvi Malik - Role / functions: CIO - ITSM maturities: Basic You’re sending out surveys. CSAT scores are coming in. Maybe you even have a dashboard tracking trends. But here’s the real question: Has any of it actually changed how your team works? For many IT and support teams, the answer is no. Feedback gets collected, maybe reviewed—but rarely acted on. Meanwhile, users are still frustrated, SLAs look fine on paper, and surprise escalations keep cropping up. The problem? Most teams are measuring satisfaction, but not using it to drive change. We’re hosting a live webinar on how to fix that—with practical steps for turning feedback into action (no new tools needed). Who is this for? IT and support leaders, service managers, and CX strategists who want to shift from reacting to issues to preventing them in the first place. Save your spot Why this webinar matters Most feedback programs are reactive. Something breaks, someone complains, and maybe it gets logged. But that’s just triage—not strategy. CSAT scores shouldn’t just sit in a spreadsheet. They should influence how teams prioritize work, improve processes, and deliver better experiences. Think of feedback not as a thermometer (just measuring heat), but as a thermostat—something that helps you adjust and improve. That’s what we’ll dig into. What you'll walk away with This session is for leaders who want to do more than measure satisfaction—they want to act on it. You’ll learn: Why CSAT is a lever for change, not just a KPI How the Cogwheel Framework can create consistent follow-through How to identify and fix “invisible escalations” before they spiral How SysAid’s support team drove improvements without switching platforms Where you sit on the CX maturity curve (with live polls and assessments) This isn’t a product pitch. No demos, no walkthroughs—just proven tactics from teams who’ve done the work. Ready to build a CX program that actually works? If you're leading IT or support and want feedback to shape—not just reflect—your team’s performance, this webinar is for you. Register now for the July 22 webinarLet’s make satisfaction something your team can act on. And turn all that feedback into fuel for better service. - Published: 2025-06-05 - Modified: 2025-08-04 - URL: https://www.sysaid.com/blog/generative-ai/top-7-ceos-on-agentic-ai-insights-from-the-frontlines-of-innovation - Categories: Generative AI - Blog authors: Avi Kedmi - Role / functions: CEO - ITSM maturities: Basic Agentic AI is no longer an abstract concept being kicked around in think tanks. It’s actively reshaping how work gets done inside the world’s most influential companies. As AI agents begin taking on tasks once handled solely by people, CEOs are responding with both urgency and vision. One quote, in particular, stands out for anyone in IT and service management: “The IT department of every company is going to be the HR department of AI agents in the future. ”- Jensen Huang, CEO of NVIDIA For SysAid and its community, this isn’t just a powerful metaphor - it’s a roadmap. The role of IT is evolving rapidly, and those on the front lines are becoming the architects, trainers, and managers of digital workforces. This shift isn’t just about automation. It’s about redefining productivity, rethinking how teams are structured, and creating entirely new operating models. From Salesforce to Shopify, from Amazon to Fiverr, the message is clear: agentic AI is becoming a foundational part of modern business. Here’s how seven top CEOs are framing the opportunity, and what their perspectives can teach IT and service management leaders navigating this shift. Marc Benioff: CEO, Salesforce At Dreamforce and in a recent Salesforce article, Marc Benioff laid out his vision for the fourth industrial revolution, one where digital labor complements human effort in ways we’ve never seen before. His remarks capture both the scale of what’s coming and the urgency to embrace it. “Agentic AI is a new labor model, new productivity model, and a new economic model. ” Just as steam power and electricity restructured industries in the past, agentic AI is poised to unlock a new economic architecture that’s powered by autonomous AI agents working 24/7.   Benioff makes it clear that businesses can now “add digital workers that require little to no supervision,” helping them scale without the traditional burdens of headcount and overhead. Especially for IT Service Management (ITSM) teams, this opens a path to always-on support models, streamlined workflows, and AI-driven triage that boosts resolution speed and satisfaction. In a powerful reframing of what the modern enterprise can look like, Benioff adds: “Digital labor is a new horizon for business... How we architect our businesses and run our businesses and staff our businesses and think about our businesses will never be the same. ” Tobi Lütke: CEO, Shopify In April 2025, Shopify CEO Tobi Lütke issued a company-wide memo emphasizing the critical role of AI in the company's operations: "Before asking for more headcount and resources, teams must demonstrate why they cannot get what they want done using AI. " Lütke's emphasis on AI reflects a broader trend in the industry, where AI integration is becoming a baseline expectation rather than a specialized skill. This shift underscores the importance for organizations to adapt and incorporate AI into their workflows to remain competitive and responsive in an ever-evolving market. AI agents give ITSM teams the ability to deliver more responsive and efficient services, as routine inquiries and tasks are handled autonomously. This allows IT teams to allocate resources more effectively, addressing... - Published: 2025-05-22 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/generative-ai/agentic-ai-in-itsm - Categories: Generative AI - Tags: Agentic AI, GenAI, SysAid - Blog authors: Jasmine Chiu - Role / functions: IT Manager - ITSM maturities: Basic In the last few years, the relevance and importance of artificial intelligence (AI) to IT service management (ITSM) capabilities have changed rapidly. Undoubtedly, AI is the most important change of the last two decades and it has gained mainstream traction like no other ITSM trend before it. Now, advances in AI technologies have brought about the latest opportunities for ITSM with what is called “Agentic AI”. “Not another flavor of AI,” you might be thinking, especially if your organization is still coming to terms with generative AI (GenAI). Don’t worry. To help, this blog discusses what Agentic AI is, why it is important, and how it is changing corporate ITSM capabilities for the better. Agentic AI explained An elevator pitch is that: “It’s an autonomous, goal-driven AI that can act independently and adapt to new information when completing tasks and making decisions. ” But what does the opportunity of Agentic AI mean for your ITSM capabilities? And how does Agentic AI differ from traditional AI? Let’s begin with that distinction. Agentic AI vs. Traditional AI: Key Differences Explained Agentic AI brings autonomy, adaptability, and proactivity, significantly contrasting to traditional AI – where rule-based automation and machine learning models require human supervision. So, while traditional AI excels at specific, rule-based tasks, Agentic AI is designed to operate independently, learn continuously, and handle complex, dynamic environments. These qualities make Agentic AI a great fit for ITSM and IT operations’ need for proactive problem-solving and autonomous decision-making. Digging deeper into the key characteristics of Agentic AI, it offers your IT operations an AI solution with: Autonomy – operating with minimal human intervention Adaptability – learning and improving over time using machine learning models Proactivity – predicting and resolving issues before they escalate Decision-making capabilities – using contextual understanding to execute tasks intelligently. The key benefits of Agentic AI in ITSM and example use cases Like earlier AI innovations , Agentic AI offers a spectrum of benefits to IT operations. But what sets it apart is how these advantages translate directly into practical, real-world ITSM improvements. Below are some key benefits, paired with specific examples to bring them to life: Improved end-user experiences – Agentic AI delivers more personalized, timely, and efficient IT services to end-users, improving response times and resolution rates. For example, proactive issue detection where Agentic AI monitors system health in real-time. It detects unusual patterns and automatically resolves issues before end-users know there are issues. Greater IT staff efficiency and productivity – Agentic AI reduces the manual effort in IT service delivery and support, automating repetitive tasks and streamlining IT operations. For example, AI-driven knowledge management where the AI learns from past incidents to update the knowledge base and provides recommendations (as well as real-time diagnostic insights) that speed up IT support tasks. Better resource utilization – automation means that IT staff can focus on higher-value-adding work rather than routine tasks. Agentic AI can also better manage IT resources based on current and predicted demand. For example, Agentic AI can continuously analyze system usage patterns, and when demand spikes, it automatically scales up... - Published: 2025-05-01 - Modified: 2025-08-12 - URL: https://www.sysaid.com/blog/itsm/how-to-manage-change-effectively - Categories: ITSM - Tags: Change Enablement, change management, ITIL, ITIL 4, service desk - Blog authors: Joe The IT Guy - Role / functions: Service Desk Agent - ITSM maturities: Basic Change matters. And how your organization manages change matters, including the best practices for change management employed by your corporate IT organization (and potentially third-party IT service providers). For example, consider an organization-wide technology refresh of personal computers where existing end-user devices are upgraded to newer equipment. It’s a massive undertaking that requires significant organization and the use of IT change management (and organizational change management) best practices. But what’s the latest best practice for IT professionals? The short answer is that it likely depends. First, whether people are looking at the development or IT service management (ITSM) side of the (IT) house. Second, for the ITSM professionals, is the ITIL v3 2011 Edition change management process or ITIL 4 change enablement practice used (plus, an organization could use bits of both)? But let’s “start with the why” before looking at how to manage change more effectively. Why change management (or change enablement) matters Your organization is likely so dependent on technology that the need for IT change management is a no-brainer, with failed or unauthorized IT changes affecting business operations and resulting in an unacceptable outcome. However, change management offers more than minimizing downtime and business disruption. Your organization’s IT changes should support business goals, not create roadblocks. Done right, change management will help ensure that your IT teams and business stakeholders are aligned, such that invoked IT changes consistently deliver business value while minimizing business risk. Formal change management also reduces security and compliance risks. For example, when needed, change management practices help enforce proper review, approval, and documentation to maintain security and regulatory compliance. However, ITIL 4 recognizes the need to support agility without sacrificing stability. The renamed change enablement practice brings in modern Agile and DevOps thinking – introducing automation and decentralized approvals to make change processes faster and more efficient. Most of this blog’s readership is ITSM professionals, so I’ll focus on ITIL’s best practices. However, in the context of ITIL 4, not the ITIL v3 2011 Edition. Understanding change enablement In ITIL 4, change enablement’s purpose is described as: “The purpose of the change enablement practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. ” It differs significantly from change management in ITIL v3 2011 Edition. In particular that: Change Authority is a new change role that can be a delegated team, a peer review mechanism, an automated approval, or business stakeholders, depending on the change risk. Change enablement encourages automated change pipelines using Agile and DevOps principles. Integration of change enablement with Continuous Integration/Continuous Delivery (CI/CD) practices will allow your organization to automate risk assessment and approval, reduce deployment delays, minimize human intervention for low-risk changes, and increase safe deployment frequency. This move from ITIL v3 change management to ITIL 4 change enablement is intended to speed up change velocity, removing many of the obstacles previously present. ITIL is, after all, “documented best (or good) practices,” and the organizations that excel at change are now... - Published: 2025-04-24 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/service-desk/5-cybersecurity-measures-service-desks - Categories: Service Desk - Blog authors: SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic Cybersecurity is now one of the most important areas of corporate technology focus. The five Cs of cybersecurity – change, compliance, cost, continuity, and coverage – are key information security principles that guide organizations in building a resilient security posture. The five principles directly impact IT service desk services, influencing security policies, risk mitigation, and end-user support. This blog quickly explains the five Cs of cybersecurity before offering examples of where each plays a part in IT service desk operations and how IT support helps secure business operations. The 5 Cs of cybersecurity explained The five Cs of cybersecurity will help your business protect its digital assets. These Cs can be described as follows: 1. Change – your business should adapt to new threats and technologies 2. Compliance – your business should follow cybersecurity laws and regulations 3. Cost – your business should manage the cost of cybersecurity measures 4. Continuity – your business should ensure its digital capabilities and assets are available even if there are disruptions 5. Coverage – your business should protect all relevant systems and data. IT service desk cyber advisory Besides the IT security training provided as part of a new employee’s onboarding training, the IT service desk is likely your end-users’ primary cybersecurity interface. It might guide end-users in dealing with the cybersecurity issues they face while using corporate IT services, meaning that IT support personnel knowledge and the IT service desk scripts and knowledge articles they use must be current. Therefore, the “change” C is crucial to your IT service desk because cyber threats constantly evolve. Your IT service desk must stay ahead of new vulnerabilities, attack vectors, and compliance requirements, with IT policies and knowledge bases updated to keep end-users informed of the latest risks and mitigating controls. However, more than an advisory role is often required; your IT service desk services are also likely taking on “hands-on” security activities such as those detailed next. IT service desk security management activities Your IT service desk might be involved in various cybersecurity activities. For example, as the first point of contact for security incidents or for ensuring that critical software patches and updates are quickly deployed when needed. It might also provide end-user and system access rights – using the Principle of Least Privilege to help ensure end-users and systems only have access to necessary resources. Your IT service desk likely does far more for corporate cybersecurity than people think. Protecting IT service desk data and other compliance needs As well as advising end-users on data security compliance, the IT service desk is also responsible for the security of the employee and potentially customer data it holds within the corporate ITSM tool and other IT management systems. However, this need for data security compliance isn’t the only regulatory or legal compliance requirement faced by IT service desks. Other regulations and standards might apply to your IT service desk – for example, GDPR, HIPAA, ISO 27001, and NIST frameworks. All of these impose strict cybersecurity standards on business (and, in this case, IT support) operations. Therefore,... - Published: 2025-04-17 - Modified: 2025-07-27 - URL: https://www.sysaid.com/blog/generative-ai/how-to-leverage-ai-and-automation-in-it-service-desks - Categories: Generative AI - Tags: AI, automation, ITSM, service desk - Blog authors: Jasmine Chiu - Role / functions: Service Desk Agent - ITSM maturities: Basic Much has been written about how artificial intelligence (AI) is currently transforming corporate IT service management (ITSM) capabilities. This includes IT support where there are many opportunities to leverage AI capabilities on your IT service desk, or AI service desk as some people might call it. This blog looks at how your organization can leverage AI and automation in its IT service desk, starting with some scene setting on service desk automation. Automation tools for service desks ITSM tools have long provided IT service desks with automation capabilities. For example, the use of keyword analysis for automated incident and service request ticket routing. Or the workflow automation capabilities that have long provided the process-enabling backbone of ITSM tools. However, AI capabilities offer a far more complete and better solution for ticket triage and other service desk automation opportunities. Some might call these AI service desk tools, but this name shouldn’t divert your IT service desk capabilities from the point of IT support. It’s there to help people return to optimal productivity in the event of an IT incident or service request need. The AI is an enabler, albeit a valuable enabler, rather than something that defines the service desk. AI in IT service desks – a brief history AI use in IT service desks is growing rapidly after a relatively slow start. AI-powered service desk automation was first a hot topic at ITSM industry conferences nearly a decade ago. Then, after an initial bout of some ITSM tool vendors starting to add what can be considered “traditional”-AI capabilities (that leveraged machine learning and natural language processing (NLP)) to help IT service desks at the tail end of the global pandemic, the success of ChatGPT in 2023 brought the IT support opportunities of generative AI (GenAI) capabilities to the fore. In 2025, attention has turned to Agentic AI, which offers your IT operations AI solutions with the following: Autonomy Adaptability Proactivity Decision-making capabilities. More about Agentic AI can be read in this blog. How does AI-driven IT support help? The capabilities offered through AI-powered service desk automation provide your IT support team with new ways of working that are “better, faster, and cheaper” than the status quo. The many benefits include: Better IT support services and end-user experiences 24/7 IT support availability Improved efficiency in IT issue resolution and service request provisioning Consistent expertise and knowledge availability across IT support Cost reductions on various fronts – for example, reducing operational costs and proactive maintenance and timely issue resolution preventing costly service failures Easier scalability of IT support provision. What do intelligent service desk solutions include? Intelligent service desk automation includes AI-powered capabilities that help with both the “heavy lifting” of IT support (what many people think of as “service desk automation”) and the “heavy thinking. ” With the latter the use of AI to automatically create better insights into service desk performance and improvements. An AI service desk tool (or ITSM tool) will usually include the following: AI-powered virtual support agents – this AI capability provides your end-users instant, 24/7 access to IT... - Published: 2025-03-27 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/asset-management/how-to-improve-your-organizations-itam-maturity - Categories: Asset management - Blog authors: Tanvi Malik - Role / functions: Service Desk Agent - ITSM maturities: Basic It’s time to talk about IT asset management (ITAM) maturity. Hopefully, your IT organization appreciates that ITAM is critical to optimize its IT operations - helping to prevent outdated asset records, compliance risks, and slow incident resolution. However, “there’s ITAM, and then there’s ITAM. ” What’s meant by this is that there are “basic” ITAM capabilities that allow your IT organization to put a tick in the “We do ITAM” box. Then, there are more advanced ITAM capabilities that enable your organization’s ITAM capabilities to make a far more significant positive impact on business operations and outcomes. Your business likely wants and deserves the latter of these, and to help, this blog looks at what will improve your ITAM practice’s maturity to make it far more valuable to your business. Why understanding your IT organization’s ITAM maturity is important It’s important to appreciate that not all ITAM programs are equally effective. There can be many potential issues or omissions where an IT organization might have suboptimal ITAM capabilities or lack certain ITAM capabilities altogether. For example, they could struggle with fragmented asset tracking methods, poor asset lifecycle management, and face compliance risks due to lacking maturity in their ITAM processes. They might also have never considered their ITAM in maturity terms. After all, how often are you asked about ITAM maturity? Instead, you might face more black-and-white questions like “Do we have ITAM capabilities? ” To which the affirmative answer hides the fact that they might not be as effective as your parent organization needs them to be. Whereas ITAM maturity allows your organization to better understand and articulate its ITAM capabilities’ current effectiveness and identify opportunities to improve the status quo to meet business needs better. It also takes a more holistic view of ITAM and your organization’s ability to manage its IT assets effectively throughout their lifecycle – from acquisition and deployment to maintenance and disposal. The different levels of ITAM maturity ITAM maturity can be considered using a traditional capability approach where: Maturity level 1 is “reactive,” with ad hoc ITAM capabilities Maturity level 2 is “managed,” with basic ITAM practices in place Maturity level 3 is “defined,” with ITAM standardization and integrations Maturity level 4 is “optimized,” with proactive ITAM and cost management capabilities Maturity level 5 is “intelligent,” with ITAM seen as a strategic business enabler. Each of these ITAM maturity levels is explained below. Maturity level 1 – Reactive, with ad hoc ITAM capabilities Maturity level 1 ITAM is categorized by some or all of the following attributes: There are no formal ITAM policies or processes (and, therefore, little or no automation) There’s basic asset tracking and inventory management – IT assets might be managed in spreadsheets or not tracked at all Limited visibility into IT assets There’s reactive rather than proactive asset maintenance The risk of “shadow IT” is higher than for IT organizations with more mature ITAM capabilities There are security vulnerabilities caused by outdated (unpatched) or unknown assets IT budget overruns occur due to a lack of visibility into asset costs – for example,... - Published: 2025-03-26 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/service-desk/what-is-agentic-ai-transforming-itsm-through-intelligent-automation - Categories: Service Desk, SysAid - Tags: service desk, SysAid - Blog authors: Inesa Bass - Role / functions: IT Manager - ITSM maturities: Basic IT Service Management (ITSM) is becoming increasingly intricate as organizations grapple with accelerated digital transformation, growing system complexities, and rising demands. Amid this evolution, a new technological paradigm is emerging to address these challenges head-on: Agentic AI. This innovative approach signifies more than a technological upgrade. It represents a shift in how IT teams operate, enabling them to move beyond traditional methods and leverage intelligence that adapts, learns, and acts autonomously. To understand its significance, we must explore what makes Agentic AI unique, why it matters for ITSM, and how it stands apart from other forms of artificial intelligence. What Is Agentic AI? Agentic AI is a sophisticated framework of artificial intelligence designed not just to automate tasks but to handle them intelligently and independently. While traditional automation relies on predefined rules and scripts, Agentic AI adapts to context and initiates actions based on dynamic assessments of its operating environment. This autonomy is key. Unlike straightforward automation, which executes repetitive tasks like clockwork, Agentic AI actively analyzes, learns, and solves problems—even in intricate systems. For IT environments, this means moving from task completion to problem resolution. Examples of its capabilities include: Proactive Detection: Recognizing patterns that indicate future issues, such as identifying server instability before it causes downtime. Contextual Decision-Making: Weighing various factors to determine the best course of action for resolving issues like ticket prioritization or system resource allocation. Continuous Evolution: Learning from past events to improve its future responses, making it better suited to complex IT infrastructures. Agentic AI works like an intelligent partner operating alongside human IT professionals, bridging gaps and ensuring smoother workflows. Why Does Agentic AI Matter in ITSM? Agentic AI is critical for ITSM because it addresses challenges that conventional tools and processes cannot fully resolve. The modern IT environment is not static; it’s dynamic and often unpredictable. Agentic AI thrives in such an environment by enabling IT teams to manage complexity with efficiency and precision. Reducing Operational Strain IT personnel often spend much of their time on repetitive tasks that, while necessary, stifle creativity and innovation. Agentic AI frees teams from these constraints by automating routine processes, such as password resets or compliance reporting, while adding an intelligence layer to prioritize and act on more nuanced decisions. Strengthening Resilience IT systems are deeply interconnected. A seemingly minor fault in one area can cascade into larger issues elsewhere. Agentic AI enables businesses to identify these vulnerabilities early by correlating data points, flagging anomalies, and suggesting resolutions. It ensures IT operations remain stable and efficient. Enhancing Strategic Focus Beyond automation, Agentic AI provides actionable insights that allow IT teams to focus on long-term priorities. Whether it’s optimizing processes for scalability or identifying patterns that highlight growth opportunities, this technology enables teams to redirect their time and efforts toward strategic improvements. How Agentic AI Differs from Traditional AI and Generative AI Artificial intelligence exists along a spectrum, and not all AI systems serve the same purpose. To fully appreciate the potential of Agentic AI, it’s necessary to distinguish it from other prominent AI types. Traditional Automation Traditional automation... - Published: 2025-03-06 - Modified: 2025-03-18 - URL: https://www.sysaid.com/blog/service-desk/sysaid-new-ui-transforming-operations - Categories: Service Desk, SysAid - Tags: service desk, SysAid - Blog authors: Inesa Bass - Role / functions: IT Manager - ITSM maturities: Basic Corporate IT teams and their IT service management (ITSM) capabilities must deliver better IT support experiences to meet higher business and employee demands. This means better working methods that speed up incident resolutions and service request provisioning and provide better end-user experiences are needed. There’s a need for IT operations transformation. To help, SysAid’s latest version combines an intuitive user interface (UI) with artificial intelligence (AI)-driven efficiency and business intelligence (BI) analytics to help your IT organization perform better, increase productivity, and deliver the required IT support experiences. This blog explains the need for SysAid’s latest version, shares its key capabilities and benefits, and highlights a customer case study that showcases its impact. The need for SysAid’s New UI Your IT teams are likely subject to a spectrum of challenges. These include the never-ending need to reduce costs plus the greater demands employees and customers place on corporate IT service delivery and support. At an operational level, other factors might impede the effectiveness and efficiency of your IT operations (and IT support capabilities in particular). For example: Complex workflows, with traditional ITSM solutions potentially offering cumbersome working methods that delay resolution times. Siloed data, where the lack of integration between tools makes creating or accessing actionable insights difficult. Collaboration limitations, where disconnected tools and platforms make it hard for IT teams to collaborate effectively. SysAid’s latest version has been designed to address these and other issues through a transformative IT support environment that employs modern design principles and AI to improve communication and collaboration, simplify workflows, and drive better operations and outcomes. SysAid new UI’s key capabilities SysAid’s latest version Service Desk is a customer-driven innovation that delivers SysAid’s Classic Service Desk features with a new look and feel, better user experience, and enhanced capabilities. It will continue to evolve, but the initial improvements include: The new Sidebar The new Queue Service Record (Ticket) changes Template Designer. Each of these transformative capabilities is explained below. The new Sidebar The Admin Portal Navigation Bar from Classic became the new Sidebar. Your IT support personnel use the new Sidebar to find what they need in your Admin Portal. Whether the new Sidebar is in expanded or collapsed mode, your staff can easily access all SysAid modules and quickly create a new Service Record by clicking the Sidebar’s “plus” button. For example, a service desk agent could open multiple blank Service Record Forms at once, and collapse or expand them from the footer at their convenience. The new Queue The new Queue offers your Admins a better user experience for managing Service Records. As well as providing a consolidated view of the ticket queue for efficient resolution, it offers transformative capabilities that weren’t possible in SysAid Classic, including: Inline Editing, where Admins can edit Service Record Fields directly from the Queue. There’s no need to open individual Service Records or to leave the Queue. Queue Views can now be created by Admins (with this capability no longer limited to SysAdmins). These are easily created by dragging and dropping Columns and filtered using Quick Filters. New... - Published: 2025-02-21 - Modified: 2025-08-04 - URL: https://www.sysaid.com/blog/service-desk/tigerfeet-sysaid-story - Categories: Asset management, Service Desk - Tags: ITAM, ITSM, service desk, SysAid Spaces - Blog authors: Inesa Bass - Role / functions: IT Manager - ITSM maturities: Basic You might have heard the phrase, “Every company is a technology company, no matter what product or service it provides. ” This is very true for TigerFeet, which is well-known in the UK for supplying greeting cards, party supplies, and gift items. Headquartered in Manchester, TigerFeet’s operations span eight warehouses across the UK, with customers serviced both online and in-store. Technology has long played a part in TigerFeet’s success, with the ability to better serve customers a key priority that’s increasingly dependent on better IT and business operations. TigerFeet’s technology ambitions mirror the strategic moves of industry-leading companies like Walmart or Zara that have leveraged advanced technology management systems to transform their operations. By integrating data-driven solutions, these companies not only boosted employee satisfaction with streamlined, automated workflows but also dramatically enhanced efficiency in their operations.   This blog explains how SysAid Spaces is helping TigerFeet improve its business operations and outcomes through better IT. TigerFeet’s key IT challenges Luke Scott, an IT Support Analyst at TigerFeet who provided the input for this blog, plays a vital role in ensuring reliable business operations. From fixing printer issues to maintaining stable Wi-Fi, he helps ensure TigerFeet’s daily operations run smoothly. However, before employing SysAid Spaces, TigerFeet’s IT team was overwhelmed by scattered emails (for help and services) and lost messages due to the lack of a centralized ticketing system. This disorganization hindered employee productivity and caused frustration among the IT team. TigerFeet’s IT asset management was also chaotic, with the IT team reliant on an Excel spreadsheet and Post-it notes for documenting and checking assets. One of the IT team’s biggest struggles was figuring out who had what assets, especially with so many team members working remotely. However, not all the technology challenges were felt by the IT team. For example, the TigerFeet Product Data team struggled with incorrect product-item data, such as wrong weights and miscategorized items. This made it difficult for TigerFeet to efficiently operate when handling customer demand. How SysAid Spaces helped SysAid provided TigerFeet with a centralized ticketing system that integrates IT incident handling, change requests, and problem management. The SysAid asset management capabilities also offer TigerFeet clear visibility of assets, allowing for easy tracking of IT equipment and remote connections via TeamViewer. SysAid’s capabilities also addressed the Product Data team challenges, improving data management and process efficiency. Luke points out that “SysAid was chosen because it offered a complete package that simply worked better than other options. ” Recognizing SysAid’s ability to provide far more than traditional IT support capabilities. TigerFeet’s new system isn’t just another IT management tool. Instead, it’s a strategic corporate response to the evolving needs of industries like manufacturing and retail in the UK, where traditional IT management capabilities often struggle to keep up with rapid technological advancements. Many companies face similar issues, such as delayed IT ticket resolutions, fragmented IT service delivery and support data repositories, and frustrated employees juggling manual tasks. As called out later, TigerFeet was able to significantly improve issue resolution time, centralize its data, streamline its asset management capabilities,... - Published: 2025-02-13 - Modified: 2025-08-04 - URL: https://www.sysaid.com/blog/sysaid/why-winning-the-tmc-2024-generative-ai-product-of-the-year-award-is-just-the-start - Categories: SysAid - Tags: SysAid - Blog authors: Jasmine Chiu - Role / functions: Service Desk Agent - ITSM maturities: Basic In Q4 2024, SysAid was again recognized for its innovation. This time, based on its investments in generative AI (GenAI) capabilities by TMC. The second TMC Annual Generative AI Product of the Year Award recognized companies for developing applications, platforms, models, and other hardware/software solutions that harness GenAI to elevate business performance across market segments. This was a great achievement for SysAid. Avi Kedmi, CEO of SysAid, stated it validated SysAid’s dedication to leveraging GenAI to revolutionize IT service management (ITSM) and deliver exceptional value to customers. But, importantly for us, this isn’t a final achievement; it’s simply a milestone on a longer journey to improve the lives of customer sysadmins and the people they support. Winning this award is just the start for SysAid and our customers. SysAid’s long-held vision for better IT management and business outcomes When Israel Lifshitz founded SysAid in 2002, his vision was to make the lives of IT professionals worldwide easier and improve their IT environments and IT service delivery. This is still at the heart of what SysAid does. SysAid’s mission might have moved with the times (and technology) to state, “Our mission is to liberate organizations by putting AI to work for them and their people. ” But the original vision still holds true – SysAid solutions help make your sysadmins “the best version of themselves” in ensuring that the IT organization delivers against the many business needs for technology. SysAid is helping customers through GenAI In a time when IT organizations are subject to the dual pressures of better enabling business operations and outcomes and optimally delivering IT services and support, GenAI capabilities offer “better, faster, and cheaper” solutions. However, unlike traditional IT automation, GenAI capabilities do more than replace existing manual operations. Instead, SysAid now offers customers GenAI capabilities that instantly do not only what previously took hours (and perhaps days) but also new capabilities that weren’t previously possible. Avi Kedmi states, “By combining cutting-edge AI technology with our deep understanding of service management, we’ve created a solution that empowers organizations to streamline operations, improve efficiency, and enhance customer satisfaction. ” SysAid is truly revolutionizing corporate IT operations, experiences, and outcomes. How SysAid helps The elevator pitch is that “SysAid Copilot leverages generative AI to automate tasks, answer employee queries, and accelerate issue resolution. ” However, this pitch doesn’t do justice to SysAid’s GenAI capabilities. For example, the SysAid Copilot for Agents benefits service desk agents and their IT service desks. Not only do agents gain increased efficiency and speed, but AI also reduces the chances of human error and the time and cost of issue resolution. There’s an increased first-contact resolution (FCR) rate and higher end-user satisfaction results. SysAid Copilot for Agents improves your IT organization’s knowledge management capabilities, allowing agents to access the most relevant information faster. Prediction capabilities also mean your IT organization can address recurring issues based on previous tickets and resolutions. It can also ensure the delivered solutions adhere to corporate policies and compliance requirements and provide an audit trail. There’s also a subtlety to the elevator... - Published: 2025-01-30 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/generative-ai/unlock-deeper-insights-sysaid-copilot - Categories: Generative AI - Tags: AI, Copilot, GenAI, Generative AI, ITSM, SysAid Copilot - Blog authors: Jasmine Chiu - Role / functions: IT Manager, Service Desk Agent - ITSM maturities: Basic Businesses now expect more from their IT organizations, in part due to their greater reliance on technology. Consequently, your IT organization must leverage new IT service management (ITSM) innovations and the enabling technologies to improve – offering “better, faster, cheaper” operations and outcomes. The opportunities of artificial intelligence (AI), when built into ITSM tools, is a great example. Much has been said and written about AI’s ability to automate ITSM processes and tasks, with many “Copilot” solutions emerging in the tech industry. These AI-powered assistants are designed to help professionals by automating repetitive tasks, offering insights, and enhancing decision-making. While other Copilot solutions exist, SysAid Copilot stands out by using generative AI to provide IT pros with deeper insights, better reporting, and more actionable analytics. This blog explores how SysAid Copilot delivers valuable insights across eight key areas. 1. Agent recommendations SysAid Copilot analyzes historical data and patterns to offer your service desk agents recommendations and suggested solutions for common issues that accelerate incident resolution and service request management processes that improve the end-user experience. It can also identify potential problems before they escalate. For example, identifying incident trends that indicate underlying problems, enabling your ITSM teams to proactively address the root cause(s) using problem management tools and techniques (and focused Copilot capabilities). A key SysAid Copilot capability is that it quickly identifies similar incidents to help your IT organization spot and address underlying problems faster. 2. Task management The IT service desk issue of “cherry picking” tickets is well known, as is the unfortunate situation of tickets ending up with inappropriate service desk agents (due to their availability, suitable knowledge skills, and experience, or another reason). GenAI can help your IT service desk with both of these issues. For example, the SysAid Copilot helps your service desk agents select or receive the right tickets and better manage their workloads. It prioritizes tasks based on ticket rules so they can tackle what matters most first. 3. Analytics and reporting GenAI can continuously monitor your IT organization’s key performance indicators (KPIs), such as average resolution time, first-contact resolution (FCR) rate, and customer satisfaction scores, to assess progress and identify issues where course correction is needed. They can also provide alerts and notifications when service level agreement (SLA) breaches are imminent so people can proactively avoid them. SysAid Copilot can additionally assist in collecting and analyzing end-user feedback to identify areas for improvement. It can also create customized reports to help your people gain deeper insights into specific ITSM areas, even without instructions to do so (with the reports triggered by trends and anomalies). For example, analyzing the peak times for incident submission or identifying the teams generating the most service requests such that your resource planning can be improved. 4. Communications GenAI is known for its ability to create new content. So it’s unsurprising that there are many related opportunities for your IT service desk. The two commonly quoted opportunities are automated ticket summarization and the ability to quickly draft tailored messages to end-users. However, there are insight-related opportunities, too. For example, SysAid... - Published: 2025-01-23 - Modified: 2025-08-04 - URL: https://www.sysaid.com/blog/service-desk/kicking-off-2025-sysaid-wraps-up-2024-with-prestigious-recognitions-from-gartner-digital-markets-in-2024 - Categories: General IT, Help desk, ITIL, ITSM, Service Desk - Tags: IT asset management, IT service management - Blog authors: Avi Kedmi - Role / functions: CEO - ITSM maturities: Basic As we kick off 2025, we are thrilled to share that SysAid has earned multiple accolades from the Gartner Digital Markets brands – Capterra, Software Advice, and GetApp. Featured across several flagship reports released in 2024, these recognitions highlight the consistent value we deliver to our users. Check out our incredible badges Capterra IT Asset Management Help Desk Remote Support Knowledge Management ITSM Issue Tracking Software Advice Remote Support Knowledge Management ITSM Issue Tracking GetApp Knowledge Management ITSM Issue Tracking Great help getting started and also with the support team after implementation, they truly helped me in getting started. They truly listen to their customers for when they bring up new things like intune support for asset management. I like the way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier. ” “It is one of the best ticketing tools available in the market & it can be easily customizable. The self-service portal & knowledge helps the user for immediate resolution for common issues in the service desk. It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams. ” “Great support all the way through the install and setup. Post-implementation interactions were fantastic as well. Firstly, ROI. Additionally, ease of install and configuration, customization, template setup and workflow. ” Want to review SysAid? Click here. Looking Ahead While 2024 was a remarkable year, we're just getting started. As we step into 2025, our commitment to evolving and enhancing SysAid remains stronger than ever. We're excited about the opportunities ahead and look forward to continuing this journey of growth alongside our users. "These recognitions from Gartner Digital Markets mean so much to us because they’re based on real feedback from the people who use our platform every day. I’m incredibly thankful to our customers and proud of the team who made this possible. Looking ahead to 2025, we’re excited to continue leading organizations on a transformative journey toward AI-driven processes and services. Our focus remains on infusing intelligence and ease into the workday, helping organizations work smarter and achieve more. " – Avi Kedmi, CEO of SysAid About Us SysAid’s mission is to liberate organizations by putting AI to work for them and their people. SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees’ requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they’re meant to do, and organizations are free to fulfill their purpose. With over 5,000 customers, SysAid partners with organizations ranging... - Published: 2025-01-23 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/generative-ai/genai-capabilities-need-to-know - Categories: Generative AI - Tags: Copilot, GenAI, ITSM, ServiceDesk, SLA - Blog authors: Jasmine Chiu - Role / functions: IT Manager, Service Desk Agent - ITSM maturities: Basic The IT service management (ITSM) world is consistently awash with trends related to new ITSM thinking and technology. Unfortunately, these trends often take a long time before they become mainstream in ITSM. However, generative AI (GenAI) is the exception. This has accelerated the existing ITSM interest in AI capabilities, with the most technology-capable ITSM tool vendors and their customers adopting new GenAI capabilities at an unprecedented rate in the history of ITSM evolution. This blog covers much of what ITSM professionals want and need to know about how Generative AI in ITSM is changing the ITSM landscape – from what it is to how organizations already benefit from it. ChatGPT played a big part in GenAI’s accelerated growth Before getting into how GenAI is already helping organizations with “better, faster, cheaper” IT operations and outcomes, it’s worth understanding the drivers for the rapid adoption of GenAI capabilities for ITSM. Before 2023, ChatGPT was relatively unknown, even though OpenAI introduced GPT-1 in 2018 and GPT-2 in 2019. The critical mass happened once ChatGPT was made public in November 2022 as a version of GPT-3. 