"Beyond IT standard processes, there's SysAid IT Enterprise"
Interview with Oded Moshe, Vice President of Products & IT at SysAid Technologies
We interviewed Oded Moshe, VP Products & IT at SysAid Technologies, who leads the development product road-map and as a result knows every single feature of SysAid.
None better than Oded can lead us to the discovery of Enterprise edition, the powerful platform which satisfies the scalability, integration, and customization requirements of more complex contexts.
We asked Oded for his view of the differences between SysAid IT Enterprise and its "little sister" Pro edition.
1. What inspired the idea of an advanced and more powerful edition of SysAid?
We realized the necessity to support large companies with a broad range of organizational requirements. The thought process behind our Enterprise Edition was to develop a dedicated IT help desk solution to manage and automate IT processes even in the most challenging of IT environments.
2. Which requests came from customers?
Quite a lot, actually! Customers with more complex processes started coming up with requests, such as: adding even more detailed permissions; creating business units within the application; allowing integration with other applications, including the ability for their development team to add codes and interact with SysAid (API, triggers, and advanced customizations) and more!
3. SysAid IT Enterprise offers a combination of feature-rich functionalities. Is SysAid Enterprise designed differently?
SysAid Enterprise Edition uses the same highly scalable platform as all SysAid editions. From the start, SysAid was built with scalability in mind, to enable IT professionals at any size organization to maximize the success of their IT infrastructure.
Enterprise Edition, however, is specially designed with better support for larger deployments with constantly growing needs.
4. Which features express the real essence of Enterprise ed.?
The essence of the Enterprise Edition is its ITIL functionalities, API capabilities, advanced customization, and of course multi-company support.
5. Could you give an example of Enterprise implementation that you find interesting?
Some of the more interesting cases of implementing the Enterprise Edition are with multi-site companies. One of our customers from the electrical industry has multiple plants all around the world. Each country has its own IT department and can manage its own tickets, but some of the tickets can be escalated to the main office located in Germany. SysAid needed to implement some special features to meet the requirements of this multi-site organization, including:
• Installing additional discovery services in order to install SysAid Agent across different networks
• Allowing the main office to view all tickets from all plants, but with local offices being restricted only to their own data at the same time
• SLA and specific operating times per country
• Customizing the language and end user portal layout according to the country
• Custom development of special fields and specific implementation based on customer requirements (which can be achieved since they are using the Enterprise edition)
• Implementing ITIL workflows
• And more…
6. Where is the Enterprise edition going in SysAid Technologies’ vision?
The Enterprise Edition will continue to address organizations that have complex processes and advanced needs beyond the standard IT processes supported in the Pro Edition. In order to address these organizations’ increasing needs, SysAid strives to become the most robust platform that provides solutions to complex issues, and we plan to get there with all the necessary mobile options as well - with our Help Desk App and Remote Control with mobile capabilities, for example.
7. Please give a suggestion to organizations that are starting to use SysAid IT Enterprise.
Don’t try to implement all the processes at once! Plan the basic processes initially, then gradually add the more advanced processes and customization. This is the key to successful implementation!
