SysAid

Technical
Presentation

www.sysaid.com | sales@sysaid.com | Phone (Toll-Free US): 1-800-686-7047 | Phone: +972 (3) 533-3675
SysAid Overview

A Global ITSM Technology

Customer-Driven
Solution Provider Built for You

Helping customers improve their IT and Recognized by global analyst firms 100% driven by customers and their
IT service delivery since 2002 such as Forrester Research and evolving ITSM, and wider IT
Gartner management, needs
Over 10,000 happy customers in all
sectors and of all sizes Cloud and On-Premise versions, plus Thriving SysAid Community – with over
Education and MSP editions 180,000 members
Used in more than 140 countries and
available in 42 languages More than 1,200 SaaS customers “SysAid on the Road” – you help us
make SysAid even better

Page 2 SysAid Technical Presentation

Presentation Coverage

Architecture Minimum SysAid SysAid Cloud SysAid Agent

Requirements Capabilities

Agentless Integration SysAid API Patch SysAid Mobile

Discovery Management

Page 3 SysAid Technical Presentation

Architecture

SysAid Technical Presentation

SysAid On-Premise Architecture

Linux servers

Wintel servers
SysAid
Server
Unix servers: AIX,
Solaris, HP-UX,
others
Network (LAN) Data Center
Virtual servers, Citrix
farms, terminal
servers

WAN

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SysAid Cloud Architecture

Data
DNS Center

Data Data
Center Center

Availability Zone A Availability Zone B Availability Zone C

Load Load Balancer Load Balancer

Data
Center
Application Application Application
Servers Servers Servers

DB01 - AZ A DB02 - AZ B DB03 - AZ C

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Minimum Requirements

SysAid Technical Presentation

 SysAid Server Minimum Requirements
Component Minimum Requirement

Up to 500 assets 500 - 2000 assets More than 2000 assets

Computer and processor 2.0 GHz Dual-Core Xeon or Quad-Core Xeon or equivalent
equivalent

RAM 2 GB 2 GB 4 GB

HD space 4 GB

Operating system* • Windows** XP, Windows Vista, Windows 7, Windows 8, Windows Server 2003, Windows Server
(32-bit or 64-bit) 2008, Windows Server 2008 R2, Windows Server 2012
• Linux***/Unix/Mac

Java version • Included in Windows installation package

• For Linux/Unix/Mac, SUN Java 1.7 is required

Tomcat version • Included in Windows installation package

• For Linux/Unix/Mac, Tomcat 7 is required

Optional Web server**** IIS, Apache (httpd)

* Environments with more than 2,000 assets require a 64-bit operating system
**.NET Framework 2.0 SP 2 or above must be installed in order to perform network discovery
*** When the SysAid server is installed on a Linux server, the SysAid RDS is required for agent deployments
**** To place in front of Tomcat

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 Database Server Minimum Requirements
Component Minimum Requirement

Up to 500 assets 500 - 2000 assets More than 2000 assets

Computer and processor 2.0 GHz Dual-Core Xeon or Quad-Core Xeon or equivalent
equivalent

RAM 2 GB 2 GB 1 GB for every 1000 assets

HD space 8 GB per year per 1000 assets

Supported DBs • MS SQL (2000, 2005, 2008, 2008R2 and 2012) Express*, Standard, and Enterprise
• MySQL 5.X
• Oracle (9i, 10g, and 11g)

Operating System According to the selected database

* MS SQL Express requires an additional 1 GB of RAM, and can contain up to 10 GB of data.