5. It allegedly achieved 100 million users within two months and was getting 2 billion monthly visits at its peak in April 2024. More importantly than these numbers, ChatGPT did something for GenAI that technology doesn’t usually achieve. The global media brought the opportunity of GenAI to company board attention worldwide and raised GenAI up business to-do lists, including those of IT and ITSM leaders. GenAI allows your IT organization to improve its IT service delivery and support capabilities. In particular, it offers native support experiences (rather than requiring end-users to search for support), 24x7 availability, speedier responses to end-user issues and needs, and the ability to scale IT capabilities without a corresponding uplift in staff numbers and costs. What Generative AI in ITSM is and how it works A key piece of knowledge for ITSM pros is the difference between traditional AI and GenAI. While traditional AI capabilities employ algorithms and models designed for specific tasks, GenAI capabilities employ models and algorithms to generate new data or content. These outputs are generated via algorithms that learn patterns and relationships in the input (training) data and use the learned patterns to create new data or content. GenAI systems employ advanced neural network architectures. For example, the transformer-based model that’s used for ChatGPT. Here, ChatGPT uses large language models (LLMs) to learn linguistic structures, patterns, and facts to generate human-like text. In delivering a response, it predicts the next word in a sequence relative to the input prompt using what it learned. The term Copilot has been adopted to describe using GenAI capabilities through assistive technologies. For example, SysAid offers a Copilot for Agents and a Copilot for End Users. How GenAI is being embedded into ITSM tools GenAI capabilities have been rapidly added to some ITSM tools, including SysAid ITSM. Example GenAI capabilities that are already available to customers include: GenAI-assisted workflow automation. A good example is IT service desk ticket triage, where a GenAI Copilot automatically classifies, prioritizes,... - Published: 2024-12-19 - Modified: 2025-08-04 - URL: https://www.sysaid.com/blog/generative-ai/streamline-it-operations-genai - Categories: Generative AI - Tags: Artificial Intelligence, Copilot, GenAI, Generative AI, ITSM, service desk - Blog authors: Inesa Bass - Role / functions: Service Desk Agent, VP/Director of IT - ITSM maturities: Basic The opportunity of generative artificial intelligence (GenAI) for IT service management (ITSM) brings many benefits. As with traditional automation, these benefits cover all three of “better, faster, cheaper. ” However, while “cheaper” is often always good (and especially in today’s financial climate), the “better” and “faster” dimensions are likely to help under-pressure IT organizations more. This need was reflected in the SysAid 2024 Report, which found the top three service desk goals for 2024 to be: Enhancing employee experience through increased AI self-service (28%) Better visibility and analysis into performance, improvement, and outcomes (22%) Improving productivity through automation (15%). GenAI capabilities help. For example, they can streamline IT operations and optimize resource utilization so that your IT organization is better positioned to meet evolving employee and business needs. This blog explains how starting with what’s probably the most high-profile opportunity – the automation of routine tasks. Automating your routine IT support tasks with GenAI The automation of your routine IT support tasks using GenAI will save money. However, and more importantly, it also speeds up service delivery and makes better use of potentially limited IT people resources. A common example of the increased speed and productivity offered by GenAI capabilities is workflow automation. For instance, to automatically classify, prioritize, and route incident and request tickets to the correct resolution groups based on historical data. Other workflow automation examples include routine processes such as software updates, patch management, and system monitoring, where the GenAI-powered automation frees up your IT people to focus on higher value-adding tasks. Returning to the automated ticket triage example, the technology can also provide automated resolution when possible. This capability is often called automated ticket resolution, where the GenAI handles your everyday IT support tasks such as password resets, account unlocks, and basic troubleshooting without human intervention. Empowering your end-users to self-help As with GenAI-powered automation, GenAI-powered chatbots or virtual support agents also streamline IT operations and help optimize resource utilization. They use a conversational approach to deliver a self-service-based support capability that allows your end-users to quickly get the information, service, or resolutions they need. Often without human intervention. In dealing with end-user issues, these conversational chatbots (or Copilots) provide your end-users with information and IT support self-help capabilities, including step-by-step troubleshooting, real-time technology insights, and access to automated resolutions. Importantly, these GenAI capabilities are available 24/7, even if your corporate IT service desk is closed. Hence, your end-users can access the IT support they need at the times when they need it. Upskilling your IT service desk agents with GenAI GenAI-based virtual assistants or Copilots augment your IT service desk agents’ knowledge, skills, and experience. They offer your agents real-time suggestions and access to automated actions to help with ticket resolution, meaning seasoned your service desk agents can do more than they could without assistance. Additionally, new agents have a faster “time to value” because they can undertake new IT support activities without previous experience. Instead, they are guided by the GenAI, which provides them with a step-by-step approach and automated task options for incident resolution or... - Published: 2024-12-19 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/how-agentic-ai-is-transforming-it-service-management - Categories: Generative AI, ITSM - Tags: IT asset management, IT service management - Blog authors: Avi Kedmi - Role / functions: CEO - ITSM maturities: Basic The world of IT Service Management (ITSM) is changing rapidly. For mid-market companies, this isn’t just an abstract trend—it’s a daily reality. Increasing demands, limited resources, rising expectations. For years, we’ve asked our IT teams to do more with less, and we’ve all felt the strain. But now, we’re standing at a tipping point, and I believe agentic AI is the key to moving forward. What is agentic AI? Unlike traditional automation that follows pre-defined scripts, agentic AI has the ability to act independently and adapt to changing contexts. It observes its environment, takes initiative, and makes decisions to solve problems—all while learning and improving. This capability makes it especially suited for complex, evolving IT environments like those found in ITSM. Agentic AI goes beyond routine automation. It doesn’t just run pre-set tasks; it reasons like a seasoned professional, weighing conflicting data and making thoughtful decisions even when the path forward isn’t clear. This is more than automation—it’s what Daniel Kahneman might call 'system 2' thinking, where the model deliberately ponders options, evaluates complexities, and acts with intention. The result? Teams are freed to focus on truly impactful work. From where I sit, this technology holds incredible potential to reduce inefficiencies, eliminate repetition, and set IT teams free to thrive. Freeing Teams from Routine I’m not just talking about shaving a few minutes off a ticket resolution time. I’m talking about offloading the sort of, repetitive tasks that weigh teams down—password resets, categorizing tickets, running compliance reports. But here’s the kicker: it’s not just about resolving these tasks. Agentic AI takes it further by making nuanced calls, like deciding whether an issue warrants notifying a specific function in the organization with a detailed report or simply logging it as a routine ticket. It’s a level of decision-making that moves past binary choices, freeing teams from the grind while ensuring smarter, more intentional outcomes. These tasks don’t just drain productivity; they wear people out. Agentic AI helps reclaim that energy. With agentic AI, we’re seeing how these small but time-consuming tasks can be handled seamlessly. And when that happens, something remarkable follows. IT teams suddenly have the bandwidth to focus on the work that actually excites them—solving problems, implementing improvements, driving innovation. This isn’t about cutting corners or replacing people. It’s about making better use of what we already have. Ruban Phukan said it well when he talked about using AI to unlock breakthrough efficiencies. I’ve seen it play out firsthand—it’s the kind of shift that doesn’t just make processes better; it makes teams better, too. Why Start Small? Of course, adopting AI is one thing. Adopting it successfully is another story. Overhauling entire workflows with one big bang approach often fails, especially in ITSM where every change ripples across systems and people. David Martin’s advice really resonates with me here. Start small. Pick one pain point—maybe it’s the most annoying, repetitive task your team deals with daily—and focus on automating that. Do it well. Build trust. Show results. By taking it step by step, we can avoid overwhelm and actually maximize the... - Published: 2024-12-18 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/cybersecurity-considerations-when-choosing-itsm-a-deep-dive - Categories: ITSM - Tags: cyber security, IT asset management, IT service management - Blog authors: Alex Raif - Role / functions: CIO - ITSM maturities: Basic IT Service Management (ITSM) platforms have become the backbone of modern organizations, streamlining operations, optimizing workflows, and ensuring seamless service delivery. But this increased reliance on ITSM solutions has also expanded the attack surface, making cybersecurity a critical pillar of any ITSM strategy. Recent examples underscore the vulnerabilities inherent in these platforms. For instance, in July 2024, CrowdStrike released a faulty configuration update for its Falcon sensor software on Windows. The resulting system crashes caused widespread operational disruptions across sectors such as airlines, banks, and healthcare. This incident highlighted how even trusted software updates can introduce risks, with cascading effects on interconnected systems. Similarly, in November 2024, Schneider Electric experienced a cyberattack that compromised over 40 gigabytes of critical data tied to its internal project tracking platform. Despite being a global leader in energy management, this breach proved that no organization—no matter how secure—is immune to sophisticated cyber threats. These incidents shine a spotlight on why integrating robust cybersecurity measures within ITSM frameworks is no longer optional. Implementing features like multi-factor authentication (MFA) and integrating API security solutions that support ITSM principles (discovery, monitoring, and access control) are non-negotiable in safeguarding against evolving threats. The reality is simple: as organizations deepen their reliance on ITSM platforms, embedding cybersecurity practices not only protects critical assets but also ensures resilience and continuity of operations. Bridging ITSM and Cybersecurity: A Critical Connection Modern ITSM platforms are indispensable. They manage sensitive data, orchestrate incident responses, and integrate seamlessly with enterprise systems. But their central role in operations also makes them prime targets for cybercriminals. A poorly secured ITSM platform can leave organizations exposed to threats like data breaches, malware infections, and systemic compromises. Why ITSM Platforms Are Targeted Centralized Data RepositoriesITSM platforms often serve as hubs for sensitive data—user credentials, configuration settings, and incident logs. Unauthorized access to this treasure trove can enable attackers to exploit other systems within the organization. Integration with Critical SystemsThese platforms are linked to a variety of enterprise systems—email servers, customer databases, and network management tools. Compromising an ITSM platform allows attackers to move laterally across interconnected systems, amplifying the damage. Privilege Escalation OpportunitiesITSM platforms often require elevated privileges to deploy software and manage configurations. If attackers gain access, these privileges can be exploited to escalate control throughout the IT environment. Real-World Examples SysAid ITSM Platform Vulnerability (2023)Attackers exploited a vulnerability in the SysAid ITSM platform, particularly the same cybercriminal group behind the MOVEit data extortion attacks. This incident highlights how vulnerabilities in widely used platforms can become launching pads for devastating cyberattacks. Ivanti Neurons for ITSM Vulnerabilities (March 2024)Ivanti patched critical vulnerabilities in its Neurons for ITSM and Standalone Sentry products. Left unaddressed, these could have allowed attackers to execute arbitrary commands, showcasing the high stakes of ITSM security. Mitigation Strategies Multi-Factor Authentication (MFA)MFA significantly bolsters security by reducing risks tied to service interruptions caused by compromised credentials. Comprehensive API Security SolutionsFeatures like API discovery, monitoring, and access control are essential in mitigating risks associated with API insecurities. These examples emphasize why robust security measures are essential within ITSM systems—to... - Published: 2024-12-12 - Modified: 2025-08-11 - URL: https://www.sysaid.com/blog/asset-management/ai-powered-asset-management-game-changer - Categories: Asset management - Tags: Copilot, GenAI, IT asset management, IT service management, ITAM - Blog authors: Sofia Skubiy - Role / functions: Service Desk Agent - ITSM maturities: Basic Most IT organizations are under pressure to better meet business needs. This pressure can relate to increased service quality and velocity, innovation, or cost reduction. Thankfully, artificial intelligence (AI) capabilities, and generative AI (GenAI) in particular, will help by improving employee capabilities and the business operations and outcomes they contribute to. Please keep reading to find out how GenAI helps IT asset management (ITAM). AI-powered ITAM Corporate IT management is front and center of these technology changes, and your organization’s AI-enabled ITAM capabilities provide a great opportunity for GenAI to improve your IT operations and business outcomes. It’s an important area with rising IT and business influence. For example, the Flexera 2024 State of ITAM Report found that 46% of ITAM teams now report directly to CIOs or CTOs. If you ask any ITAM thought leader about the current trends in ITAM, they’ll undoubtedly call out AI in asset management and its ability to improve ITAM data management, process and task automation, and decision-making. Industry analyst firms also support the power of AI for ITAM. For example, Gartner Research estimates a 30% reduction in IT hardware costs, and IDC a 15-25% improvement in asset utilization. However, the ability of AI-powered asset management to help your organization goes beyond ITAM itself. In particular, enabling your corporate IT service management (ITSM) capabilities, with the ability to improve IT service delivery and support. This article explains how AI-powered asset management is a game changer for your IT department, providing “better, faster, cheaper” asset and service management capabilities. The current state of ITAM For many organizations, their AI-enabled ITAM capabilities run smoothly, partly due to the offered technologies for managing the IT asset lifecycle (from discovery to decommissioning). However, there’s often a “killer” issue with ITAM – that of not using asset data enough to improve ITSM capabilities across IT service delivery and support. This isn’t because of ITAM complexity. Instead, it’s because of the difficulties of providing real-time asset information within fast-moving IT service desk operations. This disconnect (between ITAM and ITSM practices) can lead to asset overspending and underprovision. For example, the Flexera 2024 State of ITAM Report stated, “Even advanced ITAM practitioners self-estimate 30% wasted spend on desktop software. ” It’s finally time to address this unwanted disconnect using the latest technologies. The disconnect between ITSM and ITAM (and the solution) The disconnect between corporate ITAM and ITSM capabilities is long-held, even though the respective teams responsible have similar objectives. The inclusion of ITAM in ITIL 4 as an ITSM management practice has helped. However, ensuring that IT service desks and other ITSM capabilities benefit from asset data can still be problematic for many IT organizations, particularly when service and asset data are stored in disparate systems. SysAid recognized this issue and has long provided IT admins with integrated ITSM and ITAM capabilities. But now, technological advancements such as AI in asset management and conversationally engaged GenAI capabilities make it so much easier for asset data to be brought into ITSM processes, especially those employed in the IT service desk. Again, SysAid has... - Published: 2024-11-21 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/generative-ai/service-desk-genai-chatbot-for-agents - Categories: Generative AI - Tags: Artificial Intelligence, Chatbot, GenAI, Generative AI, ITSM, service desk - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic Much has been written about the opportunities of generative AI (GenAI) chatbots in an end-user context. Where the GenAI capabilities finally turn IT self-service capabilities into a service that meets end-user expectations. However, it’s essential not to overlook the opportunities to transform your IT service desk, and not just your IT self-service capabilities, with generative AI for service desk chatbots that empower agents. After all, most gen ai service desks are looking to transform their operations to deliver better business outcomes in the face of higher business expectations across “better, faster, and cheaper. ” This blog explains more, starting with the “Why? ”. Why provide GenAI chatbots to service desk agents? GenAI chatbots offer a wealth of opportunities for your IT organization to improve (or transform) the roles and performance of service desk agents. Two key opportunities are: Providing information and automation when it’s needed Content creation to reduce administrative work. Importantly, these benefits are not only felt by your service desk agents. They also help by providing better service experiences to end-users (which in turn makes them more productive) and time and cost savings for the service desk. Chatbots for information and automation Modern IT service management (ITSM) tools offer virtual assistants (often called Copilots or chatbots) for your service desk agents. These chatbots deliver real-time, tailored (AI-generated) responses that conversationally address your agents’ needs. This can provide information, knowledge, or actions so agents can quickly resolve end-user issues. All without leaving the ticket record. This capability not only helps seasoned agents but also enables new staff to be effective more quickly. GenAI chatbots can automate your ITSM workflows and provide step-by-step guidance, enabling your service desk agents to quickly perform tasks while standardizing processes, practices, and policies. In doing this, they read contextual information, like the employee’s name and role, so they can automatically populate fields to save time in issue resolution. GenAI for content creation In addition to facilitating the required solution, GenAI chatbots for agents can also create “content. ” For example, ticket summaries or message drafts contextually from within the ticket record. This can be during the resolution, perhaps to seek more information, or once the issue is resolved. They can also provide agent-specific insights for individual tickets or agent performance and improvement opportunities. For example, reporting service desk performance information such as the average ticket handling time for the day and where improvements can be made. Hence, the GenAI chatbot benefit is twofold. First, when solving the end-user issue – with the benefit having both time and quality dimensions. Second, related to administrative work and performance and insights. Examples of how GenAI chatbots help service desk agents – information provision The “conversational assistance” capabilities of GenAI chatbots make it easier for service desk agents to get ticket-related information. This could be diagnostics information for the end-user’s affected asset. The chatbots also provide a suggested solution for a ticket’s issue or request and potentially access to the means. For example, the automated removal of a conflict-causing software application. The data pool for agent chatbots can include agent-only... - Published: 2024-10-31 - Modified: 2024-10-31 - URL: https://www.sysaid.com/blog/generative-ai/sysaid-image-analysis - Categories: Generative AI - Tags: GenAI, Image Analysis - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic IT service management (ITSM) teams are under increasing pressure to meet growing end-user expectations of corporate IT support. As example data points, the Forrester Research “The State Of The Service Desk, 2022” report found that 62% of employees avoid the IT service desk. Unfortunately, 58% live with ongoing IT issues that the service desk can’t fix. This is just a snapshot of the end-user discontent with IT support capabilities. Thankfully, however, customer-focused ITSM tool vendors are using new generative artificial intelligence (GenAI) in both obvious and innovative ways to improve customers’ IT support capabilities and their ability to meet the expectations of their end-users. One of the innovative ways is image analysis. “A picture paints a thousand words” The SysAid ITSM solution product managers have long understood the importance of image capture to IT support. Over a decade ago, an F10 screen capture capability was available to customers and their end-users. This capability was a unique differentiator for SysAid’s IT support capabilities in a crowded ITSM tool marketplace. It was the IT support version of the adage that “a picture paints a thousand words. ” However, the ITSM tool market, enabling technologies, and end-user expectations have all moved on. GenAI capabilities now offer even more use cases to streamline IT support and provide better end-user experiences with image analysis. Using GenAI image analysis for IT support The SysAid ITSM solution now includes Image Analysis – a GenAI capability that will be developed further based on customer needs and technological evolution. With SysAid Image Analysis, end users with an issue can now simply upload an image through their preferred IT support channel – whether it’s a GenAI Chatbot, Microsoft Teams conversation, or Emailbot via email – to receive answers and assistance based on the image’s context. An example use case is screen error message recognition, where the GenAI capabilities analyze the uploaded screenshot(s) of error messages or system crashes. The capabilities identify the specific error type, correlate it with known issues, and suggest troubleshooting steps to accelerate resolution. This use case is especially helpful in scenarios where end-users cannot accurately describe their issue. What this means Whether it’s a screenshot or a photo of an issue, the GenAI instantly analyzes the image and provides relevant solutions and insights to the end-user. This intelligent automation streamlines IT support communication (especially because the uploaded image offers greater context than a verbal description). Ultimately, it helps end-users get the assistance they need more quickly and efficiently, with the GenAI able to automatically provide solutions for some issues. For IT support agents, the image(s) can provide all the necessary information without needing back-and-forth communications with the end-user. They also benefit from avoiding the issues the GenAI image analysis handles without human intervention. So, everyone wins when GenAI image analysis is used in IT support. Additional examples of GenAI image analysis IT support use cases The opportunities for GenAI image analysis to enhance IT support through automation are significant, improving the efficiency of tasks involving visual data as a minimum. Examples of how GenAI image analysis can enhance... - Published: 2024-09-26 - Modified: 2026-02-19 - URL: https://www.sysaid.com/blog/generative-ai/multi-channel-it-support-genai-era - Categories: Generative AI - Tags: GenAI, ITSM, Multi-channel - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic A decade ago, the IT service management (ITSM) industry was awash with talk of the IT self-service portal being the cure for all IT support ills. There were also service portal strategies where the traditional telephone and email channels were to be closed, with end-users forced to use the “superior” service portal channel. However, many of the service portal implementations of a decade ago didn’t deliver on their promises (for various reasons). Now, a decade later, the rise of end-user-centric and experience-focused IT support strategies means that multi-channel IT support is now essential in the generative AI (GenAI) era, with this enhancing capabilities across accessibility, automation, and efficiency. This blog explains why. Expectations and technical capabilities Before diving into specifics, it’s important to understand two of the overarching drivers of the multi-channel approach to IT support. The first is employee expectations, where “choice” is the key word. The second is the available technical capabilities, with it easier than ever to pass end-users and their issues between channels and support personnel to get them the best possible support experience and outcome. These two overarching drivers can be seen in the following reasons why multi-channel IT support is essential in the GenAI era. Meeting end-user preferences and expectations Modern end-users are bringing their consumer-world service and support experiences into the workplace. They expect to interact with internal IT support through multiple channels – whether it’s chat (including chatbots), email, telephone, service portal, Microsoft Teams and Slack sessions, or even social media. For example, the SysAid Copilot integrates with Microsoft Teams and email services like Google’s Gmail. An end-user might have a single IT support preference or expect to use different IT support channels for different scenarios. Multi-channel support allows end-users to access IT help through their preferred medium, whether in the office, remote working, or on the move. However, the type of need can also determine the end-user preference. For example: Urgent end-user issues might necessitate a phone call or live chat engagement for a real-time engagement with a human support agent. Complex technical problems might necessitate using the email or service portal channel to allow for detailed explanations and possibly the exchange of logs or screenshots. Routine service requests such as password resets or software installation requests are ideal for the service portal or chatbot channels. Confidential or sensitive issues, such as reporting a security breach, might necessitate a phone call to ensure the information is handled discreetly and securely. After-hours issues, when the IT service desk is closed, might prompt an end-user to use the chatbot or service portal channel. Providing a seamless IT support experience As well as demanding choice, end-users also expect a consistent and seamless experience across all IT support channels. This includes switching between channels (e. g. , starting a conversation on chat and continuing via email) without losing context or repeating information. GenAI technology facilitates this as well as offering additional capabilities that improve the IT support experience. For example: Cross-channel integration – GenAI can be integrated across multiple IT support channels, allowing the same AI-driven insights,... - Published: 2024-09-18 - Modified: 2025-07-28 - URL: https://www.sysaid.com/blog/generative-ai/difference-ai-genai - Categories: Generative AI - Tags: AI, GenAI, IT service management, ITSM, service desk - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic When considering adopting artificial intelligence (AI)-enabled capabilities in an IT service management (ITSM) context, it’s essential to appreciate the difference between traditional AI and generative AI (GenAI). This blog explains the key differences and how they impact possible ITSM use cases. The key differences between traditional AI and GenAI The distinction between traditional AI and GenAI relates to their capabilities, methodologies, and applications.   Traditional AI employs algorithms and models designed to perform specific tasks or solve particular problems by following predefined rules or learning from data. These AI capabilities are typically task-specific and can’t generate novel content or solutions beyond their programming or training data. High-level work-related examples include classification, recommendation, and anomaly detection. Traditional AI relies heavily on labeled datasets for training and validation and often uses supervised learning techniques where the model is trained on the labeled dataset to learn the mapping from input to output. This enables traditional AI capabilities to identify objects in images, convert spoken language into text, suggest products and content based on the preferences and past behavior of users, identify fraudulent activities in financial transactions, or power chatbots and virtual assistants that follow scripted responses. Whereas GenAI capabilities are models and algorithms that generate new data or content that resembles the input data they were trained on. For example, GenAI systems can produce new content in the form of text, images, music, and video that didn’t exist in the training data. GenAI systems employ advanced neural network architectures such as transformer-based models (like ChatGPT). They often use unsupervised or semi-supervised learning techniques, where the model learns patterns and structures from unlabeled data. GenAI models usually also have contextual understanding, allowing them to generate contextually appropriate content. GenAI-powered chatbots and virtual assistants are consequently more natural and can engage in context-aware conversations. According to Gartner’s 2025 Hype Cycle, enterprises are shifting focus from GenAI hype to real-world deployment of AI agents that act autonomously across platforms — including ITSM. These agents increasingly handle tasks like summarization, ticket resolution, and pattern recognition, streamlining operations at scale. Source: Gartner Hype Cycle for Artificial Intelligence, 2025 How GenAI trumps traditional AI Both GenAI and traditional AI have advantages and disadvantages. This makes each suitable for different applications and use cases.   GenAI is good at content creation (including generating synthetic data to train other AI models) and has contextual understanding. It can learn complex patterns and structures from unlabeled data, reducing the dependency on large labeled datasets. In terms of potential issues, the most common for GenAI are ethical and security concerns. Therefore, there’s a need to ensure that the GenAI tool vendor provides capabilities to address these concerns. For example, the SysAid Copilot has several default Guardrails Rules (which an AI Admin can choose to edit, keep, or remove) that relate to: Inappropriate content  Embedded content or commands Any requests to change system instructions Any requests to change scripting, command language, language coding, etc. Attempts by the user to access data or functionality outside the intended query processing scope  User attempts to exploit potential system vulnerabilities Attempts... - Published: 2024-09-12 - Modified: 2025-08-04 - URL: https://www.sysaid.com/blog/generative-ai/ai-improves-service-desk-operations - Categories: Generative AI - Tags: AI, AI Tools, Artificial Intelligence, ChatGPT, GenAI, ITSM, service desk - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic The last half decade has been notable for the blogs, presentations, and other sharing opportunities on how artificial intelligence (AI) will radically alter corporate IT service management (ITSM) and the IT service desk in particular. However, thanks to the rapid progress of generative AI (GenAI) development and adoption brought on by the success of ChatGPT (and others such as Claude, Microsoft Copilot, and Gemini), the opportunity for IT service desks to improve their operations and outcomes using the AI-based capabilities embedded within ITSM tools has accelerated significantly. The state of ITSM AI adoption at the start of 2024 This blog isn’t about where we currently are; instead, it focuses on where we could or should be. However, it’s worth undertaking a quick “pulse” check to see how far ITSM AI adoption has progressed. The ITSM. tools ITSM Well-being in 2024 Survey included questions on AI adoption. It found that 36% of respondents already use corporate AI capabilities. 17% reported that they help, and 19% that they don’t. This dissatisfaction with early AI adoption is perhaps to be expected, with potential issues including bad technology choices, inappropriate use cases, and poor technology implementations. It’s also unknown whether these AI capabilities are part of existing corporate applications, such as ITSM tools, or bespoke AI applications. However, ITSM professionals can also access an alternative to corporate ITSM capabilities, particularly in their absence. The survey found two-thirds (66%) of respondents had used non-corporate AI tools, such as ChatGPT, to help with their work, with 84% (of these) finding it helpful.   While not implicit in the survey data, it’s interesting to note the significant difference between user satisfaction with what were likely traditional AI capabilities and newer GenAI capabilities, respectively. 10 ways AI improves IT service desk operations and outcomes The following ten AI use cases for the IT service desk are all available now for ITSM professionals and the organizations they serve to benefit from: Virtual support agents – GenAI-based conversational chatbots or Copilots provide end-users with information and IT support self-help capabilities for both incidents and service requests. This includes step-by-step troubleshooting that’s bolstered by real-time technology insights and access to automated resolutions, password resets, and software deployment. This capability is available around the clock, even when an IT service desk might be closed, and allows end-users to access the assistance they need when they need it. Virtual assistants – GenAI-based Copilots can augment service desk agents’ skills, knowledge, and experience. The Copilots offer the agents real-time suggestions and actions to help with ticket resolution, including the speed and effectiveness of resolution. The help not only includes real-time access to relevant knowledge but also easy-to-access automation capabilities for resolutions, such as one-click server reboots. Knowledge creation – GenAI-based capabilities can create knowledge article content from ticket information that logs successful solutions for incidents. The AI capabilities can also continuously monitor the relevancy and usage of existing knowledge articles, updating them as needed to ensure accuracy and continued relevance.   Knowledge discovery and retrieval – the AI-assisted retrieval of knowledge or answers related to the... - Published: 2024-08-22 - Modified: 2026-04-13 - URL: https://www.sysaid.com/blog/service-desk/ai-future-already-here - Categories: ITSM, Service Desk - Tags: AI, Artificial Intelligence, Copilot, IT service management, ITSM, service desk, Workflow Automation, Workflows - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic Artificial intelligence (AI) in IT service management (ITSM) has long been touted as the future of ITSM and the future of IT service delivery and support. It’s an unavoidable future, thanks to the benefits AI-enabled capabilities bring to ITSM and the ever-increasing challenges the corporate IT organization faces. However, all the talk of AI as the future of ITSM is now a little misguided. Not because it’s no longer something that will happen but because the AI-assisted future for ITSM is already here for many IT organizations. This blog shares some recent insights about AI adoption in ITSM that show that the future of ITSM is already here. Automation is still the leading ITSM trend for SysAid customers Despite finding that employee experience has dramatically gone up in importance from 56% in 2022 to 73% in 2023, the SysAid 2023 State of Service Management Report, which collated the responses from over 1200 SysAid customers, showed that improving productivity with automation was still the highest scoring ITSM trend for 2023 at 76%. Additionally, using AI to predict and resolve issues more proactively jumped from 21% to 29%. IT organizations are now ready for AI-powered ITSM capabilities, with generative AI solutions leading the way. For example: Virtual agents (often called chatbots) Email autoresponders  Real-time assistance for IT support staff Ticket summarization Writing assistance  Automated performance insights Sentiment analysis. In addition to what we’re seeing with customers, the following statistics have helped to inform this view. ITSM pros are already using free (and non-corporate) AI tools Before considering how IT organizations already use the AI-enabled capabilities within their ITSM tools, it’s worth considering the following statistic. In a 2024 ITSM. tools Well-being in ITSM survey, 66% of respondents stated that they already use free AI tools such as ChatGPT to help with their work. Viewed differently, this is two out of every three people in ITSM roles using AI – often generative AI – to improve their productivity and capabilities. It’s a massive uptake for AI in ITSM but a statistic that IT organizations should be wary of.   The IT industry has already seen two decades of “shadow IT,” which started with devices and evolved to cloud applications. Now, the AI version is a risk for IT organizations. First, there are the security implications, which are probably the last thing a productivity-seeking employee will think of. Second, using non-corporate AI capabilities can’t help but raise expectations of what the IT organization should provide to employees. ITSM pros are also using corporate AI capabilities  The same survey also found that 36% of respondents already use AI Enabled ITSM, i. e. one in three people in ITSM roles. This could be various use cases. For example, it could be the AI capabilities within the corporate ITSM tool or an enterprise-created ITSM offering that leverages AI. The survey respondents could also be using multiple AI-enabled capabilities. This figure is expected to grow rapidly in 2024, with circa three-quarters of ITSM tools having already added some form of AI capabilities, according to ITSM. tools 2023 AI Adoption in... - Published: 2024-08-07 - Modified: 2025-07-27 - URL: https://www.sysaid.com/blog/itsm/it-pros-are-going-all-in-on-advanced-ai-for-itsm - Categories: Generative AI, ITSM - Tags: AI, ITSM - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic IT service management (ITSM) tools are shaking things up. They're getting smarter, fast. Think AI and GenAI – the new must-haves. Leading ITSM vendors are all over it. The SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore” 2024 report shows just how big this shift is. Nearly 60% of respondents say IT is a top strategic priority, and over a quarter (26%) of IT leaders see it as an even bigger deal this year. So, what’s driving this push? It’s simple. Better ITSM operations mean better business outcomes. Our report says 81% of SysAid users are seeing a boost in employee experience thanks to AI tools. But we’re not there yet. Many IT pros still need more help, especially with service desk capabilities. Service Desk Goals and How GenAI Steps In: Our survey nailed down the top three service desk goals for 2024: AI isn't just a buzzword anymore. It's a game-changer. And in the world of ITSM, it's making waves. Ready to ride them? Better Performance Insights: Get clearer visibility and analysis on performance and outcomes. Productivity Boost: Leverage AI and automation to get more done, faster. AI isn't just a buzzword anymore. It's a game-changer. And in the world of ITSM, it's making waves. Ready to ride them? AI-Enabled Capabilities: More Than Just Productivity AI isn't just about cranking up productivity (though it does that pretty well). It’s a game-changer across the board. Here’s how: Self-Service: Picture GenAI-powered chatbots or virtual agents. They're conversational and get you quick resolutions without the wait. Visibility: GenAI doesn’t just give you data; it hands you automated performance updates on a silver platter. Think predictive analytics that forecast future performance. Productivity: GenAI's workflow automation classifies, prioritizes, and routes tickets faster than you can say "incident resolved. " It even throws in automatic solutions when possible. Plus, IT staff can lean on GenAI for real-time suggestions and automated actions. Need summaries or training content? GenAI’s got that, too. IT Pros Are Hungry for Advanced AI Features Back in the mid-2010s, IT folks were jittery about AI taking over their jobs. Fast forward to 2024, and there's been a total 180. Now they see AI as a big win, thanks in part to ChatGPT. The SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore” report survey posed a fun question: “What would you do with a service desk superpower? ” The top answer was workflow automation, followed by predictive analytics to nip issues in the bud before they mess with end-users. The AI Revolution is Here GenAI is already making waves in IT. It’s helping IT staff up their game, boosting productivity, and nailing better business outcomes. But it’s not just an IT thing anymore. Enterprise service management (ESM) means these tools are gold for any department. GenAI and Enterprise Service Management (ESM) Time for a quick ESM 101. ESM is about using ITSM capabilities to polish up services, ops, experiences, and outcomes across all business functions—think HR, facilities, finance, and legal. They all tap into workflow automation, self-service portals, asset management, and knowledge management.... - Published: 2024-08-07 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/it-self-service-crash-burn-and-comeback-with-genai - Categories: Generative AI, ITSM - Tags: AI, ITSM - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic IT self-service has always been the go-to for overworked service desks looking to better serve end-users. But let's be honest, the last decade hasn't exactly been smooth sailing. Despite shiny new tech, users weren't thrilled. Adoption rates? Low. Satisfaction? Even lower. Back in 2017, a telling stat showed that less than 12% of organizations felt they got their money’s worth from self-service tools. The promises were big: cut costs, boost satisfaction, and 24/7 support. Reality? Not so much. Turning the Tide with Two Key Trends Fast forward to today, and two trends are shaking things up: Experience Management: Figuring out what users hate about self-service. Artificial Intelligence (AI): Making those self-service experiences not just bearable, but actually good. After the initial crash and burn, self-service is making a comeback. And it’s all thanks to generative AI (GenAI). Insight into Employee Experience and IT Self-Service The SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore” 2024 report has some eye-opening data. For instance, 81% of SysAid users report a better employee experience thanks to AI tools. The top goal for IT service desks in 2024? Enhance employee experience through more self-service. 28% of respondents are all in on this. It’s clear: organizations still believe in self-service to speed up support, cut costs, and improve employee experiences. Why the Shift? Early on, the focus was all about cutting costs and boosting efficiency. Employee experience? Not even on the radar. Fast forward to 2024, and it’s a different game. Now, 71% of our customers’ goals revolve around improving employee experience. This includes making self-service the first stop for issue resolution. GenAI to the Rescue GenAI is addressing the big issues that made users avoid self-service in the first place: Usability Problems: No more clunky interfaces. Finding Help: Quick and easy access to solutions. Search Results: Relevant and useful info, right when you need it. For a lot of IT organizations, calling the service desk was easier than dealing with clunky self-service options. But that's changing. Thanks to GenAI, we're finally delivering the IT self-service capabilities employees actually want and need. The GenAI Boost Not every organization has struggled with self-service adoption, but many have. GenAI tackles the root causes of this avoidance with: Better User Experiences: Conversational chatbots and virtual assistants get it. They understand and respond in natural language. GenAI tailors responses based on user profiles, past interactions, and preferences. It's personal. It's effective. Contextual Recommendations: Need help? GenAI suggests relevant articles, guides, and resources thanks to its contextual awareness. Intelligent Automation: GenAI can diagnose and resolve common IT issues automatically. It handles routine tasks like password resets and software installations with ease. 24/7 Availability: GenAI doesn’t sleep. It offers continuous support, unlike your IT service desk’s office hours. Accurate Knowledge Bases: GenAI learns from new issues and solutions, continuously updating and expanding knowledge bases. Scalability: Got a flood of queries? GenAI scales up to handle them all simultaneously. But There Are Challenges While GenAI is a game-changer, it’s not without its hurdles. Our report highlights the key obstacles: Security and Privacy Concerns: 34%... - Published: 2024-08-01 - Modified: 2024-08-01 - URL: https://www.sysaid.com/blog/itsm/measuring-success-it - Categories: ITSM - Tags: ITSM, KPIs, metrics, service desk, Service Desk Metrics - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic It’s an issue nearly as old as corporate IT itself. How should an IT organization measure its success? Many IT metrics and key performance indicators have been branded as “industry best practices” over the last three decades. For example, the wealth of IT service desk metrics contained within the ITIL body of service management best practice guidance. However, are all these IT metrics the best way to measure and report on IT success? For many organizations, the answer is “no. ” This is because of the difference between the IT organization’s perception of its success versus what the rest of the business thinks of IT’s performance. It can be a significant difference. Assessing traditional IT success measures An IT organization’s performance is usually assessed across various quality, time, and cost parameters. This applies to both running the business (IT operations) and changing the business (development and projects). In terms of the former, this includes customer satisfaction, meeting service level agreement (SLA) speed targets, and budget management. However, an IT organization can hit targets across all of these areas, but it is still not considered successful by the business as a whole, including its employees. This is because of what the IT industry has called “the watermelon effect. ” The watermelon effect explained If you think of a watermelon, it has a green exterior, but cut it open, and it’s red inside. The same can happen with IT performance measurement. From the IT organization’s perspective, all of the performance metrics are green. It appears to be successfully achieving everything it needs to. However, from the business perspective, IT’s performance is not meeting expectations – this is the red hidden by the watermelon’s green exterior. So, when considering IT’s success, it’s essential to address the possible root causes of the watermelon effect. What causes the watermelon effect in IT? Many factors can cause the difference between the IT and end-user perceptions of IT performance. However, an IT organization needs to understand those it can control and those it can’t. For example, unrealistic end-user expectations of IT performance – with IT capabilities perhaps limited by budgets – can likely only be managed rather than met. However, many factors are within the IT organization’s control. A significant issue is that the IT organization measures what it thinks is important, not what’s important to end-users. For example, the IT service desk might measure and report the number of incidents handled per month. From the IT organization perspective, it’s a handy measure of success for the IT service desk. However, it sheds little light on how well end-user needs are being met by the corporate IT support capabilities. The IT service desk is a good example of how IT metrics can contribute to the watermelon effect. The performance metrics often focus on how long tasks take but can ignore the outcomes of what’s done. IT performance measurement is also frequently taken at the point of supply. This can mean that end-users have a different experience of IT’s performance at their point of consumption. Ensuring that your IT organization... - Published: 2024-07-10 - Modified: 2025-08-04 - URL: https://www.sysaid.com/blog/itsm/service-desk-agents-copilots - Categories: Generative AI, ITSM - Tags: AI, Artificial Intelligence, automation, Copilots, IT service management, ITSM - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic If you’re new to Copilots, it might seem like an aviation term. There’s a connection, though – because an aircraft copilot supports the pilot in navigating and operating the plane. However, artificial intelligence (AI)-based Copilots are an IT service management (ITSM) technology exploitation opportunity that will radically improve the efficiency and effectiveness of IT support operations. This blog explains what Copilots are before focusing on how they help and why your IT service desk agents need them. What are Copilots? A Copilot is an application that employs AI to help people with tasks and improve their lives and experiences (including for the people they support). Copilots can help across a broad spectrum of areas, including: Automating routine tasks – freeing up people’s time to focus on other work Decision-making – analyzing vast amounts of data quickly to provide insights Real-time guidance – for example, issue-handling assistance Predictive analytics – predicting trends and behaviors based on historical data Personalization – adapting to individual preferences based on previous interactions. Copilots exist for different corporate and social needs, but specific IT support examples are shared next. How Copilots help IT service desk agents Some of the ways a Copilot can be employed in IT support to help IT service desk agents are: Intelligent work intake. There’s no longer a need for manual triage because Copilots can employ natural language processing (NLP) and machine learning to classify, prioritize, and route incident and service request tickets to the appropriate team. Virtual agents (often called chatbots). These can deal with repetitive end-user issues and requests, and this Copilot-powered self-service capability can be offered via various channels, including the IT self-service portal (in a browser), a mobile app, or integrated within collaboration services such as Microsoft Teams. Here, a conversational approach allows end-users to quickly get the help they need based on a “data pool” created from knowledge base articles, historical tickets, and other internal data, as well as verified external data sources. Plus, this capability is available 24x7, so IT support is available even if the IT service desk is closed. Email autoresponders. The virtual agent capability can also engage with end-users via email, providing the same conversational experience as with a chatbot. If the Copilot can answer a new ticket, it will craft a context-sensitive response that’s automatically sent to the requester. Real-time assistance for IT support staff. As the name suggests, Copilots work hand-in-hand with IT service desk agents, offering real-time suggestions to help with tickets. Because Copilots have access to the collective “data pool,” individual IT service desk agent capabilities are augmented with the collective knowledge of the IT support function. Ticket summarization. Copilots can automatically create a real-time summary of a ticket for IT service desk agents. Making it easy to understand the ticket’s context. Writing assistance. IT service desk agents can compose tailored responses and other messages with Copilot assistance. Copilots can also source and aggregate information from disparate sources to either create or update knowledge articles. Automated performance insights. IT service desk agents can get weekly updates on team and individual performance... - Published: 2024-07-09 - Modified: 2026-02-19 - URL: https://www.sysaid.com/blog/generative-ai/debunking-generative-ai-myths-in-itsm-its-time-to-rethink - Categories: Generative AI - Tags: AI, Artificial Intelligence, automation, ITSM, service desk - Blog authors: Avi Kedmi - Role / functions: CEO - ITSM maturities: Basic Gen AI is a trending topic, but many of us are still figuring out how it fits into our daily routines in ITSM. Gen AI is a trending topic, but many of us are still figuring out how it fits into our daily routines in ITSM. Is it just a passing trend, or could it be a useful tool? Let's explore how Gen AI can help us work more efficiently. Myth #1 Busted: Gen AI Requires Manually Updating Knowledge Bases Ever heard the myth that Gen AI needs constant manual updates to keep its knowledge base accurate? Turns out, that's not entirely true. Modern Gen AI can learn and adapt on its own. It's like having an intelligent assistant who continues to improve without constant supervision. And on That Note, Here’s a Related Myth Busted: Poor Ticket Data Prevents Effective Gen AI Use Some say Gen AI won't work well due to their ticket data quality. But here's the twist – we can blend our data with global knowledge and adjust our approach to make it work effectively. It's a journey of improvement, not an instant fix. Myth #2 Busted: You Can't Control Gen AI and It Makes Mistakes Contrary to popular belief, we have control over Gen AI. We can monitor, tweak, and correct it as needed. It's just like having a helpful colleague who's open to feedback and learns from mistakes. Myth #3 Busted: Implementing a Gen AI Chatbot Takes Months Let's dispel this myth once and for all. Implementing Gen AI-powered tools like chatbots doesn't have to be a lengthy process. We can integrate them seamlessly and get started quickly. It's about simplifying our workflow, not adding more complexity. Myth #4 Busted: Gen AI Leads to Compliance Issues This one's a classic myth. Gen AI tools can come with built-in guardrails, ensuring they meet industry standards. Compliance concerns can be addressed with the right approach. The Generative AI Revolution in ITSM The past year has shown us that Gen AI is more than just hype. It's making our work in ITSM smoother and more productive. With Gen AI, we can focus on solving complex issues and providing top-notch support. Here at SysAid, we recently launched our Gen AI solution, SysAid Copilot. It goes beyond basic chatbots by leveraging generative AI to understand user intent and deliver comprehensive, human-quality responses. It can automate repetitive tasks – all while continuously learning and improving based on user interactions. This frees up valuable time for ITSM professionals to focus on complex issues and provide strategic support. In short, generative AI positively impacts IT service management (ITSM) by improving service quality and increasing productivity. It helps IT staff at all levels work more efficiently, reduces the time it takes to resolve user issues, and provides a better overall experience for users. This makes ITSM a well-suited area for applying generative AI. - Published: 2024-06-13 - Modified: 2025-08-18 - URL: https://www.sysaid.com/blog/itsm/evaluating-ai-in-itsm - Categories: Generative AI, ITSM - Tags: AI, Artificial Intelligence, automation, ITSM, service desk - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic So, your organization has realized that it needs a new IT service management (ITSM) solution. But what should it include in the evaluation of the available ITSM solution options? Thanks to the wealth of capabilities organizations might want from their new ITSM solution, it has never been an easy activity. However, it’s now even trickier, with ITSM solutions expected to deliver more than just ITSM thanks to enterprise service management initiatives. But there’s also the opportunity of artificial intelligence (AI)-enabled capabilities to consider, too – with the failure to receive these likely to hinder an IT organization’s IT service delivery and support operations and outcomes relative to competitor organizations that have already adopted AI-enabled capabilities. This blog explains some of the key additional criteria your organization needs when evaluating an AI solution for ITSM and the AI-enabled capabilities it provides Understanding the Various ‘Flavors’ of an AI Solution for ITSM Requirements As you’ll see in the rest of this blog, the key criteria for evaluating AI in an ITSM solution can be divided into groupings. These are, of course, in addition to the requirements for assessing an ITSM solution without AI-enabled capabilities, such as core ITSM process enablement and the non-functional requirements required of any technology solution. When assessing an AI ITSM solution, the key criteria can be broken down into four categories: AI-related capabilities Technology-related capabilities Success measurement Process-improvement-related capabilities. Of course, some of these criteria can be considered to fit into multiple groups depending on your organization’s perspective and needs. 