SysAid ITSM is an AI-driven IT service management platform designed to streamline IT operations for midsize and mature IT teams. It automates ticket management, incident, problem, and change management processes, integrates IT asset management, and provides a self-service portal for end users. With embedded generative AI through SysAid Copilot, it automates routine tasks such as ticket categorization, prioritization, and assignment, enabling IT teams to focus on complex issues. The platform supports customization of workflows, SLAs, dashboards, and integrates with third-party applications to fit organizational needs. It aims to reduce mean time to resolution (MTTR), improve service delivery, and provide a consumer-grade, conversational experience for end users.

Key Features

AI-Powered Ticket Management Automates ticket categorization, prioritization, and assignment using generative AI.

• AI-driven SysAid Copilot handles routine ticket tasks
• Speeds up service delivery and reduces wait times
• Provides conversational self-service experience for end users

Incident, Problem, and Change Management Aligned with ITIL best practices to manage IT issues and service requests efficiently.

• Incident management logs, processes, and reports IT issues
• Problem management links incidents, identifies root causes, and tracks resolutions
• Change management supports process automation and risk mitigation

IT Asset Management Integration Centralizes IT asset data within the service desk for faster issue resolution.

• Detailed asset records accessible within tickets
• Advanced discovery features for optimized IT operations

Workflow Automation and Orchestration Automate any IT workflows with real-time oversight and simple design tools.

• Customizable templates and workflows
• Automation bots for repetitive IT admin tasks
• Integration with third-party apps like SAP and Salesforce

Self-Service Portal and Knowledge Management Empowers end users to solve problems independently and access IT resources.

• Customizable self-service portal and service catalog
• Integrated knowledge base for self-help and faster resolutions
• Live chat and remote control capabilities for support

Real-Time Data and Analytics Continuous system improvement with real-time monitoring and reporting.

• Custom SLAs and metrics tracking
• Full audit history and notifications for problem management
• Mobile app for managing incidents and requests on the go

Benefits

Increased IT Team Productivity Automates routine tasks so IT staff can focus on strategic initiatives.

• Reduces manual ticket handling and firefighting
• Accelerates issue resolution and service delivery

Improved End User Experience Delivers faster, more accurate support with a consumer-grade interface.

• Conversational AI for instant answers and ticket creation
• Omni-channel support including self-service and live chat

Faster Implementation and Scalability Quick deployment with out-of-the-box templates and easy customization.

• Get up and running in as little as 3 weeks
• Scales from lean teams to complex, mature IT environments

Enhanced IT Service Quality and Compliance Ensures consistent service delivery aligned with ITIL standards.

• Customizable SLAs and service metrics
• Comprehensive audit trails and reporting