I recently had the good fortune of connecting with Sarah Lahav, CEO at SysAid to discuss their application and service
me about the service management journey for SysAid
With its headquarters located
in Tel Aviv, SysAid was founded in 2002 by Israel Lifshitz who believed that there
was an opportunity to help IT change things to provide a better customer
experience. Since then SysAid has expanded to 5 global offices to accommodate
its customer base.
me a bit about the application itself
One of the draws for SysAid, as Sarah explained, was its
ability to provide a multitude of tools to support business needs while keeping
things simple. Their goal is to provide an excellent user experience while
taking away the complications of providing service. Being scalable, SysAid is
able to provide service on premise or in the cloud with various editions which
suits your particular business needs.
there a prime client space?
With a large global footprint, SysAid supports a diverse
selection of companies large and small from various streams of business in more
than 140 countries. In other words, SysAid is scalable enough to be used by all
companies for their service delivery needs.
is the differentiator for this product vs. its competitors?
SysAid believes that it’s all about people. While it may
be implied that being people focussed relies on building relationships, SysAid
commits to discussing with the clients what challenges they face while really
listening to what the business needs. While these seem like obvious statements,
it is a principal that SysAid takes to heart and leverages all the way through
to their own research and development to make their own continual service
From a technical perspective, for those who are looking
to make improvements and not knowing where to start, SysAid has a benchmarking
capability. This allows them to share information about what metrics might look
like for similar organizations and lines of business so their clients can get a
better sense of metrics within their current operation.
It is in this collaborative spirit that SysAid provides services
such as blogs, training, free webinars and a global community with not only its
customers but potential customers as well.
in the works for SysAid in the next year?
A new mobile asset management add on complete with barcode
scanning functionality was developed to
facilitate asset management and track inventory right from your mobile device.
Another feature of note is the Bomgar integration which
will allow remote sessions to be opened right from the incidents which are
In addition to what SysAid is doing, you can see SysAid
at the following upcoming events:
Fusion 15 in New Orleans November 1 – 4
To connect with SysAid you can reach them on the
following social media platforms:
Thanks again to Sarah and SysAid for affording me the
time to connect!
Do you have an ITSM application, would you like to be
Labels: ITIL, ITSM, Service Management, SysAid