1. AI ITSM: AI-Related Capabilities A lot of focus will be placed on the offered AI-related capabilities, such as intelligent workflow automation, chatbots, and AI-powered analytics. However, just because an ITSM solution offers these AI-enabled capabilities doesn’t mean that they are what’s best for your organization or that your organization will benefit from them. Instead, there’s a need to assess what’s “under the hood” of the technology to better understand how it will or will not be able to benefit your organization. This includes: Training data quality – there’s a need to remember that for optimization, AI-enabled capabilities need to be trained, with domain-specific training data essential to ensuring accurate and relevant responses and actions. The level of effort and size of the data sets need to be understood and assessed in line with customer capabilities and expectations. Quality of the conversational interface – while the “back end” AI capabilities might fit your organization’s needs, they will potentially struggle with adoption if the conversational interface isn’t fit for purpose. So, assess the ITSM solution vendor’s abilities related to understanding natural language inputs, providing human-like responses, and performing ITSM-native actions and automation. Features to look out for include contextual understanding, tasks-specific agents, image recognition, multi-turn dialogue management, and sentiment analysis. Transparency and explainability – for AI-enabled capabilities to be successful, they need to be seen as more than a “black box. ” Service providers need to understand the data and processes that underlie the AI-enabled capabilities for both trust building and the ability to tweak the models as needed. End-users might... - Published: 2024-05-26 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/why-our-ai-chatbot-via-microsoft-teams-is-the-gamechanger - Categories: Generative AI, ITSM - Tags: AI Chatbot, automation, employee experience, ITSM, Microsoft Teams - Blog authors: Christine Pun - Role / functions: Service Desk Agent - ITSM maturities: Basic The way employees interact with IT support is due for a major overhaul. We're talking about saying goodbye to those clunky ticketing systems, relentlessly tapping your IT colleague's shoulder, and impersonal phone calls. Instead, imagine a world where getting IT help could be as easy as chatting with a coworker. This isn't just about convenience, it's about fundamentally changing the employee experience for the better. At SysAid, we've recently released our cutting-edge AI Chatbot via MS Teams, powered by SysAid Copilot. It leverages the power of generative AI to understand natural language and generate human-quality responses. This means employees can get conversational support directly from within the familiar, and preferred interface of Microsoft Teams. So why is this a game-changer? How will it impact employee experience? Let's dive in. The SysAid Copilot Advantage: Our AI Chatbot via MS Teams is like a superpowered search engine for IT and operational needs. It can search through SysAid's system of records, articles in approved SharePoint sites, documents, and even public websites. SysAid Copilot can be monitored, fine-tuned, created, and tailored to meet the unique needs of any organization. Think of it like training a super-smart assistant who knows all your company's ins and outs. For example, agents can upload an HR policy so employees can get answers to questions specific to their organization, right on the spot. Meet Employees Where They Are: Employees are already living in MS Teams for communication and collaboration. Would you believe that 300 conversations take place every minute on Microsoft Teams? . SysAid Copilot seamlessly integrates AI support right there, eliminating the need to jump between apps or wrestle with complex ticketing systems. This translates to less context switching (a notorious productivity killer! ) and more focus on what matters – getting things done. Boost Employee Morale (and Productivity! ) We all know it, IT problems can waste time, create frustration, and may snowball into bigger issues. SysAid Copilot's AI Chatbot is here to help. It provides instant access to solutions and answers, minimizing downtime and keeping employees focused. Research suggests that AI can increase employee productivity by 66% . Reduced stress, faster solutions, and happier employees – that's a win-win-win! The Features That Matter: Conversational Support: Employees can have natural conversations with the AI Chatbot to find solutions, ask questions, and get help – all within the familiar interface of MS Teams. Think of this like chatting with a helpful colleague, but getting what you need in a fraction of time. Effortless Ticket Creation: Say goodbye to complicated forms and frustrating emails. With the AI Chatbot, you can create tickets conversationally, streamlining the process and saving valuable time. Imagine typing, "My internet connection keeps dropping," and the chatbot will guide employees through a step-by-step troubleshooting process, even creating a ticket if necessary. Real-time Updates: Get instant status notifications and information on tickets without leaving the conversation. This ensures employees are always in the loop, minimizing frustration and maximizing transparency. Continuously Improve Your Support SysAid Copilot empowers agents to refine the user experience. An easy thumbs-up/down system gathers feedback on... - Published: 2024-05-26 - Modified: 2024-07-21 - URL: https://www.sysaid.com/blog/itsm/overcome-asset-warranty-chaos-6-best-practices-for-effective-management - Categories: ITSM - Tags: ITSM - Blog authors: Sofia Skubiy - Role / functions: Service Desk Agent - ITSM maturities: Basic Keeping your IT equipment running smoothly is crucial, and warranties are supposed to be your safety net. But between complex terms, expiring dates, and a claim process that feels like a maze, managing warranties can become a real headache for IT professionals. This blog post cracks the code on warranty management, offering 6 best practices to streamline the process and ensure you're getting the most out of your IT investments. 1. Establish a Comprehensive Warranty Inventory: Your Asset "War Room" The foundation of efficient warranty management lies in creating a comprehensive inventory. Think of it as your personal "war room," where you have a clear picture of all your warranties for hardware, software, and anything else in your IT battalion. Here's how SysAid empowers you to build your war room without the stress: Automated Asset Capture: You can upload a list of your assets, including type (laptop, server, printer), manufacturer, model number, and all the warranty details. Feeling lazy? SysAid's Asset Management module can even automate this process, freeing you up for more important tasks (like napping... or conquering the world... we don't judge). Centralized Storage: Say goodbye to lost documents! With SysAid's centralized storage, warranty information is always accessible, no matter where you are.   2. Embrace Automation: Unleash Your Warranty Management Superpowers Remember the days of manually tracking expiration dates and sifting through mountains of paperwork? Yeah, those were dark times. Thankfully, SysAid's warranty management software is here to automate those tedious tasks. These tools act as your trusty sidekick, assisting with: Centralized Warranty Information Storage: Keep all your warranty details in one secure location with automatic reminders for upcoming renewals. No more scrambling at the last minute! Comprehensive Reporting: Generate reports to track warranty coverage across your entire asset base. Identify any gaps or expiring warranties before they cause disruptions. Streamlined Workflows: Automate tasks like sending renewal notifications and managing claims. This frees up your valuable time for more strategic initiatives. 3. Proactive Renewal Management: Stay Ahead of the Warranty Curve To ensure your assets remain protected, proactive renewal strategies are key. Here's how to stay one step ahead of the warranty game: Automated Notifications: SysAid can automatically generate notifications for upcoming warranty expirations, keeping you proactive and preventing service disruptions.   Defined Renewal Protocol: Create a well-defined process for handling renewals, including communication protocols with vendors and budget allocation procedures. This ensures timely decision-making and avoids potential service disruptions, keeping your IT operations running smoothly. Strategic Decision-Making: Don't just blindly renew warranties. SysAid helps you consider the asset's age, condition, and usage patterns before committing to a renewal.   4. Understanding Warranty Coverage: Knowledge is Power If you want your warranty management to really work for you, you've got to know the nitty-gritty details of each warranty. Here’s how you can stay in the know: Take a close look at the fine print: Spend some time diving into the terms and conditions of each warranty. Make sure you understand what's covered, what's not (those pesky exclusions! ), and how you go about making a claim if needed. Keep... - Published: 2024-05-22 - Modified: 2024-05-22 - URL: https://www.sysaid.com/blog/itsm/employee-experience-is-for-it-service-provider-staff-too - Categories: ITSM - Tags: employee experience, ITSM - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic There’s no escaping the continuing march of employee experience in IT. Over the last few years, most IT organizations have recognized the importance of better meeting employee or end-user needs and focusing improvements on what matters most to them. They might not have yet invested in employee experience measurement (or digital employee experience (DEX) management) mechanisms to gain greater insight into how IT operations help or hinder these employees and business outcomes. But they are likely talking about it. The IT organization is focusing more on the employees it serves through its IT service delivery and support capabilities, which must be a good thing. But what about the employees working in IT and their employee experience? IT employees and processes have long been the “cobbler’s children” There’s a saying that “the cobbler’s children are the worst shod. ” This “old English” means that the shoemaker’s children have the worst, or potentially no, shoes. Reflecting that we can be so focused on serving the needs of others that we forget, or never get around to, meeting the needs of those “closer to home. ” In the case of employee experience, it’s more than likely that IT organizations will be so focused on improving the experiences for the employees or end-users they serve that they’ll overlook the expectations and needs of IT staff. It first happened in the 1990s when IT organizations originally introduced business-enabling technology, and I predict that it will happen again with experience management if we aren’t careful. Customer satisfaction questionnaires vs. employee satisfaction questionnaires Employee satisfaction questionnaires are the traditional method for assessing how IT staff feel about their work and working environment. The latest HDI research – The State Of Technical Support In 2023 – has staff satisfaction as the fourth most commonly used IT service desk metric, so employee satisfaction is measured at least for IT service desk staff. However, these staff satisfaction surveys will likely suffer from many of the same issues as the customer satisfaction (CSAT) questionnaires IT employs. After all, they’re often created, circulated, and analyzed by the same people. The issues with employee satisfaction questions could thus include: IT staff survey feedback requests are likely infrequent and aren’t necessarily made at the most appropriate times. Hence, they aren’t necessarily a true “pulse” of how IT staff feel. There are potentially low response rates, with IT staff worried about providing feedback criticizing the status quo (even anonymously). There’s likely response bias, with only the happiest and unhappiest team members providing feedback. So, a band of “meh” employees might never offer feedback on working in IT. Questions can often relate to the “mechanics” of working in IT, not how employees feel about their work and other areas that affect it, such as line management, relationships with other teams, and reward and recognition. Asking too many survey questions can create a barrier to survey completion. There’s a lack of visible action related to the previously received feedback that, in turn, prevents future feedback provision. There might be other issues related to the use of employee satisfaction questionnaires.... - Published: 2024-04-25 - Modified: 2025-08-03 - URL: https://www.sysaid.com/blog/generative-ai/ai-improves-itsm - Categories: Generative AI - Tags: AI, Artificial Intelligence, automation, change management, incident management, ITSM, knowledge management, service desk - Blog authors: Oded Moshe - Role / functions: Service Desk Agent - ITSM maturities: Basic There’s a lot of media hype around artificial intelligence (AI), especially on the back of the buzz created by generative AI tools such as ChatGPT. However, this hype shouldn’t overshadow the AI-enabled capabilities already added to IT service management (ITSM) tools, including the use of generative AI. Especially the capabilities that improve ITSM process efficiency and effectiveness in line with the automation mantra of “better, faster, cheaper” operations and outcomes.   This blog looks at some specific ways that AI-enabled capabilities have been introduced to ITSM tools, taking a process-based perspective. But first, here’s some benefits-focused scene setting. The Benefits of AI in ITSM The potential benefits of AI for ITSM include: Improved service experiences including personalization, with AI able to provide personalized engagements to end-users based on their profile, including past interactions and preferences. Improved operational efficiency and speed, with AI automating routine ITSM tasks. This includes improved Level 0 support capabilities via AI-powered chatbots and virtual assistants that can handle basic inquiries and support requests. Cost reduction, which includes labor savings and a reduction in the costs related to service downtime. Enhanced decision-making because AI technologies such as machine learning can analyze large data sets to identify patterns and trends that inform better decisions. This includes better planning, with AI predicting future demand for IT resources and allocating resources optimally. Proactivity, including with problem-solving capabilities, because AI can predict potential issues before they occur by analyzing system performance data. Enhanced IT security by identifying and responding to security threats more quickly and efficiently than humans can. Examples of ITSM processes that are helped by AI Given that ITSM processes all involve workflows, some form of analysis, and a focus on improvement, it could be argued that all are open to AI-based enhancement. However, some of the most commonly adopted ITSM processes, where ITSM tool vendors have added AI-enabled capabilities, are: Incident management – where AI can automatically categorize and route incidents to the most appropriate team. If possible, an automated resolution can be applied to the incoming ticket without human involvement. Machine learning models can also analyze historical data to predict and prevent incidents before they occur. Service request management – AI-powered chatbots, or bots in collaborative tools like Slack and Microsoft Teams, can interact with end-users to understand their needs. Either resolving them or escalating them to human agents when needed. Simple service requests such as password resets can be actioned automatically.   Problem management – AI can help identify the underlying root causes of recurring incidents by analyzing historical data. It can also analyze trends and logs to detect underlying problems that might not be immediately obvious to human eyes. Change management (change enablement in ITIL 4) – AI can evaluate the potential impact and risk of proposed changes. AI-driven automation tools can perform pre- and post-implementation testing to help ensure safe and effective changes. Knowledge management – AI can help keep the knowledge base updated by suggesting new articles based on recent incidents and problems or “knowledge gaps” when new service desk tickets are compared to existing... - Published: 2024-03-14 - Modified: 2024-07-21 - URL: https://www.sysaid.com/blog/itsm/sell-enterprise-service-management-other-business - Categories: ITSM - Tags: enterprise service management, ESM, ITSM - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic The IT service management (ITSM) world is always full of trends, and many take a long time to move from “the next big thing” to being mainstream ITSM best practices. The opportunities of enterprise service management (also known by the acronym ESM) are among these ITSM trends. It’s the use of ITSM capabilities by other lines of business – such as Human Resources (HR), Facilities, Finance, and Legal – to improve their respective services, operations, experiences, and outcomes. Enterprise service management has seen the initial interest of over a decade ago turn into something different in recent years. What started as a “quick fix” for the need for process-enabling technology in other lines of business moved to sharing service management best practices before seeing its adoption accelerate because of the global pandemic. This latter change was caused by the corporate need for digital transformation, specifically the business-process digital enablement element. But what if your IT organization still needs to sell enterprise service management to other lines of business? To help, this blog offers advice on how best to position what can be seen as ITSM capabilities as the solution to the digital enablement needs of other lines of business. 1 - Be careful about using IT-created terminology The term “enterprise service management” will mean little to other lines of business. Neither will much of the ITIL-created process terminology, such as incident and problem management. Instead, enterprise service management needs to be described and positioned differently to better sell its value to other lines of business, including corporate service providers such as HR, Finance, Facilities, and Legal. The inappropriateness and marketability of “enterprise service management” to other lines of business shouldn’t surprise IT professionals. Many of them already knew its lack of sell-ability (as a name) after the global pandemic accelerated the adoption of enterprise service management, with 2022 Axelos research finding that the terms “service management” or “digital transformation” were more likely being used within organizations (than enterprise service management). But even these preferred names can be misleading. Other lines of business probably don’t want service management. While the term digital transformation might be considered too broad for the digital enablement, provided by the shared ITSM tool capabilities, lines of business need to improve their operations and outcomes. It’s also highly likely that the other lines of business are looking for the improvements that ITSM tools (and any of the ITSM best practices they adopt) bring, making digital enablement (or something similarly outcome-focused) far more suitable name for what IT has traditionally called enterprise service management. 2 - Explain the benefits of enterprise service management using terms that resonate The elevator pitch for enterprise service management can be something akin to “better, faster, cheaper. ” However, line of business leadership will still want to understand more. In explaining the benefits of enterprise service management, they are similar to those for ITSM adoption and include: Operations optimization using best-practice digital workflows and other digital capabilities such as self-service, with this amplified through new artificial intelligence (AI)-enabled capabilities Employee and customer experience improvements Employee... - Published: 2023-12-14 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/itsm/practical-business-use-cases-for-esm - Categories: ITSM - Tags: enterprise service management, ESM, IT service management, ITSM, service desk - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic While enterprise service management is frequently described as the extension of IT service management (ITSM) capabilities to other business function departments to help improve their operations, services, experiences, and outcomes, the reality is that the shared capabilities are often related to the IT service desk and its service and support capabilities. There’s more insight on this below. With this in mind, it’s good for organizations looking to start or expand on existing enterprise service management strategies to understand where enterprise service management is commonly applied. To help, this blog shares some practical business use cases for enterprise service management. What the enterprise service management “footprint” looks like While enterprise service management definitions might make it look like organizations are sharing all 34 ITIL 4 management practices with other business functions, the reality is that some ITSM processes or practices are shared more than others. Plus, some business functions are more amenable to enterprise service management than others. These spectrums are evidenced in Axelos and HDI surveys. The global Axelos Enterprise Service Management Industry Report 2021 found that: Customer service/support was the most common recipient of shared service management capabilities (50% of organizations). This figure equated to 74% of the organizations with ongoing enterprise service management strategies. The level of adoption for other business functions, across all organizations, was business operations 42%, human resources (HR) 29%, security 27%, facilities 21%, finance 21%, procurement 19%, sales and/or marketing 15%, and legal 9%. The most commonly shared ITSM capabilities were incident management 53%, service request management 46%, asset management 45%, continual improvement 45%, knowledge management 45%, problem management 41%, and change enablement 40%. While the more recent (late 2022) but North-American-focused HDI The State of Service Management Report found that: 45% of respondents reported that their organizations are using the principles and practices of ITSM outside of the IT department. Business operations was the most targeted recipient of shared service management practices at 57% of organizations versus 58% for ITSM solutions. The level of adoption for other business functions, for the organizations sharing ITSM capabilities (rather than all organizations), was customer service/support 55%/45%, security 51%/32%, finance 35%/37%, procurement 32%/31%, HR 32%/35%, facilities 29%/37%, sales and/or marketing 24%/19%, and legal 16%/13%. Finally, the SysAid 2023 State of Service Management Report found that a third of respondents would consider deploying their service desk to other departments. Example practical business use cases for enterprise service management These example practical business use cases for enterprise service management are listed in the order of greatest business function practice adoption in the HDI data: Business operations – the use cases here will depend on the business an organization is in. However, some common areas can be used for practical examples, such as research and development and product development. The possible use cases here include streamlining the planning, execution, and monitoring of R&D projects using workflow automation, to help improve resource utilization and project outcomes. And product lifecycle management, from concept to retirement, for more successful product launches and continual improvement. Customer service/support – the possible use cases here include automating customer... - Published: 2023-11-08 - Modified: 2024-08-20 - URL: https://www.sysaid.com/blog/itsm/preparing-it-staff-for-ai-use - Categories: Generative AI, ITSM - Tags: AI, Artificial Intelligence, ITSM - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic While there’s much IT service management (ITSM) focus on the technical skills required to introduce artificial intelligence (AI)-based capabilities, there’s also a need to ensure that people (both IT staff and the people they serve) are suitably educated and potentially trained to fully benefit from the new capabilities. This need is encapsulated within the use of organizational change management tools and techniques. However, it’s still worthwhile ensuring that your organization’s adoption of AI for ITSM is facilitated by focused, people-related activities that prepare IT staff for AI use. The key challenges with AI adoption for ITSM A short AI survey by ITSM. tools found that: 73% of the organizations with an ITSM tool have access to AI capabilities 84% of organizations have adopted some form of AI capability (either in IT or business functions) In terms of the key challenges, the survey found that over half of the respondents felt the “lack of skilled people internally” to be a barrier to AI adoption success. ChallengesPercentageLack of skilled people internally57%Competing priorities for resources44%Legacy IT applications and infrastructure43%Employee resistance to change40%Additional costs38%Organizational politics and other barriers34%The available intelligent automation capabilities24%Lack of third-party assistance16%Don’t Know or N/A4% However, all these statistics need to be recognized in the context of the likely survey bias caused by the survey’s singular focus on AI. 5 steps for preparing IT staff for AI use As mentioned, organizational change management tools and techniques can help ensure that IT staff are fully prepared for the AI-based ITSM use cases related to their work. This includes: Engagement Focused communications Employee support Change impact analysis and risk management Relevant training. Each of these five steps is covered in more detail below. 1. Engagement The introduction of AI-based capabilities is more than simply a technology change; it’s also a people-related change because it affects the current ways of working. A fundamental tenet of organizational change management is involving key stakeholders from the outset. These key stakeholders are identified through stakeholder analysis, with IT staff likely identified as one of the many people groups affected by the change. Organizational change management practices then focus on engagement. This step has two key objectives: Understanding the concerns, motivations, and reservations of IT staff related to AI Engaging IT staff in the decision-making process. The combined effect of these objectives is to capture IT staff inputs – from their concerns (perhaps about job security) to their ideas for AI use based on how they work and their operational subject matter expertise. The engagement also helps avoid misunderstandings or potential conflicts and facilitates IT staff buy-in. The engagement leads into many of the other organizational change management areas, including communications, education, and training. 2. Focused communications Communications start with the vision for AI adoption, with this ideally a collaborative approach that has brought in the inputs from IT staff and other stakeholders. The aim of communications is to help ensure IT staff are informed and reinformed of AI’s benefits, risks, and impact. This includes addressing potential AI misconceptions and fears, with some IT staff likely being concerned about their... - Published: 2023-11-08 - Modified: 2024-04-17 - URL: https://www.sysaid.com/blog/service-desk/on-premise-software-security-vulnerability-notification - Categories: ITSM, Service Desk - Blog authors: Sasha Shapirov - Role / functions: Service Desk Agent - ITSM maturities: Basic Written by Sasha Shapirov CTO @ SysAid & Profero Incident Response TeamOn Nov 2nd, a potential vulnerability in our on-premise software came to our security team’s attention. We immediately initiated our incident response protocol and began proactively communicating with our on-premise customers to ensure they could implement a mitigation solution we had identified. We engaged Profero, a cyber security incident response company, to assist us in our investigation. The investigation determined that there was a zero-day vulnerability in the SysAid on-premises software. We urge all customers with SysAid on-prem server installations to ensure that your SysAid systems are updated to version 23. 3. 36, which remediates the identified vulnerability, and conduct a comprehensive compromise assessment of your network to look for any indicators further discussed below. Should you identify any indicators, take immediate action and follow your incident response protocols. What Happened The investigation identified a previously unknown path traversal vulnerability leading to code execution within the SysAid on-prem software. The vulnerability was exploited by a group known as DEV-0950 (Lace Tempest), as identified by the Microsoft Threat Intelligence team. The attacker uploaded a WAR archive containing a WebShell and other payloads into the webroot of the SysAid Tomcat web service. The full directory path was C:\Program Files\SysAidServer\tomcat\webapps\usersfiles\.  The WebShell provided the attacker with unauthorized access and control over the affected system. Subsequently, the attacker utilized a PowerShell script, deployed through the WebShell, to execute a malware loader named user. exe on the compromised host, which was used to load the GraceWire trojan, injecting it into one of the following processes: spoolsv. exe msiexec. exe svchost. exe After this initial access and the deployment of the malware, the attacker utilized a second PowerShell script to erase evidence associated with the attacker’s actions from the disk and the SysAid on-prem server web logs. The investigation revealed that the attackers had been observed deploying the GraceWire loader. Given the severity of the threat posed, we strongly recommend taking immediate steps according to your incident response playbook and install any patches as they become available. Taking proactive steps to secure your SysAid installations is vital in mitigating the risk. PowerShell Analysis The attacker used two PowerShell scripts during this attack. PowerShell Used to Launch Malware Loader The attacker uses the following PowerShell script to launch the user. exe loader: $wapps='C:\Program Files\SysAidServer\tomcat\webapps' dir "$wapps\usersfiles" $bp=0 foreach($s in tasklist) { if ($s -match '^(Sophos). *\. exe\s') {echo $s; $bp++;} } if ($bp) { echo "`nSTOP-PROCs FOUND! Exiting`n" } else { echo "Starting user. exe" & "$wapps\usersfiles\user. exe" } Start-Sleep 1 Remove-Item -Force "$wapps\usersfiles. war" Remove-Item -Force "$wapps\usersfiles\user. *" exi The script performs the following actions: Lists all files placed in the C:\Program Files\SysAidServer\tomcat\webapps\usersfiles directory. Checks all running processes for any process beginning with the name “Sophos” and if found, exits. If no matching processes are found, starts the user. exe malware. Pauses for a second, and then removes any files used during the attack, including the usersfiles. war file and any files matching C:\Program Files\SysAidServer\tomcat\webapps\usersfiles\user. * PowerShell Used to Erase Evidence from Victim Servers The following PowerShell... - Published: 2023-10-19 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/service-desk/healthcare-onboarding-offboarding - Categories: Service Desk - Tags: Healthcare, ITSM, offboarding, onboarding, service desk - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic If you think back to when you joined your Healthcare organization, you’ll probably remember the experience. It might have been super slick with everything in place for your first day at work. However, employee onboarding can be complicated, with Sapling HR stating that the average new hire is expected to complete 54 activities during onboarding. This figure is likely to be even higher in Healthcare environments. For many Healthcare organizations, the onboarding and offboarding of both permanent and temporary employees (or contractors) can be problematic, with it taking far longer than it should. Even worse, an employee can find themselves starting without the full complement of equipment they need to be a fully functioning staff member. The quality of onboarding can also affect employee retention, with research by Brandon Hall Group finding that great employee onboarding can improve employee retention by 82%. To help, this blog looks at the common challenges of employee onboarding before explaining how existing IT practices can be used to improve your Healthcare organization’s onboarding and offboarding capabilities. The common challenges with employee onboarding Many organizations will say that their employee onboarding process takes too long and is filled with examples of “dropped batons,” where tasks are delayed or even lost. These are the symptoms, though, with the root causes likely to be one or more of the following: A lack of process structure and consistency Communication gaps, which can include unclear expectations on responsibilities and timeframes as well as onboarding messages (that likely have tasks) being lost in busy inboxes Time and resource limitations, which skilled-labor shortages might exacerbate Insufficient technology enablement, with people reliant on personal productivity tools and paper rather than workflow management technology Delays caused by the inability to deal with legislation or regulatory requirements efficiently. There are likely more potential root causes in your Healthcare organization. Still, hopefully, these points are sufficient to offer insight into the “Pandora’s box” of issues many organizations face with employee onboarding and offboarding. The complexity of employee onboarding The average employee onboarding process is likely to have many elements; once a new employee has accepted their offer, a multitude of required tasks need to be fulfilled before they start employment. For some Healthcare organizations, there might be an overlap between recruitment and onboarding such that the onboarding process is even more complex; for example: Human Resources (HR) first handles various recruitment tasks. This work might include agreeing on a suitable roles-and-responsibilities document with the recruiting manager, advertising the vacancy, and interviewing, selecting, and notifying the successful candidate. HR also starts the onboarding process but relies on other business functions for delivery. This is where the real complexity starts, and the “It’s like herding cats” analogy might apply without formalized processes and workflow automation. The common employee onboarding tasks required of other business functions include the following:The Legal department arranges the employment contract and perhaps employee background checks The IT organization deals with IT equipment, services, and access provisionThe Facilities team arranges the required office equipment The Security or Facilities team gives appropriate physical access capabilities. HR handles... - Published: 2023-10-12 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/service-desk/automating-healthcare-workflows - Categories: Service Desk - Tags: automation, Healthcare, ITSM, service desk, Workflow Automation - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic Healthcare organizations are not immune to the need to increase process efficiency, improve employee productivity, and reduce costs. According to McKinsey research in 2020, 33% of Healthcare provider tasks could be automated to reduce costs and improve affordability. Whether it’s the need to streamline operations to improve competitiveness or meet industry regulations such as the 1996 Health Insurance Portability and Accountability Act (HIPAA) requirements, workflow automation offers many benefits to Healthcare organizations. One solution is the procurement and implementation of a process automation tool. However, Healthcare organizations with a fit-for-purpose IT service management (ITSM) tool already likely have the business-wide workflow automation capabilities they need. This blog explains why. The need for workflow automation in Healthcare organizations Organizations have automated manual operations since the 18th Century, when the Industrial Revolution took manufacturing operations from hand-production methods to machine use, i. e. automation. However, no matter the automation already in play, there’s still usually the opportunity to further automate practices, especially workflows – where there’s likely still the use of paper and personal productivity tools (such as email and spreadsheets) and manual operations that slow down processes and increase operational costs. For a Healthcare organization, the improvement opportunity can cover various operational areas and processes. For example: Administrative processes – such as patient registration, patient scheduling, billing, claims processing, compliance monitoring, and people management Clinical processes – such as patient triage, diagnosis and treatment planning, medication management, surgical procedures, and patient discharge Support services processes – such as supply chain management, facilities management, laboratory services, radiology services, and emergency services Data and information management processes – such as handling electronic health records (EHRs), reporting and analytics Quality assurance processes – such as patient feedback and outcome tracking (to evaluate the effectiveness of the treatments). How workflow automation helps improve Healthcare organization operations While much of the focus of workflow automation is often on improved process efficiency, the benefits are far wider. These benefits include: Increased speed of process execution and time savings – with automation replacing manual practices and the automation “working” at a far quicker pace than people; in particular, there are fewer delays caused by people’s non-availability Increased scalability – automated workflows can easily be scaled without proportionally increasing operating costs Less exposure to resource shortages – because automation reduces the reliance on people and their skills Reduced operational costs – because not only is automation quicker and more “available,” it’s also cheaper than employing human labor Reduced human errors – human errors, even if small mistakes, can be expensive in terms of their consequences Greater adaptability – it’s easier to change automation-based activities than the people-based equivalents where the existing practices are engrained Better consistency – automation eliminates the variability associated with human intervention, leading to more consistent outcomes Improved data analytics and improvement – automated processes provide a wealth of data that can help in performance assessment and improvement efforts Improved service and Healthcare experiences – the combination of the above benefits contributes to better operations and outcomes for patients and Healthcare staff. Workflow automation is a form of... - Published: 2023-09-27 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/itsm/itsm-trends-2024 - Categories: ITSM - Tags: automation, employee experience, enterprise service management, ITSM, people, service desk, sustaintability - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic As 2024 rapidly approaches, it’s worth considering what will change in the IT service management (ITSM) industry next year, i. e. , the 2024 ITSM trends. In some ways, there’s “much of the same,” but there’s a need to finally address some long-known needs. As covered in our 2023 ITSM trends blog, value demonstration, people focus, and “advanced ITSM” remain relevant to IT organizations seeking to improve their business value in 2024. Advanced ITSM includes not only doing new things but also doing existing things better – which could cover many of the “ongoing” ITSM trends that will likely be listed in other “2024 ITSM trends” blogs that appear in December and January. These 2024 ITSM trends are covered first in what can be considered an “umbrella trend” that’s a variant of 2023’s advanced ITSM trend – where the focus is on being and doing better rather than simply starting new things. For tips related to these trends, please check out this "ITSM Tips for 2024" from everybody's favorite Joe the IT Guy. Top 5 ITSM Trends For 2024 Many ITSM trends have moved from year to year, appearing in multiple “ITSM trends for” lists because while some organizations have adopted them, they’re still relevant to others. They can also suffer from the time it takes the ITSM industry to bring in new concepts and innovations. These trends include value co-creation or demonstration as an overarching IT and ITSM priority, enabled by the following four focused trends. #1: Enterprise Service Management Strategies Here, even those organizations that have adopted enterprise service management strategies still likely have more to do – whether this is extending to more business functions or improving within what’s already done. The SysAid 2023 State of Service Management Report found that a third of respondents would consider deploying their service desk to other departments. While some might state that we’re reaching a point where the IT industry will “drop the IT from ITSM,” the growing adoption of enterprise service management is unlikely to make service management more dominant than ITSM. What’s more important is whether “service management” is still the right term for using ITSM capabilities to improve business function operations and outcomes when these functions don’t view it as service management. #2: Automation and AI Adoption No matter what has already been automated, there are still likely more opportunities to improve through more. Using machine learning, natural language processing (NLP), and AI solutions, such as ChatGPT, offers additional opportunities. However, the important point for 2024 is that the increased adoption – whether traditional automation or intelligent automation – will be essential to achieving all three of “better, faster, cheaper” operations and outcomes, and the better service experiences and increased competitive advantage that result. Employee or User Experience Improvement Action This trend might better fit the second category of trend below because while most organizations now appreciate the need to focus on improved experiences, the number that have proactively introduced experience measurement and improvement capabilities is considered far lower. It’s not just a case of “walking the walk, not... - Published: 2023-09-21 - Modified: 2024-06-09 - URL: https://www.sysaid.com/blog/asset-management/hipaa-and-it-asset-management-in-healthcare - Categories: Asset management - Tags: Healthcare, HIPAA, ITAM, ITSM, service desk - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic Do you want to know how IT best practices can help with your Healthcare regulatory challenges? Corporate IT asset management (ITAM) capabilities are a great example. They’re commonly extended to other business functions as part of digital transformation or enterprise service management strategies to help manage non-IT technology assets (ITAM is the third most-shared IT service management (ITSM) capability after incident and service request management). A valuable non-IT ITAM use case is in Healthcare scenarios, where ITAM can help with the 1996 Health Insurance Portability and Accountability Act (HIPAA). This blog explains where and how ITAM supports HIPAA requirements across various compliance and efficiency needs, covering IT-provided and medical technology assets. A Healthcare customer example Church Health uses SysAid to address its operational challenges, with ticketing and asset management used across the organization – for example, for physical facility repairs, credentialing, employee onboarding, software troubleshooting, tickets for collecting donated medical equipment, and adding new healthcare providers, drugs, or treatments to a picklist in the system. Another Healthcare-industry-specific function SysAid fulfills for Chruch Health is monitoring encryption on the organization’s laptops. It helps ensure patient medical information is secure and confidential, even in the event of a lost device, avoiding the risk of a costly HIPAA breach. It’s an important capability given that, in 2022, an average of 1. 94 healthcare data breaches of 500 or more records were reported daily. The impact of HIPAA in a nutshell There are a number of key HIPAA coverage areas, including: Protecting patient confidentiality, with patients’ personal health information (PHI) kept confidential Standardizing data security Portability of healthcare coverage Patient rights to access and control how their PHI is used Streamlining administrative processes through electronic health transactions Promoting electronic health records (EHRs), with standards for data storage and exchange to improve interoperability between systems Accountability and penalties for HIPAA violations (civil and criminal) Regulatory compliance. While ITAM can’t help with all of these HIPAA coverage areas, there are more ITAM-related opportunities than people might think, especially across: Inventory management Risk management and security Policy enforcement and compliance Cost management. Each opportunity area is covered below, starting with inventory management as a foundation for the required HIPAA compliance and cost efficiency. Inventory management While inventory management might not initially seem particularly relevant to HIPAA requirements, these ITAM capabilities provide the solid ITAM foundation upon which many other opportunities stand. Inventory management can cover a variety of relevant assets, from traditional networked-connected personal-productivity devices (including mobile devices) to shared assets, virtual desktops, and non-network-connected assets. In particular, inventory management (when combined with network discovery) helps with asset Identification, such that a healthcare organization knows what hardware and software assets are employed across various sites, including those of hybrid workers. The resultant up-to-date asset inventory supports the prevention of unauthorized access to corporate systems containing PHI. ITAM inventory-management-based capabilities also help to classify assets based on their importance and the type of information they hold. This approach makes it easier to implement security controls in accordance with HIPAA requirements. Risk management and security There are many opportunities where ITAM... - Published: 2023-08-24 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/itsm/chatgpt-in-itsm-and-esm - Categories: ITSM - Tags: AI, Artificial Intelligence, automation, ChatGPT, CMDB, ITSM, service desk - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic Right now, it’s hard not to notice the hype around corporate artificial intelligence (AI) use caused by ChatGPT, a generative AI tool. At one end of the spectrum, it can provide better answers than Google (and by “better,” I mean more focused and more quickly than taking the Google route) and, at the other, there are opportunities to embed ChatGPT-based capabilities into IT service management (ITSM) and enterprise service management (ESM) operations. This blog shares what ChatGPT is and how it works, the pros and cons of using ChatGPT, and examples of how it can be employed in ITSM and ESM operations to improve operations and outcomes. How ChatGPT works ChatGPT is an advanced natural language processing (NLP) model based on the OpenAI Generative Pre-trained Transformer (GPT) architecture. It’s a generative model, which means it generates text by responding to a prompt or answering questions in a conversational manner. Importantly, it doesn’t have a fixed set of “canned” responses and creates its answers dynamically based on the input it receives. The underlying ChatGPT architecture is based on transformers – neural network architectures that are good at handling sequential data and capturing dependencies and relationships in the text. At its core, ChatGPT is a language model, which means it is trained to predict the likelihood of a sequence of words appearing in natural language. It uses this ability to generate grammatically correct and contextually appropriate text. The model is pre-trained on a massive body of text data from the internet, allowing it to learn language structure, including grammar, facts, and reasoning abilities. ChatGPT discovers the statistical properties of the language and generates a representation of words, phrases, and language constructs. This learning is unsupervised. After the pre-training, ChatGPT is fine-tuned on a more specific dataset to make it more adept at engaging in interactive dialogues. This phase involves training the model on a narrower dataset with human feedback. ChatGPT can be used in various applications, including chatbots, content creation, language translation, and information retrieval. ChatGPT uses the learned statistical properties and relationships to generate a response when a text prompt is provided. The model considers the context provided by the input and uses its knowledge and training to compose an output that is likely to follow the input text based on the patterns and information it has seen during pre-training. Finally, it’s important to appreciate that ChatGPT doesn’t understand the text. Instead, it generates responses based on the patterns and associations it learned during training. Top of Form Recognize the pros and cons of ChatGPT Before using ChatGPT to enhance your ITSM and ESM capabilities, knowing its pros and cons is essential. Two limitations are called out in the tool’s web interface: ChatGPT’s last knowledge update was in September 2021, i. e. its answers don’t include anything newer than this. For some ITSM use cases in particular, this knowledge gap will cause issues. The statement “ChatGPT may produce inaccurate information about people, places, or facts” is visible below the prompt box. This second limitation is different from the first, and the relative importance... - Published: 2023-07-26 - Modified: 2024-08-20 - URL: https://www.sysaid.com/blog/itsm/generative-ai-for-itsm - Categories: Generative AI, ITSM - Tags: AI, Artificial Intelligence, automation, Generative AI, ITSM, service desk - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic In the world of IT service management (ITSM), people are often keen to understand and potentially try out new technologies. Hopefully, in the context of their business application and the benefits this brings. So what about using generative artificial intelligence (generative AI) for ITSM? It might be that it’s still on your to-do list, with a need to understand what it is and how it works in an ITSM context before dipping your toe into the generative-AI waters. To help, this blog looks at what generative AI is and how it works (at a high level), offering ITSM-related examples for its use. Generative AI technologies explained Generative AI is an AI category where algorithms generate new data based on their training data, having learned the underlying patterns and distributions of the data in the large training data sets. The most common types of generative AI technologies include: Generative Adversarial Networks (GANs) – GANs use a generator and a discriminator neural network to improve their data generation through a feedback loop, where the discriminator critiques the generated data. GANs are often used for visual tasks such as video creation, AI-generated art, and image resolution enhancement. Variational Autoencoders (VAEs) – VAEs learn the probabilistic mapping between the data space and the latent space (it’s best to Google it if you require more insight). Example use cases are drug discovery to create potential new drug molecules and generating new video game content by learning the underlying game structure and features. Recurrent Neural Networks (RNNs) such as LSTM (Long Short-Term Memory) – RNNs and LSTMs work with sequence data. These generative AI technologies are widely used in natural language processing (NLP) and can be trained on text to generate new text that mimics the style of the training data. They can also create new music in the same style as a music genre or particular composer. Examples of GAN generative AI tool use cases for ITSM GAN tools are usually focused on image creation, for example: StyleGAN2 – generates high-quality, realistic faces, but it can also be used for other kinds of images. Pix2Pix – image-to-image translation with paired data for tasks such as converting sketches to colored images or satellite images to maps. CycleGAN – image-to-image translation without paired data, for example, turning a horse into a zebra or a painting into a photo. This translation is without examples of what the transformation should look like. However, GAN tools can also be applied to structured data, time series, and other types of data relevant to ITSM. Example GAN use cases for ITSM include synthetic data generation for testing and training purposes, such as: Load prediction and resource allocation – resource allocation planning strategies can be tested by simulating different scenarios. Network traffic simulation – to test the performance and resilience of network infrastructure under different load conditions. Improving incident classification – if certain types of incidents are underrepresented in real training data, GANs can generate synthetic data to help the training. Examples of VAE generative AI tool use cases for ITSM With VAEs, we are... - Published: 2023-07-05 - Modified: 2024-08-20 - URL: https://www.sysaid.com/blog/itsm/ai-enabled-capabilities-itsm - Categories: Generative AI, ITSM - Tags: AI, Artificial Intelligence, automation, IT service management, ITIL, ITSM, service desk - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic While many blogs talk about the opportunity of artificial intelligence (AI) and its benefits for IT service management (ITSM) and enterprise service management (ESM), it can feel a little like being told that you can now sand a wall after being given a bag of electronic do-it-yourself (DIY) tools. You know that technology can help you. You also understand that the right tool is in the bag. But you don’t necessarily know which piece of equipment is best suited to your need. Which AI-enabled capabilities are best for your organization? To help, this blog post shares information on different types of AI technologies and capabilities and how they will benefit your ITSM and ESM operations and outcomes. Categorizing AI technologies Knowing how best to “slice and dice” the world of AI technologies into easy-to-understand groupings can be challenging. For example, a commonly seen way to separate AI capabilities is across four areas: Reactive machines – basic types of AI systems designed for narrow, specific tasks and unable to learn or apply knowledge from one domain to another. Limited memory – which learn from historical data and past experiences to some extent. Most current AI systems, including chatbots, are limited memory AI. Theory of mind – AI systems that understand human emotions, beliefs, intentions, etc. This AI type is currently a concept rather than a reality. Self-aware AI – an advanced AI that has its own consciousness, emotions, and self-awareness. Self-aware AI is theoretical and does not exist. Three other AI groupings are commonly referred to: Artificial narrow intelligence (ANI) or “weak AI” – AI systems designed and trained for a specific task, such as voice assistants or facial recognition. Artificial general intelligence (AGI) or “strong AI” – AI systems that can apply intelligence to any problem, not just one specific problem. AGI is a theoretical concept and doesn’t exist in practice. Artificial superintelligence (ASI) – a hypothetical AI that surpasses human intelligence across all aspects. It’s where machines become self-aware. However, most people will be more familiar with the main “flavors” of AI currently employed in delivering AI-enabled capabilities in ITSM and ESM scenarios: Machine learning – the creation of algorithms that learn from and make predictions or decisions based on data. The learning can be supervised, semi-supervised, unsupervised, or reinforced. A subset of machine learning, deep learning, involves neural networks with multiple