SysAid Architecture
Help Desk Software Contact Ilient
 
menu item
Download Features Demo Prices Community Training Support   Contact Company Languages

SysAid Architecture


SysAid is a fully web-based application. There are two editions: SysAid On-Demand Edition SaaS and SysAid Full Edition.

SysAid On-Demand Edition - A SaaS Solution
SysAid On-Demand Edition runs on our servers, so you don't need to install any software or purchase any hardware. Its services include:

Database Security: your data is held in a designated database accessible only to you and your authorized parties.
Physical Security: servers and backup sites are located in two separate data centers in different states of the U.S., and are manned 24 hours a day, all year round. Physical access to the premises is strictly monitored with security clearances and screening.
Network Security: firewalls and other security systems are set up to control and monitor access.
Data backups: Full backups are performed daily and sent to two different remote secure data centers.
Secured SSL connection: an optional set-up.


SysAid On-Demand offers the unique advantage of providing for tighter Asset Management in a SaaS environment. Once the SysAid Agent is set up, it needs only an Internet connection to report back to the SysAid server. This set-up facilitates effective communication using the basic yet highly secure HTTP Protocol that is normally enabled in all firewalls.

architecture internet


SysAid Full Edition: An Installed, In-House Solution

SysAid Full Edition is identical to SysAid On-Demand, but is not hosted. It is installed in your organization as an in-house helpdesk solution. Specific details about its set-up and requirements include:

Servers: SysAid can be installed on two different servers: Windows OS and Linux.
Two Main Components: Web server + Database.
Automatic Set-Up: the basic installation includes a built-in Tomcat Web Server and a Derby database that is automatically set-up for optimal performance.
User-Friendly Installation Wizard: SysAid requires no knowledge of the set-up and maintenance of a database or a Web Server. The six-step installation wizard walks you through the entire set-up process.
Integration: You may also decide to use your own external database (Oracle, MSSQL, MYSQL) and integrate with an existing IIS web server.


The typical SysAid installation: Server + Agents


architecture installation


In the above diagram, you can see how a typical SysAid installation would look in your environment. The server is installed in your data center, and can integrate with several of your existing technologies (as depicted in the diagram below.) The lightweight SysAid agent is installed throughout your entire network (LAN and WAN) and on all workstations and servers.

Integration and Interaction with Other Technologies

architecture integration


With the integration services, you can:

Easily integrate SysAid with your organizational database.
Automatically connect to your LDAP and synchronize your users.
Set up single Sign-on to SysAid for your users.
Integrate SysAid with your email server for outgoing emails and for processing incoming emails. Emails are automatically converted into service requests or attached to existing service requests.
Integrate SysAid with external text message providers to send text message alerts and notifications regarding urgent issues.


Communication and Protocols

With no client installation required, SysAid can be accessed with standard browsers - either over the Internet (via secure SSL socket) or via corporate intranet. All communication between SysAid components is based on XML-Based Protocols and secured HTTP Protocol.

Secure Access for IT Personnel

All members of the IT team receive a unique username and can access the SysAid Web Admin interface from their browser to manage tasks. There is wide range of permissions per administrator and you can set limits on a both a functional and data level. For example, a setting can specify limits to company data only.

SysAid Agent

The lightweight SysAid Agent is installed on all company computers (desktops, laptops, and servers). Its functionalities and capabilities include:

Provide users with a hot-key to submit service requests, including screenshots.
Automatically collects and sends updates about hardware and software inventory to the server
Built-in remote control tool from within the Service Request.
Perform various extended hardware monitoring tasks.


SysAid's Modules

Both SysAid On-Demand and SysAid Full Edition include highly integrated modules and components that share the same platform services and utilities.

architecture modules




Helpdesk: Track service requests, assign tasks by subject, preferences, or location, and display all corrective actions taken.
Asset Management: Allows for full management and tracking of hardware and software assets. Agents automatically scan all network computers (both end-user machines and servers) and record hardware and software inventory in computer files. All changes are automatically recorded and reported.
Monitoring: Constantly monitors your network assets for slow or failing systems. In the event of an outage, SysAid automatically notifies you via automatic service request, email, or even SMS message. This new tool is essential to saving time and costs, and helps you avoid unnecessary downtime.
Report & Analysis: Issues detailed reports about all hardware and software components, events, and changes. Provides analysis of system and IT department performance data, and allows for the identification of bottlenecks. Provides recommendations for enhancements that can boost system performance.
Manager Dashboard: Provides a real-time graphical overview of your organization's state of affairs. Allows managers to view and customize charts that present an analysis of various elements such as: helpdesk workload, service quality, asset management, and the status of different tasks and projects. Furthermore, an extensive range of useful reports can be scheduled, sent to different users, and modified to suit specific needs. If required, it is also possible to add entirely new reports. Available in SysAid Full Edition only.
Projects and Tasks: Lists, tracks, and provides information about the progress of various tasks and projects as defined by administrators. Gantt charts illustrate project schedules and show the breakdown of different tasks. Facilitates the organization of day-to-day operations and the planning of future projects. Available in SysAid Full Edition only, and requires a separate license.
Remote Control: Provides remote access to all system components via agents installed on all network computers. Allows for corrective actions to be taken in accordance with preset rules and preferences.
Communication Component: Supports quick transmission of messages among all users via SMS, email, or Instant Messaging.
SysAid ITIL Package: Includes the Configuration Management Database (CMDB), Problem Management, and Change Management Modules.



 
Features
SysAid Features
Edition Comparison
Benefits
Architecture
System Requirements
Testimonials
Product Description

 
 
Customer Testimonials
 
"SysAid allows us to track changes and history on every workstation and server on your network."
Robert J. Hantson, QBOS Inc.

 
Free Help Desk Software
Free Asset Management Software
SysAid Helpdesk Software
Web Based Help Desk Software
SysAid Help Desk Forum
General IT Discussion Forum
SysAid CSS Customer Service Software
Customer Support Software

Valid XHTML 1.0!
SysAid Technologies Ltd.
Toll-Free phone center (U.S.): 1-800-686-7047
Offices - U.S.617-231-0124
Israel:+972-3-533-3675
Email:helpdesk@sysaid.com
Optimized by SEO Israel
SysAid logos and other SysAid Technologies marks are trademarks or registered trademarks of SysAid Technologies Ltd.
All Rights Reserved by SysAid Technologies Ltd. 2002-2010
Live Support Hours
7:00am - 9:30pm (UK)
2:00am - 4:30pm (EDT)
We provide worldwide services, and we do our best to match the working times of customers from different time zones.

SysAid Architecture