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Oded Moshe, Director of Product Management

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

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• Create contracts with criteria on the level of service you’re obligated to

provide to your end-users

• Set up due dates, routing rules, and any other part of the support

agreement that you are required to deliver

• Measure the quality of support you provide according to best practices

Service Level Agreement (SLA) – a new SysAid moduleReal numbers to measure your service quality

SysAid SLA/SLM

2 www.sysaid.com

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SysAid SLA/SLM

• Receive scores on your admins’ ability to effectively meet their SLAs

• Manage and analyze your SLAs within a greater context

• Get an instant visual overview of your key performance indicators in the SLM Manager Dashboard

• Develop new strategies and create future goals based on your current performance

www.sysaid.com

Service Level Management (SLM) – a new SysAid ModuleGraphical overview to help you achieve new service goals

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SysAid Calendar

• Integrated with the rest of SysAid: all due dates, activities, and software

support expiration dates are automatically added to your calendar

• Easily create your own SysAid Events in the intuitive interface

• All assignments are automatically synchronized with Microsoft Exchange

SysAid Calendar - a new SysAid moduleStay on top of your SysAid dates in one place!

www.sysaid.com4

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Manager Portal

• New SysAid report

building wizard to help

you easily create your own

customized reports

• Drill down on a group

of service requests in a

Dashboard chart to see

a detailed list of those

service requests

www.sysaid.com

New Wizard: Easily CreateYour Own Customized Reports!

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• Previous/Next buttons within

the service requests.

Easily move between service

requests when browsing

through a list

• 3D Helpdesk Matrix view

to see horizontal, vertical, and

sub-vertical variables

• Automatically select “assign to”

user according to selected

admin group

Easier to use than ever before – with fewer clicks!

Helpdesk

www.sysaid.com6

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• Define a “responsible” admin

for every service request who will

receive emails when a service

request changes

• Restrict administrators from

accessing or editing specific

tabs or fields

Stay on track with greater permission control

Helpdesk

www.sysaid.com7

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• Define support levels per

admin

group so that each service

request

has a maximum support level

• Create different subtypes for

an incident.

For example: different

views and fields for hardware

incidents and software incidents

Better customization of yourhelpdesk settings

Helpdesk

www.sysaid.com8

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• Real-time notification if SysAid detects the installation of software

that’s not on your list of registered software products

• Pop-up notification if the number of software installations exceeds

the number of purchased licenses

More notifications to stay in-the-know and in control

Asset Management

www.sysaid.com9

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• See which users are logged in to the network in real-time and which computer

they’re using

• Send instant messages to end-users or assets. These broadcasts will pop up on

the screen of the logged-in user.

• Remote control even to a user on a terminal server

Instantly connect to your end-users through their assets!

www.sysaid.com

Asset Management

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• Initiate remote control sessions

from within a chat conversation

• Download or upload files via

a chat session. Those files will

be saved in the chat history

• Upload your own chat

sound effects

• See when an end-user is typing

a response to your message

Even more integrated with the rest of SysAid for faster problem-solving

SysAid Chat

www.sysaid.com11

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SysAid Monitoring

New tool to monitor incoming and outgoing data

www.sysaid.com

• Monitor network activity from computers and SNMP devices and view the

incoming and outgoing data rate in a graph.

• Receive notifications if the data rates exceed the thresholds you specify.

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SysAid SNMP & Monitoring

Major SNMP developments to help you better monitor your

network

www.sysaid.com

• SNMP trapping: receive notifications from a SNMP device.

For example, a printer can send a notification when its toner level is low

• Set your own customized monitoring configurations that can include

notifications and graphs. For example: Create your own code that tracks the

number of media files on specific workstations.

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Customize SysAid like never before!

• Create an unlimited number of new custom fields• Add your own custom trigger events to a form

For example: When opening a service request, SysAid can retrieve the

USD/EUR exchange rate from Google and automatically add it to your

service request

SysAid Customization

www.sysaid.com14

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SysAid API

API Enhancements: Integrate SysAid with External Systems

API Integration

• Integrate SysAid with any other application using WSDL.

Write your own codes that can query, create, update, a delete

SysAid entities.

Other Integration Enhancements

• Multiple outgoing email addresses

When sending an email from SysAid, choose the email account

you

want the message to be sent from

• MAPI protocol Native integration of SysAid with your Exchange mailing server

www.sysaid.com15

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ITIL Package

Best practices even better!

• Attach CIs to the related items

section of a service requests as

well as activities in the Helpdesk

and Tasks & Projects

• Visual indicators in the action

items tab to help you monitor

the “unapproved” field

• Better control and editing of

Change and Problem templates

www.sysaid.com16

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Multiple question SysAid Survey

• Customize and issue multiple

survey questions when

closing

a service request

Speed optimization

• Pages load and refresh

much faster!

General

www.sysaid.com17

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Online Aid:An interactive help solution

• Complete online library of help files

• Integrated with the SysAid

Community to display what

other SysAiders have to say

and find answers even faster

General

www.sysaid.com18

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General

www.sysaid.com

What else?

• The End-User Portal

is now available in 44

languages!

• The End-User Portal can now

be easily translated into any

additional language

• Better visual indicators to

show you the mandatory

fields in all forms

• Set different operating

hours for different days.

Create two working hour

segments for the same day.19

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Be the first to see SysAid 7.0 Beta! Register now as a SysAid Pathfinder

to see SysAid 7.0 for yourself!

For a complete list of SysAid 7.0’s new features and bug fixes,

read the release notes.

General

www.sysaid.com20