layers and is used for complex tasks such as image and speech recognition (covered below). Natural language processing (NLP) – the interaction between computers and humans through natural language. NLP includes subfields such as sentiment analysis, language translation, and speech recognition. Speech recognition – the interpretation and transcription of spoken language into text by computers. It uses NLP and machine learning and is commonly experienced in personal-life voice-based assistants such as Google Assistant, Amazon’s Alexa, and Apple’s Siri. Computer Vision – teaching machines how to interpret and understand the visual world. For instance, to accurately identify and classify objects and then react to what they “see. ” Examples include image and video recognition, facial recognition, and image processing. The... - Published: 2023-05-24 - Modified: 2023-05-24 - URL: https://www.sysaid.com/blog/itsm/know-about-change-enablement - Categories: ITSM - Tags: CAB, change advisory board, Change Approval, Change Enablement, change management, ITIL 4, service desk - Blog authors: Joe The IT Guy - Role / functions: Service Desk Agent - ITSM maturities: Basic Change enablement is the practice that deals with IT change, transitioning new services or their supporting components into your production environment effectively, efficiently, and safely. It's also one of the trickiest practices to get right. We often get it wrong by either going in too hard with restrictions, making it challenging to innovate, or we're not careful enough, which causes service disruption to our businesses and end users. The introduction of ITIL 4 brought a focus on change. It has a new name, is now practice-driven rather than purely a process, and is aligned with the service value system. But what does that mean for stakeholders of the new and improved change practice? This article will look at the following: What has changed with ITIL 4? How to design for an improved colleague and customer experiencePractical guidance on how to run Change Advisory Boards (CABs) within your organization with the support of the DevOps 3 ways. We live in an ITIL 4 world ITIL has existed since the 1980s, so a new version would always be a big deal. The latest version of ITIL has brought some changes to the change practice. Firstly, a name change from management to enablement is a small but crucial detail. Change management was always about controlling and protecting the production environment and the business from there. But that sort of perspective can always act as a blocker. From ITIL 3, we've focused on delivering value and removing blockers, so it would make sense to see that reflected in the change practice as the ITIL framework continues to evolve. By renaming the practice to change enablement, we've made it easier for our colleagues to innovate and engage with the process rather than trying to work around it because it is too complex or challenging. Another aspect of the ITIL 4 change guidance is recognizing that change activity needs to flow to align with the business and deliver value. The change enablement practice acknowledges the role of automation in making change activity more efficient. While a change can still be triggered manually by raising a request in your IT service management (ITSM) tool, there is also more emphasis on automation. For example, through Artificial Intelligence (AI), tier 0 support, reactive support as a response to incident management activity, or proactive support when aligned with event management. How to design for an improved colleague and customer experience Prep work is everything. In a previous job, I had a colleague who used to say to me, "The more we practice and prepare, the luckier we get. '' The same can be said for effective change enablement, especially through the lens of customer and colleague experience or CX. So how do we design improved colleague and customer experience? We lean into best practices. Here are some ideas: Recognize that change enablement is now practice rather than process-based, and therefore include ideas from each of the four dimensions of service management:Organizations and peoplePartners and suppliersInformation and technologyValue streams and processes Why is this so important? Well, look at it like this. The... - Published: 2023-05-04 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/service-desk/service-desk-metrics - Categories: Service Desk - Tags: service desk, Service Desk Metrics - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic When looking at service desk metrics, it’s good to start with your organization’s mission statement. An organization’s mission statement is its reason for being, with it often comprised of multiple components such as customer experience, employee experience, profitability, etc. Goals are usually identified from the mission statement, and specific targets are prioritized from the organizational goals. In addition to these goals, some organizations might have specific objectives and milestones to achieve their goals. However, many organizations can be confused between and often interchange goals and objectives, as no definitive industry definitions exist. For this blog, we will use goals as the target or outcomes to be achieved and objectives as milestones on the journey to achieving these targets. Hopefully, this differentiation will make it easier to understand what you need to know about successful service desk metrics. The pros and cons of traditional service desk metrics Metrics are essential as they communicate value, progress, and improvements, facilitate alignment and collaboration, and convey an organization's contribution to achieving a goal. However, too often, organizations don't clarify or communicate the purpose of a metric, use the wrong metrics, or don't understand why they need to change what they measure to mature and increase the value of the underlying services. The result is confusion, lack of alignment, and a loss of confidence in management. An example is that service desks like to report on Average Speed to Answer (ASA), Abandon Rate (ABA), Average Handle Time (AHT), and resolution time. These are the metrics that their management used 20 years ago and are familiar with, yet the type of calls and work done by the service desk today can be quite different from the work done ten or even five years ago. These metrics are valuable as operating performance measures but may or may not help stakeholders understand the value provided by a service provider. Together, they can begin to give an understanding of how well (efficiency) an organization is performing, yet they don't begin to communicate how effectively an organization is performing. Metrics drive people's behaviors, so you must identify the correct measurements so people understand the behaviors necessary for the organization to achieve its goals. The organization should understand the desired outcomes, as they all play a role in achieving them. Later, I explain how to identify the correct measurements to provide more meaningful information to your leadership. When the metric is the goal, the organization often misses the target and improvement opportunities. Setting the right metrics Measuring whether you have achieved your goals is challenging, as measurements for outcomes are often lagging indicators, meaning that measurements take time to 'catch up' with the changes made. For example, it can take 4-6 weeks for customers to notice changes made to a process, so customer experience ratings will typically not change immediately when a process, functional, or organizational change is made. Leading indicators are typically transactional measurements, e. g. , calls per hour, lines of code written, and the number of changes, which are easy to measure. Based on their trend, they should be viewed... - Published: 2023-03-30 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/itsm/how-to-increase-manufacturing-throughputs - Categories: ITSM - Tags: ITSM, Manufacturing, Mean Time Between Failures, Mean Time to Repair, MTBF, MTTR - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic Manufacturing operations can benefit from IT service management (ITSM) capabilities – from service management principles, through ITSM processes, to the capabilities offered by ITSM tools. In particular, ITSM capabilities can improve equipment uptime and performance. This improvement increases manufacturing throughputs and the manufacturing organization’s operations and outcomes, positively impacting customer perceptions and the financial bottom line. This blog focuses on the ITSM processes and enabling technology that can help both the Mean Time Between Failures (MTBF) and Mean Time to Repair (MTTR). Increasing throughputs by applying ITSM capabilities to manufacturing equipment Through ITSM capabilities, manufacturing companies can improve the IT employed in supporting the company, such as the corporate IT network and direct and indirect manufacturing employees. Examples of the latter include the Human Resources Management System and the PC and telephony devices used by Human Resources personnel. However, this blog is focused on how ITSM can be used to directly improve the manufacturing, rather than IT, equipment employed. Although, it’s appreciated that there can be a blur between the two when equipment is network or internet connected. A separate blog looks at the opportunities for manufacturing organizations to leverage what the IT industry calls enterprise service management to improve operations and outcomes through ITSM capabilities. Examples of ITSM capabilities that can be focused on manufacturing equipment include: Asset management – where these ITSM capabilities help manage the entire lifecycle of the manufacturing equipment, from procurement through to retirement, including tracking, maintenance, and repair. This help can also involve contract management and pulling in ITSM capabilities related to ITSM supplier management guidance. ITSM automation and other digital enablement capabilities – these capabilities, such as self-service and knowledge management, can help streamline processes and the use of manufacturing equipment, reducing manual errors and increasing efficiency. Improved analytics and reporting for performance monitoring – when an ITSM tool is used to digitally enable manufacturing operations, it can provide real-time visibility into the operations. This insight helps with performance monitoring, decision-making, and continual improvement identification – where ITSM continual improvement guidance can then be leveraged to execute the identified improvement opportunities. The ITSM automation, as well as other ITSM capabilities, can be employed in improving the uptime of manufacturing equipment through practices such as: Conducting equipment maintenance on a regular cadence. The ITSM tool can notify of the need, chase non-execution, and record the results. This regular maintenance (and inspection) of manufacturing equipment can help prevent unexpected breakdowns and improve uptime while extending its usable lifespan. Implementing a preventive maintenance program. This practice is an extension of the first bullet, with the regularly scheduled maintenance activities able to detect and correct equipment issues before they adversely affect operational uptime. Implementing condition-based monitoring. For network-connected manufacturing equipment, the same principles applied to IT equipment can be used with manufacturing assets. This continuous monitoring can detect potential issues to address them before they adversely affect uptime. Analyzing manufacturing equipment data. Data on equipment performance can be analyzed to identify patterns and trends that inform decisions on improving equipment reliability and uptime. However, in terms of increasing manufacturing... - Published: 2023-03-09 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/itsm/knowledge-management-capabilities - Categories: ITSM - Tags: Continual Improvement, continual service improvement, Knowled, knowledge management, KPIs, Modern ITSM, service desk - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic Knowledge management is a highly adopted IT service management (ITSM) process, or ITIL practice, that organizations continue to struggle with. While the concept of corporate knowledge management dates back to the last millennium, the introduction of knowledge management to ITIL v3 best practices in 2007 and the potential benefits have made it a high priority for many IT organizations in the last decade and a half. In 2023, an effective ITSM knowledge management capability is more important than ever. Because the reliance on shared knowledge has extended beyond the operational needs of IT staff – for example, IT service desk agents seeking solutions to incidents – to include employee self-help (as part of IT self-service capabilities) and machine-learning-based chatbot capabilities. While the phrase “knowledge is power” has been a long-held management cliché, “knowledge is operational fuel” is now likely more accurate. Especially because both traditional self-help and newer virtual assistant capabilities will live or die based on the quality of the knowledge they have access to. However, the modern knowledge management need is not only to power technology-based ITSM use cases but also to maintain IT and business operations in a world of remote working and higher staff departure levels. So, how good are your organization’s ITSM knowledge management capabilities? If they need improvement, then this knowledge management blog is for you. The current state of knowledge management The Axelos 2022 ITSM Benchmarking Report found that knowledge management is the fifth most-adopted ITIL practice at 79% of organizations. However, the self-reported level of knowledge management success was one of the lowest, across the commonly adopted ITIL practices, at just 20%, i. e. 80% of the IT organizations that have adopted knowledge management stated that it needed improving. It’s a scary statistic, although it’s helpful to see that your organization is not alone in struggling with knowledge management. But we should remember that the knowledge management capabilities might still be working within many of these organizations, just not as well as the organization would like. There are many potential reasons for this. Some are operational – for example, that: Knowledge, while available, is difficult to find quickly Knowledge quality is inconsistent or outdated and is, therefore, not trusted Knowledge maintenance requires too much effort and investment The IT organization’s knowledge-sharing technology is unfit for purpose, including integrations with other systems There’s a lack of standardization, with different IT teams capturing and organizing knowledge inconsistently. However, many of the toughest knowledge management challenges relate to people, with knowledge management research identifying that: “People always know more than they can say, and they will always say more than they can write down” “People only know what they know when they need to know it” “Knowledge can only be volunteered, it cannot be conscripted. ” The benefits Despite these operational and people-related issues, knowledge management is still viewed as an essential part of modern ITSM capabilities (and hence the high adoption levels found in the Axelos survey and report) – for example, in: Enhancing ITSM practitioner capabilities Empowering end-users to self-help Facilitating modern ITSM capabilities that... - Published: 2023-02-23 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/itsm/service-management-manufacturing-operation-costs - Categories: ITSM - Tags: ITSM - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic Like many other businesses, manufacturing organizations constantly battle to reduce costs and improve margins and profitability. As part of this fight, manufacturing organizations can employ IT service management (ITSM) tool capabilities and service management best practices to help. However, it’s important to appreciate that the opportunities for manufacturing organizations to benefit extend beyond using ITSM tool capabilities and service management best practices for IT service delivery and support. This use case is merely the first two of four discrete opportunities for your manufacturing organization to benefit. These opportunities relate to the following: The IT employed in manufacturing operations and other business functionsThe IT used by manufacturing and “supporting staff”Manufacturing processes and equipment useOther business functions that enable manufacturing processes. For example, the knowledge management capabilities enabled by an ITSM tool can be used to improve across all four of these opportunities. Plus, it’s essential to recognize that service management capabilities encompass all three of people, processes, and technology, not just the ITSM tool. 1 - Manufacturing-organization IT This is the “bread and butter” opportunity for service management capabilities, particularly ITSM. A raft of ITSM best practices, enabled by a fit-for-purpose ITSM tool, will help deliver “better, faster, cheaper” IT service delivery and support. For example, reducing the total cost of ownership (TCO) and the performance of the IT employed in manufacturing operations, including the technology used by the other business functions needed for the manufacturing organization as a whole to function. This opportunity can involve a variety of service management capabilities and the ITSM tool. For instance, best practice service management capabilities related to: Supplier managementIncident managementAsset managementService financial managementAvailability managementCapacity and performance managementService continuity managementMeasurement and reportingContinual improvement. 2 - Employee IT While the previous section covered the technology or IT services used in manufacturing operations and its enabling business functions, there are also cost and performance benefits related to the employee use of IT, i. e. their “personal IT. ” This opportunity includes manufacturing employees but also covers the “supporting staff” in other business functions. These employees are outside of manufacturing operations but whose work enables manufacturing operations. While many of the same ITSM capabilities listed above are used for optimized “personal IT” service delivery, the corporate IT support capabilities are often more likely to be engaged relative to employee, rather than operational, technology needs. Here, ITSM tool capabilities can speed up support and remove manual effort to make a difference in manufacturing operating costs. For example, workflow automation, service catalogs, self-service, knowledge bases, automation and service orchestration capabilities (including artificial intelligence (AI) opportunities), reporting and analytics capabilities, and integrations with other tools and systems. Whether an employee needs assistance or the provision of new technical capabilities, these ITSM tool capabilities deliver what’s needed more quickly and at a lower cost. Specific ITSM tool capability IT use cases can also be extended to assist manufacturing and supporting staff. For example, field service management capabilities for the more effective scheduling and routing of mobile staff. Whether the management of equipment maintenance staff or traveling sales personnel, it allows them to be... - Published: 2023-01-26 - Modified: 2024-04-15 - URL: https://www.sysaid.com/blog/itsm/2023-interesting-year-itsm - Categories: ITSM - Tags: automation, enterprise service management, IT service management, ITSM - Blog authors: Sarah Lahav - Role / functions: Service Desk Agent - ITSM maturities: Basic Global business operations have changed significantly since 2020. Corporate IT organizations helped deliver this change and accordingly amended their IT service management (ITSM) capabilities. However, much of this was done “on the fly” to ensure business survival, perhaps based on meeting the immediate needs rather than reflecting the required evolution of ITSM to match the business changes. Now that 2023 and a new annual IT budget are here, where and what does your IT organization need to change? It might have spent 2022 making the rapidly-delivered changes more formal and robust. However, further ITSM improvements are likely needed to meet business and employee needs in 2023 and beyond. After all, there’s no doubting the increased importance of technology to business operations and outcomes, with this only increasing going forward. So what’s likely to impact your organization’s ITSM capabilities in 2023 to make it an interesting year for ITSM? Trend #1 – value demonstration Demonstration isn’t the key word here; value is. An IT organization can’t successfully demonstrate the value it has created or co-created without knowing what business stakeholders deem valuable. So when (and not if) your organization needs to change the IT performance conversation – from what it has done to what it has achieved (and in business terms) – this understanding of value is paramount. It’s not easy, though. First, IT has probably never connected what it does to business results. Second, various business stakeholders have differing views on what value is (and isn’t). A lot has already been said and written about the suitability of traditional IT metrics, with them focusing on the mechanics of IT rather than anything resembling business value. The current growth in experience level agreement (XLA) interest, and the use of experience indicators, is one way IT organizations can better align their performance with stakeholder value perceptions of IT’s value. However, there are also other opportunities available. For example, employee experience improvement data can demonstrate that the IT organization understands “what matters most” to employees and is proactively investing improvement resources in the areas that will make the most significant difference to employee experiences and productivity. Another example is the alignment of IT services to business operations to understand how IT performance affects business performance. This mapping helps with multiple value drivers, such as the prioritization of future investments, the focus of improvement activities, service-level reassessments, and the handling of incidents. Finally, the power of conversation shouldn’t be overlooked. Whether this is part of regular service level management activities, formal relationship management, or other means, listening to customers is also an opportunity to better understand and demonstrate IT performance in value terms. Trend #2 – people focus ITSM and IT support are about IT, right? Well, they are, but they aren’t really – the technology is the “means to an end” and not the “end. ” Both are people-based disciplines, where people help other people to deliver better business operations and outcomes. This ‘trend’ not only reminds us of this but also allows organizations to focus more on how people are being enabled to deliver... - Published: 2022-12-21 - Modified: 2022-12-21 - URL: https://www.sysaid.com/blog/service-desk/getting-started-continual-improvement - Categories: ITIL, Service Desk - Tags: Continual Improvement, DevOps, ITIL 4, service desk - Blog authors: Joe The IT Guy - Role / functions: Service Desk Agent - ITSM maturities: Basic Continual improvement is part of the service value ecosystem that improves service delivery and customer experience (CX) and is arguably one of the most important practices of any service organization. The Continual Improvement ITIL 4 Practice Guide (2020) defines continual improvement as follows: “The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services. ”  Sounds simple right? However, all too often, IT service management (ITSM) teams look at continual improvement as either a project (it’s not) or take on too much, opting for a ‘big bang’ approach, resulting in feeling overwhelmed and nothing ever really improving. Whereas the correct way to approach continual improvement is to look at making small, achievable improvements so that you to continue to make things better (and better – it’s continual, see? ) over time. Back in 2021, I wrote a blog featuring 5 tips for adopting continual improvement, but I still think many organizations are struggling to see how to make continual improvement a standard day-to-day practice on the service desk. So, to help get you started or to improve what you already have in place (see, we’re improving already), in this blog, I provide additional guidance on how to embed continual improvement in your day-to-day activities successfully. Use the force Or, in our case, the ITIL guiding principles. My good friend, Stuart Rance, has already written about them here, but the ‘nutshell’ version is that the guiding principles are in place to provide practical ITIL guidance, support good decision-making, and encourage improvement. There are seven guiding principles in ITIL 4: Focus on value. Start where you are. Progress iteratively with feedback.  Collaborate and promote visibility.  Think and work holistically.  Keep it simple and practical. Optimize and automate. I use these guiding principles below to help explain how best to tackle the opportunity for continual improvement. Focus on value Or, in other words – look at what is causing the business pain. It could be outdated hardware or software (aka technical debt), or perhaps it could be a problematic process, for example, the time it takes to log a fault with the service desk. Why is ‘focus on value’ the first principle? I like to think it’s a variation of the eat the frog concept. The idea is to identify one challenging task (the frog) and complete it first thing in the morning (eating it). To put it simply, eating the frog essentially means identifying your most challenging task of the day and completing it before you do any other work. By tackling something that’s genuinely causing pain to the business, you’re more likely to be seen as adding value and the more frogs you eat, the more value you add. Start where you are Stop getting distracted by the latest shiny new thing and look and build upon what you already have. A real-life example could be your problem management practice. All too often, people focus... - Published: 2022-11-30 - Modified: 2024-04-21 - URL: https://www.sysaid.com/blog/service-desk/service-desk-is-struggling - Categories: ITSM, Service Desk - Tags: IT service management, ITSM, Leadership, Major Incidents, service desk, Service Level Agreements, SLA, Wellbeing - Blog authors: Oded Moshe, SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic It’s not uncommon for IT service desks to be under pressure. Working in IT has always been fast-paced and challenging for people, but the increased business and employee expectations have impacted workloads and collective stress levels. Sadly, this isn’t going to go away. For example, ITSM. tools survey data found that 88% of people think working in IT will get harder over the next three years. So, IT professionals must get used to increased workloads, different working conditions, more remote and hybrid support calls, and new technology solutions and delivery mechanisms. All of this adds up to an industry-wide feeling of being out of control and in a perpetual struggle to meet targets. To help, this blog looks at seven opportunities to improve things when your IT service desk is struggling. 1. Be realistic about the situation Sometimes we can’t help being in a particular situation. For example, the circumstances that cause an incident backlog – perhaps incidents are linked to problem records that are still under investigation. Maybe open service requests are for something we don’t have a budget for yet or that we’re unable to support. Perhaps the person calling in needs to speak to a different team, like facilities or procurement. The temptation in IT is “but we can fix that,” but sometimes we can’t. In our experience, most IT service desk techs don’t want to disappoint the end user, but at the same time, we need to be realistic about where we are and what we can handle. If your IT support team receives requests they can’t directly help with, ensure they know they won’t be penalized for redirecting the call to the correct department or offering an alternative. Sometimes that’s all we can do – we can only provide the customer what is in the realm of capability to deliver, either by providing an alternative if there is one, or if not, acknowledging the situation and emphasizing with the end user. There’s also a need to be realistic about the need for something to change in order for things to get better. Otherwise, you’ll only reduce the pressure for it to reappear in a few months because you haven’t fixed the underlying root cause(s). 2. Keep focused on your team Your IT service management (ITSM) processes and technology will work sub-optimally if your people aren’t “OK. ” If your IT service desk is struggling, the most important thing to do is start with people. Check in with your team and make sure everyone is OK, but they might not be. Not everyone feels comfortable voicing their concerns or letting their colleagues know when they’re struggling, so talk to your people. Tell them it’s OK to ask for help, and they can come to you if they struggle. Let them know they’re appreciated and that things will improve as a team. It might be a lot of extra work for a while, but you’re working on a plan to improve things. Ask for their input because they’re dealing nonstop with colleagues, customers, and suppliers – they may have... - Published: 2022-09-14 - Modified: 2025-03-17 - URL: https://www.sysaid.com/blog/itsm/self-service-conversational-bots - Categories: ITSM - Tags: AI, Artificial Intelligence, Conversational bots, self-service, self-service portal - Blog authors: SysAid - Role / functions: Service Desk Agent - ITSM maturities: Basic How many IT service management (ITSM) survey reports and blogs have you read that talk about the issues the IT support industry has had, and continues to have, with IT self-service portals? I’d imagine the answer is “too many. ” While using self-service as part of an omnichannel approach to service and support has worked well in many consumer-world scenarios, the same hasn’t been true for corporate IT use cases. The industry has known the contributory issues for at least half a decade. However, organizations can still struggle to get the level of employee uptake needed to consider their IT self-service portal a success. And even then, the employee experience associated with the portal might be lacking compared to other IT support channels. Thankfully, there’s now a better way. One that repositions the issue to solve it. What’s interesting about the solution, though, is that while it employs new technologies, it also relies on one of the oldest ITSM capabilities – knowledge management. Intrigued? Please keep reading to learn more about how the future of IT self-service involves employees self-resolving with conversational bots. But first, there’s a need to understand how poorly traditional IT self-service has fared – because this helps to explain the need for conversational bots. Why traditional IT self-service is dead (or at least on life support) The IT self-service portal was going to address various IT support issues, with the promise of “better, faster, cheaper” IT service and support capabilities. In particular, meeting employees’ consumer-world-driven support expectations. But even a decade ago, there was the realization that many IT self-service portals had failed to deliver the expected benefits (while self-service technology adoption levels were high). This failure was best summed up in a now-dated 2017 Service Desk Institute (SDI) IT self-service survey, which found that: “... the number of organizations that have realized these benefits and have achieved the anticipated return on investment (ROI) are few, less than 12% according to recent SDI research. ” A 2021 ITSM. tools self-service survey found a marginal improvement when one in five organizations (21%) reported that the expected ROI for their IT self-service investment was achieved. However, the latest HappySignals employee experience data shows that self-service has overtaken traditional IT support channels in usage terms for organizations investing in employee experience improvement. Albeit while on average taking 91 minutes longer and delivering a poorer employee experience than the telephone channel. So, for many organizations, there’s still much improvement needed with IT self-service capabilities. However, simply addressing the root causes of the many issues is not the answer; with a new technology use case providing an alternative solution that delivers better engagements and outcomes, that in turn increase self-help adoption levels and drive benefits realization. That technology use case is conversational bots. Why your traditional IT self-service capabilities might be unloved and underused If you ask an employee what’s wrong with your organization’s current corporate IT self-service capabilities, some will state that they're good (and these are some of the people that currently, and will continue to, use it). Others, however, will... - Published: 2022-08-17 - Modified: 2024-04-17 - URL: https://www.sysaid.com/blog/sysaid-tech/how-sysaid-manages-agents-behind-restricted-firewall-rules-with-aws-iot-core - Categories: SysAid Tech - Blog authors: Jonathan Yom-Tov - Role / functions: Service Desk Agent - ITSM maturities: Basic This blog post will outline how SysAid uses AWS IoT Core and the MQTT over WebSocket Secure communication protocol at scale for managing remote software agents and overcoming restricted firewall rules securely. Originally published on AWS Official Blog by Doron Bleiberg and Jonathan Yom Tov. This blog post will outline how SysAid uses AWS IoT Core and the MQTT over WebSocket Secure communication protocol at scale for managing remote software agents and overcoming restricted firewall rules securely. SysAid is a global Software as a service (SaaS) automation company that provides IT Service Management (ITSM) and Asset Management solutions, which serve thousands of customers. Sysaid provides software for IT teams to control all aspects of service management. Introduction SysAid software agents are installed at the customer’s site. Agents collect telemetry and status from IT resources such as computers and printers and relay it to the SysAid SaaS service running on AWS. Occasionally, the SaaS backend needs to reach the agents, instructing them to take specific actions, such as configuration changes. To enable communication, the simplest solution is for the agents to initiate connection with the cloud on specific allowed IPs and ports, periodically polling for the latest instructions. However, this approach generates a lot of network traffic. As an example, if an agent polls once per second, that’s 86,400 requests a day. Over thousands of customers, that can easily come to billions of requests a month or more. Additionally, since over 95% of the time the server has no message waiting for the agent, most of this traffic is redundant and unnecessary. Furthermore, corporate firewalls often restrict inbound and outbound traffic to be transmitted over a small range of TCP ports. This is done as a security measure to limit the attack surface for possible cyber-attacks. Standard ports for protocols like HTTPS traffic (port 443) are left open, but others that are used for less common protocols, such as MQTT (port 8883) may be intentionally blocked. If you are manufacturing IoT devices that will ultimately be used in IT environments that you do not control, this can cause serious headaches to negotiate separately with each customer IT department to open port 8883 in their firewall so that your devices can connect to your IoT application running on AWS IoT Core. Although AWS IoT Core supports MQTT with TLS client auth‏entication on port 443, ‏some SysAid clients only allow outgoing traffic to specific IP addresses. As AWS IoT Core endpoints will resolve to continuously changing IP address ranges over time, SysAid needed a solution, otherwise agents would not be able to connect behind the customer’s firewall. The following principles were critical for the solution: Reduce agents’ traffic by avoiding empty poll response. Support a large scale of tens of thousands of agents and billions of messages. Encrypt traffic at transit. Ability to recover from disconnects. Ability to authenticate & authorize agents, allowing them to receive only the messages intended specifically for them. Be fully managed. Avoid undifferentiated heavy lifting of managing infrastructure. Solution overview SysAid chose AWS IoT Core for its solution as it allows secured connectivity with any number of devices to the cloud and to other devices without requiring the provisioning or management of servers. With AWS IoT Core, they can manage authorization of devices and provision unique identities at scale. Furthermore, its Message Broker feature enables... - Published: 2022-07-20 - Modified: 2024-04-16 - URL: https://www.sysaid.com/blog/itsm/prioritizing-itsm-improvements-employee-experience - Categories: ITSM - Tags: employee experience, EX, IT service management, ITSM - Blog authors: Greg Sanker - Role / functions: Service Desk Agent - ITSM maturities: Basic Traditionally, efforts to improve IT service management (ITSM) practices was tied primarily to either objective maturity models, or where there's desire or opportunity to improve. In this article I’ll describe why all improvement efforts must support employee experience (EX) and then introduce the concept of mapping specific EX points to the ITSM practice(s) that most directly contribute to that element. It's worth pausing to note that the art and science of Customer Experience (CX) is often times intermixed with EX. For all practice purposes, they’re the same; but when an internal IT department speaks of customers of its services, they most often mean non-IT employees of the same organization. The opportunity, then, is that excellent employee experience empowers employees to provide better value to the organization’s customers (what ITIL 4 refers to as cocreation of value. ) Note: I’ll not be addressing experience level agreements (XLAs) or user journey/value stream mapping but I will reference them. This will not be a typical how-to, but rather introducing a new way to prioritize improvement work in direct alignment with EX. The question of where and how to improve ITSM practices has been somewhat of an enigma for many years. It’s not uncommon to start with maturity assessments, where practice areas are benchmarked against established maturity models (like CMMI, ITIL Maturity Model, etc. ). Once current maturity is established, target maturity in key practice areas is planned. With current and desired future states defined, it’s straightforward to develop an improvement plan to get from here to there. This approach has the benefit of being independent, objective, and measurable. I’ve used this method myself, and it can be especially useful when targeted improvements to entire ITSM practices are the desired outcome – “we want to improve our incident management process”, for instance.   Unfortunately however, “maturity”, leaves something to be desired, especially if you consider that it’s quite possible to have a process that’s highly mature, and yet still missing the mark in significant ways for the culture and context of the organization. It also tends to be somewhat broad in nature – giving an overall assessment of entire practice area. If it hurts, fix it Another popular approach is what’s commonly known as “pain point” analysis. Everyone has used this point. In short – find out what parts of our practices are painful for customers and users and make them less painful. I like it because it at least attempts to establish how our practices impact key stakeholders. If it’s painful for them, it’s likely that making targeted improvement will reduce pain and frustration, which is moving in the right direction – closer to our customers. Personally, I’ve used this a lot for making incremental improvements. You can never go wrong with asking your customers what you could do better and start making those improvements. While it’s a step in the right direction, where both of these techniques often fall short is taking a holistic view of the employees’ overall experience with IT and IT services. Taking a holistic view It was my time as... - Published: 2022-06-23 - Modified: 2026-04-27 - URL: https://www.sysaid.com/blog/itsm/how-an-ai-enabled-service-desk-improves-employee-experience - Categories: Generative AI, ITSM - Tags: automation, employee experience, EX, Intelligent automation, IT service management, ITSM, service desk - Blog authors: Sarah Lahav - Role / functions: Service Desk Agent - ITSM maturities: Basic If you work (or have worked) on an IT service desk, you’ll have felt many of the pressures or challenges that IT support teams commonly face. Sometimes perhaps without being fully aware of why there never seems to be “enough hours in the day” to achieve everything that’s asked of your IT service desk.   The list of common IT service desk pressures and challenges seems to be growing too – as the business and IT worlds continue to change, reflecting the increasing reliance on technology and the greater complexity of operations and the IT that enables them. To help with these pressures and challenges, this blog looks at the opportunities and benefits that an AI Service Desk and other AI-enabled capabilities can offer. But first, it’s worth taking a quick run through some of the challenges your IT service desk is facing or is likely to face in the future. And then you’ll appreciate even more how SysAid for Teams can help. The Common IT Service Desk Pressures and Challenges Not all of the following will apply to your IT service desk, but this list is a good summary of what is being seen across the IT industry: Higher ticket volumes Tighter budgets  Higher end-user expectations Issues with staff retention and recruitment ITSM tool issues  Insufficient improvement resources Like I said, not every common IT service desk challenge will apply to your organization, but many will and – importantly – there are likely interrelationships between them that need to be handled carefully. For example, the need to cut IT support costs might adversely affect your IT service desk’s ability to invest in improvements (even though the delivered improvements will help to reduce costs). Or the inability to recruit top IT support talent might adversely affect the delivered employee or end-user experience.   This complexity makes addressing the IT service desk challenges your organization faces even more difficult and opens the door for AI-enabled capabilities to improve the operations and outcomes of your IT support capabilities. How AI-Enabled Capabilities Address the Common IT Service Desk Pressures and Challenges Traditionally, the “project management triangle” conundrum of “quality, time, and cost” has applied to the IT service desk. One of the three is always lost when achieving the other two. For example, achieving better quality more quickly increases costs. Or reducing costs either degrades quality or increases the time taken (or perhaps both). Hence, project managers - and IT service desk managers in this instance - have to trade off between quality, time, and cost. Thankfully, automation has already helped, with this native to the corporate ITSM tool or accessed via orchestration capabilities. The result is that an organization can benefit from all three of “better, faster, cheaper” with this “more traditional” automation. This is because automation reduces the reliance on human interactions, and consequently reduces delays, human error, and costs in delivering what is a better process and outcome. The addition of AI-enabled capabilities, which leverage machine learning and natural language processing (NLP), further helps AI service desks struggling to surmount one or... - Published: 2022-05-26 - Modified: 2022-05-26 - URL: https://www.sysaid.com/blog/events-marketing/how-to-tell-a-story-that-pops - Categories: Events and Marketing - Blog authors: Sarah Libi - Role / functions: Service Desk Agent - ITSM maturities: Basic Back at my desk after a busy week in the UK at an industry tradeshow, it’s time to recap. In fact, as a Marketing Communications Manager, recapping a show is a process and takes different forms. Internal comms, social media, pictures, video clips, team debriefing, and of course results and numbers. While I work my way through the steps and wrap it all up for the different functions and channels in our organization, I’m realizing that my favorite part of creating our brand presence at the show is how we tell our story. Imagine, a 2-day event, attended by over 3,000 visitors looking to deliver smarter IT service and business efficiency. Now imagine, a hall full of 68 of the industry’s top vendors exhibiting over 200 IT Service Management products and services. How do you make your brand stand out? Here’s the magic formula. Have a clear message. Keep it simple. Make it fun. And with that in mind, we built a mini-golf course smack-bang in the middle of our booth. Now you ask, “what on earth does mini-golf have to do with ITSM? ” Here’s where the story begins The golf course was full of obstacles. Just like a bad employee experience. From manual resolution to broken workflows through misrouted tickets, you name it. Actually, we did name them. When visitors came by our booth, we invited them in to take a swing. Geared in their SysAid golfing cap, players had 10 seconds to sink their “ticket” into the hole, before the buzzer (loudly) sounded. Yep, as you can imagine, mission impossible. So many obstacles in the ticket journey make for one miserable employee experience. And here’s exactly where SysAid service automation comes in. Bye-bye unhappy employees. Enter obstacle-free ITSM. Numbers speak a thousand words When people identify with your message, they become characters in your story. And so the crowds surged the turf. In fact, we calculated that on average every 3. 3 minutes a unique visitor was playing the SysAid golf course! By the time the doors closed ending the 2-day show, almost 30% of the total show traffic had experienced the “ticket journey” through a fun (and unforgettable) round of mini-golf. When your competitors walk by and you overhear them saying “Next time we gotta do something like this”, you know your story is out there. The sequel Outside the booth and around the fairgrounds, in the most central and strategic (bathrooms included) media locations, we advertised, the SysAid way, with a clear message and a fun brand. Now here’s a story within a story. The morning of the show arrives. Bright and early and filled with anticipation I enter the convention center. The sight that greets my eyes is our beautiful 12-meter-wide banner hanging, yes. In the right spot, yes. The wrong way round, oh no! Easily a “laugh or cry” moment? All I had to do was picture the overnight shift working the boulevard, hanging billboards and signage. There they are at the exaction location on the map, forklift raised to the precise height, and then... - Published: 2022-05-25 - Modified: 2024-03-19 - URL: https://www.sysaid.com/blog/sysaid-tech/stop-wasting-time-and-start-testing - Categories: SysAid Tech - Tags: Code, Coding, Shift left - Blog authors: Jonathan Yom-Tov - Role / functions: Service Desk Agent - ITSM maturities: Basic This is based on a talk given to SysAid R&D by Dr. Shmuel UrWe’ve all been there. Someone, a lecturer, or a product manager, wants us to build something quickly. It could be a homework assignment or a proof of concept or a MVP, but the important thing is to get it out there quickly. So we cut corners, twist monads, and bang out a couple hundred lines of code and voila! It works. No need for unit tests, code reviews, or (gasp! ) manual QA. Now for many developers the lesson here is that we can get a feature out the door more quickly if we don’t have to coordinate with other people for e. g. testing and review. Relax those constraints and developing a new feature gets faster and easier. Except that as we all know there’s a wide gulf between something that works for a demo and a robust feature that survives user interaction, network outages, and other abuse. Why code quality is important Say that feature sailed out of our desktop and breezed itself through our CD into production. Now someone finds a bug. The button’s font is invisible, the server crashes every second Monday at 10:19PM. You know, something nice. The first person to realize this is the customer, he contacts support, who go through tiers 1-4 and then to R&D. Someone has to realize who’s responsible for the bug and route it back to us and now we have to fix it. So multiple people were involved, and if there’s more than one iteration most of them will have to spend more time on the bug. That’s expensive. Maybe fast is not as fast as we thought it would be. Remember the tortoise and the hare? The tortoise and the hare. Spoiler: the tortoise overtakes the hare and wins the race. OK, maybe we shouldn’t have skipped QA. Instead, we can develop and then push to QA, it’s their job to find out bugs after all. Which is true, except if we do that we have multiple people involved in our bugs, which is expensive again. So what to do? Shift left How can we improve our development process and make it faster and cheaper? An obvious place to start would be to reduce the cost and effort we put into solving bugs. What if we build a funnel that catches bugs? We start with stages, from development and on to QA and then to production. As we progress more bugs are caught, but it’s important that at each stage we try to catch as many as we can. We want to catch them as early as possible, since bugs are cheaper to fix the sooner they’re caught. This is called Shift Left Testing, and whaddya know it even has its own Wikipedia entry. https://giphy. com/gifs/big-9LFBOD8a1Ip2M Shift-left testing, it’s kind of a big deal Shift left testing is cost effective, because the sooner you catch bugs, the less people are involved and the cheaper it is to fix them. Assuming you have a fixed number of... ## Resources - Published: 2025-10-11 - Modified: 2025-11-19 - URL: https://www.sysaid.com/resources/virtual-events-and-webinars/smart-2025 - Blog authors: SysAid - Resource categories: Virtual Events and Webinars Agenda at a glance SMART lineup | Nov 13th Agenda at a glance × - Published: 2023-12-06 - Modified: 2025-08-04 - URL: https://www.sysaid.com/resources/articles/it-onboarding-checklist - Blog authors: Oded Moshe, SysAid - Resource categories: Articles What is IT onboarding? IT onboarding is the strategic process of integrating new personnel into the corporate digital ecosystem. It is a workflow that equips employees with the necessary tools, knowledge, and access to seamlessly navigate the corporate technology infrastructure. Such that they have all of the technology they need to do their jobs. What is included in onboarding? The onboarding process includes access provisioning like email accounts, network access, and software permissions. It ensures that computers, phones, and other devices are prepared in advance with the right software and apps. There is also the dissemination of training materials, ensuring that employees know their way around the building and anything else an employee needs to successfully integrate into a company. What is the typical onboarding process? There is no definitive IT onboarding process; every company is different. However, there are similarities across organizations like hardware and software configurations, network access, getting the employee used to the programs they will use, who to turn to for IT support, etc. - Published: 2023-11-12 - Modified: 2025-08-19 - URL: https://www.sysaid.com/resources/articles/whats-the-difference-between-a-help-desk-and-a-service-desk - Blog authors: Oded Moshe, SysAid - Resource categories: Articles What is a Service Desk? A service desk is a single point of contact within a company that manages IT incidents and service requests, as well as handling communication with end-users. It’s a primary IT service within the discipline of ITSM as defined by ITIL. The service desk is designed to provide end-to-end ownership of these issues for the end-user, with a focus on restoring service as quickly as possible and minimizing any potential disruptions to business operations. What is a Help Desk? A help desk is a centralized resource or service that provides IT assistance and support to end-users, typically related to technical issues or inquiries. It’s often staffed by knowledgeable professionals who can provide guidance, troubleshoot issues, and offer solutions to help end-users resolve their IT issues efficiently. Can a Company have an IT Help Desk and not a Service Desk? Yes, a company can have an IT help desk without having a service desk. While both help desks and service desks provide support to end-users, they serve different purposes. An IT help desk primarily focuses on resolving technical issues and providing technical assistance to end-users. On the other hand, a service desk is a broader capability that encompasses IT support as well as other non-technical services such as service coordination. So, it’s possible for a company to have an IT help desk without having a service desk. - Published: 2022-06-13 - Modified: 2025-12-23 - URL: https://www.sysaid.com/resources/virtual-events-and-webinars/sysaid-for-teams - Blog authors: Oded Moshe, SysAid - Resource categories: Virtual Events and Webinars Join us to hear SysAid’s CEO visionary keynote, an insightful customers panel, and a real talk on how to make your employees happier. Agenda - 60 minutes of inspiration! Welcome & SysAid CEO Keynote SysAid for Teams in Action: Product Demo Customer Panel Discussion Closing Remarks - Published: 2021-04-26 - Modified: 2025-08-11 - URL: https://www.sysaid.com/resources/articles/how-to-choose-the-right-help-desk-for-your-small-business - Blog authors: Oded Moshe, SysAid - Resource categories: Articles If you only have a few employees, managing the help desk can be quite the challenge. A help desk with the right features can simplify these tasks enormously and allow your employees to focus on other matters. Find out which help desk is perfect for you. Time needed: 5 minutes. You’ve got a great group of IT support people working in your small-to-medium business (SMB) – they know their stuff, work hard, and often stay late to get the job done. But you still need more. Your business is growing, and technology plays a key part throughout – from customer engagement and support through to product/service delivery. And thus, you can’t afford for business operations to be adversely affected by any form of technical issue. Whether it be related to faulty equipment, application issues, security incidents, or something else. Add more people Add more people Invest in IT help desk software Invest in IT help desk software ## News - Published: 2025-11-13 - Modified: 2026-04-13 - URL: https://www.sysaid.com/news/sysaid-license-manager-general-availability-software-usage-visibility-control - News categories: Press Releases Toronto, Canada – November 13, 2025 – SysAid, a leading provider of AI-first Enterprise and IT Service Management solutions, today announced the general availability of License Manager. This new capability unifies license tracking and management within SysAid's ITSM platform. License Manager gives IT teams centralized control over software usage across their organization, replacing manual spreadsheet tracking. It provides comprehensive visibility into all SaaS and software licenses, including unsanctioned usage, and surfaces key usage insights, identifying cost-saving opportunities from a single hub.   