ITILSysAid 9 Enterprise Edition is now certified for ITIL compatibility with PinkVERIFY™ v3.1 certificationfor the following ITIL processes:

Change ManagementIncident ManagementProblem Management

Our PinkVERIFY™ v3.1 certification validates that SysAid supports IT Service Management best practices. Pink Elephant is a world leading IT consulting organization that verifies ITIL compatibility.

ITILNew type of service record: RequestThis allows requests and incidents to be logged separately for better management.

ITILTerminology is aligned with official ITIL best practicesSuggest mechanism for potential related problems:When viewing an active incident, SysAid automatically shows you active problems that could be the cause for that incident. You can select any displayed problem to easily link the incident.

New Functionalities (All Editions)Closure Informatione.g. closed remotely, closed on-site, etc.

Archive Service Records Archived SRs are locked for editing and are removed from many standard lists

Mobile View CustomizationCustomize the way entities appear on mobile

Mobile Device Management (MDM)SysAid MDM is integrated into Asset Management, so you can manage mobile devices with all your assets in one place.

Enroll all your mobile devices in a few clicks

Easily track enrolled mobile devices

Deploy preconfigured Wi-Fi and email settings

Remote management of devices: Passcode Reset, Lock, Wipe

Protect critical company data on the mobile devices by using passcode policies

MDM: Simple EnrollmentEnroll all mobile devices in a just a few clicks with an enrollment request that can be sent via email or SMS.

MDM: Simple EnrollmentSimple end user enrollment process: end users canuse the same credentials (username & password) astheir Windows / Active Directory login.

MDM: Easy TrackingTrack all enrolled mobile devices and their inventory.

MDM: Deploying SettingsDeploy preconfigured WiFi and email settings.

MDM: Advanced SecurityEnforce passcode security policies – Protect critical company data on the mobile devices with passcode policies.

MDM: Remote ManagementRemote management of enrolled devices:

WipeLockPasscode Reset

MDM: Remote ManagementRemote management of enrolled devices:Software and hardware inventory tracking

Knowledge Base: New DesignNew User Interface (UI) of the Knowledge Base features an easy to use tree-view design based on customer feedback.

Knowledge Base: Improved UXTagging capabilities for better searching and categorizing

Dynamic search bar

Option to share article with end users and admins

Voting feature to flag if an article was helpful

More sorting options: “most visited article”, “last updated”, “most helpful”, etc.

Asset ManagementDual Screen Remote Control - display both your users' screens side by side on your local screen

Customize forms per asset type - asset type based customizations are now supported with its own set of tabs and fields for each asset type

SysAid Agent now compatible with Windows 8 - so you are ready for Windows 8 coming out this fall!

Additional FeaturesSet up out of office SR forwarding for other admins

Active Directory integration now supports NTLMv2 and KERBEROS authentication

SysAid now supports TLS encryption for email integration

Filter users by company in SR - directly select a company on the SR form, and the list of request users will update to show only users in that company

Action items for changes, problems, and requests now include additional custom fields

And much more! For a full feature list, check out SysAid 9 Release Notes