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UI Minimum Requirements

Component Minimum Requirement

Supported browsers for end users IE 8.0 or above, Firefox, and Chrome

Supported browsers for admins IE 9.0 or above, Firefox, and Chrome

Display resolution 1280x1024 display or above

Remote Control using RCG, Requires an HTML 5 compatible browser (IE 9.0, Firefox, and Chrome)
My Desktop

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SysAid Capabilities

SysAid Technical Presentation

SysAid Capabilities ITSM Edition Overview
Knowledge Password
Self Service Base Services Chat SysAid Agent Remote Desktop
End-User
$
Portal

$
Available at extra cost

Page 12 SysAid Technical Presentation

SysAid Capabilities ITSM Edition Overview
Knowledge Password
Self Service Base Services Chat SysAid Agent Remote Desktop
End-User
$
Portal

IT Service Management Asset Management & IT Operations

Problem Change Mobile Network Monitoring Patch

Service Desk Asset Management Management
Management Management Apps Discovery $
$

Service Remote Remote Mobile Tasks &

Incident Request Hardware Software
Level CMDB Control Discovery Device Projects
Management Fulfillment Inventory Inventory
Management (1 Channel)* Service Management $

$
Available at extra cost

* Additional channels available at extra cost

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SysAid Capabilities ITSM Edition Overview
Knowledge Password
Self Service Base Services Chat SysAid Agent Remote Desktop
End-User
$
Portal

IT Service Management Asset Management & IT Operations

Problem Change Mobile Network Monitoring Patch

Service Desk Asset Management Management
Management Management Apps Discovery $
$

Service Remote Remote Mobile Tasks &

Incident Request Hardware Software
Level CMDB Control Discovery Device Projects
Management Fulfillment Inventory Inventory
Management (1 Channel)* Service Management $

Manager Dashboard Admin Portal Reporting IT Benchmarks

Analytics $

$
Available at extra cost

* Additional channels available at extra cost

Page 14 SysAid Technical Presentation
SysAid Capabilities ITSM Edition Overview
Knowledge Password
Self Service Base Services Chat SysAid Agent Remote Desktop
End-User
$
Portal

IT Service Management Asset Management & IT Operations

Problem Change Mobile Network Monitoring Patch

Service Desk Asset Management Management
Management Management Apps Discovery $
$

Service Remote Remote Mobile Tasks &

Incident Request Hardware Software
Level CMDB Control Discovery Device Projects
Management Fulfillment Inventory Inventory
Management (1 Channel)* Service Management $

Manager Dashboard Admin Portal Reporting IT Benchmarks

Analytics $

OOTB Integration: LDAP, Email, SMS, External DB,

API Integration: Telephony, ITOM, ERP, CRM, and Billing.
and common 3rd-party solutions.

$
Available at extra cost

* Additional channels available at extra cost

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SysAid Cloud

SysAid Technical Presentation

SysAid Cloud Data Centers

USA EUROPE MIDDLE EAST ASIA PACIFIC

US-AWS is hosted on EU-AWS is hosted on IL-TC is hosted in AU-AWS is hosted on
three availability zones three availability zones Petach-Tikva, Israel two availability zones
in Virginia with Amazon in Ireland with Amazon with Triple-C. in Sydney with Amazon
Web Services. Web Services. Web Services.

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SysAid Cloud Security

AWS and SysAid’s Shared Compliance Responsibility

AWS operates, manages, and controls the components from the host operating system
and virtualization layer, down to the physical security of the facilities in which the service
operates. SysAid, like any other AWS customer, has responsibility for, and manages the:

Guest operating system SysAid Cloud application Configuration of the

(including updates and AWS-provided security
security patches) group firewall

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Security & Compliance Standards

PCI DSS Level 1

SOC 2 FedRAMP

SOC 3 HIPAA
From an AWS hosting
perspective, the key
security certifications
include:
CSA ISO 27001

SOC 1/SSAE 16/ISAE 3402

(formerly SAS70)

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SysAid Agent

SysAid Technical Presentation

SysAid Agent

In addition to taking a basic hardware and software inventory, the lightweight

SysAid Agent provides additional capabilities. For example:

You can launch a remote The SysAid Agent also The SysAid Agent also
control session or initiate allows end users to supports monitoring,
a chat conversation automatically submit a asset availability, remote
directly from a service ticket, with a captured control, SysAid Remote
record where the asset is screenshot, via a hotkey Desktop, and more.
running the SysAid Agent. (F11).