Addressing critical challenges in software management As an AI-first solution, SysAid’s License Manager automates what has long been a manual and complex process. Its advanced AI capabilities handle the heavy lifting, scanning contracts, enriching data, and analyzing usage to provide IT teams with critical visibility, stronger compliance, and greater cost efficiency with far less effort. The need for such clarity is underscored by industry data. Recent industry research suggests that roughly a quarter of SaaS licenses go unused, and that most organizations have visibility into only a fraction of the applications in use across their teams. Key use cases include: Automatically discover SaaS applications: Identify all applications in use across the organization via IDP integration, maintaining an accurate inventory without manual effort. Track license utilization: Compare purchased licenses to active users to identify under- or over-utilization. Optimize costs and renewals: Reallocate unused licenses, reduce waste, and negotiate renewals using precise, usage-based data. Ensure compliance and governance: Detect overuse, monitor certification requirements, and reduce risk exposure from shadow IT. Early adopters are already seeing results. “We went live and by the end of the day, we had all of our IT contracts in the system,” said Clifford DuPuy, Director of Information Technology, Grand Traverse County. ”It’s incredible to have all information with upcoming renewals in one location. We need this for the entire county. ” "In a time when CIOs rank budgeting and cost management as their top priority, License Manager helps IT leaders regain visibility, efficiency, and control," said Avi Kedmi, CEO of SysAid. "Combined with AI-first ITSM capabilities, SysAid provides IT teams with both intelligent automation and cost optimization tools to eliminate blind spots and deliver measurable business impact. " Integrated directly within SysAid, License Manager unifies IT operations, enabling teams to enhance workflow efficiency, improve budget control, and strengthen their role as a trusted source of truth for all IT-related matters. Availability License Manager is now generally available to all SysAid customers. Through the end of 2025, SysAid is offering a special Early Adopter promotion for both new and existing customers. For more information or to schedule a demo, visit our website.   About SysAid SysAid is on a mission to liberate organizations by putting AI to work for them and their people. Built on a robust ITSM platform, SysAid’s Agentic AI adds a powerful operational layer to IT, automating repetitive tasks and freeing teams from reactive work. AI Agents take the first action, so IT pros intervene only when truly needed—enabling focus on optimization, innovation, and strategic challenges. Organizations can go live in weeks with rapid onboarding... - Published: 2025-09-11 - Modified: 2026-02-19 - URL: https://www.sysaid.com/news/sysaid-recognized-in-the-2025-gartner-magic-quadranttm-for-ai-applications-in-it-service-management - News categories: Press Releases SysAid is one of 10 vendors included in the report, evaluated on Completeness of Vision and Ability to Execute - Published: 2025-02-19 - Modified: 2025-08-04 - URL: https://www.sysaid.com/news/sysaid-copilot-customers-showcase-significant-productivity-gains-with-ai-powered-itsm - News categories: Press Releases SysAid Recognized in 2025 Gartner® Innovation Guide for Generative AI Technologies ## Success stories - Published: 2026-04-30 - Modified: 2026-05-06 - URL: https://www.sysaid.com/customers/how-mitsubishi-electric-cuts-incidents-by-12-with-sysaid-spaces-and-lansweeper-asset-discovery - Success story industry: Manufacturing - Success story Region (ex. use case): Europe - Success story feature: AI, Asset Management, Customer Satisfaction, Incident Management, License Manager, Self Service Automation, SSP - Success story tag: Default Managing IT for a manufacturing site that produces air conditioning units and heat pumps means one thing: the lines can’t stop. Results Healthier incident vs. request mix Across 3,531 tickets, SysAid now sees 54. 9% incidents / 45. 1% requests, meaning less break-fix firefighting and more structured fulfillment, driven by better classification and guided request forms. 66% of tickets entered via self-service portal About two-thirds of tickets now come through the self-service portal, while email and paper forms are largely replaced by digital workflows that collect the right details from the start. Audit-ready asset visibility Around 1,400 assets are automatically discovered in Lansweeper and synced into SysAid, providing finance and security with an accurate inventory for fixed-asset and risk audits, with significantly less manual effort required. Highlights CHALLENGES Legacy in-house tool on Microsoft Access with one generic form, no ITIL alignment, no change tracking, and limited reporting. Paper forms and ad-hoc emails for device and access approvals, creating delays and manual follow-ups. Asset data flows into SysAid, so IT can export accurate, real-time lists for finance and auditors, and easily link assets to tickets and changes as they continue to build out the process. Multiple cyber, information-security, finance, and risk audits with asset records buried in outdated spreadsheets, making it hard to prove control, answer finance quickly, or show clear IT improvements. SOLUTIONS SysAid’s new UI – Modern, ITIL-aligned incidents, requests, and changes with an intuitive queue that surfaces priorities and aging tickets. Self-service portal and workflows - Digital request templates and electronic approvals replace paper, standardize data, and route tickets correctly. Lansweeper × SysAid lifecycle - Continuous discovery and syncing build one asset inventory from delivery to recycling/donation, shared with finance. Lansweeper was embedded into Mitsubishi Electric’s asset lifecycle: Every device is automatically discovered, tracked, and kept up to date Asset data flows into SysAid, so IT can export accurate, real-time lists for finance and auditors and link assets directly to tickets and changes. Customer Profile Mitsubishi Electric’s manufacturing site in West Lothian, Scotland, builds high-quality air conditioning units and heat pumps. The IT team supports roughly 700 endpoints and around 80 application servers across production lines, finance, logistics, QA, and engineering – keeping critical systems online so the factory can run smoothly. With long shifts and a lean service desk of just three analysts, IT is responsible for everything from production line PCs and label printers to backend servers, network access, and security controls. Their job is simple to describe but hard to deliver: keep production running, safely and reliably around the clock when lines are active. From homegrown tools and spreadsheets to modern ITSM Before SysAid, IT support ran on an internally-built ticketing tool based on Microsoft Access and paper-based forms: No ITIL structure. Incidents, requests, and changes all looked the same, with no standard workflows or approvals. Limited visibility for users. Employees couldn’t easily see ticket status, and communication relied heavily on emails and chasing people manually. Assets buried in spreadsheets. Laptops and PCs were tracked in static Excel files that were rarely up to date. During finance fixed-asset audits, IT struggled to prove where devices were, who used them, and whether records were accurate. Audits piling up. Cyber... - Published: 2026-01-14 - Modified: 2026-01-14 - URL: https://www.sysaid.com/customers/grand-traverse-county-case-study - Success story industry: Government - Success story Region (ex. use case): North America - Success story feature: AI, Asset Management, Customer Satisfaction, Incident Management, License Manager, Self Service Automation, SSP - Success story tag: Default Grand Traverse County elevates IT service with SysAid: Smarter license and asset management with AI-powered efficiency Results Faster resolutions and user satisfaction Significantly improved first call resolution (FCR) with new ITIL-compliant processes, service catalog, and AI capabilities. Reduced manual workload Unified and streamlined processes, AI Copilot, automated workflows, and asset and license management tracking significantly reduced labor hours. Saved $42K+ with insights from License Manager $15K renewal penalty avoided, recoup of $27K in unused licenses, plus compliance for under licensed tool. Highlights CHALLENGES Cumbersome asset management: Tracking 3,500 assets manually via spreadsheets led to errors, missed inventory, and slow bill-backs; annual refreshes took weeks. Inefficient ticketing: Multi-channel support lacked consistency; email-based tickets were vague, uncategorized, and required manual triage. Lack of performance visibility: No ITIL compliance meant poor metrics (e. g. , ~60% FCR), no SLA enforcement, and unresolved issues. Hesitancy toward AI & cloud: Despite internal advocacy, others feared modernization due to job security and data safety concerns. Software license and contract chaos: The county lacked visibility into their $1. 6 million software portfolio across 33 contracts. Relying on vendor renewal notices with only 30 days' warning led to missed deadlines, including a $15,000 penalty from one missed renewal. Shadow IT and compliance risks: Departments and individuals purchased software independently, contacting IT only when issues arose. Without visibility into applications in use, the county couldn't justify renewals or ensure security compliance. SOLUTIONS Unified ITSM & CMDB: SysAid delivered ITIL-compliant ticketing, a service catalog, and automated SLA escalations to streamline support. Streamlined asset management: Agentless discovery, Intune/Dell integration, and automated reporting enabled accurate, real-time asset tracking. AI-powered support: AI Chatbot and automated workflows reduced repetitive tasks like account unlocks and user provisioning. Strong implementation & support: Dedicated project and technical managers enabled fast onboarding and rapid issue resolution. Cloud-native integration: Native Azure AD and Intune compatibility, centralized asset and user data, supporting their cloud-first vision. Comprehensive license management: SysAid License Manager centralized contract management with AI-powered scanning to extract renewal dates and terms. License Manager Advanced integrated with Microsoft Entra ID to discover all 139 applications—revealing 13% were unknown to IT, including unsanctioned tools handling sensitive data. About Grand Traverse County Grand Traverse County, home to approximately 95,000 residents and 600 employees, is managed by a dedicated IT team of 12 people. As the Director of Information Technology, Cliff DuPuy leads a team responsible for managing all aspects of IT across 25 diverse county departments, from the Health Department to 911 dispatch and public safety. Their work primarily involves break/fix support, design, implementation, and integration of new technologies. A strong proponent of cloud solutions, the county has embraced Microsoft Azure and Office 365, demonstrating a forward-thinking approach atypical for much of the public sector. The impact: Enhanced efficiency, accuracy, and strategic value Even though Grand Traverse County is still in the early stages of implementation, the expected and observed impacts are transformative: Significantly improved first call resolution (FCR): With the new ITIL-compliant processes, service catalog, and AI capabilities, Cliff is confident they will boost their FCR from a "horrible" 60% to the high 90s, leading to faster resolutions and higher user satisfaction. Massive time savings in asset management:... - Published: 2025-09-02 - Modified: 2025-09-10 - URL: https://www.sysaid.com/customers/university-at-albany - Success story industry: Education - Success story Region (ex. use case): North America - Success story feature: Asset Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP - Success story tag: Default In the education industry, they cut 66% less time monitoring issues by replacing unstructured email inquiries with SysAid’s student service portal. Results Higher satisfaction Internal scores rose from 3–4 to 8. 5–9 out of 10, and student scores from 3–5 to 7–8. 100% self-service All tickets now come through the self-service portal with full lifecycle tracking. Faster responses Requests that once took weeks are now resolved in days or less. Highlights CHALLENGES Before SysAid, the department was flooded with unstructured emails from students and families. These messages were difficult to organize, track, or prioritize, resulting in delayed responses and a lack of visibility for both staff and students. Students were often left uncertain about whether their emails had been received or if they needed to send a follow-up. Internally, categorization was attempted through Outlook folders and subject lines—a system described as “horrible” and “impossible to track. ” SOLUTIONS All student requests now go through SysAid’s self-service portal, replacing email entirely. This improves trackability and eliminates duplicates. Tickets are categorized by topic and assigned in a round-robin sequence. This balances workload, speeds up responses, and ensures accountability. SysAid lets staff categorize requests, merge duplicates, and reassign miscategorized tickets. This reduces delays and gives clear visibility into student requests, The team uses SysAid’s knowledge base to quickly answer repeated questions. Though some articles need updates, it ensures consistent communication and encourages self-service. Customer profile Founded in 1844, the University at Albany is a premier public research university located in New York’s Capital Region. The university offers 50+ undergraduate majors and 150+ graduate programs in several disciplines, with a notable emphasis on social mobility, academic programs, value, and diversity. . The university is dedicated to helping over 17,000 students , with a commitment to modernizing educational operations and improving student engagement through technology. In this success story, we focus on the Office of Financial Aid, a student-facing department that manages hundreds of inquiries weekly from students and their families, related to complex and often sensitive financial matters. The Department & Use case Unlike most institutions using SysAid for IT-related operations, the University at Albany’s Financial Aid Office chose to use SysAid for student service management. The department has 15–16 licensed users, none of whom are traditional IT staff. Their primary goal: to replace the disorganized and inefficient email-based support system with a more accountable, transparent, and student-friendly model. Historical Challenges Before SysAid, the department was flooded with unstructured emails from students and families. These messages were difficult to organize, track, or prioritize, resulting in delayed responses and a lack of visibility for both staff and students. “We couldn’t keep up with email traffic. We found ourselves always underwater without hope of ever catching up. It was an unpleasant experience for all involved and we needed an immediate remedy. ” . – Stephen Kudzin, Director, Financial Aid Students were often left uncertain about whether their emails had been received or if they needed to send a follow-up. Internally, categorization was attempted through Outlook folders and subject lines—a system described as “horrible” and “impossible to track. ” Process Improvements & Workflow Efficiency The Office of Financial Aid saw sweeping changes in how requests were processed and resolved: From... - Published: 2025-08-18 - Modified: 2025-08-18 - URL: https://www.sysaid.com/customers/the-stevens-company-case-study - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: AI, Asset Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP, SysAid Copilot, SysAid Spaces - Success story tag: Default Modern and Agentic ITSM that is Simplistic and Powerful Made Easy by SysAid Results 1 hour more daily for project work SysAid reduced routine ticket handling time, freeing up technicians to focus on strategic projects. 60%+ increase in user satisfaction User satisfaction jumped from 5/10 to 8/10, thanks to faster support and helpful AI chatbot responses. Improved ticket categorization and routing AI-powered auto-categorization streamlined workflows, reducing manual effort and errors. Highlights CHALLENGES Outdated IT ticketing system: The Stevens Company Limited had been using BMC Track-It for 7-9 years. Victor Diaz, an IT Support Technician, calls it “useful but old,” unable to support modern workflows or keep pace with their evolving IT needs. High volume of manual, email-based tickets: Technicians struggled with inefficient ticket formatting and manual categorization, limiting their ability to focus on bigger IT projects. Cost constraints on alternatives: After 20–30 vendor meetings, more modern ITSM platforms like ServiceNow were found to be “extremely expensive” for a 500-employee company. SOLUTIONS User-friendly interface: “The simplicity of the portal was really nice because we don't want to complicate our users,” said Victor Diaz. SysAid’s intuitive design improved end-user experience and reduced support friction. Granular permissions and service catalog control: SysAid allows tailored visibility, so managers can see sensitive tasks like “user creation” without overwhelming others. Proactive AI capabilities: Though not an initial requirement, SysAid’s AI chatbot quickly became a valuable tool, answering common tickets like printer issues and account locks. The AI Agent Builder automates repetitive tasks, saving technician time. Exceptional customer support: Victor appreciated SysAid’s responsiveness and openness to feedback, including creating a change request for a color-coding feature. Customer Profile The Stevens Company Limited is a family-owned Canadian distributor of medical and surgical supplies with over 100 years of history. Serving hospitals, clinics, and healthcare professionals across Canada from East to West Coast, including Quebec, they provide a wide range of essential healthcare products and services. The Challenge: An outdated system hindering modern IT needs For over 7 to 9 years, The Stevens Company Limited relied on BMC Track-It for their IT ticketing needs. While functional, the system was severely outdated.  "The tool is useful, but it's old," explains Victor, an IT Support Technician responsible for evaluating new software solutions. It looked very outdated. " The legacy system simply couldn't keep pace with the company's desire to stay on top of technology and implement modern workflows. This prompted Victor to embark on an extensive search for a new solution, involving 20 to 30 meetings with various vendors, including prominent names like NinjaOne, Halo ITSM, and ServiceNow. However, many alternatives, particularly ServiceNow, proved to be "extremely expensive" for a company of 500 employees, including their warehouse staff. The IT team, comprising 8 technicians serving 500 employees across 6-7 locations nationwide, faced challenges managing a high volume of email-based tickets, which often complicated formatting and required manual categorization. They needed a solution that was not only cost-effective but also modern, intuitive, and capable of streamlining their processes to free up technicians for more strategic project work. The solution: simplicity, AI innovation, and attentive Support with SysAid After a rigorous evaluation process spanning several months, The Stevens... - Published: 2025-08-18 - Modified: 2025-09-03 - URL: https://www.sysaid.com/customers/temco-logistics-case-study - Success story industry: Logistic - Success story Region (ex. use case): North America - Success story feature: AI, Asset Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP, SysAid Copilot, SysAid Spaces - Success story tag: Default AI at the Wheel: Temco’s AI Agents Put IT Power in the Hands of Every Driver Results 40% Reduction in Ticket Volume From 150 daily tickets down to 90, driven largely by offloading repetitive tasks like password resets and profile updates. Empowered Teams, Instant Support Frontline staff no longer wait on IT for everyday issues. With AI-powered chat in Teams, they can handle account resets and device help on their own. Easy and Safe AI Agent Deployment Non-technical admins use the AI Agent Builder to create secure, task-specific agents within minutes. Guardrails ensure only the right data is surfaced. Highlights CHALLENGES High volume of repetitive tickets like password resets and phone wipes for frontline drivers. Limited staff spread across East/West coasts and fast expansion. Concerns over security and control in AI responses. SOLUTIONS AI Agents handle common requests automatically, especially for Home Depot project support. Copilot provides 24/7 self-service via Teams, lightening the load for the 6-person IT team. Built-in guardrails and fine-tuning ensure safe, compliant agent behavior. Customer Profile Temco Logistics is a California-based leader in last-mile delivery, specializing in appliance installation and in-home service on behalf of major retailers. With over thousands of employees and a rapidly expanding footprint, the company prioritizes professionalism, precision, and responsiveness. Temco adopted SysAid to enable scalable, AI-driven IT support that aligns with their fast-paced logistics environment. Bringing Frontline Workers Into the IT Fold Temco’s frontline staff were historically underserved when it came to IT. Many drivers don’t have dedicated laptops or smartphones. High turnover and limited tech training made it difficult for these employees to navigate complex support processes. By embedding AI Agents directly into Teams, Temco gave every employee the direct, secure access to the help they need, regardless of device access or tech skill. Fast Setup, Smart Scaling Jose Armendari, IT Analyst Lead, was one of the first to experiment with SysAid’s AI Agent Builder. He loved the fact that it could be used by pretty much anyone. Temco began by identifying high-friction, high-frequency issues: password resets, driver profile changes, and phone wipes. That was especially impactful for their Home Depot project, where shared devices created support complexity. Instead of relying on emails and phone calls, frontline managers now chat with "Timmy," the AI Copilot embedded in Teams.   We now use an AI Agent for password resets. Previously, general managers submitted service requests, which sometimes resulted in security delays if a non-reporting manager made the request and managers were messaged the new passwords after approval. Now, with our Teams chatbot, users can directly reset their own passwords through their authenticated Microsoft Teams accounts, improving both security and efficiency powered by an AI agent. 40% Reduction in Ticket Volume: Giving IT a Way Out of the Firehose Temco's 6-person IT team covers operations from 5 a. m. Eastern to close of business Pacific, supporting dozens of sites and hundreds of users with an unsustainable workload. SysAid’s AI Agents immediately offloaded the repetitive tickets. Password resets, profile updates, phone wipes, and distribution group changes are all handled automatically. Ticket volumes dropped 40%, allowing IT to refocus on high-value initiatives like onboarding and site rollouts. The reduction came not from... - Published: 2025-07-25 - Modified: 2025-07-25 - URL: https://www.sysaid.com/customers/astral-case-study-2 - Success story industry: Media - Success story Region (ex. use case): North America - Success story feature: Asset Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP - Success story tag: Default The Power Move That Helped Astral Cut Monitoring Billboard Downtime by 66% Results 66% Less Time Monitoring Issues With SysAid, Astra’s small team can now manage a larger number of billboards in less time. More Satisfied Clients Faster communication and resolution times lead to fewer client complaints and better relationships.   Cost Savings By addressing issues quickly and minimizing downtime, the team has reduced the financial impact of outages. Highlights CHALLENGES Inefficient Communication: Prior to implementing SysAid, there was confusion and a lack of standardization among team members. This led to miscommunication about issues with billboards, resulting in delayed responses. Financial Losses from Downtime: When a billboard goes down, clients expect immediate communication and compensation. Extended downtimes lead to significant financial losses due to refunds or offering additional advertising space. Limited Staffing for Growing Operations: With only five people managing maintenance for 200 billboards, and plans to expand to 600, the team faced pressure to monitor and resolve issues quickly with limited resources. SOLUTIONS Centralized Ticket Management: The team adopted SysAid to create a centralized system for ticketing and monitoring issues, allowing for quick flagging and response to problems. Improved Client Communication: Automated notifications when a billboard goes down enable the team to inform clients immediately, reducing panic and managing expectations regarding compensation. Streamlined Processes: By standardizing procedures for ticket creation and information sharing, the team enhanced operational efficiency, making it easier to track issues and resolutions. Background: Facing the Challenges of Scale With over 200 billboards (soon to be 600), Astral’s system lacked the organization and visibility needed to keep operations running smoothly. Tickets were inconsistently logged, critical information was scattered across tools, and technicians often worked without a clear process to track or prioritize issues.   The stakes were high: every moment a billboard was down meant potential revenue loss and dissatisfied clients expecting seamless service for their high-profile campaigns. As Etienne Salamone, Manager of Astral’s Digital Broadcasting Team explained, “The information was everywhere, and it was slowing us down. We needed a centralized system. ” This need for efficiency, clarity, and speed is what led Astral to SysAid. Streamlining Operations with Open API Integration Through SysAid’s open API, Astral integrated their monitoring tools and centralized their workflow. By connecting SysAid with their webcam dashboard, the team can instantly link live visuals of their billboards to ticket data, eliminating the need to jump between systems. This integration not only saves time but also ensures faster response times by putting all the necessary information at their fingertips.   Keeping Eyes on Every Board with Asset Management SysAid’s asset management feature was especially useful for Astral. They use this capability to connect each billboard to its corresponding CI (Configuration Item). This integration meant that every issue, from a minor glitch to a complete outage, was instantly linked to the relevant asset, which gave Astral real-time insights at a glance.   Before SysAid, it was a guessing game for Etienne’s team. They would spot a problem on the board, then spend ages cross-referencing systems to see if it had already been reported. With this system in place, Astral’s team no longer wastes time digging through... - Published: 2025-07-25 - Modified: 2025-07-25 - URL: https://www.sysaid.com/customers/bolton-menk-case-study - Success story industry: Engineering - Success story Region (ex. use case): North America - Success story feature: AI, Asset Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP, SysAid Copilot - Success story tag: Default Scaling Smart: How Bolton & Menk Turned Rapid Growth Into IT Efficiency with SysAid Copilot Results 18% Reduction in Ticket Volume via AI Self-Service SysAid Copilot deflects routine issues and repetitive questions, allowing the support team to focus on higher-value tasks. 11% Time Saved Through Automation Faster communication and resolution times lead to fewer client complaints and better relationships. By implementing workflows and knowledge base-driven support, Bolton & Menk has streamlined internal operations and accelerated resolutions. 82% User Adoption of Ticketing Portal Once resistant, end users are now embracing structured support thanks to better onboarding and intuitive self-service tools. Highlights CHALLENGES Decentralized team and fragmented knowledge across 40+ locations Resistance from veteran staff to adopt ticketing Thousands of software tools and versioning complexities Lack of AI data quality in early rollouts SOLUTIONS SysAid’s centralized ticketing with remote support and structured workflows Self-service portal integrated into the intranet and persistent internal advocacy Knowledge base articles help standardize guidance and reduce redundant work Focused KB curation has dramatically improved AI output reliability Customer Profile Bolton & Menk is a full-service infrastructure firm headquartered in Minnesota, specializing in civil engineering, landscape architecture, and community planning. With over 1,500 employees and nearly 40 locations, their IT needs are as diverse as the communities they serve. As Director of IT, Leonard Fields has overseen this transformation firsthand, scaling the IT team from 5 to 30 and introducing technologies like drones, Lidar, and now AI. From Underused Tool to Strategic Asset Before Lenard’s team took ownership, SysAid was little more than a ticket logger, and even that was underutilized. "People would rather walk up and ask questions than submit tickets. " Today, that’s changed. Thanks to leadership support and a dedicated SysAid task force, including internal champions, usage has skyrocketed and support is now centralized, traceable, and data-driven. Creating a Self-Service Culture SysAid’s self-service portal, now a standard part of new hire onboarding, lives front-and-center on Bolton & Menk’s internal intranet. It’s helped shift the culture from hallway conversations to structured ticketing. And it’s working. “Now the attitude is, ‘This is great—stuff is actually getting done! ’” That change didn’t happen overnight. The IT team reinforced the shift with knowledge base articles tied to employee KPIs, ensuring institutional knowledge is codified and searchable, especially valuable across dozens of dispersed offices. Driving Smart AI Adoption with SysAid Copilot Bolton & Menk started the SysAid Copilot journey, though full rollout is still in early phases, the AI assistant is proving its value: Handles repetitive questions and surfaces knowledge base articles in real-time Provides outage and known issue messaging during incidents Reduces volume of unnecessary level 1 tickets They’ve also avoided the common pitfall of overpromising. Instead of launching with a splash, the team chose a phased rollout, prioritizing stability and trust. Preparing for the Future With office expansions, new office openings, company acquisitions, and hundreds of new hires annually—including seasonal interns—Bolton & Menk’s IT infrastructure is always in motion. SysAid Copilot and its overall AI-powered support capabilities will be key to managing that momentum without burning out staff. They’re also experimenting with change request automation and planning for future integration with AI agents and advanced... - Published: 2025-07-25 - Modified: 2025-07-25 - URL: https://www.sysaid.com/customers/denova-collaborative-health-case-study - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: AI, Customer Satisfaction, Incident Management, Self Service, Self Service Automation, Service Catalog, SSP, SysAid Copilot, SysAid for Teams, SysAid Spaces - Success story tag: Default AI, the Human Way: How Denova is Building a Smarter and Secure Service Desk with SysAid AI Agents Results 30% Fewer Repetitive Tickets SharePoint integration and smart responses provided receive self-serve, step-by-step guidance, eliminating the need for duplicate tickets. AI Agents Uncover Ticket Trends in Real Time AI Agents like “SLA Breach Finder” and “Open Tickets by Admin Group” give instant visibility into ticket trends. End User Empowerment AI Chatbot responses now guide even the busiest clinicians in real time, freeing IT staff from low-value inquiries and boosting satisfaction across departments. Highlights CHALLENGES Ticket duplication and lack of visibility across departments (HR, Payroll, IT). Limited bandwidth to address repetitive tickets and send documentation manually. Concerns of AI replacing humans. Difficulty accessing real-time analytics like SLA breached or open requests. SOLUTIONS SysAid Copilot acts as a centralized first-responder, routing and resolving cross-departmental requests. AI Agents retrieve SOPs and respond with step-by-step guides, automating repetitive admin tasks. SysAId’s user-driven customization and secure governance made the team see AI as a collaborator, not a threat. Admins now generate reports instantly through AI Agent Builder without navigating menus. Customer Profile Denova Collaborative Health is Arizona’s largest outpatient behavioral healthcare provider, offering integrated psychiatry, therapy, primary care, and pediatric services. With over 500 employees and a deep commitment to accessible, whole-person care, Denova sought a modern IT solution to streamline workflows and allow clinicians to focus more on patients and less on paperwork. With SysAid, they found a partner that aligned with their values of innovation, collaboration, and quality care. AI Agents that Support, Not Replace When SysAid Copilot and the AI Agent Builder were first introduced at Denova, the team saw potential. But they also needed to see proof. Fortunately, SysAid made that easy. With an intuitive interface and no requirement for coding knowledge, the team quickly built and tested AI Agents that could assist with real-world tasks like retrieving SLA breach data, generating ticket summaries, and assisting with repetitive approvals. Instead of displacing the IT team, the AI tools complemented their efforts. Admins could focus on strategic improvements while the agents handled routine inquiries. Getting Started Was Intuitive One of the key reasons AI adoption went smoothly at Denova was SysAid’s low-friction setup. The process of deploying and modifying AI Agents felt natural and conversational. The UI design also helped. With a modern, visually pleasing interface, even skeptical team members were curious enough to explore what the platform could do. Denova’s team tested the limits, asking intentionally “unhinged” questions to stress-test SysAid’s safety mechanisms. The built-in governance guardrails passed every trial, reinforcing confidence in both the platform and the process. Collaboration Across Departments, Not Silos Before SysAid, common workflows like new employee onboarding or staff role changes were fragmented. HR, IT, and other departments operated in parallel but disconnected tracks. A single change required multiple tickets, often with no visibility across teams. SysAid Copilot streamlined this chaos. By centralizing information, integrating SharePoint documentation, and guiding users through workflows via chatbot, Denova eliminated redundant ticketing and reduced missed steps. This process alignment has had downstream effects on productivity, risk reduction, and even how documentation is created. IT admins now phrase documents in ways that... - Published: 2025-07-25 - Modified: 2025-07-25 - URL: https://www.sysaid.com/customers/the-jewish-board-case-study - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: AI, Customer Satisfaction, Incident Management, Moving to Cloud, Self Service Automation, SSP - Success story tag: Default AI-Powered Support at Scale: The Jewish Board Adopts SysAid Copilot & Moves to Cloud Results 30% Fewer Inquiries Thanks to AI Automation SysAid Copilot now handles nearly a third of all service desk requests, significantly reducing call volume and easing pressure on a small IT team responsible for 3,000 employees. Seamless Mobile Support via Microsoft Teams Clinicians and mobile-first staff can access help directly through Teams on their phones, enabling faster issue resolution in real-world, high-pressure environments. Smarter Ticket Routing for Faster Resolutions AI-driven categorization and routing now replace manual processes, ensuring tickets reach the right team without delays and reducing bottlenecks in handling 120+ daily tickets. Highlights CHALLENGES Before SysAid, one person had to manually process and route every ticket, a time-consuming and error-prone process. With only 8 support staff and thousands of employees, the service desk was overwhelmed by phone-based support requests. Clinicians and field staff without laptops struggled to access the help they needed while on the go. SOLUTIONS SysAid’s intelligent automation now categorizes and routes tickets instantly, eliminating bottlenecks and speeding up resolutions. SysAid Copilot now resolves nearly a third of inquiries via chatbot, dramatically reducing incoming calls and freeing the team to focus on more complex issues. SysAid Copilot is accessible via Microsoft Teams on mobile, making it easy for staff to resolve issues wherever they are. Customer Profile The Jewish Board of Family and Children’s Services (JBFCS) is one of New York’s largest mental health and social service organizations, serving over 3,000 employees across clinical, inpatient, and community-based settings.   With a small but dedicated offshore IT team, JBFCS originally relied on SysAid’s on-premise solution to manage its support operations. As the organization’s needs evolved, particularly around scalability, automation, and 24/7 accessibility, they transitioned to SysAid Cloud. The move allowed them to modernize their support workflows, reduce manual processes, and lay the foundation for AI-powered service delivery tailored to their dynamic, mobile-first environment. SysAid Copilot: Scaling IT Support with AI-Driven Automation With just eight offshore IT team members supporting thousands of staff, JBFCS needed a way to reduce the volume of day-to-day support requests without compromising service quality. After adopting SysAid Cloud, the team introduced SysAid Copilot, a move that quickly transformed their support operation. Today, approximately 30% of service desk inquiries are handled automatically via Copilot’s AI-powered chatbot. From password resets to common administrative tasks, users are guided through resolution steps without ever needing to call or wait for a live agent. This has significantly reduced the pressure on the service desk and freed up the team to focus on more complex, high-impact work. Copilot’s Emailbot and 1-click submission features have seen rapid uptake, making it easy for users to resolve frequent issues in seconds. In total, 1,625 service records were influenced by AI in the past year, with nearly 70% of those resolved through one-click workflows. Supporting Mobile-First Staff Through Teams Integration With many of JBFCS’s employees working in the field or in clinical environments, desktop access isn’t always guaranteed. Clinicians, caseworkers, and administrative staff often rely on mobile devices as their primary way to communicate and get support. The integration of SysAid Copilot with Microsoft Teams has... - Published: 2025-07-25 - Modified: 2025-07-25 - URL: https://www.sysaid.com/customers/latinoamericana-seguros-case-study - Success story industry: Insurance - Success story Region (ex. use case): South America - Success story feature: Asset Management, Change Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP - Success story tag: Default The Power Move That Helped Astral Cut Monitoring Billboard Downtime by 66% Results Cut Resolution Times by 67% 5-6 hours used to be the norm, but now tickets reach resolution in 2 hours or less. More Efficient Request Handling 100% of requests now come through SysAid, replacing fragmentation with a single source of truth. Higher Ticket Volumes, Handled With Ease IT receives and handles 20 tickets a day, easily and with complete accuracy. Highlights CHALLENGES Slow Ticket Resolution: IT issues took 5-6 hours to resolve due to inefficient email-based request handling. No Proper Record-Keeping: Requests were handled via email, making it hard to track issues, measure response times, or prioritize tickets. Overwhelming Email Volume: Each request required multiple emails, leading to inefficiencies and difficulty managing IT support. Lack of Visibility into IT Performance: No way to measure IT team efficiency or track SLA compliance. Repetitive IT Requests Slowing Down Workflows: Users frequently asked the same basic questions (e. g. , password resets, Windows configurations). SOLUTIONS Faster Ticket Resolution: SysAid streamlined ticket management, reducing resolution time to 2 hours on average. Centralized Ticket System: SysAid provides a structured interface where all tickets are logged, tracked, and prioritized efficiently. Single-Ticket Logging System: Users can submit a request via SysAid instead of multiple emails, reducing communication clutter. Time Parameterization & SLA Tracking: SysAid allows tracking of support engineer response times and ticket completion metrics. Planned AI Integration: The company is planning to implement SysAid Copilot AI to automate repetitive requests and provide instant user guidance. Customer Profile Latinoamericana Seguros is a Mexico-based life insurance company dedicated to providing reliable and secure insurance solutions. With a team of 20 IT professionals supporting 200 employees, they ensure smooth operations for internal systems, devices, and user requests. Before implementing SysAid, their IT support process was overwhelmed by scattered email-based ticketing, leading to inefficiencies, lost requests, and slow resolution times. By adopting SysAid, they streamlined IT service management, significantly improving response times, tracking capabilities, and overall user experience. From Email to Efficiency: Simplified Incident & Request Management With SysAid ITSM  At Latinoamericana Seguros, IT service management (ITSM) has been completely transformed since adopting SysAid. Previously, the IT team struggled with an overwhelming flow of email requests. This led to lost tickets, slow resolution times, and poor visibility into IT performance.   With SysAid’s ITSM platform, all incidents, service requests, and even small IT projects are now centralized in one place, making it easier to prioritize, track, and resolve issues efficiently. What once took 5-6 hours to fix now takes just 2 hours on average. For Jose Antonio Mora, a System Engineer at Latinoamericana Seguros, the difference is clear: By eliminating inefficiencies and improving IT visibility, SysAid ITSM has helped the company deliver faster support, improve internal communication, and enhance overall employee satisfaction.   Parameterizing IT Support for Maximum Efficiency In the past, the IT team had no structured way to measure efficiency. They relied on scattered email chains that made it difficult to track requests or hold engineers accountable. Now, SysAid logs and classifies each ticket, allowing the team to monitor and analyze response times. Now that they can optimize workloads... - Published: 2025-06-16 - Modified: 2025-06-16 - URL: https://www.sysaid.com/customers/community-health-connections-case-study - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: Asset Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP - Success story tag: Default Discover how CHC’s 4-person IT team supports 500+ staff with 95% portal adoption and saves 2 days per month using SysAid’s cloud-based ITSM platform. Results 95% Portal Adoption Nearly all IT tickets are submitted via the self-service portal, reducing manual triage and streamlining support requests. 2 Days Saved per Month Estimated time savings across the help desk team due to centralized ticket tracking, consistent processes, and reduced back-and-forth. 500+ Staff Supported by Just 4 Technicians A lean IT team manages support for the entire organization efficiently, enabled by SysAid’s visibility, categorization, and reporting features. Highlights CHALLENGES Scattered requests, with tickets coming in through calls, emails, or word-of-mouth. Limited team capacity: just 4 technicians for 500+ employees. SOLUTIONS SysAid’s centralized portal means that 95% of tickets now come through a user-friendly self-service system. Streamlined workflows made it easy to triage, track and route tickets efficiently. Customer Profile Community Health Connections (CHC) is a nonprofit healthcare provider dedicated to serving underinsured and underserved populations. With five full-service locations (and additional Medical urgent care clinics housed at three of those five), CHC delivers medical, dental, optometry, and behavioral health services to its local community. The organization operates 361 days a year and employs approximately 500 staff members. As demand grew and their operations became more complex, CHC needed a centralized, compliant, and scalable IT solution that could keep pace without overburdening their small team. Before SysAid: Tool Limitations and Compliance Concerns Before adopting SysAid, CHC considered a number of different solutions to improve on their existing system. Many of these were feature-rich, but too expensive for a nonprofit. On the other hand, the solution they had in place simply did not meet CHC’s needs. The switch to SysAid Cloud offered the team a compliant, cloud-based, and customizable solution that aligned with both budget and operational needs. SysAid Self-Service Portal: Empowering Users to Help Themselves Community Health Connections now relies on SysAid’s self-service portal, with more than 95% of tickets submitted directly by staff through this user-friendly interface. Every employee is issued a SysAid account tied to their domain login, making the ticketing process accessible and easy to use. By standardizing how requests come in, the IT team avoids phone-based chaos and maintains clean, consistent data that can be acted on quickly and efficiently.   “If it’s not in SysAid, it didn’t happen”: SysAid Ticketing & Incident Management Brings Structure to Everyday Support The core of CHC’s IT operations runs through SysAid’s ticketing system. Whether it’s a printer malfunction, a locked account, or a department-wide outage, all issues are logged, categorized, and tracked in one place. This structure allows the help desk team to triage efficiently and ensures nothing slips through the cracks. For Todd, SysAid has become the team’s source of truth and digital recordkeeper. Turning Data into IT Insights With SysAid Reporting & Performance Monitoring SysAid’s built-in reports provide just the right level of visibility for CHC. The IT team reviews each technician’s tickets weekly to monitor workloads, identify trends, and balance support across the team. The system offers enough flexibility to catch anomalies early. If someone is overloaded or not logging enough time, IT can adapt proactively. This fosters accountability without micromanagement. Todd explained: “Once a week... - Published: 2025-06-16 - Modified: 2025-06-16 - URL: https://www.sysaid.com/customers/polar-beverages-case-study - Success story industry: Food & beverage - Success story Region (ex. use case): North America - Success story feature: Asset Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP - Success story tag: Default Polar Beverages saved 5 hours daily and boosted IT efficiency by 40% with SysAid’s automation and self-service portal. Results 5 Hours Saved Per Day Automation and workflows freed up IT’s time. 30–40% Boost in Efficiency Faster ticketing, asset tracking, and automation.   4x Self-Service Portal Adoption Users now favor the self-service portal, easing IT workload. Highlights CHALLENGES Tickets were frequently lost due to poor tracking. Manual IT processes took up too much time. IT had no real-time visibility into assets. IT changes were scattered across random tickets. Few employees used the self-service portal. SOLUTIONS SysAid introduced structured ticket management, ensuring every request is logged and resolved. Automation reduced repetitive tasks, saving 5 hours per day across the IT team. SysAid’s Active Directory sync provided full inventory tracking and management. A dedicated change management module brought structure, traceability, and oversight. Guided forms enhanced the user experience, leading to a 4x increase in self-service portal usage. Customer Profile Polar Beverages is the largest independent bottling company in the U. S. , producing sparkling fruit drinks, seltzers, and mixers. With over 1,000 employees and facilities across multiple states, their IT team supports a fast-paced operation serving 25,000+ convenience and grocery stores throughout the Northeast. Before SysAid: IT Struggles with Visibility and Workflow Through SysAid’s open API, Astral integrated their monitoring tools and centralized their workflow. By connecting SysAid with their webcam dashboard, the team can instantly link live visuals of their billboards to ticket data, eliminating the need to jump between systems. This integration not only saves time but also ensures faster response times by putting all the necessary information at their fingertips.   Keeping Eyes on Every Board with Asset Management Polar Beverages’ previous system wasn’t built for scalability. Tickets often got lost, lacked due dates, and were difficult to track, leading to inefficiencies and frustration among users and IT alike.   