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IT service management (ITSM) and Customer Service Support (CSS) software provider SysAid announced the launch of SysAid IT 8.1, a new release of its mobile IT help desk platform. The release is highlighted by a new password wizard for accessing SysAid’s Password Services from a mobile device, and also includes several performance improvements for enhanced software functionality.
The company launched SysAid IT 8.0 in May, touted as the first fully mobile help desk and asset management software, supporting all of the leading smartphone platforms, including Android, BlackBerry, iPhone and Windows Phone 7, as well as tablets running on these systems. SysAid IT 8.0 included a Password Services module, a feature that has now been upgraded with mobile functionalities. IT 8.1’s new Mobile Password Services tool allows end users to quickly self-reset their passwords, as well as unlock network accounts directly from their mobile device, without having to send a request to the IT department.
“Analysts and industry experts are well aware that password reset requests constitute a significant percentage of help desk calls,” said Israel Lifshitz, founder and CEO of SysAid Technologies. “While these requests are relatively straightforward, they prove to be very time consuming for the IT department and costly for the organization. SysAid IT 8.1 was designed specifically to address this challenge, as it allows users to handle their own password resets, reducing the number of password service requests submitted, and enabling the IT department to focus on more important tasks.”
SysAid IT is an end-to-end IT management solution that is built using a modular approach. Available as on-premises or SaaS, the platform offers a number of tools that allow administrators to streamline and automate IT processes, which are designed to save time and resources managing help desk and asset inventories. In June, the company launched the latest version of its Customer Service Support software, CSS 3.0. The software features a new user interface that enables users to access and manage data in fewer clicks, and a 35 percent improvement in overall page load time. CSS 3.0 is available as an application on the iPhone, BlackBerry and Android.
Additionally, many of the platform’s tools have been enhanced, including: tighter permission controls, extended online help, improved customization settings, enhancements to the report wizard, and improvements to the FAQ and self-service portal. The new version includes a calendar in the self-service portal that allows end users to view the request dates and due dates of the service requests they’ve submitted. It also supports integration with Outlook Web Access (OWA) protocol for improved integration.