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SysAid Agent Deployment Methods

Method Supported OS

Windows Linux Mac

Using the built in Network Discovery Tool

Using the SysAid Administrator Tools - -

Using an MSI Deployment Package - -

Using a network login script - -

From an asset imported by a WMI scan - -

Manually, on a per machine basis

Before deploying the Agent, using the SysAid Deployment Tool, the following ports must be opened between
the deploying computer and the target computers: TCP 139, TCP 445, UDP 137, UDP 138, and UDP 8193.
After the Agent is deployed, only port 8193 needs to be kept open. (The Agent will work if this port is closed,
but you’ll lose certain functionality.)

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 SysAid Agent Minimum Client Requirements
Item Requirements

Hardware Processor 1500MHZ

RAM 512MB

Free disk space 50MB****

RAM usage For 32-bit installation 15M

For 64-bit installation 20M

Software Operating System - supports both Windows* 8, 7, Vista, XP, Server 2012, 2008, 2003
32-bit and 64-bit Linux/Mac**
Unix, IBM’s AIX, FreeBSD, Solaris, HP-UX***

Supported browsers IE 8.0 or above, Firefox 2.0 or above and Chrome 4.0 or above

Screen resolution 1280x1024 display or above

* .NET Framework 2.0 SP 2 or above is required

** For inventory feature only
*** Through a third-party tool; please contact our support team for more information
**** To enable Patch Management capabilities, an additional 1.5GB is required

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Agentless Discovery

SysAid Technical Presentation

Agentless Discovery

SysAid also performs Discovery tasks are Recurring network

agentless network performed using SysAid’s discovery tasks can be
discovery, using the WMI Remote Discovery scheduled to ensure that
and SNMP protocols, to Service (RDS), which can you always have an
obtain a full hardware and be installed remotely on up-to-date picture of
software inventory for any network segments your network.
each discovered device.
that lie beyond firewalls.

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SysAid Remote Discovery Service (RDS)
asset13

asset12
asset14
To optimize network
communication in large-
asset11
scale networks, and to asset12
asset11 asset13
perform discovery tasks Branch1 asset14
asset15
behind firewalls, SysAid asset16
provides an RDS that asset17
WAN asset18
acts as a proxy for the asset19
asset20
SysAid Server in remote
networks SysAid
Server

Branch2 Branch3

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SysAid Remote Discovery Service (RDS)

SysAid SysAid
WAN Server WAN Server

Branch2 Branch

LDAP

Monitoring tests performed by SysAid RDS LDAP integration, performed by SysAid RDS

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SysAid RDS Minimum Requirements

Component Minimum Requirement

Up to 500 assets 500 - 2000 assets More than 2000 assets

Computer and 2.0 GHz Dual-Core Xeon or Quad-Core Xeon or equivalent

processor equivalent

RAM 2 GB 2 GB 4 GB

Network There must be a network connection available to SysAid Server

connectivity

HD space 400 MB

Operating System Windows* XP, Windows Vista, Windows 7, Windows 8, Windows Server 2003, Windows
Server 2008, Windows Server 2008 R2

* .NET Framework 2.0 SP 2 or above must be installed

Note: For optimal performance, we recommend that branches with 20 assets or more use RDS nodes. For more information,
see the SysAid Remote Discovery Service Guide.

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Integration

SysAid Technical Presentation

Integration Capabilities

SysAid API Database

Oracle, MySQL, SQL, Derby
(included in installation)

LDAP Web Server

Active Directory,
Domains, etc.