Without a structured ITSM approach, the company had lacked the ability to automate IT operations. They also had to handle change management through scattered tickets, offering little visibility or accountability. IT requests were frequently misrouted, and asset tracking was difficult, making it challenging to manage IT resources efficiently. Why SysAid Was the Right Fit for Polar’s IT Evolution When looking for a new IT solution, Polar Beverages needed a platform that could bring real structure, accountability, and automation to their growing IT operations. SysAid stood out for its ITSM-compliant workflows that aligned with how the team actually wanted to work. The platform felt intuitive for both IT staff and end users, making adoption easier from day one. Even small automation features, like routing tickets based on keywords or flagging urgency, made a noticeable impact right away. One of the most unexpected wins by the IT team was structured change management, which brought new clarity and consistency to a process that had previously been handled ad hoc. Polar opted for SysAid’s cloud version from the start to eliminate reliance on on-prem infrastructure and improve accessibility. And when questions did come up, the SysAid Customer Care experience made all the difference. “Support has been awesome. We get a really quick response when we need it. The helpdesk has also been fantastic. ”... - Published: 2025-06-11 - Modified: 2025-07-02 - URL: https://www.sysaid.com/customers/survitec-case-study - Success story industry: Technology - Success story Region (ex. use case): Europe - Success story feature: AI, Customer Satisfaction, Incident Management, Self Service, Self Service Automation, SSP, SysAid Copilot, SysAid for Teams - Success story tag: Default Moved from ServiceNow from complexity to clarity. Survitec Simplified Global IT Support with SysAid Copilot and AI Agents. Results Faster Time-to-Value with Built-in AI Built-in AI translation from SysAid Copilot delivered instant value with smarter ticket categorization and increased global engagement. Rapid Adoption With Minimal Training The intuitive interface required less than an hour of training, allowing teams to hit the ground running across global sites. Cost-Efficient Upgrade A leaner solution that maintained all core ITIL functionality while drastically reducing licensing costs. Highlights CHALLENGES High license costs and added fees for basic features like translation and AI. The absence of multilingual support presented a barrier for global teams. Complex interface and long development cycles with the current solution. Poor integration with Active Directory for license management. SOLUTIONS SysAid offered all key AI capabilities out of the box, including SysAid Copilot and prebuilt AI Agents. AI-powered live translation boosted engagement and effectiveness across global sites. SysAid’s intuitive interface allowed for a fast, confident rollout with minimal resources. Straightforward integration reduced manual offboarding processes. Customer Profile Survitec is a global Survival Technology leader to the maritime, defence & government, aerospace and energy sectors. Survitec has over 3,000 employees worldwide, covering 11 manufacturing facilities and over 400 service centres. They operate in over 2,000 ports, spanning 96 countries. Survitec are the world’s largest manufacturer and supplier of liferaft, Marine Evacuation Systems (MES) and offshore rental PPE. They are a leading supplier of fire solutions to the maritime industry and hold a market leading position for Pilot Flight Equipment in the aerospace & defence market. The Survitec team live by their purpose “We Exist to Protect Lives”. Throughout its 168-year history, Survitec has remained at the forefront of innovation, design and application engineering and is the trusted name when it comes to critical safety and survival solutions. Supporting this mission behind the scenes is a lean, third-party-managed IT service desk, now empowered by SysAid’s automation and AI. Richard Cockcroft, Global Head of End User Services, led the transformation. From Overbuilt to Agile: The Shift to SysAid For Survitec, the renewal of its ServiceNow ITSM license prompted a strategic reassessment. As the business evolved, the platform they were using no longer aligned with its goals for agility and autonomy. Increasing complexity, slower adaptation cycles, and the cost of enhancements, such as AI-powered translation, highlighted the need for a more flexible and scalable solution. Survitec sought a system better suited to support its global operations. The search for a replacement led Survitec to SysAid: a platform that checked every box and offered out-of-the-box intelligence that didn’t require expensive add-ons or third-party tools. AI-Powered Service Desk: Global Engagement, Simplified SysAid Copilot and its built-in translation feature instantly solved a long-standing pain point: language barriers. Before SysAid, non-English speaking sites often bypassed official channels due to discomfort using an English-only system. Now, agents and end users alike can interact in their native languages, with SysAid effortlessly translating in both directions. As Richard describes: “With SysAid, users type in their language, and the AI does the rest: categorizes, translates, logs the ticket. It just works. ” This not only improved engagement but also brought structure to the service desk’s... - Published: 2025-02-24 - Modified: 2026-02-19 - URL: https://www.sysaid.com/customers/mission-health-services-case-study-90-percent-faster-resolution - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: Moving to Cloud, Reporting, Ticket Automation, Workflow Automation - Success story tag: Default Mission Health Services Transforms IT from Bottleneck to Business Enabler Results 90% Faster Ticket Resolution Mean Time To Resolution (MTTR) dropped from 3-5 business days to just 2-4 hours. 75% Fewer Open Tickets Open tickets shrank from 60-90 at a time to just 20, thanks to automation and prioritization. 20,000+ Tickets Handled with Higher Satisfaction Employees now get immediate responses and faster solutions, restoring trust in IT. Highlights CHALLENGES The process of tracking tickets was entirely manual and highly inefficient, leading to frequent delays, miscommunications, and difficulties in prioritizing and resolving IT issues effectively. IT response times were excessively slow, often stretching over several days, causing frustration among employees and delaying critical tasks that required immediate technical support. Leadership lacked the necessary visibility into IT performance, making it difficult to assess efficiency, track key metrics, and implement improvements to optimize overall operations. Ensuring security and maintaining compliance with industry regulations was a complex and resource-intensive task, requiring constant monitoring, updates, and adherence to strict policies. SOLUTIONS SysAid replaced spreadsheets with an automated ITSM system, streamlining ticket creation, assignment, and status updates. Automated workflows and prioritization cut resolution times to 2-4 hours, ensuring urgent issues are addressed quickly. Advanced reporting and real-time dashboards provide clear insights into ticket volume, resolution times, and resource allocation. Migrating to SysAid Cloud reduced server maintenance workload while ensuring HIPAA compliance and data security. Customer Profile Mission Health Services is a nonprofit skilled nursing and rehabilitation provider in Utah, caring for 500-600 patients each month. Their facilities are known for their focus on dignity, compassion, and exceptional care.   IT plays a crucial role in the organization’s mission, supporting over 500 employees, 450 devices, and multiple locations spread across several hours of travel. But behind the scenes, Mission Health’s lean IT team was drowning in manual work. Requests were tracked in spreadsheets, tickets sat open for months, and staff often resorted to their own workarounds rather than relying on IT. Michael Hughes, VP of IT, knew things had to change. With HIPAA compliance to uphold and multiple facilities to support, he needed a smarter, more efficient way to manage IT requests. After considering many solutions, Mission Health settled on SysAid.   Here’s how their partnership has turned IT into a well-oiled machine. Workflows & Automation: From Reactive to Proactive IT Manual ticket tracking meant delayed responses, frustrated employees, and an overall lack of visibility. Users would email a helpdesk group, but there was no formal tracking, and some tickets remained open for days or even weeks. With SysAid ITSM, Mission Health Services now has a centralized, automated ticketing system that prioritizes urgent issues, and provides real-time status updates to users. Beyond improving day-to-day operations, these improvements have actually made IT more scalable, allowing the company to keep up with growth and acquisitions without IT becoming a bottleneck. Key improvements include: Instant ticket handling & smarter troubleshootingUsers receive immediate confirmation emails, assigned technicians, and follow-up questions, ensuring IT has the right details from the start. Proactive follow-ups & auto-closuresTickets open for more than 2 days trigger automatic alerts, and unresolved tickets auto-close after 4 days, eliminating backlogs. Smarter resource... - Published: 2025-02-17 - Modified: 2026-07-22 - URL: https://www.sysaid.com/customers/vinlec-case-study - Success story industry: Engineering, Manufacturing - Success story Region (ex. use case): North America - Success story feature: Dashboard, Ticket Automation - Success story tag: Default Powering a Nation: How VINLEC Transformed IT with SysAid Results 12X faster response & resolution Issues that used to take around 3 hours to resolve now take under 10 minutes. 2. 5X more tickets resolved each day With the same team size, IT is now handling 150% more work. Full SLA compliance & accountability The IT team now has full visibility into response times, ticket tracking, and performance metrics. Highlights CHALLENGES Reporting an issue took hours, leading to delayed fixes and frustrated users. No centralized system meant lost tickets and untracked response times. VINLEC had no way to measure IT performance or ensure response times met expectations. Users had to rely on phone calls or emails, often waiting for support personnel to be available. Tech support had to be physically present to troubleshoot, wasting time on travel. SOLUTIONS With SysAid, IT now responds in under 15 minutes, ensuring fast resolutions and minimal downtime. With SysAid, every ticket is logged, tracked, and managed efficiently, ensuring nothing slips through the cracks. IT can now track SLAs, monitor team performance, and optimize workflows. With SysAid, users log issues instantly and IT gets real-time notifications, reducing response delays. Now, IT can remotely connect to PCs, chat with users, and resolve issues faster. Customer Profile St. Vincent Electricity Services Limited (VINLEC) is the sole provider of electricity for St. Vincent and the Grenadines, serving over 46,000 customers across multiple islands. With more than 300 employees spread across power plants, offices, and remote facilities, VINLEC operates in a uniquely challenging environment where IT and operational teams are separated by land and sea. Ensuring reliable communication and swift issue resolution is critical to keeping the grid running efficiently. After considering other vendors, VINLEC found SysAid to offer the most complete option. As Mark Moses, Information Network & Technology Analyst . As Mark Moses, Information Network & Technology Analyst, put it: “SysAid offered a single, complete solution. You would have to put different pieces of other solutions together to achieve what SysAid achieves”. Analytics Reports: Instant Clarity For VINLEC’s IT team, end-of-year audits used to be a time-consuming headache. Tracking down data across multiple sources, piecing together reports, and ensuring accuracy took days of manual effort. But with SysAid’s analytics reporting, that process is now effortless. Key metrics like the total number of incidents for the year or outstanding issues are just a few clicks away. Instead of scrambling to gather information, Mark’s team can generate comprehensive reports on the fly. This turns what once took days into a task that now takes a few minutes. SysAid Dashboard: IT at a Glance For Mark, SysAid’s dashboard is like having a command center for IT operations. Instead of bouncing between different systems to track progress, everything he needs is in one place: live updates on incident response, outstanding tickets, and overall IT efficiency. With a clear, concise view of the entire operation, he can instantly see how the team is performing without digging for data. Remote Support & Connectivity: IT Support Is Now Everywhere Before SysAid, resolving IT issues often meant physically traveling to different locations. This was a time-consuming... - Published: 2025-02-04 - Modified: 2025-11-25 - URL: https://www.sysaid.com/customers/sava-re-case-study - Success story industry: Insurance - Success story Region (ex. use case): Europe - Success story feature: Analytics, CMDB, SSP, SysAid Copilot, SysAid Spaces - Success story tag: Default 25% Faster Resolutions for Sava Re: Supporting 10,000 Users Across 6 Countries with SysAid Results MTTR Reduction by 25% SysAid’s timers enabled a 25% reduction in Mean Time to Resolution, optimizing workflows, identifying bottlenecks, and empowering IT teams to resolve issues faster. Simpler Help Desk Operations Transformed help desk workflows with centralized dashboards, boosting efficiency, simplifying processes, and earning enthusiastic buy-in from IT teams across multiple regions. Trust, Restored SysAid’s BI tools fostered trust by replacing assumptions with clear insights, aligning user perceptions with reality, and strengthening IT’s relationship with business stakeholders. Highlights CHALLENGES Sava Re’s decentralized IT structure led to inefficiencies in managing services across multiple countries, languages, and branches, creating gaps in service consistency. IT teams struggled to track and resolve issues efficiently, with delays often misinterpreted by users as poor service. Smaller branches lacked the resources to implement robust IT solutions, while larger ones needed tools that scaled to their complexity. Without a dedicated patch management solution, ensuring security and compliance across the organization was challenging. SOLUTIONS SysAid introduced a centralized ITSM platform, enabling uniform service management while supporting decentralized operations for smaller branches. SysAid's new UI, Spaces, enhances help desk workflows with an intuitive queue, boosting team efficiency and cutting resolution times by 25%. SysAid’s BI delivered actionable insights, bridging the gap between user perceptions and performance reality with transparent, data-driven reports. SysAid’s patch management capabilities enhanced system security, laying the groundwork for a fully integrated ITSM environment. Customer Profile Sava Re is a powerhouse in the Slovenian insurance sector. The group provides everything from primary insurance and reinsurance to asset management and retirement planning. Operating in over 100 markets worldwide, Sava Re partners with more than 450 clients to deliver forward-thinking, reliable solutions tailored to their needs, setting the standard for excellence in the industry. Complexity Across 14 Companies: Orchestrating Connections and Solutions Sava Re isn’t just big - it’s diverse. The company covers multiple countries, five languages, and over 10,000 users. IT services were struggling to keep up with user needs, and frustrations mounted: Users felt disconnected. Without visibility into ticket statuses, small delays snowballed into feelings of being overlooked or ignored. Teams were overwhelmed. Managing requests without a unified ITSM platform was inefficient, and morale dipped under the weight of constant firefighting. Prior to SysAid, an internally developed application was used to support tickets.   Leadership didn’t have the data to make smart decisions. Matjaž and his team knew that inefficient IT risked breaking trust with customers and partners. The Solution: SysAid Transforms More Than IT Core ITSM Tools: Building Trust Through Data SysAid’s SLA tracking, timers, and ticket management finally made IT transparent: Teams could identify bottlenecks and learn from past delays. Leadership had the data to address user concerns with confidence, replacing emotional perceptions with factual clarity. Users saw the difference, rebuilding trust in IT services. "Providing a dashboard to our end customers made it possible to build a bridge between their perceptions and the reality of the situation," Matjaž explains. SysAid Spaces: The Turning Point For Matjaž’s team, the moment of clarity came with SysAid Spaces. The simplified queue brought efficiency to help desk operations, so tickets... - Published: 2025-02-03 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/republic-bank-of-ghana-case-study - Success story industry: Finance - Success story Region (ex. use case): Africa - Success story feature: AI, Self Service Automation, SSP, SysAid Copilot - Success story tag: Default SysAid Cuts Resolution Times by 90%: Reducing Manual Ticket Management from 2-3 Days to Just 2-3 Hours for Critical Issues at Republic Bank of Ghana Results 90% Reduction in Resolution Times Critical IT issues that previously took 2-3 days to resolve are now addressed in just 2-3 hours, dramatically improving efficiency and service delivery. 100% Increase in SysAid Adoption Initially launched with 50 administrators, SysAid’s success led to 100 administrators now using the platform across IT, banking operations, and risk management. Automation & Workflow Customization SysAid eliminated manual ticket management, automated approvals, and integrated with platforms like Teams, ensuring real-time updates and improved resource tracking. Highlights CHALLENGES Manual ticket handling took 2-3 days, delaying critical fixes and frustrating employees. Email-based IT requests often got lost, leading to unresolved issues and a lack of visibility. IT support was restricted to a small team, with no structured system for tracking assets or approvals. SOLUTIONS SysAid’s automation cut resolution times to just 2-3 hours, ensuring rapid response and smoother operations. SysAid logs, tracks, and escalates every request, providing full visibility and accountability. Now used by 100+ administrators, SysAid streamlines banking operations, risk management, and non-IT asset tracking. Customer Profile Republic Bank of Ghana is a prominent financial institution operating within the country's banking sector. As part of Republic Financial Holdings, based in Trinidad and Tobago, the bank offers a wide range of financial services, including loans, credits, and mortgages. With 39 branches and a workforce of more than 1,000 Republic Bank of Ghana plays a crucial role in supporting the financial well-being of its customers.   Challenges Before SysAid Prior to implementing SysAid, Republic Bank of Ghana relied on in-house software and email-based communication to manage IT requests. This approach often resulted in inefficiencies, delays, missed tickets and a lack of transparency. These challenges not only frustrated employees but also negatively impacted customer service, highlighting the need for a more reliable and efficient IT management solution. SysAid Entered the Scene In response to these challenges, Republic Bank of Ghana made the strategic decision to implement SysAid four years ago. This move marked a significant transformation in how the bank handled its internal IT operations. SysAid automated key processes such as ticket routing and escalation, previously requiring manual oversight and a dedicated IT agent. This shift enabled the creation of transparent and streamlined workflows. SysAid's value quickly became apparent. Initially adopted by 50 administrators, its benefits were so impressive that it's now used by 100 administrators across the bank, expanding beyond the IT help desk. To gain a deeper understanding of the impact of SysAid, we spoke with Sandra Gyan-Mante, Information and Communication Technology (ICT) Officer at Republic Bank of Ghana. She shared valuable insights into the benefits that SysAid has brought to the organization. Dramatically Reduced Resolution Times with SysAid Sandra Gyan-Mante emphasized the importance of customization in SysAid. She explained that being able to tailor the platform to meet the bank's specific operational needs has been instrumental in its success. The automation capabilities of SysAid have drastically reduced manual ticket management, resulting in a significant reduction in resolution times, from 2-3 days to just 2-3 hours for critical issues. Additionally, the integration with platforms like Teams ensures that staff... - Published: 2025-01-30 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/cybex-case-study - Success story industry: Consumer Goods - Success story Region (ex. use case): Europe - Success story feature: AI, Analytics, Customer Satisfaction, Dashboard, Self Service, SysAid Copilot, SysAid Spaces - Success story tag: Default A Global IT Overhaul: How CYBEX Found Its Solution in SysAid Results 20% Reduction in Ticket Volume With SysAid’s Copilot, CYBEX reduced Level 1 ticket handling by 20% in the first phase of adoption. 83% Increase in Self-Service Portal Usage CYBEX saw an 83% increase in self-service portal (SSP) usage within just three months, thanks to improved accessibility and ease of use. 93% AI-Contained Resolution Rate SysAid’s AI-powered Copilot resolved 93% of conversations without the need for human intervention, speeding up response times and de-loading the IT team. Highlights CHALLENGES Employees struggled to locate critical information scattered across lengthy documents and systems. IT teams couldn’t effectively support employees across multiple countries and multiple time zones. Level 1 tickets accounted for 47% of IT workloads, creating bottlenecks and slowing resolution times. Leadership lacked clear insights into IT performance and operational impact. SOLUTIONS Implemented iJuergen (powered by SysAid Copilot) to unify data and provide instant access to accurate, centralized knowledge. Deployed iJuergen as a 24/7 AI-powered copilot to ensure consistent, reliable support worldwide. Empowered iJuergen to handle a significant portion of Level 1 tickets, reducing ticket volumes by 20%.  Introduced a BI Dashboard to deliver real-time metrics and demonstrate measurable Background CYBEX is a global company specializing in baby gear and parenting products, with operations in multiple countries. As the company’s Global IT Service Delivery Lead, Narasimhan Tulsi Raghavan leads the team that supports their 1000 employees.  As the company grew, providing IT support became increasingly complex. Employees had trouble finding the information they needed, and IT teams struggled to keep up with ticket volumes. CYBEX turned to SysAid for a solution that could enable them to provide consistent support around the clock. SysAid Copilot: An AI-Powered Virtual Colleague Managing IT support across multiple countries and various time zones is a complex task, especially when employees need help outside standard hours. SysAid Copilot (rebranded as “iJuergen at CYBEX”) has made all the difference, providing 24/7 support, and resolving 93% of conversations without the need for human intervention. By unifying data from past service records, documentation, and SharePoint, iJuergen simplifies knowledge access and reduces the frustration of searching through lengthy documents. With iJuergen taking the lead on Level 1 tickets, CYBEX is already on track to reduce ticket handling by 20%, giving IT teams the bandwidth to focus on more complex challenges. Self-Service Portal: Empowering Employees to Help Themselves Through SysAid’s Self-Service Portal (SSP), CYBEX employees can quickly find answers and resolve common issues on their own. Users saw the value of the portal right from the start, with an 83% increase in self-service usage in just three months. The portal’s ease of use and accessibility have made it the go-to resource for employees, reducing dependency on IT teams and speeding up problem resolution. It’s a simple change that’s made a big impact on efficiency and employee satisfaction. SysAid’s BI Dashboard Turns Data into Actionable Insights SysAid’s BI Dashboard has been instrumental for CYBEX. By consolidating IT performance metrics, user engagement stats, and support quality data, the dashboard provides leadership with a clear view of what’s working and what isn’t. This transparency has helped validate ROI... - Published: 2025-01-30 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/simbec-orion-case-study - Success story industry: Research - Success story Region (ex. use case): Europe - Success story feature: AI, Customer Satisfaction, Incident Management, Self Service, Self Service Automation, SSP, SysAid Copilot - Success story tag: Default Simbec-Orion Breaks Global IT Barriers and Scale With SysAid Copilot Results 70% Reduction in Average Time to Repair (ATTR) Streamlined workflows reduced resolution times, boosting operational efficiency. 80% of Tickets Submitted via Self-Service Portal Custom branding and training empowered users to engage directly and effectively. 95% End-User Satisfaction Rate Confidence soared as SysAid delivered a seamless and reliable experience. Highlights CHALLENGES Ticketing was outdated and chaotic, drowning the team with over 2,000 open tickets. Users lacked confidence in IT because the system was outdated and inefficient. Managing a global workforce across multiple time zones and languages was a major challenge for IT. Regulatory and compliance hurdles complicated the adoption of generative AI tools in a highly regulated environment. SOLUTIONS SysAid's automated workflows cut agent workload by 30%, with the AI Emailbot resolving 70% of email tickets without needing any IT intervention . By launching an intuitive, 24/7 self-service portal with simplified workflows, the company has achieved 80% self-service usage and 95% end-user satisfaction. SysAid Copilot transformed user interactions, empowering users to confidently ask questions they once hesitated and receive answers in their native language with multilingual support. SysAid Copilot’s secure, internally contained environment addressed these challenges by ensuring compliance and building trust with end users and regulatory teams. Background Simbec-Orion, a global contract research organization, reached a breaking point with its outdated IT system. Years of relying on an on-premises setup had left their team overwhelmed—over 2,000 open tickets, no audit logs, and no structured KPIs or SLAs to guide their work. The system was clunky, inconsistent, and far from user-friendly. IT teams struggled under chaotic workflows, and end users lost trust in the system—and in IT itself. The sheer volume of service requests just kept climbing and admins were often tied up with repetitive tasks, limiting their ability to focus on strategic projects. “With users spread across the globe working different hours, managing the demand was getting more and more complex”, shared Garan Thomas, Senior Desktop Support Engineer at Simbec-Orion. Determined to turn things around, Garan initiated a plan to revamp the IT structure, with ITIL 4 compliance at its core, followed by taking service delivery further by adopting generative AI. The SysAid Approach After careful consideration, Simbec-Orion chose SysAid as their IT solution. The platform stood out for its ITIL compliance, cloud-based scalability, and ability to customize features to fit the company’s needs. A rebranded system was launched with new features including an intuitive self-service portal, simplified workflows, and a real-time analytics dashboard called “Mission Control. ” The team then implemented SysAid Copilot intending to reduce ticket volume, freeing up admins’ time to focus on impactful work and striking a better balance between user support and IT projects. The Results The implementation of SysAid led to significant improvements across IT operations. “First contact resolution rates have completely gone down, and it’s great to see that request and close times are now measured in minutes, not days,” Garan shared. 70% Faster Repairs Streamlined workflows reduced the average time to repair, minimizing downtime for users. 80% Self-Service Usage A new portal encouraged users to log tickets independently, preventing missed requests and easing... - Published: 2025-01-30 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/cashco-financial-case-study - Success story industry: Finance - Success story Region (ex. use case): North America - Success story feature: AI, Analytics, Customer Satisfaction, Incident Management, Self Service, Self Service Automation, SSP, SysAid Copilot, SysAid for Teams, Workflow Automation - Success story tag: Default Banking on Efficiency: How SysAid Streamlined Cashco Financial’s IT Operations Results Cut IT Process Time by 67% with Smarter Automation SysAid’s customizable forms reduced the hires and terms process time from over an hour to under 20 minutes, saving significant time for the IT team. 70% of Tickets Resolved Through Self-Service The Self-Service Portal and SysAid Copilot’s AI Chatbot empower users to handle issues independently, reducing IT workload by 15% and enhancing user satisfaction. 100% Visibility with MS Teams Integration SysAid’s integration with MS Teams ensures real-time ticket updates in-app, cutting through email clutter and keeping users fully informed. Highlights CHALLENGES Overwhelmed Helpdesk Support: All IT requests were sent via email, making it difficult to manage, prioritize, and track incidents effectively. Time-Consuming Processes: Tasks like hires and terms processes took over an hour, requiring manual input across multiple documents and systems. Limited Resources: As a one-person IT helpdesk, Boon faced significant workload challenges without the tools for automation or self-service. User Frustrations: There were numerous issues in MS Teams, and users often bypassed self-help options for immediate IT support. SOLUTIONS Self-Service Portal: SysAid’s self-help portal allows users to submit tickets and access FAQs, with 70% of requests now processed through the portal instead of email or phone. Automated Workflows: Customizable forms and categories enabled major efficiency gains, including cutting hires and terms processing time to less than 20 minutes. AI-Powered Assistance: The AI Chatbot in SysAid Copilot uses uploaded knowledge base content, like user guides, to assist with repetitive “how-to” queries, reducing IT’s workload by 15%. Microsoft Teams Integration: SysAid’s integration sends ticket updates directly through MS Teams, catching users’ attention more effectively than email. Before SysAid: A Small IT Team Stretched to the Limit Boon Han Ong is the driving force behind Cashco Financial’s IT operations. As the sole helpdesk lead, Boon used to handle 95% of tickets single-handedly, managing everything from troubleshooting tech hiccups to streamlining company-wide processes. With over 110 tickets a month on his plate, Boon needed a more efficient way to handle this workload. Eager to streamline Cashco Financial’s IT, he investigated solutions that could replace email as the primary channel for IT management, and modernize the whole system through automation. Self-Service Portal: Empowering a Busy Workforce Through SysAid’s Self-Service Portal, Cashco employees can now resolve issues on their own. From submitting tickets to getting quick answers in the FAQs, the portal has transformed how the team interacts with IT. 70% of requests now pass through this channel, so the helpdesk lead can focus on high-priority tasks, knowing the portal is helping users tackle the basics. Answering Questions Before They’re Even Asked With SysAid Copilot AI Chatbot When users need quick solutions (like resetting a password), they can get the job done quickly and easily with SysAid Copilot’s AI Chatbot. By tapping into uploaded user guides, the AI Chatbot delivers instant fixes to repetitive issues, saving precious time for the helpdesk and for users themselves. For Boon, the AI Chatbot is a lifeline, taking care of common requests so he can focus on more complex challenges. Plans to integrate it into MS Teams will take this innovation... - Published: 2025-01-30 - Modified: 2025-07-25 - URL: https://www.sysaid.com/customers/scotia-investments-case-study - Success story industry: Finance - Success story Region (ex. use case): North America - Success story feature: AI, Asset Management, Customer Satisfaction, Incident Management, Self Service Automation, SSP, SysAid Copilot - Success story tag: Default Scotia Investments Transitions to Smarter IT with SysAid AI Agents Results 125 Tickets Handled by AI Per Week AI agents and chatbots now resolve ~125 tickets per week, streamlining support and freeing up IT for higher-priority tasks. More From Hours to Seconds An AI agent was built to scan asset lists and flag devices nearing warranty expiration, reducing a time-consuming task to just seconds. 2 People, 200 Users, No Problem With automation in place, a two-person IT team efficiently supports 200+ users across multiple companies, and growing. Highlights CHALLENGES No formal ticketing system: support was handled manually over email. An overloaded IT team was handling repetitive questions, with no clear prioritization. Manually tracking assets and checking for warranty expiration was time-consuming. SOLUTIONS SysAid structured all support into a unified system. SysAid Copilot instantly resolves common queries, and categorizes issues accurately for agents.   Custom agents now flag aging devices in seconds. Customer Profile Scotia Investments is a private holding company headquartered in Nova Scotia, Canada, overseeing a diverse group of businesses across manufacturing, energy, health, and environmental sectors. With over 1,600 employees spread across 12 companies, their lean two-person IT team is responsible for supporting around 200 users internally. Before SysAid, the team was operating without a formal ITSM platform, handling requests via email, with no ticketing system, no automation, and limited visibility into performance. As demand grew, so did the need for structure, consistency, and scalable support. SysAid provided the foundation: a centralized system for managing tickets, automating routine tasks, and empowering the IT team to do more with less, without sacrificing quality of service. Effortless to Learn, Easy to Love One of the standout benefits for Scotia Investments was just how intuitive SysAid proved to be, not just for IT professionals, but for non-technical users as well. With minimal training and simple setup, the platform enabled fast adoption across departments. From checking a few boxes to activate new features to quickly creating AI agents with natural language, the learning curve was minimal, but the impact was immediate. Streamlining Support with SysAid Copilot Before implementing SysAid, Scotia Investments’ IT support was entirely manual: emails came in, and the small team of two had to triage, respond, and track everything by hand. There was no formal ITSM platform, which meant no ticketing system, no data, and no way to see where time was being spent. That changed with SysAid Copilot. The AI-powered chatbot now handles routine requests like “how do I install fonts? ”, instantly and accurately. Instead of fielding dozens of repetitive questions each week, the IT team can now focus on more complex tickets, projects, and strategic improvements. The impact was immediate: the AI chatbot manages around 125 tickets per week, reducing the load on IT and giving end users faster, more consistent support. Automating Asset Management with Custom AI Agents One of the earliest and most impactful use cases for AI at Scotia Investments was automating asset management. With hundreds of devices across multiple companies, tracking warranty statuses and planning replacements was a time-consuming, manual task. Using SysAid’s AI Agent Builder, the team created a custom agent to scan... - Published: 2025-01-30 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/great-plains-tribal-leaders-health-board-case-study - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: AI, Asset Management, Customer Satisfaction, Self Service, Self Service Automation, SSP, SysAid Copilot, SysAid Spaces, Workflow Automation - Success story tag: Default Co-Designing Success: How Great Plains Tribal Leaders’ Health Board Thrived with SysAid’s Phenomenal Support Results 200% Increase in Ticket Usage Ticket submissions grew to over 3,500 in under a year, reflecting a shift in organizational culture toward logging and documenting IT issues. 75% User Adoption in the First Month SysAid’s intuitive design enabled rapid adoption, with 75% of users actively engaging with the system within just the first month, growing to 100% in the second. IT Autonomy  With SysAid’s hands-on customer support, GPTLHB gained the confidence and tools to design and manage their workflows independently. Highlights CHALLENGES Managing access requests for EMR systems, clinical information, and mobile apps required significant back-and-forth communication. The IT team had no tools to track ticket volume, prioritize tasks, or measure efficiency, making it difficult to allocate resources Tracking laptops, desktops, and other IT assets was cumbersome and prone to errors, causing delays in maintenance and resource allocation. SOLUTIONS SysAid self service portal encouraged employees to log tickets, shifting the culture toward documentation and enabling better workload management. Real-time analytics and customizable workflows provided the team with insights to prioritize tickets effectively and improve decision-making. Centralized asset tracking simplified inventory management, minimized downtime, and improved overall efficiency. Background At the heart of Rapid City, SD, the Great Plains Tribal Leaders' Health Board's (GPTLHB) Oyate Health Center shines as a hub of culturally rooted care and community wellness for Native Americans. The center offers an array of essential services, including primary care, behavioral health, dental, and more. But their IT system was no longer able to support their vision. The interface was clunky and confusing, leaving users unsure of how (or even why) to log tickets. Instead, they turned to in-person visits, emails, or messages, creating a reactive culture where the IT team scrambled to address issues without proper documentation, prioritization, or analytics. Tracking equipment was another headache, with no centralized way to manage assets, leading to delays and inefficiencies. SysAid Self-Service & Admin Portals Take the Effort Out of IT Support The SysAid Self-Service Portal completely transformed how employees at GPTLHB submitted IT tickets. With a clean design and intuitive interface with minimal screens, the portal made it easy for everyone - even those less familiar with IT - to log their requests without needing in-person help.   Adoption skyrocketed as a result, with 75% of the organization’s 500 users actively using the portal within the first month and 100% by the second. Ticket submissions also surged, giving the IT team the data they needed to prioritize and resolve issues effectively. Through SysAid’s Admin Portal, the IT team gained the ability to tweak and fine-tune their workflows on the fly. Whether it was adjusting forms, creating new ticket categories, or making real-time changes, the team no longer had to rely on external vendors. During implementation, the SysAid support team worked side by side with them, creating a smooth, collaborative onboarding experience.  This newfound control made the IT team more agile and efficient, enabling them to respond to changing needs quickly and keep everything running like clockwork. SysAid Copilot: an Always-On Teammate “Like having an extra teammate that’s always on call” -... - Published: 2025-01-30 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/dornan-engineering-case-study - Success story industry: Engineering - Success story Region (ex. use case): Europe - Success story feature: AI, Customer Satisfaction, SysAid Copilot, SysAid for Teams, SysAid Spaces - Success story tag: Default Support That Clicks: SysAid’s Integration Powers Efficiency at Dornan Engineering Results 65% Resolution Rate SysAid’s AI Chatbot handled 3,500 inquiries within the first three months of deployment, with a resolution rate of 65%, significantly reducing the number of Level 1 tickets. 40% Increase in Service Requests via Teams  Integration with Microsoft Teams led to a 40% uptick in service requests, giving employees an accessible, mobile-friendly option to log IT issues. 70% Ticket Submissions via Self-Service Portal The self-service portal accounted for 70% of all tickets, reflecting a shift toward user independence and better workload management. Highlights CHALLENGES Employees relied on informal channels like Teams messages and emails, so issues went undocumented. There was no centralized way to handle routine inquiries or track the status of tickets. IT staff lacked tools to prioritize and monitor their workload. SOLUTIONS SysAid Copilot encouraged users to log tickets properly, effectively handling repetitive questions. Integration with Microsoft Teams made it easier for employees to access ticket updates and log issues on the go. Customizable workflows and real-time analytics empowered the team to allocate resources better. Dornan - A Turner Company Dornan is based in Cork, Ireland, with offices in Dublin, London and mainland Europe. Dornan Engineering is a leader in engineering services with a workforce of 600 spread across various sites. Their six-member IT helpdesk was struggling with informal support methods and a reactive approach to solving problems. SysAid has brought structure, efficiency, and a friendly helping hand to transform their IT operations. SysAid Copilot: Redefining IT Support SysAid Copilot has been a transformative addition to Dornan Engineering’s IT ecosystem. Rolled out in July after three months of preparation, Copilot seamlessly integrated with Dornan’s knowledge base and started delivering results quickly. In just three months, it handled 3,500 inquiries with an impressive 65% resolution rate. “The setup was smoother than expected as they had a well-established knowledge base ready to integrate with the chatbot” said Chris Long, Senior IT Desktop Support Engineer. “Once we activated it, the AI Chatbot immediately began providing accurate answers. ” Reducing Routine Workload SysAid Copilot became the go-to for handling repetitive and simple questions, like resetting passwords or finding office supplies. Employees felt comfortable engaging with the chatbot, knowing it could provide accurate, reliable answers. This freed up the IT team to focus on more complex challenges and significantly reduced the number of Level 1 tickets. Satisfied Users Many employees expressed gratitude for the chatbot’s quick and reliable responses, with some even thanking it personally. By handling basic queries, such as password resets or printer setup instructions, the chatbot removed the stigma of asking simple questions that may have been embarrassing to ask a “real” person, creating a more inclusive and supportive environment. This shift encouraged more employees to engage with the IT support system, further reducing the workload on IT staff. SysAid Self-Service Portal Takes Care of Low-Hanging Fruit SysAid’s self-service portal transformed how employees interacted with IT support. The portal allowed users to log tickets independently, track their progress, and find answers to common questions, all without needing to contact the helpdesk directly. As a result, 70% of all tickets... - Published: 2025-01-30 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/uofl-health-case-study - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: AI, Self Service Automation, SSP, SysAid Copilot, Workflow Automation - Success story tag: Default Faster IT, Better Care: UofL Health’s SysAid Transformation Results Faster Issue Resolution UofL reduced MTTR, ensuring critical IT issues don’t delay patient care. Improved Efficiency The self-service portal now handles 5-10% of 15,000 monthly tickets, freeing up IT resources. Higher User Satisfaction Increased satisfaction scores and positive feedback reflect better communication and support quality. Highlights CHALLENGES UofL Health’s IT team managed 15,000 tickets per month, many involving repetitive or simple queries, leading to resource strain. Managing access requests for EMR systems, clinical information, and mobile apps required significant back-and-forth communication. Long Mean Time to Resolution (MTTR) impacted patient care and overall efficiency. End users relied heavily on email and phone, with no conversational or chat-based support available. SOLUTIONS SysAid’s Self-Service Portal (SSP) reduced ticket volume by 5-10% initially, with a goal of handling 50% of queries, freeing up IT resources for more complex tasks. SysAid’s organized forms and documentation simplified workflows, allowing for clear and efficient access control processes. SysAid’s centralized knowledge base and SSP streamlined issue resolution, significantly reducing MTTR and improving response times. SysAid Copilot AI Chatbot is set to handle repetitive queries, further reducing ticket loads and enhancing user experience. Customer Profile Headquartered in Louisville, Kentucky, UofL Health is a dynamic force in the healthcare industry, backed by a dedicated team of 12,000 professionals. Combining expertise in patient care, medical education, and research, this academic medical system delivers a comprehensive range of services—from primary care to advanced specialty treatments. UofL Health is deeply committed to improving health outcomes and making a meaningful impact in the communities it serves. Background As the largest healthcare organization in its region and the only Level 1 trauma facility within 100 miles, UofL Health supports a large number of end users providing important medical care. Facing high ticket volumes and the need to manage access control for essential systems, the IT team turned to SysAid to transform their service delivery. Making IT Easy: The SysAid Self-Service Portal The SysAid Self-Service Portal has been a cornerstone of UofL Health’s IT transformation, enabling end users to resolve common issues easily, and on their own. The portal provides intuitive access to FAQ-style knowledge base articles and over 50 forms tailored to specific needs like EMR access requests and license codes. As a result, the number of repetitive tickets continues to drop. Currently handling 5-10% of UofL Health’s monthly ticket volume of 15,000, the self-service portal has freed up IT resources to focus on more complex problems. The team intends to push these gains further, with a target of 50% ticket resolution in the near future. SysAid Forms and Workflow Automation  Managing access requests and workflows used to involve lengthy email exchanges and manual processes. Across an organization of UofL Health’s size and complexity, this leads to major inefficiencies. SysAid’s forms and automation capabilities simplified these tasks. Now, users know exactly what they need and how to request it. By eliminating ambiguity, the IT team has significantly improved response times and overall productivity. SysAid Knowledge Base: a Go-To Guide for Users A well-organized knowledge base is the backbone of UofL Health’s IT support strategy. With SysAid’s... - Published: 2025-01-29 - Modified: 2026-04-13 - URL: https://www.sysaid.com/customers/tisur-case-study - Success story industry: Transportation - Success story Region (ex. use case): South America - Success story feature: Onboarding/Offboarding, Self Service, Ticket Automation - Success story tag: Default Smooth Sailing: How SysAid Keeps TISUR’s IT on Course Results Streamlined IT Operations SysAid enabled TISUR to centralize and automate IT processes, ensuring smoother operations and reduced manual workload for the IT team. Better Support for End Users TISUR's 350 end users benefit from faster issue resolution and a more responsive IT support system, keeping critical operations running without disruptions. Scalable IT Infrastructure SysAid’s on-premise solution provided TISUR with a scalable and reliable ITSM framework, perfectly suited to their complex logistics and port operations needs. Highlights CHALLENGES Fragmented IT Processes: Disconnected systems and email-based workflows lead to inefficiency. They also increased the risk of errors in high-stakes operations where small mistakes can have an outsized cost. Delayed Issue Resolution: A growing number of end users overwhelmed the IT team, causing delays in addressing tickets and maintaining service levels. Complex Port Operations: Managing IT infrastructure for logistics and port activities required a solution that could handle an unusually high level of complexity. SOLUTIONS IT Management All in One Place: SysAid’s on-premise solution streamlined workflows, automating repetitive tasks and providing a unified platform for IT operations. Improved Ticketing System: SysAid’s user-friendly interface and automation features helped the IT team prioritize and resolve tickets faster, improving response times for end users. Scalable ITSM Framework: SysAid provided a scalable system tailored to TISUR’s unique logistics and port operations, paving the way for more reliable and efficient IT for the long term. Customer Profile Before adopting SysAid, TISUR faced a range of challenges that made day-to-day IT operations feel like an uphill battle. Requests were scattered across multiple platforms including email and Excel. Tickets would get lost, communication with users was inconsistent, and delays in resolving problems became the norm. On top of that, they lacked the visibility and control needed to keep everything running smoothly, which put even more pressure on the IT team. Once they decided it was time to find a better solution, they evaluated a number of solutions. In the end, SysAid stood out. Its user-friendly design, straightforward configuration, and clear, precise user portal checked all the right boxes. With its fast and reliable support, SysAid became the clear and undeniable choice. As TISUR’s head of IT, Angelo Villalobos Chilo, put it, “SysAid ticked all our boxes: simplicity, precision, and responsive support”. On-Premise Deployment TISUR chose SysAid’s on-premise ITSM solution to maintain complete control over their data and IT operations, a critical need in the logistics and port industry where security and reliability are paramount. By hosting the system locally, TISUR’s IT team can ensure compliance with internal protocols and maintain the agility required to support their complex operations. “With SysAid on-premise, we have the peace of mind that our data stays within our walls while still benefiting from a powerful ITSM system tailored to our needs”, Angelo explained. Service Desk & Ticket Management Managing IT issues for 350 end users is a tall order in any organization - and it’s even harder in a highly pressurized, dynamic environment like TISUR. SysAid’s service desk and ticket management features make it easier than ever for TISUR to stay on top of requests. The... - Published: 2025-01-15 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/telesure-case-study - Success story industry: Finance - Success story Region (ex. use case): Africa - Success story feature: Workflow Automation - Success story tag: Default 95% SLA Compliance and 3+ Hours Saved Daily: How Telesure Transformed IT Support with SysAid Results 95% SLA Compliance Structured ticket workflows and automated prioritization cut resolution times from a week to just 6 hours. 3–5 Hours Saved Daily per Employee SysAid’s automation eliminated manual tasks, freeing IT staff to focus on critical issues. Increased Engagement by 90% Transparent notifications and linked service records boosted communication and satisfaction for employees and end-users. Highlights CHALLENGES Ticket resolution was slow and unstructured, with average times stretching up to a week. Employees had no visibility into ticket progress, leading to frustration and inefficiencies. High operational costs from using multiple external tools for asset management and project tracking. SOLUTIONS SysAid introduced SLA-driven workflows, reducing average resolution times to 6 hours for requests and 2 hours for incidents. Automated notifications and status updates keep users informed, improving satisfaction and accountability. SysAid’s integrated functionalities replaced redundant tools, saving costs and simplifying operations. Telesure Investment Holdings Telesure Investment Holdings is a household name in South Africa’s insurance industry. With a team of 4,500 employees and millions of clients nationwide, they manage popular brands that South Africans rely on. Whether it’s car insurance, business coverage, or niche products tailored for women, Telesure is all about protecting what matters. But behind the scenes, their IT team faced a growing challenge: keeping up with the needs of a large and dynamic organization. That’s where SysAid came in, transforming how they handle IT service management and delivering results that everyone can feel. Self-Service Portal: Empowering Employees to Resolve Issues Independently Telesure’s IT transformation began with implementing SysAid’s Self-Service Portal. This tool enabled employees to resolve routine IT issues on their own, dramatically reducing the need for direct IT intervention. Password resets and other frequent queries that previously clogged the support pipeline are now addressed independently, allowing the IT team to focus on higher-priority tasks. Automated Workflows: Efficiency That Saves Hours Daily Manual processes like ticket categorization and routing were a major time sink for Telesure’s IT team. With SysAid’s Automated Workflows, repetitive tasks are eliminated, freeing up 3–5 hours daily for each technician. This time is now reinvested in addressing critical issues and improving service delivery across the organization. From Inbox Chaos to IT Harmony: the Impact of SysAid Ticket Management Before SysAid, Telesure’s IT support relied on email-based workflows. This led to delays, miscommunication, and frustration. Tickets were treated as generic requests, making it impossible to prioritize based on urgency or impact. As a result, even small issues could take up to a week to resolve. How SysAid Helped: SLA-driven ticket workflows now ensure the right team gets the request immediately. Urgency and impact assessments prioritize critical issues automatically. Linked service records improved collaboration between internal teams and external vendors. Improved Employee Satisfaction: Building Trust and Transparency Before SysAid, Telesure’s employees often found themselves in the dark about the status of their IT requests. With tickets logged via email and no clear system to track progress, communication gaps were common, leading to frustration and delays. But with SysAid, transparency became the new norm. Employees now receive real-time updates on their requests, from when a ticket is logged... - Published: 2025-01-09 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/decolegno-case-study - Success story industry: Technology - Success story Region (ex. use case): Europe - Success story feature: Analytics, CMDB, SysAid Copilot, SysAid Spaces - Success story tag: Default Scaling Smart: DecoLegno Saves 2-3 Hours Daily with SysAid Copilot Results 25% Immediate End-User Adoption A quarter of employees began using SysAid immediately after rollout, ensuring a strong start to implementation. 83% Answers Based on Knowledge Base Articles Leveraging internal knowledge ensured accurate, consistent, and quick responses to user issues. 100+ Tickets AI-Contained in 2 Months SysAid’s AI resolved over 100 tickets independently, minimizing human intervention and workload. Highlights CHALLENGES Tickets were fragmented across email, Teams, WhatsApp, and other channels. There was no way to track recurring issues, or access historic data to make informed decisions. Lack of integrations hindered productivity. Manual tracking of devices and renewals was time-consuming. SOLUTIONS Unified ticketing with SysAid consolidated all channels into one interface. Analytics and AI revealed recurring problems, enabling proactive fixes. Seamless integration with Microsoft 365, Teams, and asset management tools enhanced efficiency. Centralized asset management provided automated tracking and insights. DecoLegno’s One-Man IT Team Wins with SysAid Spaces Customer Profile DecoLegno is a premium brand specializing in bespoke decorative surface materials. They offer high-quality solutions favored by architects, designers and manufacturers. As they planned their expansion into new markets, DecoLegno needed a way to streamline IT operations and keep their team running smoothly, all while staying focused on delivering the exceptional service they’re known for. Before SysAid: Chaos and Fragmentation DecoLegno’s ICT administrator had to deal with fragmented communication across email, Teams, WhatsApp, and desk visits. There was no way to centralize all of this information, so tracking and resolving tickets was next to impossible. Basic project management tools provided some visibility, but there was no true ticket management system. The team was stuck in reactive mode, always putting out fires, with no clear way to analyze recurring problems, or come up with automated resolutions.   Windows Integration, AI, Centralization: SysAid’s Winning Trifecta After exploring other options, DecoLegno chose SysAid as their partner. The platform’s generative AI capabilities through SysAid Copilot and its user-friendly design set it apart, while seamless integration with Microsoft products sealed the deal. Its intuitive interface and SysAid Copilot’s advanced features, like Intelligent Ticket Categorization and AI Chatbot, offered the scalability and automation DecoLegno needed to support their expanding business. Most importantly, SysAid provided a solution that simplified day-to-day IT management while empowering their one-man IT team to work smarter. Centralizing Ticket Management With SysAid’s Service Desk DecoLegno uses SysAid’s Service Desk to streamline IT operations and bring support requests from multiple channels into one place. With email, Teams, and in-person requests now funneled into one platform, the IT team can efficiently track and resolve issues without losing critical information. SysAid’s Ticket Journey feature provides a complete history of each issue, enabling better analysis of recurring problems and ensuring every step of the resolution process is transparent. Queue prioritization helps the IT team focus on the most pressing tickets first, reducing downtime for end users. Thanks to these features, DecoLegno has been able to reclaim 2–3 hours per day through better organization and automation. When discussing how his day-to-day workflow has improved, Jeffrey had this to say: "We started small, focusing on centralizing ticketing and testing AI capabilities. It... - Published: 2024-12-25 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/limpopo-case-study - Success story industry: Education - Success story Region (ex. use case): Africa - Success story feature: Analytics, Asset Management, CMDB, ITIL, Reporting, SLA, Ticket Automation - Success story tag: Default From Tickets to Triumph: How SysAid Boosted University of Limpopo's IT Satisfaction to 97% Results 60% Fewer Tickets Per Day By enabling users to resolve common issues independently through a self-service portal, daily ticket volumes have gone from over 50 to just 20 - a 60% drop. 90% Faster Ticket Resolution Time Automated workflows and efficient routing cut ticket resolution time from an average of 48 hours to just 5. 5 hours. 97% User Satisfaction Rate Improving response times and empowering users to resolve issues independently has led to happier users across the board. Highlights CHALLENGES The university relied on a labor-intensive ticketing system, so the ICT team was constantly overwhelmed. Password resets were a large part of the ICT team’s workload, creating unnecessary bottlenecks. The ICT team struggled with inefficient tools for tracking and analyzing performance trends. Before SysAid, the university relied on external call centers for “catch and dispatch” services. SOLUTIONS SysAid’s automated ticket routing helps IT to allocate resources better and resolve issues faster. The password self-service tool reduced password-related tickets to nearly zero, freeing IT to focus on more important tasks. SysAid’s customizable dashboards provided clear insights into trends, enabling data-driven decision-making. By adopting SysAid’s self-service portal, they eliminated the need for costly outsourcing. 97% Satisfaction, 60% Fewer Tickets: The University of Limpopo’s Digital Transformation Nestled in South Africa’s rural heartland, the University of Limpopo supports over 1,800 staff and a large student body (over 24,00 individuals). With SysAid, the ICT team has been able to deliver a world-class service to their growing user base, speeding up the university’s digital transformation and building a strong, modern IT foundation that will propel them into the future. By streamlining processes and enhancing support, SysAid has empowered the university to meet the evolving needs of its community with confidence and efficiency.   About Limpopo The University of Limpopo is a beacon of opportunity for its predominantly South African student body, many from historically disadvantaged communities. The institution is committed to providing world-class education, with its ICT team playing a vital role in ensuring smooth operations behind the scenes. As Corus Mabulwana, Deputy Director of User Support Services, explained: "Our mission is to ensure that staff have the support they need to excel in their roles. From academic to administrative staff, it’s our job to make their day-to-day work smooth and productive. " “Every Ticket Tells a Story”: SysAid Self-Service Portal Cuts Ticket Volumes by 60% It would be hard to overestimate the impact that SysAid’s self-service portal has had on the university’s IT operations. Before implementing it, the IT team handled around 50 tickets daily. Most of these were for repetitive issues, and all of them came through phone calls or emails. Now, the ticket volume has dropped to around 20, with a growing share of users resolving their own challenges directly through the portal. When they do log tickets, users get to see the progress of their request all the way to resolution. By allowing users to interact directly with the technicians assigned to their cases, SysAid has bridged the gap between IT and the university community, fostering trust and satisfaction. "The self-service portal... - Published: 2024-10-27 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/sohner-case-study - Success story industry: Manufacturing - Success story Region (ex. use case): Europe - Success story feature: Asset Management, Automation, Incident Management, Knowledge Base, Reporting, Requests Management, Self Service, Self Service Automation, SLA, Ticket Automation, Workflow Automation - Success story tag: Default 80% of tickets are submitted through the SysAid self-service portal. Results Automation 80% of tickets are submitted through the SysAid self-service portal. Centralization With asset management natively built into the service desk, IT has a comprehensive view of the status of Söhner assets at all times. Customization IT team uses SysAid’s reporting tools to measure their own performance, with customized data on how many tickets each department submitted and the time it took to resolve them. Highlights CHALLENGES Create and maintain records of support requests from various departments, across multiple channels. Track all software licenses efficientlyand centrally. Manage all the company’s IT assets from a single application. SOLUTIONS Set-up SysAid’s self-service portal for end users to request services, find information, and submit incidents. Created a knowledge base to help end users get answers for common IT issues. Leveraged SysAid’s automation features to customize tickets and workflows to specifically address priority-one issues (affecting specialized machinery and manufacturing equipment). Packing Efficiency and Customization into a Digital Transformation Journey With SysAid, Söhner’s IT team automated processes, standardized self-service, centralized asset management, and is sharing knowledge across the company.   About Söhner Söhner Innovative Packaging Solutions (Söhner) is one of Europe’s leading suppliers of returnable industrial packaging for internal and external transport. Specializing in plastic thermoforming technology for over 50 years, the company’s portfolio is widely diversified and includes both off-the-shelf and customized products for the largest firms in the automotive sector (such as BMW, Volkswagen, and Mercedes Benz), various military branches, and other major industries.   Söhner has offices in Poland, Spain, France, and Italy, as well as partner companies in North America and Scandinavia. The company’s corporate headquarters and production site are in Schwaigern, BadenWürttemberg, Germany. Some Numbers to Consider Very manual, very limited  Söhner’s central IT department in Germany provides hardware and software support for all company departments, from the factory floor to the global sales offices. The department is thoroughly integrated into the corporate culture and is heavily involved in any meetings touching on anything IT-related.   Despite the recognition of its importance to the company, the IT department was carrying out its responsibilities without a system for incident and request tracking. End users from various departments were emailing or calling the office with their issues, while the IT support staff were responding using the same channels – with no systematic record at all.   For asset management, the IT department was dependent on manually updated Excel files. It was impossible to see all the company’s assets in one place. There was also no efficient, easy-to-manage way to track all the licenses for software in use by Söhner. Anything else related to service management was taken care of opportunistically, creating a homegrown patchwork of very manual, very narrow solutions. The choice of experience When Maximilian Haag came on board as Systems Administrator for Söhner, he identified right away where a well-designed ITSM system could make a significant difference in terms of efficiency, systematization, reporting, and more. He was very familiar with service management technology, and SysAid in particular, from his work at previous companies. Haag therefore proposed implementing SysAid at Söhner.  ... - Published: 2024-10-27 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/microdrones-case-study - Success story industry: Manufacturing - Success story Region (ex. use case): Europe, North America - Success story feature: Asset Management, Automation, Customer Satisfaction, Dashboard, Incident Management, Requests Management, Ticket Automation - Success story tag: Default SysAid reduced incidents, improved operations, and saved time for the global commercial drone company. Results Asset Performance issues were drastically reduced, with servers and workstations always updated. Waiting times for asset upgrades or replacements have been slashed. End-user satisfaction significantly improved across the company. Highlights CHALLENGES Global IT support was siloed, ad-hoc, and segregated by area or industry served. Without incident management, IT was unable to identify chronic problems, trends, and workloads. Without asset management, IT couldn’t monitor PCs, servers, software, and hardware, costing the company a lot of time and money. SOLUTIONS Implemented centralized global ITSM, with built-in asset management from a single platform. Identified all assets that were outdated, required replacement, or needed upgrading. Initiated ongoing asset monitoring and management for the first time across the company’s global digital infrastructure. From flying solo to a global framework SysAid reduced incidents, improved operations, and saved time for the global commercial drone company. About Microdrones Microdrones grew out of a collaboration between the inventor of the world’s first commercial quadcopter in Germany and a determined custom drone service provider in North America. The result is a multinational organization that sells fully integrated drone systems for geomatics applications and provides complete aerial mapping solutions that meet the needs of customers in a variety of sectors, including surveying, photogrammetry, mining, energy, agriculture, and more. Customers constantly praise the systems for their stability and endurance in rough weather, and long flight times, with one drone becoming the first to cross the Alps in 2013.   These drones provide the backbone of fully integrated geomatics systems that help professionals collect data in a manner that is safer and more efficient than traditional methods, while also providing the tools, software, workflow, training, and support to transform raw data into insightful deliverables. Microdrones products and services have been used by construction companies, surveyors, airports, mines, and more worldwide. Microdrones has offices in Germany, Canada, France, China, and the United States, as well as a sales, support, and distribution network spanning six continents.   From flying solo to flying as a global team With offices around the world, Microdrones did not have a centralized IT system. Instead, much of the support was siloed, ad-hoc, and segregated by area or industry served. In effect, the IT department did not have an incident management system, nor an asset management system. The leadership team was therefore:  Without organized asset management, the IT department lacked a clear idea of the PCs, servers, software, and hardware in use globally by all Microdrones personnel. This was the primary challenge in monitoring asset and software performance across the globe, which cost the company a lot of time and money. Getting a clear view during digital transformation As a provider of bleeding-edge technology, Microdrones always seeks to integrate technology into all areas of the business, automating operations, and delivering greater value to customers. From an IT standpoint, SysAid was a catalyst in that effort, providing Microdrones with an accurate, global perspective through IT service management (ITSM) with built-in asset management. Mircea Pacurariu, Global IT Manager for Microdrones, summarized his company’s experience with SysAid in just a few select words: “SysAid is... - Published: 2024-10-13 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/isratech-jamaica-limited-case-study - Success story industry: Manufacturing - Success story Region (ex. use case): South America - Success story feature: AI, Incident Management, Requests Management, Self Service, SysAid Copilot, SysAid Spaces, Ticket Automation - Success story tag: Default From Chaos to Efficiency: The SysAid Copilot Transformation. Results 25% AI-contained tickets IT issues were resolved by the AI Chatbot or Emailbot without needing service requests or human intervention within 3 months of adoption. 35 tickets were resolved in 2 hours The implementation of SysAid Copilot enabled the IT team to close 35 tickets in just 2 hours. From 1 ticket in 8 hours to 3 tickets an hour A new team member increased resolution speed from 1 ticket in 8 hours to 3 tickets in just 3 weeks, with support from the AI Chatbot for Agents. Highlights CHALLENGES Scattered communication channels: Agents handled requests – low-value or critical – from multiple channels, including email, phone and WhatsApp. The lack of context for issues hindered task prioritization, and the absence of a structured tracking process resulted in missed tickets and delayed responses. Manual ticket categorization: Agents had to manually categorize each ticket and set various fields, diverting their attention from resolving the actual issue. Onboarding challenge: A lean IT team of two was managing over 100 ticket requests per day, making it difficult to allocate time for onboarding a new member and adding pressure to maintain productivity. SOLUTIONS GenAI-powered tools: SysAid Copilot empowers end users to resolve issues anytime with a 24/7 self-service portal and AI Emailbot. No longer dependent on IT staff availability, the AI Chatbot collects all necessary details and offers instant solutions. With AI Case Summarization, agents can quickly grasp the full context of a ticket by simply hovering over the description, eliminating the need to open each one. This streamlines ticket management, enabling agents to address issues more efficiently and respond faster. AI Categorization: Tickets are automatically categorized according to Isratech’s specific rules with the ability to adjust with a single click, allowing agents to focus on ticket resolution. AI Chatbot for Agents: AI Chatbot assists the new agent to navigate the new system, offers ticket insights and solutions, and automates the crafting of responses, ensuring standardized and clear communication to accelerate productivity. From Chaos to Efficiency: The SysAid Copilot Transformation AI-Driven Self-Service Success Before implementing SysAid Copilot, André and his team were swarmed in chaos, juggling ad-hoc requests through phone calls, walk-ins, and WhatsApp, in addition to traditional email support. Many requests involved users seeking basic guidance on software features, such as setting up email signatures, requesting password resets, and gaining access to software installations. Communication was fragmented, leading to overlooked issues and slow response times, while service desk agents frequently faced interruptions for urgent matters, disrupting their workflows.   With SysAid Copilot, the hassle-like support process has been completely transformed. Users can now independently resolve issues through the self-service portal and the AI Emailbot, which leverages data from past interactions and both internal and external documentation to automatically identify and resolve common issues.   As a result, 25% of all tickets are resolved without human intervention, empowering users to find solutions on their own while enabling agents to focus on more complex issues. André also utilized the AI Chatbot prompt setting to embed their IT support calendar link in the end-user chatbot, making the... - Published: 2024-10-01 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/tigerfeet-case-study - Success story industry: Professional Services/Consulting - Success story Region (ex. use case): Europe - Success story feature: Asset Management, Ticket Automation - Success story tag: Default SysAid was chosen because it offered a complete package that simply worked better than other options. Results 75% Improvement in Issue Resolution Time SysAid Spaces significantly enhanced the efficiency of Tiger Feet's IT operations, leading to a 75% faster resolution of issues. Streamlined Asset Management The implementation of SysAid's asset management system provided clear visibility and streamlined processes, improving both IT operations and end-user satisfaction. Increased Productivity and Communication The Ticket Journey feature and improved workflows boosted overall productivity and facilitated better team collaboration Highlights CHALLENGES Tiger Feet's IT department was overwhelmed by scattered emails and lost messages due to the lack of a centralized ticketing system. Managing assets was chaotic, relying on a messy Excel sheet and post-it notes, especially with remote team members. The Product Data team struggled with incorrect item data, such as wrong weights and miscategorized items. SOLUTIONS SysAid provided a centralized ticketing system, integrating incident handling, change requests, and problem management. The asset management system offered clear visibility, allowing easy tracking of equipment and remote connections via TeamViewer. SysAid's comprehensive package addressed both IT and Product Data team challenges, improving data management and process efficiency. SysAid Spaces Transforms Tiger Feet's IT Landscape Customer Profile Tiger Feet has been a well-known name in the UK's market for greeting cards, party supplies, and gift items since 1984. Headquartered in Manchester, their operations span a network of eight warehouses across the UK. Recently, they rebranded to broaden their product range and make shopping easier both online and in-store. The Role of IT Luke Scott, an IT Support Analyst at Tiger Feet plays a vital role in ensuring smooth operations. From fixing printer issues to maintaining stable WiFi, he ensures the company’s daily tasks run without a hitch. Challenges Before Adopting SysAid Before implementing SysAid, Tiger Feet's IT department was overwhelmed by scattered emails and lost messages due to the lack of a centralized ticketing system. This disorganization hindered productivity and caused frustration among the team. To streamline their IT processes, a more efficient solution was essential. Choosing SysAid "SysAid was chosen because it offered a complete package that simply worked better than other options," said Luke. SysAid became their go-to for handling incidents, change requests, problem management, project management, and more. The integrated asset management, service desk automation (escalation, routing, notifications), priority matrix, and self-service portal—accessible via Microsoft Teams—transformed their processes. The Product Data team at Tiger Feet also decided to implement SysAid, as they faced challenges like managing incorrect item data (e. g. , wrong weights, items incorrectly categorized, and so on). SysAid proved to be an excellent solution for both the IT and Product Data team. SysAid for Asset Management Before we started using SysAid, managing assets at Tiger Feet was a headache. We were keeping track of everything in our heads, using a messy Excel sheet for some items, and even relying on post-it notes for records. One of our biggest struggles was figuring out who had what assets, especially with so many team members working remotely. Each person had different needs, which made it tricky to distribute equipment. But then SysAid’s asset management system came along and changed everything. It finally gave... - Published: 2024-08-28 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/queens-university-case-study - Success story industry: Education - Success story Region (ex. use case): North America - Success story feature: Moving to Cloud, Self Service, SysAid for Teams, Ticket Automation - Success story tag: Default More user friendly and more robust, SysAid was the obvious choice in a complex IT ecosystem that supports the educational mission of Queen’s University Results 25% Higher ranking for SysAid over any other competing ITSM vendor. 4 Months after implementation, results already showing reduction of 8 tech hours a week 380 Hours saved per year due to automation of contract renewals in the CMDB. Highlights CHALLENGES Previous ITSM tool could not keep up with the growing demands and technical complexity of IT service requests. The CMDB was not as robust as necessary, lacking directionality and the ability to manage an increasingly complex ecosystem. Asset management was cumbersome, time-consuming, and frustrating. SOLUTIONS Automation incorporated across the service delivery journey, creating a smart ITSM that takes many tasks off the IT team’s plate and empowers end users. Workflow Designer with drag-and-drop functionality, end-to-end visibility, codeless customization, and time-saving automations for greater responsiveness to changing organizational needs. SysAid for Teams dramatically simplifies interactions between the IT team and university staff through tight integration with Microsoft Teams. Queen's University Graduating to Smarter ITSM at One of Canada's Leading Research Universities More user friendly and more robust, SysAid was the obvious choice in a complex IT ecosystem that supports the educational mission of Queen’s University. About Queen's University Queen's University is a public research university in Kingston, Ontario, Canada. It is one of the nation’s leading research-intensive universities, with a fully integrated network of six libraries and several outstanding museums and arts facilities. Established as Queen's College in 1841, the institution currently has eight departments and schools. At the Faculty of Engineering and Applied Science, an eight-person IT team supports approximately 4,700 undergrad and graduate students, 150 staff and 125 faculty. Putting All the Pieces Together From workflow design to integration with Microsoft Teams, Queen’s University is streamlining IT processes and interactions thanks to SysAid. Service Automation and smart ITSM is enhancing every aspect of service delivery, with robust self-service, ticket triage, asset management, and much more.   “From workflow design to integration with Microsoft Teams, Queen’s University is streamlining IT processes and interactions thanks to SysAid. Service Automation and smart ITSM is enhancing every aspect of service delivery, with robust self-service, ticket triage, asset management, and much more. ” Paul Hiles, Associate Director, IT The Faculty of Engineering and Applied Science at Queen’s University The Clear Choice  Having outgrown their service desk technology, the IT team leadership at Queen’s University Faculty of Engineering and Applied Science looked at four leading ITSM vendors as possible alternatives. As a publicly funded institution, the university was required to provide a detailed assessment for any large procurement.   The IT team ranked SysAid 25% higher than the competition for meeting current service management needs and providing features that support ongoing growth.   Overall, according to Paul Hiles, Associate Director, IT, the Faculty of Engineering and Applied Science at Queen’s University, “SysAid stands out in how it delivers all the pieces together, not only the ITIL aspects, but also their interconnections and peripherals. The product is just more friendly and more robust. ”  In addition, the SysAid implementation “went swimmingly well,” Paul noted, adding, “I'm pleased with the amount of communication and the level of... - Published: 2024-08-28 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/north-york-general-hospital-case-study - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: Asset Management, Enterprise Service Management, Incident Management, Knowledge Base, Reporting, Requests Management, Self Service, Self Service Automation, SLA, SysAid for Teams, Ticket Automation, Workflow Automation - Success story tag: Default A proactive IS approach supported by SysAid saves North York General Hospital over CA$230,000 and returns 6,600 staff hours to patient care every year. Results From Incident Resolution to Proactive Maintenance. Shifted 20% of the IT workforce from incident resolution to proactive maintenance. Reduced Tickets Volume by 23% Preventive maintenance reduced the number of tickets by 23% and saved CA$230,000. Freed 6,600 hours Freed 6,600 hours for hospital staff to devote to patient care. Highlights CHALLENGES A digital transformation journey tripled the number of digital devices in use in six years, while the size of the support staff stayed the same. Help desk service level compliance rates dropped from 90% to less than 60%. Technology intended to improve patient care was making it more frustrating for end users. SOLUTIONS Introduced a more customer-centric, proactive approach, without the need to hire new staff or buy new technology. Innovated a Walk-In Support Center, providing one-to-one support for end-users. Developed preventive maintenance, using SysAid’s built-in IT asset management, with regular “check-ups” of all e-care devices and other digital assets. North York General Hospital  About North York General Hospital  North York General Hospital (NYGH) is one of Canada's leading community academic hospitals, with a wide range of acute care, ambulatory, and long-term care services across multiple sites. NYGH is a leader in patient- and family-centered care, with one of the largest Family and Community Medicine programs in Canada and over 195 active family physicians, serving over 400,000 people. The hospital also partners with 36 different academic institutions to prepare future physicians, nurses, and other healthcare professionals. Newsweek ranked North York General Hospital the #2 hospital in Canada and one of the top 100 hospitals in the world. Reexamining the service model  North York General Hospital’s Information Services (IS) department embarked on its digital health journey in early 2000. As it advanced, the sheer breadth of new applications and computing devices increased dramatically, as did the demands on the IS teams. While the number of devices tripled in about six years, the IS staff size did not. The same employees were busy with implementing, and then troubleshooting, each new device. The struggle to do more with the same level of resources led the Information Services Help Desk’s service level (SLA) compliance rates to drop from 90% to less than 60% by 2014. Hospital end users – doctors, nurses, and other healthcare professionals – had to wait much longer for IS support. As a result, the technology designed to improve patient care was taking providers away from the bedside and end users were increasingly frustrated.   With hard data on the SLA issues, evident from the amount and length of open tickets, then Manager of Information Services Chi-Cheng Chu, realized that he needed an additional 25% headcount to meet the demand. However, the budget for additional employees was not yet available. Instead, he had to find a solution that would drive up efficiency within the constraints of the current IS team. To meet that challenge, Chu decided to implement the ITIL methodology, which included training and certification for the entire IS Helpdesk Support team. In addition, the IS team applied the “Shift Left” approach, which focuses on empowering end users to help... - Published: 2024-08-26 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/st-george - Success story industry: Municipalities - Success story Region (ex. use case): North America - Success story feature: Asset Management, Change Management, ESM, Incident Management, Knowledge Base, SLA, Ticket Automation, Workflow Automation - Success story tag: Default Rapid growth, a patchwork of assets, and limited resources created complex IT service management challenges for St. George administrators. With SysAid. Results Reduced Onboarding Time to 2 Hours from a previous 3-day process, thanks to SysAid’s automated workflows. 20% Reduction in MTTR since adopting SysAid Copilot. 95. 3% Patch Compliance in routine software updates across thousands of devices. Highlights CHALLENGES Limited resources and high staff turnover made it vital to automate workflows, asset management, and repetitive tasks. Resistance to AI adoption slowed digital transformation across departments. Manual patch management for thousands of devices drained resources and consumed technician time. Strict compliance needs for sensitive data were hard to meet with other solutions. SOLUTIONS SysAid’s automation slashed manual workloads, enabling scalability without extra staff. Tailored training and support empowered confident adoption of SysAid Copilot. Automated patch management boosted compliance to 95. 3%, freeing the team to focus on a handful of devices instead of thousands. Secure asset management across 13 departments ensured compliance and streamlined data handling. St. George Progress Since Initial Implementation Last year marked a turning point for St. George’s IT team as they deployed SysAid Copilot, paving the way for this year’s focus on refining workflows and boosting Asset Management. One standout achievement has been significantly reducing onboarding time for new employees. Previously, the process involved emails to coordinate requests and approvals, with equipment requests taking up to 3 days. Now, thanks to automation, it only takes 2–4 hours. Considering the city hires about five new employees every other week, this improvement has been a game-changer, saving the IT team valuable time and resources.   “SysAid’s automation turned a 3-day onboarding process into just 2-4 hours. Now, I don’t even need to touch it. ” - Jeffrey A. Brown, Customer Support Manager, Technology Division SysAid has empowered the IT team to align more closely with the city’s broader technology and operational goals. Asset management, service desk automation, and workflows are now integral to daily operations, and leadership has noted the time and resource savings achieved since adopting SysAid Copilot. Essential SysAid Features That Power St. George's Success SysAid’s service desk automation has streamlined ticket routing, notifications, and escalations, enabling faster resolutions and reducing the workload on IT technicians. With ticket volume rising from 150 to 400 per month, SysAid’s detailed dashboard reporting not only highlights savings through generative AI and automation but also proves the need for increased IT resources. SysAid’s implementation support has been critical to St. George’s successful rollout. The IT team was able to rely on SysAid for guidance, particularly on AI-driven features, to address the city’s unique needs. The commitment of SysAid’s customer care team during new product rollouts, has enabled the city’s IT team to focus on strategic outcomes without being held back by technical roadblocks. “SysAid’s workflows and asset management have completely transformed how we budget and ensure compliance across 13 departments. We now have full visibility into assets, including upcoming replacements, so we can accurately plan our fixed annual budget in advance. ” - Jeffrey A. Brown, Customer Support Manager, Technology Division Future Vision for Generative AI and Service Management St. George plans to increase generative AI adoption across its IT services, moving beyond... - Published: 2024-08-22 - Modified: 2025-06-08 - URL: https://www.sysaid.com/customers/mission-health-services-case-study - Success story industry: Healthcare - Success story Region (ex. use case): North America - Success story feature: Moving to Cloud, Self Service, SysAid for Teams, Ticket Automation - Success story tag: Default Successful migration to Cloud helped Mission Health Services drop their MTTR by 10%, save 10-15 minutes per ticket and close 3/4 of tickets the same day. Results MTTR Dropped by 10% Mission Health Services’ MTTR has been lowered by 10% since migrating to the Cloud since they can now focus on their tickets rather than on administration. 10-15 Minutes Saved Migrating to the Cloud saved Mission Health Services’ 10-15 minutes on each ticket! 75% Tickets Closed on the Same Day Three-quarters of tickets are now closed on the same day, whereas only 1/8 of the tickets used to be closed on the same day. Highlights CHALLENGES Mission Health Services was unable to access the helpdesk/systems without being on the VPN, which was a huge pain for the IT department. The C-Suite needed convincing that the migration would be a smart financial so Hughes compared hidden costs and the overall cost of migration. Mission Health Services needed to make sure it adhered to HIPAA compliance standards and safeguarded the safety of its patients’ data. SOLUTIONS By migrating to the Cloud, Mission Health Services now enjoys consistent, automatic SysAid version updates and seamless integration of new features. Mission Health Services is now able to save on on-prem costs and maintenance resources, including warranties, subscriptions, updates, backups, maintenance, etc. Cloud data is more secure due to the physical security, data encryption, access control, and security monitoring measures taken by AWS, guaranteeing the IT system is compliant with the latest industry regulations. Mission Health Services Cloud Bound Mission Health Services Cloud Bound Mission Health Services Cloud Bound Limited sources, budget concerns, and apprehensiveness regarding the safety of their patients’ data created complex IT service challenges for the administrators at Mission Health Services. Migrating to the Cloud with SysAid saved the organization 10-15 minutes on each ticket, thus reducing the time it took to resolve issues (MTTR). As a non-profit, the organization is now able to simply log in, get to work, and scale up as it grows, saving the IT department precious time to tackle its core tasks. Furthermore, not only do they now save money, but their budget has grown having saved on underused hardware and the costs of maintaining it. A Major Shift When Hugles joined Mission Health Services, they used a home-grown solution. It heavily relied on Outlook integration with Helpdesk, meaning creating a single ticket could take 10-15 minutes. He first introduced SysAid on-prem to the organization, and in less than two years moved to the Cloud. According to Hughes, “the migration process was really quick. We had someone from SysAid there every step of the way making sure that the process would run smoothly. ” By migrating to the Cloud, Mission Health Services was able to lower MTTR by 10% and save up to 10-15 minutes on each ticket. With their on-prem system, Mission Health Services wasn’t able to access the helpdesk/systems without being on the VPN, which was a huge pain for Hughes and his team. “With the Cloud, it was easily fixable, and SysAid would manage it all! ” Hughes says. “Time savings for us, and less security infrastructure worry! ” About Mission Health Services  Mission Health Services is a community-based non-profit organization providing services... ## Glossaries - Published: 2025-10-09 - Modified: 2025-10-09 - URL: https://www.sysaid.com/glossary/it-governance - Glossary Categories: AI and Service Management Learn how to operationalize IT governance within your service management strategy. Discover how SysAid supports policy enforcement and IT accountability. { "@context": "https://schema. org", "@type": "FAQPage", "mainEntity": } ## Marketplaces ## Competitors - Published: 2025-04-27 - Modified: 2025-04-27 - URL: https://www.sysaid.com/compare-service-desk/service-now Frustrated with the product complexity and lack of support you’re getting? This content is password protected. To view it please enter your password below: Password: ## Newsletters - Published: 2026-07-09 - Modified: 2026-07-09 - URL: https://www.sysaid.com/company/newsletter/july-2026   Welcome to SysAid’s July product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events.             Expand SaaS visibility with Browser Extension Discovery     Most SaaS spend leakage sits in apps IT doesn't know exist — the AI tools, freemium apps, and departmental purchases that never touch Entra ID. Browser Extension Application Discovery in License Manager Advanced detects every web app opened in Chrome and Edge, tracks who's using it and how often, and adds it straight to your License Manager inventory. Join the beta as a design partner to get early access.     Book a meeting             A cleaner, modernized SysAid Spaces experience     SysAid Spaces is getting a modernized look and feel with redesigned navigation and updated page layouts across grids, lists, settings, and more. Your team gets a cleaner, more consistent experience with easier access to key actions, more logical page layouts, and refreshed visuals throughout. All existing functionality remains available.     Learn more             Prioritize your service records with weights     Add weights to service records to help with prioritization. Click a button to view the Weights column in the Service Desk queue and move the highest priority tickets to the top of the queue. In-line editing allows Weights to easily be updated directly in the queue. The weight field is also visible in the Service Record and can be modified there as well.     Learn more             The IT divide: what’s separating the teams pulling ahead in 2026 Discover what sets thriving teams apart in the age of AI. Sign up   SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live! Sign up     SysAid Copilot advanced deep dive workshop Master dataset setup, monitoring, and fine-tuning your AI-powered service desk. Sign up   AI Admin Certification Program Become an AI expert with a 3-level program focused on generative AI and agentic AI core concepts. Sign up     AI Agents Lab Get hands-on with AI agents. Explore, customize, and build with an easy to follow-along experience. Sign up     - Published: 2026-05-18 - Modified: 2026-05-18 - URL: https://www.sysaid.com/company/newsletter/may-2026   Welcome to SysAid’s May product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events.             Discover, test, and launch with AI Agent Center     Explore a centralized catalog of specialized AI agents across areas like security, asset management, access control, and more with the new AI Agent Center. AI admins can easily test capabilities, manage access, and gain visibility into adoption with usage insights such as tasks handled and service records resolved by AI agents.     Learn more             CI Barcode Scanner, AI Agents in the mobile app and more     This month supporting your team in the field just got easier. Leverage the CI Barcode Scanner to scan CIs individually or in bulk. Run all the same AI Agents you use on SysAid desktop in mobile. Easily search and filter assets, and edit tickets assets and CIs straight from the SysAid mobile app. Download the app to do more on the go!     Download app             Accelerate contract setup with CSV upload in License Manager Essentials     Simplify contract setup with the new bulk contract import capability in License Manager Essentials. Admins can now use a CSV template to upload, validate, and create multiple contracts in a single action, eliminating the need to enter each contract manually and speeding up the contracts management activation process.     Learn more             Unlock instant insights with License Manager data in AI Chatbot     License Manager is now fully integrated into the AI Chatbot, enabling admins to get instant answers on contracts and SaaS applications across the platform, right from the service desk or within License Manager. Tap into prebuilt AI agents to quickly uncover insights on usage, activity, and costs, or create custom AI agents to explore and act on what matters most to your organization.             SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live! Sign up   SysAid Copilot advanced deep dive workshop Master dataset setup, monitoring, and fine-tuning your AI-powered service desk. Sign up     AI Admin Certification Program Become an AI expert with a 3-level program focused on generative AI and agentic AI core concepts. Sign up   AI Agents Lab Get hands-on with AI agents. Explore, customize, and build with an easy to follow-along experience. Sign up   - Published: 2026-04-20 - Modified: 2026-04-20 - URL: https://www.sysaid.com/company/newsletter/april-2026   Welcome to SysAid’s April product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events.             ESM is available for early access     Our Early Access customers have started implementing our new ESM - offering secure, data segregated spaces for business departments. If your HR, finance, or facilities teams are looking for an AI-powered service solution that is unified with your ITSM, let us know. Just keep in mind that it is still in development, with improvements and great things still on the way.     Request ESM early access             Change ticket template     Easily update the ticket template directly from within the ticket - ensuring it has the correct fields and follows the workflow designed to move the ticket along to resolution.     Learn more             Export service records     Export your service records to a CSV file from your cloud Service Desk. This is one of your most requested updates, and we’re happy to let you know that it will be available next week!     Learn more             Link contracts to applications for accurate, unified data in License Manager Advanced     Automated contract linking connects your contracts and applications, automatically syncing key data like total cost and license count. It eliminates duplicate data entry, reduces setup effort, and ensures your data stays accurate over time.     Learn more             AI Agent Builder now on Claude Opus 4. 6     Claude Opus 4. 6, Anthropic’s latest and smartest large language model, is now driving the code generation in AI Agent Builder. Build AI agents with greater accuracy, stronger logic, less rework, higher quality code, and an improved overall building experience Log in to SysAid and test it out in the AI Agent Builder chatbot.     Join the all new SysAid community on Discord     Connecting with other SysAid users and the SysAid team in real time just got easier! Join our new community for: Quick answers from people who've been there, and the SysAid team A place to share what's working for you and learn from others First look at SysAid Academy and new features as they roll out Direct line to give feedback on what we're building Real conversations about ITSM challenges and solutions And more...     Join the community             Join SysAid Customer Reference Program Join our Customer Reference Program to share your SysAid experience and help others—on your terms, with flexible ways to participate. Save your spot   The Cindy Show - Hands on workshop Guided, hands-on setup of live chat, category configuration, and updating your translation file. Save your spot     License Manager Webinar See how teams uncover unused licenses and reduce SaaS waste with usage insights. Join us   SysAid Copilot advanced deep dive workshop Master dataset setup, monitoring, and... - Published: 2026-03-05 - Modified: 2026-03-05 - URL: https://www.sysaid.com/company/newsletter/march-2026   Welcome to SysAid’s March product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events.             New Splashtop partnership for best-in-class remote support     Upgrade your Service Desk with a secure, easy to use, robust remote support solution that’s affordable. Splashtop is now integrated with SysAid so you can open a remote session directly from a ticket or chat and gain access with just one click.     Learn more             Make smarter license decisions with user-level visibility in License Manager Advanced     The user-level utilization insights view gives you more in-depth visibility into application utilization. See who is using each discovered app, identify inactive users, check last usage dates, and understand activity levels to help monitor usage, optimize license allocation, and reduce unnecessary spend.     Learn more             See your top software applications and usage in minutes     Wonder which applications are actually being used across your organization? Concerned about unused licenses, shadow IT, and wasted spend? Explore License Manager Advanced with a self-service trial for users with an existing Entra ID integration, and see detailed usage insights in minutes. Visit your account to request access!             Connect SysAid natively in Workato     SysAid is now available as a public connector in the Workato marketplace. Easily discover SysAid and install the connector directly from Workato that enables building integrations within your existing Workato environment.     Learn more             Lightning-fast execution for your incidents     ilert complements SysAid by bridging the gap between intelligent ticket management and high-urgency incident response. This integration creates a unified workflow that pairs the predictive power of AI with the lightning-fast execution required during a service disruption.     Learn more             You asked for UX improvements and we listened     Your Service Desk is now easier to navigate with new gridlines, hover & selected row highlights, and uniform tables throughout. Visit your service desk to check it out!             Choose which fields are required to close a ticket     Give your admins full control over the resolution panel. With custom mandatory fields by service record type, you now collect only what matters, enforcing critical data for audits and reports, without forcing admins to fill in details that aren’t required.     Learn more             View Assignee and Group separately     Easily switch between a consolidated Assigned to view or a split view with separate Assignee and Group columns in your queue and your tickets. With a single setting, decide how to focus, organize, and manage your queue.     Learn more             Be the first to try our new AI Enterprise Service Management solution     Would you like to set up secure, data segregated service spaces for... - Published: 2026-01-27 - Modified: 2026-01-27 - URL: https://www.sysaid.com/company/newsletter/january-2026   Welcome to SysAid’s January product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events.             Boost focus with the new Journey Collapse Button     A new update to the ticket interface gives you more control over your workspace by letting you collapse the Journey panel and expand the ticket view. With more horizontal space and less visual clutter, it’s easier to focus on viewing and editing ticket details. Just toggle the layout with a single click whenever you need a wider, clearer view. Check it out next time you’re viewing a ticket!             Improve AI quality with an upgraded Monitor & Fine-Tune experience     The enhanced Monitor & Fine-Tune screen gives you a clear, actionable view of what needs attention. While Flagged and Guardrails Violations views highlight low-quality and out-of-scope queries, helping you pinpoint Data Pool gaps and refine guardrails. Finally, the new CSV export capability supports ongoing monitoring and continuous AI quality improvement.     Learn more             Run everyday Microsoft 365 operations with prebuilt AI Agents     From onboarding and offboarding to MFA resets, license management, and self-service security updates, these AI agents handle common IT actions for you. New AI agents now ready for use in your Agent Chatbot, include: Microsoft 365 - MFA Reset & Force Re-registration Microsoft 365 - License subscription manager Microsoft 365 - Provision Account Microsoft 365 - Deprovision Account Self-Service - Microsoft 365 - Update Security Info     Learn more             Customize your view with advanced queue column sorting     You can now sort your queue by one column or multiple sub-sorted columns. Sort by status, priority and due date to ensure everything urgent is moving as planned.     Learn more             SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live! Sign up   SysAid Copilot advanced deep dive workshop Master dataset setup, monitoring, and fine-tuning your AI-powered service desk. Sign up     AI Admin Certification Program Become an AI expert with a 3-level program focused on generative AI and agentic AI core concepts. Sign up   AI Agents Lab Get hands-on with AI agents. Explore, customize, and build with an easy to follow-along experience. Sign up   - Published: 2025-12-22 - Modified: 2025-12-22 - URL: https://www.sysaid.com/company/newsletter/december-2025   Welcome to SysAid’s December product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events.             AI-enriched application insights & manual application entry in License Manager Advanced     Get a quick overview of key app details, including product description, software category, compliance certifications, and direct links to learn more. And alongside your automatically discovered applications, manually add others to track everything together in a single, unified view.     Book a demo             Make the AI chatbot your default self-service experience     Rolling out this week, drive higher user satisfaction and faster resolution times, by setting the AI Chatbot as the default self-service entry point for your organization. This AI-first approach helps deflect repetitive tickets, and improve IT team KPI performance.     Learn more             Conversational queue filtering     Filter your queue through conversation. This new AI filter interprets what you mean, applies the right filters on your behalf, and instantly surfaces what matters most — eliminating the need to click through columns or set up rules.     Watch "how to” video             Enhanced menu bar for easier service desk navigation     A new menu bar makes navigation smoother and more intuitive, supporting easy movement between your main workspaces with fewer clicks. Visit your account to check it out now!             Edit and tailor workflows for any service record     Workflows just became more flexible. You can now add, delete, or modify action items directly on a specific service record - without changing the original workflow template. So, core workflows remain standard, while providing you with the control to tailor them as needed for specific use cases.     Learn more             The IT admin’s guide to workflow automation Transform time-consuming IT tickets into powerful, automated workflows that run themselves. Register here   SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live! Sign up     SysAid Copilot advanced deep dive workshop Master dataset setup, monitoring, and fine-tuning your AI-powered service desk. Sign up   AI Admin Certification Program Become an AI expert with a 3-level program focused on generative AI and agentic AI core concepts. Sign up     AI Agents Lab Get hands-on with AI agents. Explore, customize, and build with an easy to follow-along experience. Sign up     - Published: 2025-11-27 - Modified: 2025-12-22 - URL: https://www.sysaid.com/company/newsletter/november-2025   Welcome to SysAid’s November product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events.             Automated application discovery, key usage statistics and more with License Manager Advanced     Gain control and visibility over license usage, discover shadow IT, ensure proper governance and data security, and identify opportunities to improve cost efficiency with AI software discovery. Now available in SysAid Cloud.     Book a demo             Smarter and faster AI agent creation with the enhanced AI Agent Builder     Creating AI agents just got easier. Powered by Sonnet 4. 5, AI Agent Builder generates detailed implementation plans, retrieves relevant API documentation independently, resolves errors, and self-corrects when needed, making creating and implementing AI agents simpler than ever before.     