SysAid
Server

Messaging SSO
SMS/Text Message Single Sign-On

Email Server
Incoming & Outgoing Emails

Page 30 SysAid Technical Presentation

Integration Minimum Requirements
Component Minimum Requirements

Email Outbound SMTP/S

Email Inbound Supported protocols:

• POP3/S

• IMAP/S

• OWA (Microsoft Exchange 2007 and 2010 only)

• MAPI (Microsoft Exchange only, on local network only)

LDAP Supported LDAPs:

• Microsoft Active Directory (automatic configuration)

• Any LDAP based directory, e.g Open LDAP

API Requires an integrated development environment (IDE) that supports generating objects from a WSDL file

SMS • HTTP(S) account with a supported SMS gateway (Clickatell, Red Oxygen, Office Core/SMSCenter)

• Support for any other gateway that supports HTTP(S) API can be added by Professional Services

SSO • Microsoft Active Directory (via NTLM and Kerberos)

• Central Authentication Services (CAS)

Exchange (Calendar) Supported with OWA and MAPI protocols for Microsoft Exchange only

API Requires iReport version 3.7.6

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Integration

And All SysAid Modules Just Work Together

Analytics IT Service End-User Portal Asset Management & Integration

Management IT Operations

Page 32 SysAid Technical Presentation

SysAid API

SysAid Technical Presentation

SysAid API

SysAid
API

Add Activity Update Update Get Activity Create Service

to Ticket Contacts Supplier Info Details Request

Time
Tracking CRM ERP Billing Telephony
Tools

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Patch Management

SysAid Technical Presentation

SysAid Patch Management

WAN
Your
Network SysAi
d
Agent
SysAid
Server

Page 36 SysAid Technical Presentation

SysAid Patch Management Minimum Requirements

Component Minimum Requirement

Up to 500 assets 500 - 2000 assets More than 2000 assets

RAM 2 GB 2 GB 4 GB

HD space 5 GB 10 GB 20 GB

Internet Connection 1544 kbps 1544 kbps 1544 kbps

Bandwidth

Note: A single SysAid RDS node (or SysAid Server) can support up to 2000 Patch Management enabled assets. To enable Patch Management on
more than 2000 assets, you must use additional RDS nodes.

Page 37 SysAid Technical Presentation

SysAid Patch Management Requirements Examples

Example

1
Let's say you’re using the SysAid Server to manage
600 assets, and 300 of them are Patch Management enabled.

Aside from the 2 GB of RAM and 4 GB of HD space required for the SysAid Server,
you’ll also need an additional 4 GB of RAM
and 10 GB of HD space for Patch Management capabilities.
In total, you’ll need 6 GB of RAM and 14 GB of HD space for the SysAid Server.

Page 38 SysAid Technical Presentation

SysAid Patch Management Requirements Examples

Example

2
Let's say you’re using the SysAid RDS in one of your branches to manage
200 assets, and 100 of them are Patch Management enabled.

Aside from the 2 GB of RAM and 400 MB of HD space required for the RDS,
you’ll also need an additional 4 GB of RAM
and 10 GB of HD Space for Patch Management capabilities.
In total, you’ll need 6 GB of RAM and 10.4 GB of HD space for the SysAid RDS.

Page 39 SysAid Technical Presentation

SysAid MDM

All SysAid MDM communications between mobile To ensure this, SysAid MDM only functions in environments
devices and the SysAid Server are fully secure configured as follows:

There is SSL access to the SysAid Server using a

valid, signed certificate
If you’re using SysAid Cloud, SSL access over the
Internet is already provided and you need only to The SysAid Server is accessible from the Internet
generate the APNs certificate using SSL

For iOS, a special APNs (Apple Push Notification

If you’re using SysAid On-Premise, you can start using service) certificate has been issued and uploaded to
SysAid MDM as soon as you complete these security your SysAid Server
configurations

Page 40 SysAid Technical Presentation

SysAid Mobile

SysAid Technical Presentation

SysAid Mobile Apps Minimum Requirements

iPhone
Version 3.1+

Android
Version 2.2+

Page 42 SysAid Technical Presentation

Thank You

1-800-686-7047 (Toll-Free US)

+972 (3) 533-3675

sales@sysaid.com