Learn more             New prebuilt AI agents supercharge your day-to-day operations     Work smarter and faster with prebuilt AI agents designed to handle common IT and service activities on your behalf. New AI agents are added regularly, and now are ready to use in your Agent Chatbot, with the latest including: License Manager - Contracts Insights Microsoft - Change Alias Request Microsoft 365 - Manage Distribution List Membership Update Service Record Details Similar Incidents and Problems Summarize Highest Priority Service Records Splashtop Remote Session Creator     Explore now             See agentic ITSM progress with adoption and performance insights, in the new AI Agents Usage Dashboard     Get a clear view of how AI agents perform across your organization, with key metrics around execution trends and top-performing agents across channels. Identify which AI agents are used most and by whom, helping you understand your organization’s top needs and adoption trends.     Learn more             Get transparent, source-based answers with AI References     AI References make every chatbot response clearer and more trustworthy with data pool sources cited behind each answer. Once enabled, this option allows users to easily understand where the information originates and where to learn more directly from the source.     Learn more             Deliver more engaging self-service with suggested prompts in the End User Chatbot     Suggested prompts make it easier for users to get started and find what they need, positioning the chatbot as a natural first stop for support. By offering common questions and quick actions, it promotes a faster, more intuitive, and engaging self-service experience when compared to traditional portals. Try it now in the end user chatbot!             Stop manual errors and scale faster with programmatic CI control via the developer API     Automated dependency mapping, asset syncs, advanced integrations, and control over CMDB with newly added configuration item relations in the developer API. Prevent human error, and manage data programmatically at scale.     Learn more             Link to knowledge base... - Published: 2025-10-30 - Modified: 2025-10-30 - URL: https://www.sysaid.com/company/newsletter/october-2025   Welcome to the October edition of SysAid product updates! Check out the latest features, all in one place, to keep you up to date.             Introducing SysAid Connect – now available in Spaces     SysAid Connect is your new central hub for integrations, making it easier than ever to extend SysAid’s capabilities. With SysAid Connect, you can: Build automations and integrations, powered by Workato, the trusted no-code platform. Connect 1,000+ apps across IT, HR, Finance, and more Enable secure, scalable, seamless integrations—all from the SysAid interface Available in Spaces ITSM, SysAid Connect helps you get the most out of your platform.     Learn more             Search bars in Data Pool     Easily search for data items within each dataset, including service records, knowledge base articles, verified answers, documents, websites, SharePoint connection, and AI agents using dedicated search bars on every page.     Learn more             Microsoft Teams AI connection now available     Introducing a new AI connection with Microsoft Teams, extending the power of AI agents into the Teams environment where your users feel most at home. Use the AI Agent Builder to customize, schedule, and create agents in Teams tailored to your business needs.     Learn more             Introducing GPT-5 in SysAid Copilot AI chatbots     GPT-5, OpenAI’s newest large language model, is gradually rolling out in both the AI Chatbots for Agents and End Users to help you get the best answers for your questions. Log in to SysAid and open the AI Chatbots to try it now.             What’s new in Spaces?     Add action items to workflows     Team members with the Manage Workflows permission can add ad hoc action items directly within service records by clicking the “+” sign in the add action item bar. They can then choose which action item to add from the full list of available items.     See how             Our latest UX improvements     Knowledge base UI enhancement     The knowledge base now features a modern design with a cleaner layout and easier navigation. Finding articles and creating or uploading content is faster and more intuitive than ever before.             Email integration enhancement     The email integration screen has been redesigned to boost ease of use. The new layout simplifies the setup process for incoming and outgoing mailboxes, making it easier to configure and manage email connections.             Login image customization     Personalize your login experience. You can now upload a custom image for your login screen through the account appearance settings.     Learn more             SMART’25 Annual Customer Conference Join us for practical workshops, real-world use cases, and step-by-step walkthroughs built to help you be more successful with SysAid. Register now   SMART’25 Awards Get recognized for the incredible... - Published: 2025-10-30 - Modified: 2025-10-30 - URL: https://www.sysaid.com/company/newsletter/september-2025   Welcome to the September edition of SysAid Product Updates! Check out the latest features all in one place, to keep you up to date.             License Manager     We’re excited to announce the launch of License Manager, now built directly into SysAid. This new capability gives you a centralized dashboard to upload, track, and manage all your software contracts in one place. By keeping license data accurate and accessible, you can streamline day-to-day operations and stay in full control. *License Manager is available exclusively in SysAid Spaces. By moving from Classic to Spaces, your team can unlock License Manager.     Learn more             Suggested prompts     The Agent Chatbot now displays suggested prompts when you open a new chat, tailored to your page, role, and permissions. These include helpful queries for exploring features, accessing documentation, and triggering relevant AI Agents to help you get the most out of SysAid Copilot Log in to SysAid and open the Agent chatbot to try for yourself.             Bulk actions for document dataset     Select and upload or delete multiple files at once to keep your documents in Data Pool up to date with ease.     Learn more             Auto and on-demand sync for SharePoint dataset     Keep your SharePoint dataset in the Data Pool always up to date with auto-sync every 10 minutes, or enjoy the flexibility to sync on demand with a single click, ensuring your information stays accurate and current.     Learn more             Dynamic due dates     Ensure accurate SLA tracking and reduce administrative overhead with all new Dynamic Due Dates. With Dynamic Due Dates ensure paused ticket statuses like Awaiting User Response or On Hold are no longer automatically escalated as SLA breaches, and conversions between incidents and requests are handled seamlessly.     Learn more             Import Relational & Multi-Select Lists from CSV     Managing your CMDB is easier than ever with our enhanced CSV Import for CI entities. Admins can now import all field types, including relational and multi-select lists, directly from CSV files. The system validates data, logs errors clearly, supports unique identifiers, and handles delimiters and special characters, saving hours of manual updates.     Learn more             What’s new in Spaces?     Default attachments in templates     The new Default Attachments feature lets admins add documents, images, or PDFs directly to templates. These files are automatically included whenever the template is used, making them immediately available to users and reducing repetitive manual uploads.     Learn more             Admin announcements     The internal messaging center allows you to send messages instantly to all or selected administrators within the system. Critical updates, such as system changes, outages, or priority tickets, are delivered immediately, improving coordination, reducing downtime, and enabling faster incident response without relying... - Published: 2025-08-28 - Modified: 2025-08-28 - URL: https://www.sysaid.com/company/newsletter/august-2025   Summer may be winding down, but we’re just heating up—with big updates designed to make your service desk smarter, faster, and more connected. Here’s what’s new this month:             AI Agents Scheduler     Run AI agents on a recurring schedule you define. Create and manage scheduled tasks directly in the Builder chatbot for seamless automation. Keep operations running behind the scenes and let your AI agents handle the work even when you’re off. Available with AI Agent Builder access - chat with us to unlock it!     Learn more             Asset endpoints now available in the developers API!     With this release, IT teams can now manage their hardware inventories programmatically—unlocking faster, smarter, and more automated workflows. From onboarding and offboarding to asset syncing and custom processes, these new capabilities save valuable time and reduce manual effort. This marks the next step in expanding our API scope, as we continue to add more entities to support your automation needs. What’s included in this release: Create a new asset Get asset by ID Update an asset Delete an asset             Explore the new SysAid integrations Beta     We’re taking SysAid connectivity to the next level! With our enhanced integrations via Workato, you can now streamline IT workflows across even more business systems — all without writing a single line of code. Connect SysAid seamlessly to areas like: Network Monitoring Project Management & Product Development HR & People Operations Knowledge Management Remote Support Tools Early access to the beta gives you: Expanded automation opportunities Quicker, drag-and-drop workflow setup Enterprise-grade security with zero custom coding Curious if you’re eligible for early access?     Fill out this quick form             On-demand SysAid Copilot guided workshop A quick walkthrough of the steps to activate SysAid Copilot in Spaces. Watch now   Agentic AI at work webinar See how Temco Logistics ends 200 daily password resets with AI. Sign up     AI admin certification program Start your AI journey with our ITSM certification. Sign up   SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live! Sign up     AI agents lab Get hands-on with AI Agents - explore, customize, and test them in real time. Sign up   Power Hour Join this hands-on session on how to master SysAid's Self-Service Portal. Get started   - Published: 2025-07-31 - Modified: 2025-07-31 - URL: https://www.sysaid.com/company/newsletter/july-2025   Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon - all in one place.             Introducing webhooks in SysAid developers: get real-time updates instantly     We’re excited to introduce Webhooks — now available in SysAid Developers. With webhooks, you can receive real-time updates about key events in your SysAid account, like when a Service Record is created or updated. No more polling the API — just set up a webhook and get notified the moment something changes. What can you do with webhooks? Trigger custom workflows in your system Sync data across platforms in real time Stay informed without constantly checking for updates The initial release of webhooks supports Service Records. Future updates will add support for additional entities. To learn more, see our Webhooks Overview guide and start building smarter with SysAid!     Learn more             Add your changes from SysAid to your calendar     You can now add events from Change SRs to your SysAid calendar, and sync them to your Outlook or Google Calendar. Configure multiple change management groups and keep them updated on important events.     Learn more             What’s new in Spaces?     Page size selector     The queue now includes a Page Size dropdown—choose to view 10 or 25 tickets per page. This helps reduce information overload, improves performance for larger queues, and supports smoother navigation for power users.             WhatsApp support is now available for Gold VIP Customers     We’ve made it even easier for our Gold VIP customers to reach Customer Care — introducing WhatsApp support! Now you can contact us anytime, anywhere by messaging +1 (646) 432-0755 — no login needed. Quick, familiar mobile experience Real-time help on the go Available to Gold VIP SLA Agreements and eligible paid accounts Get the support you need, right from your phone.     Contact us             AI admin certification program Start your AI journey with our ITSM certification. Sign up   SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live! Sign up     AI agents lab Get hands-on with AI Agents—explore, customize, and test them in real time. Sign up   Power Hour: From AI agents to Agent Builder Join the interactive session on August 13 to explore SysAid’s latest AI features. Get started   - Published: 2025-07-02 - Modified: 2025-07-02 - URL: https://www.sysaid.com/company/newsletter/june-2025   Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one place.             AI agents monitoring screen     Track every AI agent, review who triggered what, where it ran, and if it succeeded. Spot issues and verify results instantly at a glance.     Learn more             Enhanced SysAid Copilot usage dashboard – now with deeper insights     We’ve expanded the SysAid Copilot Usage Dashboard with new metrics that offer even more visibility into how AI is driving efficiency in your service desk. New insights include: Unique users utilizing AI Average quality rate DataPool coverage Self-service rate AI Service Records by engagement type and closing time All metrics can now be filtered by Admin Group and/or Category, giving you more control over how you view adoption and impact.     Learn more             Introducing SysAid integrations 2. 0 – apply for the Beta     We’re expanding the way you integrate SysAid — with Workato, a no-code automation platform that brings unmatched flexibility and scale to your IT workflows. Now, you can effortlessly connect SysAid to a wider range of business systems across departments like: Network Monitoring Project Management & Product Development HR & People Operations Knowledge Management Remote Support Tools All with drag-and-drop simplicity and enterprise-grade security. This beta program gives you early access to: Greater automation potential Faster workflow creation Seamless integration — all without custom development Want to see if you qualify?     Fill out this quick form             What’s New in Spaces?     Agents can now adjust templates — without breaking the link     You can now allow your team to manually change a service record template without affecting the selected category. Simply enable the “Allow Agents to manually change service record templates” option in the Service Record Templates settings.     Learn more             AI admin certification Program Start your AI journey with our ITSM certification. Register now   SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live! Sign up     New: AI agents lab Get hands-on with AI Agents—explore, customize, and test them in real time. Sign up   Asset visibility hands-on workshop Get hands-on with SysAid’s asset management tools—discover, track, and manage it all. Sign up   - Published: 2025-06-09 - Modified: 2025-06-09 - URL: https://www.sysaid.com/company/newsletter/april-2025   Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one place.             New Prebuilt AI Agents & Connections Now Available!     We’re continuing to expand your AI agents library! This release introduces a new wave of prebuilt AI agents to help you get even more value from your AI chatbots—each addition is designed to enrich your agentic AI and SysAid Copilot experience: Salesforce API Connection Salesforce - Get Account Information Microsoft License Management API Microsoft 365 - Assign License Microsoft 365 - Get Licenses Microsoft 365 - Unassign License Microsoft Authenticator & BitLocker Graph API Connection Microsoft Authenticator - Get Method by ID Microsoft Authenticator - Get List of Authentication Methods Microsoft Authenticator - Delete Authentication Method BitLocker - Get List of Recovery Keys BitLocker - Get Recovery Key by ID HiBob HR API Connection HiBob HR - Get Employee Information Note: These new AI agents are created with new AI Connections that require a quick and easy setup to activate their associated prebuilt AI agents. Once configured, they’re ready to use in your AI chatbots!     Learn more             Be the First to Explore the New SysAid Developer Site (Beta)     We’re gearing up to launch the new SysAid Developer Site—your new hub for building, automating, and extending the power of SysAid. Whether you're looking to integrate with third-party tools, automate workflows, or create custom solutions, the Developer Site is designed to make it easier. As part of the beta, you'll get early access to our latest APIs, including: User API Service Record API Group APIs We’re looking for beta users to explore the site, try out the APIs, and share feedback to help shape what’s next.     Join the Beta Program             Call for Beta: Software License Management in SysAid     A new module is on the way to help you manage software licenses directly within SysAid—no more spreadsheets or manual tracking. With the upcoming Software License Management module, you’ll be able to: Automatically detect the apps in use across your organization Monitor license expirations and renewal dates Track and optimize software spend Use automation and AI to reduce manual effort and minimize service risks We’re currently inviting customers to preview the feature and share feedback as part of the design partner program. Want to learn more and join the program?     Schedule a call             AI Agents Corner     Detect Top Delayed SRs: Fighting ticket backlogs? Get all your tickets analyzed and ranked based on configurable criteria like creation date, priority, and assigned team, making it simple to prioritize the ones that need attention the most. Detect Recurring Issues: Detect Recurring Issues: Want to stay ahead of recurring problems? Get a highlight of patterns in service tickets to understand these issues, plan resources strategically, and enhance key areas for smoother operations. Analyze Workload Distribution: Need to balance workloads across your team?... - Published: 2025-06-09 - Modified: 2025-06-09 - URL: https://www.sysaid.com/company/newsletter/may-2025   Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one place.             Enhanced AI Chatbot Interface for End Users     We've made updates to the AI Chatbot to improve accessibility and usability: Mobile Browser Support: End users can now access the chatbot directly from their mobile browsers with a fully responsive experience. Refreshed Interface: A cleaner, more modern layout makes the chatbot easier to use across all devices.     Learn more             New AI Agents     Explore the latest AI agents, now available in the AI Agents Library and ready to use: Detect Problem from Incidents Create Problem with Related Incidents Add Note to Service Record Generate Wrap-up to SR Deep Research with Perplexity Microsoft 365 – Identify License Shortage     Learn more             What’s New in Spaces?     Limit Company Data     Ensure the security and privacy of your organization’s sensitive data by controlling user access. This functionality applies to service records, workflows, projects, tasks, and assets that are restricted to specific companies, safeguarding critical information at every level.     Learn more             Category-Driven Templates – Now with Greater Control     Admins can now manually change the service record template—even when a default is applied by category. Enable the "Allow Admins to manually change service record template" setting to handle exceptions without breaking the category-template link.     Learn more             New Custom Mention Notification     SysAdmins can now edit and customize the email sent when a user is mentioned in a note, using a new dedicated custom notification form.     Learn more             Start Your AI Certification - Level 1 Get to grips with SysAid Copilot and build foundational AI skills. Sign up   Advance Further with AI - Level 2 Cert Learn setup, rules & integrations. Level 1 required. Sign up     New: Level 3- Agentic AI CertificationUnderstand core concepts and practical applications. Learn how to deploy Agentic AI. Level 2 required. Sign up   Join a Hands-On SysAid Copilot Workshop Explore AI tools, cut ticket loads, and solve tasks live. Choose from 2 dates! Sign up     New: AI Agents Lab Get hands-on with AI Agents—explore, customize, and test them in real time. Sign up   Asset Visibility Hands-On Workshop Get hands-on with SysAid’s asset management tools—discover, track, and manage it all. Sign up   - Published: 2025-03-31 - Modified: 2025-03-31 - URL: https://www.sysaid.com/company/newsletter/march-2025   Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one place.             AI Agents     Over 40 ready-to-use SysAid AI agents are now available to enhance your SysAid Copilot experience. These prebuilt ITSM assistants take action to improve efficiency, such as balancing workloads to prevent bottlenecks, flagging expiring warranties, and detecting recurring issues to address root causes. Accessible via the Agent Chatbot, the AI Agents shortcuts provide a quick list of pre-configured agents to streamline tasks, freeing your IT team to focus on strategic priorities. The rollout is immediate for all SysAid Copilot customers.     Learn more             AI Agent Builder     Want to customize your own AI Agents? With our AI Agent Builder, you can create and tailor AI Agents to your business needs—using an intuitive, conversational experience with no coding required. Book a meeting with your account manager to learn more.     Learn more             SysAid Copilot Now Delivers Answers with Images     SysAid Copilot can now interpret documents with visuals. When end users ask questions, the chatbot responds with relevant images from those documents, providing smarter, more intuitive support. Whether it’s a step-by-step guide, a screenshot, or a diagram, you can now leverage images to deliver richer, more effective support.     Learn more             Agent Chatbot is Now Live in Classic     The Agent Chatbot is now live in Classic with AI Agents. Powered by agentic AI, it delivers ticket insights, suggests solutions, and drafts messages to help you resolve tasks more efficiently. Enable now or reach out to your Customer Success Manager for support.     Book a meeting             Advanced Discovery is Now Live     Our Advanced Discovery solution is now generally available! Gain complete asset visibility and enriched asset data to enhance your IT operations. Join our hands-on workshops to explore the solution in action.     Sign up             New - API Beta Program     We're opening a beta for new SysAid Connect APIs, covering Users & Service Records. These APIs are designed to enable you to integrate SysAid data with your other systems. We're seeking customers who plan to leverage this new capability. Interested in using these APIs for your use case? Schedule a time to learn more about the beta:     Book a call here             What’s New in Spaces?     Ticket Template: Drag & Drop Enhancements     We've improved the ticket template with a smoother drag-and-drop design, making it easier to customize fields. These updates simplify template management, reduce errors, and improve efficiency.             Fulfill Action Items     Now, when opening a ticket, users are taken directly to the next action item—no more searching through workflows. This streamlines large tickets with much less friction and speeds up resolution.... - Published: 2025-01-29 - Modified: 2025-01-29 - URL: https://www.sysaid.com/company/newsletter/january-2025   SysAid Product What's New? Monthly product releases straight to your inbox     JANUARY 2025     Hi there,Welcome to the latest SysAid Product Updates. We’ve gathered all the newest features to kick off your year with powerful updates and fresh opportunities. Dive in and see what’s new!             Chatbot Response Quality Score Upgrade     We’re committed to ensuring your chatbot delivers top-notch performance! Our robust quality score system analyzes various factors and removes any pleasantries to improve accuracy and response quality for a better overall experience. By analyzing key factors such as data accuracy, user satisfaction, and issue resolution rates, businesses can identify areas for improvement and ensure SysAid Copilot meets expectations.     Learn more             Be Part of Our Beta Program!     This tool is built to help you—whether or not you currently use Lansweeper—gain deeper insights into your IT environment. With this new offering, you can effortlessly scan and discover all assets across your network, giving you a broader view and up-to-date hardware and software data at your fingertips. Want to secure your spot in the beta program?     Let’s Talk             Setting Survey Answer Notifications     SysAid Surveys gather direct feedback from end-users, helping you pinpoint strengths, highlight areas for improvement, and address issues quickly. The Survey Answer Notifications feature keeps assignees updated, alerting them immediately to low scores that need action or high scores that deserve recognition.     Learn More             Spaces Experience Enhancements     The Jira Integration is now available in Spaces     The Jira integration allows you to sync information between Jira and SysAid to increase collaboration between IT and development teams and improve visibility and efficiency across departments. With the integration, you'll be able to: View Jira information in SysAid service records Generate Jira issues from SysAid service records Link existing Jira issues from SysAid service records Configure email and escalation rules to generate Jira issues Map fields and sync statuses between Jira and SysAid Set up multiple integration configurations to support multiple Jira projects You can connect existing Jira issues to the right service record or kick off a new one right from SysAid.     Learn more             Archive a Service Record     Keep your ticket queues clean and organized with new archiving options. Resolved tickets can be archived manually or using routing rules, with permissions ensuring only closed tickets can be moved. A dedicated "Archive" queue provides quick access to archived records, which remain locked for editing to maintain data integrity.     Learn more             Link Service Records for Streamlined Management     Users can now link Service Records to templates, tasks, and assets and create relationships between Service Records and other entities in SysAid that address a common or connected issue to help track and resolve issues more efficiently. This feature streamlines issue management with a unified view of... - Published: 2024-12-19 - Modified: 2024-12-19 - URL: https://www.sysaid.com/company/newsletter/december-2024   Hi there, What a year—it’s been amazing seeing you make the move to SysAid Spaces (nicely done! ). We’ve shared plenty of updates along the way, but now it’s time to reflect on 2024’s major highlights. It’s been an incredible year, filled with SysAid Copilot’s generative AI innovations, asset management releases, over 25 new integrations, and so much more! Sit back, relax, and press play to relive it all!     With 2024 wrapping up, we’re already looking ahead. Check out our 2025 Product Roadmap for a sneak peek at what’s next.     Watch Now     Oh, and one more thing! We’re always looking for customers like you to share their experiences with Spaces in a case study, and you could win a $100 gift card. Book a call today to make it happen. Wishing you a festive holiday season and a bright new year! Warm Holiday Wishes, The SysAid Team   - Published: 2024-11-27 - Modified: 2024-11-27 - URL: https://www.sysaid.com/company/newsletter/november-2024   SysAid Product What's New? Monthly product releases straight to your inbox     NOVEMBER 2024     Hi there,Welcome to this edition of SysAid Product Updates! This issue brings together the latest SysAid features in one place.             Tailored AI Settings: Take Full Control of SysAid Copilot     You can enable or disable specific SysAid Copilot features—such as AI Summary, AI Emotion, AI Suggested Category, and AI Author—through the SysAid Copilot General Settings. Customize these capabilities to meet your requirements and manage the rollout of features to align with your workflow.     Learn more             Intune Integration Launches in General Availability on Dec 2nd     Our upcoming Microsoft Intune integration will provide a more detailed and accurate view of your device inventory, ensuring your asset data stays up-to-date.     Learn more             SysAid Copilot Level 1 & 2 Certification Course     Take your SysAid Copilot expertise to the next level with these training opportunities:Level 1 Certification: In just one hour, you can learn the essentials of generative AI, practical skills for using SysAid Copilot’s AI Chatbot, and insights into Large Language Models. Level 2 Certification: Designed for graduates of Level 1, this course explores advanced no-code customizations, with guides to enhance user experience, ticket management, and performance visibility.     Sign up             SysAid Copilot Hands-On Workshop     Join us for a live, hands-on session led by one of SysAid’s AI experts. This workshop will provide a detailed walkthrough of SysAid Copilot, demonstrating practical applications of generative AI within ITSM. Session Dates:December 4, 2024 10:00 am EST | 3:00 pm UTC Decmber 10, 2024 2:00 pm EST | 7:00 pm UTC     Sign up             Product Roadmap Now Available in the Community     We’re excited to share that the SysAid Roadmap page is now live in the Community! This detailed, structured view of our upcoming product plans is organized into four sections, giving you a clear picture of what’s ahead. Not part of the Community yet? Create an account to access the Roadmap and join the discussions.     Explore the Roadmap             Spaces Experience Enhancements     Set Your Default Journey Filter     Customize your experience by setting a default filter for your Journey. This feature ensures that your Service Record views are always tailored to display the most relevant ticket data, improving efficiency and streamlining your workflow.             Add Attachments During Ticket Creation     Users can now add multiple attachments directly during ticket creation, with preview images for reference, eliminating reliance on the rich text editor.             Copy SR URL from Popup Banner     The SR creation banner now includes a copy option for the SR URL, enabling quick access for sharing or referencing without additional navigation.             Open a Service Record in... - Published: 2024-10-28 - Modified: 2024-11-27 - URL: https://www.sysaid.com/company/newsletter/october-2024   SysAid Product What's New? Monthly product releases straight to your inbox     OCTOBER 2024     Hi there,Welcome to this edition of SysAid Product Updates! This issue brings together the latest SysAid features in one place.             AI Insights Sharing Options     SysAid Copilot's AI Insights report offers detailed performance analysis with auto-generated weekly summaries, forecasts, and recommendations based on industry benchmarks. Agents now have more control over sharing these reports, allowing them to specify target groups and individuals for notifications.     Learn more                 New Integration: Intune     We're excited to announce a significant upgrade to our asset management capabilities. Our new integration with Microsoft Intune provides a more comprehensive and accurate view of your device inventory, ensuring your asset data is always up-to-date. Want to explore these new benefits firsthand? We're offering limited spots in our beta program, so book a call to secure your place today! Please note this integration is only available for cloud customers.     Let's talk             File Attachments in AI Chatbot     End users can now attach supporting documents directly from the AI Chatbot when creating service records. Supported file formats include DOC, PDF, Excel, and CSV.     Learn more             Webinar: Top 5 IT Metrics You Must Track: A Practical Guide with SysAid BI Analytics     In this session, we'll dive into concrete metrics that matter most for your IT team and show you how to use SysAid Analytics to easily track and measure them. Gain valuable insights to improve efficiency, identify bottlenecks, and make data-driven decisions. Date: October 29th Time: 10 AM ET | 3PM CET     Sign up             Annual Customer Conference: SysAid SMART’24     We’re excited to invite you to our annual customer conference on November 19. It’s your chance to get all the tips and tricks to get the most out of SysAid and dive into the latest IT Service Management trends.     Sign up             What's New in SysAid Spaces?     Attachments in Workflows     You can now attach documents, screenshots, and images directly to Action Items within Workflows.     Learn more             New Journey Filter: Expand All Messages & Notes by Default     Agents can now use a single click to expand all messages and notes in the Journey view. You can toggle between a fully expanded view, which shows every message and note, and a collapsed view, which displays only highlighted entries. The system will remember your preference across page refreshes and logins.     Learn more             Submit Tickets with Screenshots and Videos     After installing the SysAid Agent, end users can easily create tickets by pressing the hotkey configured in your system. This action automatically creates a service record with an attached screenshot or video of... - Published: 2024-09-29 - Modified: 2024-09-29 - URL: https://www.sysaid.com/company/newsletter/september-2024   SysAid Product What's New? Monthly product releases straight to your inbox     SEPTEMBER 2024     Hi there,Welcome to this edition of SysAid Product Updates. We’re excited to bring you something the community has been eagerly awaiting: 26 new integrations!             26 New Add-Ons Now Available     We are pleased to announce that SysAid has expanded its capabilities with 26 new integrations. These additions include seamless connections with your favorite tools designed to enhance your workflows and improve operational efficiency.     Learn more                 Data Pool Segregation     Agents can now configure which of SysAid Copilot’s chatbots have access to specific datasets, providing greater control and privacy. SysAid Copilot ensures the right people access the right information, with defined data permissions keeping sensitive tickets securely restricted to authorized individuals.     Learn more             Image Analysis from AI Emailbot     End users can now upload screenshots of errors or photos of faulty products directly through the AI Emailbot, as well as via AI Chatbot or Microsoft Teams. The Image Analysis tool quickly delivers actionable insights, streamlining issue resolution through email. Please note that this feature is currently in Beta. Contact your CSM to enable Image Analysis from the AI Emailbot.     Learn more             SysAid Copilot Hands-On Workshop     Join us for a live, hands-on session led by one of SysAid’s AI experts. This workshop will provide a detailed walkthrough of SysAid Copilot, demonstrating practical applications of generative AI within ITSM. Session Dates: October 2: 10:00 AM - 11:00 AM ET October 16: 2:00 PM - 3:00 PM ET     Sign up             SysAid Copilot Level 2 Certification Course     Our new AI Admin Level 2 course covers best practices for no-code customizations. It includes examples and guides to enhance user experience, ticket management, performance visibility, and your SysAid Copilot journey. **Only eligible for graduates of SysAid Copilot Level 1 Certification Course**     Sign up             What's New in SysAid Spaces?     Activate Spaces from Your Classic Environment     You can now activate Spaces directly from your classic environment, providing seamless access to all its functionalities. This update is designed to help agents familiarize themselves with the new interface, ensuring a smooth transition and improved workflow management.     Learn more             AI Chatbot for Agents going GA on Sep 30!     The AI Chatbot for Agents will be generally available on September 30, and SysAid Copilot customers will be able to access it in their environments.     Learn more             AI Asset Management     Agents can easily gain insights into assets connected to a ticket and view related issues in the queue. The chatbot provides a centralized view of all asset-related information, including details such as warranty expiration, asset status, software information, and... - Published: 2024-09-02 - Modified: 2024-09-29 - URL: https://www.sysaid.com/company/newsletter/august-2024   SysAid Product What's New? Monthly product releases straight to your inbox     AUGUST 2024     Hi there,Welcome to this edition of SysAid Product Updates! This issue brings together the latest SysAid features in one place.             AI Vision Recognition     Users can now upload images through AI Chatbot or Microsoft Teams for instant context-based answers. Whether it's a screenshot or a photo, the AI Chatbot quickly analyzes the image to provide relevant solutions and insights, streamlining communication and helping agents receive all necessary information without additional back-and-forth.     AI Chatbot         Microsoft Teams             AI Emailbot Customization     SysAid's AI Emailbot now allows you to customize the look and content of service notifications to match your organization's voice and style. Agents can easily adjust text and elements to align with your brand. The AI Emailbot also translates responses to the user's language, ensuring a personalized and cohesive experience.     Learn more             SysAid Copilot AI Chatbot for Agents     The AI Chatbot for Agents, powered by Gen AI, is integrated within the agent portal. It provides precise answers, suggests solutions, assists with message composition, and uses Task Advisor to prioritize service records. The chatbot is designed to reduce Mean Time to Resolution (MTTR) and improve workflow efficiency. We are still seeking customers in controlled availability to further enhance the user experience of our Chatbot for Agents. Please reach out to your Customer Success Manager for more information.     Learn more             SysAid Copilot Level 2 Certification Course     Our new AI Admin Level 2 course covers best practices for no-code customizations. It includes examples and guides to enhance user experience, ticket management, performance visibility, and your SysAid Copilot journey. **Only eligible for graduates of SysAid Copilot Level 1 Certification Course**     Sign up             What's New in SysAid Spaces?     Indexing for Sorting & Filtering Custom Fields     For optimal performance, text-based custom column sorts and filters are now streamlined to support up to three selections. Users will receive a tooltip if they exceed this limit.             Convert Incident to Request and Vice Versa     Agents can now convert an Incident Service Record (SR) to a Request SR and vice versa. This ensures that service records are correctly handled by the appropriate team, improving service management efficiency. Now, due dates are also automatically updated based on predefined rules.             Relational List Custom Field     Agents can now add and use 'relational-list' custom fields in queues, ticket pages, and templates. This feature supports all SR entities and enhances the functionality and usability of custom fields.             Side Menu Default Expanded     The side menu now defaults to open when users log in, providing immediate access to menu options.             Custom... - Published: 2024-08-06 - Modified: 2024-09-29 - URL: https://www.sysaid.com/company/newsletter/july-2024   SysAid Product What's New? Monthly product releases straight to your inbox     JULY 2024     Hi there,Welcome to this edition of SysAid Product Updates! We’re excited to bring you all the latest SysAid features, including a game-changing release that many in the community have been waiting for: our AI Chatbot for Agents.             SysAid Copilot AI Chatbot for Agents     Our latest AI Chatbot for Agents, powered by Gen AI, is now integrated within the agent portal. It offers precise answers, suggests effective solutions, assists in message composition, and uses Task Advisor to prioritize service records. The chatbot delivers instant, tailored insights and enables quick actions, significantly reducing Mean Time to Resolution (MTTR) and enhancing workflow efficiency. We invite you to shape the future of our AI Chatbot for Agents. By joining our beta program, you'll have the opportunity to provide valuable input that will directly influence the product's development. Contact your Customer Success Manager to learn more.     Learn more             New design of Asset Management General Page     We’re introducing the Asset Management page in our new UI. This update makes managing your assets easier and more intuitive.     Learn more             Dataset Prioritization     AI Admins can now use Advanced Configurations in Dataset Settings to prioritize and select dataset sources for user queries. By setting a value from 0 to 1, admins control the relevance of data sources the AI Chatbot considers. This improves answer quality, aligns responses with organizational goals, and boosts user satisfaction.     Learn more             Resolve Tickets Conversationally     End users can now close their tickets conversationally by asking the AI Chatbot via the SSP or MS Teams to resolve their tickets.     Learn more             SysAid Copilot Level 2 Certification Course     Our new AI Admin Level 2 course covers best practices for no-code customizations. It includes examples and guides to enhance user experience, ticket management, performance visibility, and your SysAid Copilot journey. **Only eligible for graduates of SysAid Copilot Level 1 Certification Course**     Sign up             Next generation of Asset Management     We are shortly introducing the next generation of Asset Management, featuring Generative AI for asset analysis and insights. We’d like you to share your thoughts to help shape our roadmap and ensure our solution meets your needs.     Let’s talk             Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes. Automatically receive monthly updates, just click on the subscribe button.     Your SysAid Team   - Published: 2024-07-11 - Modified: 2024-07-11 - URL: https://www.sysaid.com/company/newsletter/june-2024   SysAid Product What's New? Monthly product releases straight to your inbox     JUNE 2024     Hi there,Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases, all in one place.             BI Analytics New Widget     We've added a new KPI to the main ITSM performance dashboard to show the total number of active tickets. Click on it to dive into your data, explore different issue types, and identify any bottlenecks. You can also slice and filter your data by admin group or category for more detailed analysis.     Learn more             Easily Sync SysAid User Management with Google Apps Users     SysAid’s Google Apps User integration makes managing your company’s users easier by automatically importing user data from Google into SysAid. You can set the schedule for these imports, saving time and reducing the risk of errors from manual data entry.  Users imported from Google can also access SysAid with single sign-on through Google Apps SSO.     Learn more             Save Administration Time and Control BI Analytics Access on a Group Level     System Administrators can now easily grant BI Analytics access to groups using a simple checkbox within User Management > Groups > Permissions. This streamlined process enhances efficiency and control over group permissions.     Learn more             SysAid Copilot Level 1 Certification Course     Our 1-hour course equips agents with generative AI fundamentals and practical skills to use SysAid Copilot’s AI Chatbot and gain a deeper understanding of Large Language Models.     Register now             Webinar: Navigating Mega Trends in ITSM     Join our upcoming webinar on July 3rd, where you’ll be the first to see the results of SysAid’s annual customer survey and hear about the latest ITSM trends in the AI age from SysAid’s CEO, Avi Kedmi, and leading benchmarking expert, Jeff Rumburg.     Register now             Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes. Automatically receive monthly updates, just click on the subscribe button.     Your SysAid Team   - Published: 2024-06-04 - Modified: 2024-06-04 - URL: https://www.sysaid.com/company/newsletter/may-2024   SysAid Product What's New? Monthly product releases straight to your inbox     MAY 2024     Hi there,Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases, all in one place.             AI Agent Assist Available in Multiple Languages     Support for multiple languages in the following SysAid Copilot features is now available: AI Summarization AI Emotion Analysis AI Author This update ensures these features can now process and analyze content based on the language configured by the administrator.     Learn more             Asset Management     Our enhanced SNMP scanning provides a more detailed and accurate view of your network devices, ensuring comprehensive identification and extended data collection for improved health and performance insights. Do you want to be a beta customer? We always value your feedback regarding asset management. Share your thoughts on what works best and what could be improved to help shape our roadmap and ensure asset management meets your needs.     Let's talk             AI Engine to GPT-4o     We've integrated the latest version of OpenAI, featuring the powerful GPT-4o model. This means that the SysAid Copilot’s chatbot can now process information and respond to inquiries - twice as fast. The upgrade also improves how the chatbot interacts with you, making it feel smoother and more natural.     Check it out             SharePoint Pages Now Supported by the SharePoint Connector in the Data Pool     Following user feedback, the SharePoint Connector within the AI Chatbot's Data Pool now supports SharePoint Pages (native SharePoint web pages). This update allows the AI Chatbot to access and process textual content directly from your SharePoint pages.     Learn more             Additional Resources     SysAid Copilot Hands-on Workshop     For the first time, we’re opening up SysAid Copilot in a live workshop experience led by one of SysAid’s AI experts, Alexander Jamieson. Two slots are available: June 5th, Wednesday at 2 PM ET June 10th, Monday at 2 PM ET     Sign up             Get More Out of SysAid Copilot     See our top tips and tricks for prompt engineering.     Watch now             SysAid Copilot Level 1 Certification Course     Our 1-hour course equips agents with generative AI fundamentals and practical skills to use SysAid Copilot’s AI Chatbot and gain a deeper understanding of Large Language Models.     Register             May’s Latest Releases     Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes. Automatically receive monthly updates, just click on the subscribe button.     Your SysAid Team   - Published: 2024-05-02 - Modified: 2024-05-02 - URL: https://www.sysaid.com/company/newsletter/april-2024   Hi there,Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases, all in one place. We're excited to announce the initial release of something many in the SysAid community have been waiting for: our new AI Chatbot via Microsoft Teams.     Check it out!             New Product Releases     AI-Powered Conversational Support for Microsoft Teams     SysAid Copilot seamlessly integrates our AI Chatbot into Microsoft Teams, enhancing the user experience for natural and efficient IT support. End users enjoy a streamlined and conversational way to get help, ask questions, and track their tickets directly within Teams. Admins gain insights to improve user experience and can measure the AI Chatbot's impact through dedicated dashboards and response monitoring.     Learn more             BI Analytics     Experience an enhanced user interface, improved capabilities, faster loading times, and intuitive navigation with BI Analytics for analyzing service performance. Dashboards simplify data presentation, consolidating metrics into a single layout. SysAid's out-of-the-box widgets enable teams to delve into data, gaining deeper insights into their performance against key performance indicators (KPIs) like first response times, issue resolution rates, satisfaction levels, SLA indicators, ticket source breakdown, tickets by type, and other essential consumer-facing metrics.     Get the details             New File Formats Supported by SysAid Copilot Data Pool     You can now train the AI Chatbot for End Users using a wide range of data sources. This includes internal data, verified external sources such as websites, SharePoint, and various document formats including PDFs, CSVs, DOCs, and newly added PPTXs and XSLXs.     Explore further             April's Latest Releases     Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes. Automatically receive monthly updates, just click on the subscribe button.     Your SysAid Team   - Published: 2024-05-02 - Modified: 2024-05-02 - URL: https://www.sysaid.com/company/newsletter/february-2024   Welcome to the first edition of the SysAid Product Roundup! With this monthly issue, you'll get all the tools you need to level up your service management with generative AI, including new features as part of SysAid Copilot — our comprehensive suite of AI capabilities designed and built to ultimately boost productivity across your organization — as well as upcoming releases and the latest SysAid news. So stay tuned!     Let's get you there     PRODUCT RELEASES     AI Emailbot     Empower your team to offer consistent, engaging first-line support through email. The AI Emailbot leverages its vast knowledge base and your company's insights to generate personalized, relevant replies instantly. Users receive tailored responses within minutes, resolving simple inquiries efficiently. Based on our internal data, the Emailbot has seen incredible results with over 35% of tickets deflected over the last month.             Response Validation     Gather end-user feedback on the usefulness and quality of responses they received from the AI Chatbot with an easy click of a thumbs-up or thumbs-down icon.             Data Pool     Feed the chatbot content and knowledge from a variety of data sources including PDF, CSV, and DOC files.             Monitor & Fine-Tune     Giving the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.             Guardrails     Worried about rogue AI villains bending your chatbot's rules? We've got you covered with features that ensure end users stick to the script, respecting permissions, security protocols, and ethical standards. You can trust us to keep things running smoothly.             AI Insights     Get comprehensive insights into your team’s performance. With summaries of the previous week’s data, forecasts, and recommendations based on industry benchmarks, you’ll have all the information you need to make business-winning decisions.             AI Intelligent Categorization Escalation Rule     We've just rolled out a shiny new update, introducing the 'AI Intelligent Categorization' escalation rule! With AI Intelligent Categorization (escalation rule) now part of SysAid's Ticket Automation, admins have control over when it will be triggered, and to which tickets to apply it, for optimal ticket categorization.     Start your journey now     Your SysAid Team   - Published: 2024-05-02 - Modified: 2024-05-02 - URL: https://www.sysaid.com/company/newsletter/march-2024   Hi there,Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases, all in one place. To answer your questions and interact directly with our product experts, we also invite you to join our live webinar “Product Roundup” on March 27th. Hope to see you there!     Sign Up Now!     NEW PRODUCT RELEASES     Asset Warranty Integration     Admins can now track warranty details for Dell-manufactured assets by synchronizing their organization's asset manufacturer account directly within SysAid and receive automatic notifications based on expiration dates. This integration enables proactive maintenance, ensuring timely action to maintain operational efficiency and proactive asset replacement planning.             SharePoint Connector for SysAid Copilot     Our new SharePoint Connector lets AI admins easily import knowledge from SharePoint with a single click, adding a new dataset to the Data Pool. This keeps the AI Chatbot's knowledge up-to-date and eliminates the need for manual updates or uploading articles.             SysAid Copilot: Conversational Ticketing     Now end users can create tickets conversationally within the chat interface. The AI Chatbot will ask for information to fulfill ticket templates if required to ensure smooth resolution. This reduces frustration and saves time for both end users and administrators.             SysAid Copilot: Conversational Updates     Our AI Chatbot lets users receive real-time ticket status updates directly within the chat conversation. This eliminates the need to navigate to the Self-Service Portal for individual inquiries. Now they can receive a summary of either a single ticket or all their tickets directly from the AI Chatbot, with links to the tickets themselves.             WEBINAR: PRODUCT ROUNDUP LIVE     Meet the SysAid Product team LIVE on March 27th at 11:00 AM ET! Get an exclusive look at next-generation AI features and more in our Product Roundup webinar. See live demos, and seize the opportunity to ask Product Managers your most pressing questions.     Sign up now!     Your SysAid Team