SysAid Automate Plus

Basic Information

• Model: SysAid Automate Plus represents a suite of advanced automation capabilities and AI-driven features integrated within the broader SysAid ITSM platform.
• Version: The latest stable version for on-premise deployments is 24.4.60 b117. Cloud deployments receive continuous, weekly automatic updates.
• Release Date: Specific release dates for "Automate Plus" as a standalone product are not provided; it evolves as part of SysAid's continuous development of its ITSM platform.
• Minimum Requirements: Refer to the SysAid server and agent system requirements detailed in the Technical Requirements section.
• Supported Operating Systems:
  • Server (On-Premise): Windows Server (2008 R2, 2012, 2016, 2019), Linux (Centos 7, Debian 9/10, Ubuntu 16.04, 18.04, 19.10, 20.04).
  • Agent: Windows (10, 8, Server 2019, 2016, 2012), macOS (10.11 and above), Linux, Unix (IBM AIX, FreeBSD, Solaris, HP-UX).
• Latest Stable Version: 24.4.60 b117 for on-premise. Cloud versions are updated weekly.
• End of Support Date: SysAid recommends keeping on-premise servers updated to the latest OS versions and security patches. Cloud deployments benefit from continuous updates.
• End of Life Date: Not publicly specified.
• Auto-Update Expiration Date: Cloud versions receive weekly automatic updates. On-premise users are encouraged to upgrade regularly.
• License Type: Subscription-based, with pricing tailored to the number of agents, users, modules, and specific business needs. Available in various plans including Help Desk, ITSM, and Enterprise.
• Deployment Model: Available as a Cloud (SaaS) solution or an On-Premise installation.

Technical Requirements

• RAM:
  • Minimum: 4 GB for SysAid server.
  • Recommended: 8 GB for SysAid server.
  • Additional: 4 GB for Patch Management capabilities on server or Remote Discovery Service (RDS).
• Processor:
  • Minimum: 2.0 GHz.
  • Recommended: Quad-Core Xeon or equivalent.
• Storage:
  • Minimum: 16 GB for SysAid server.
  • Recommended: 32 GB for SysAid server.
  • Additional: 10 GB for Patch Management capabilities.
• Display: 1280x1024 resolution or above.
• Ports:
  • Agent Deployment: TCP 139, 445, UDP 137, 138, 8193.
  • Post-Deployment: Only UDP 8193 needs to remain open.
  • Automate Joe: Ports 2217-2220.
• Operating System:
  • Server (On-Premise): Windows Server 2008 R2 (minimum), Windows Server 2012 and above (2016, 2019 supported). Linux/Unix (Centos 7, Debian 9 stretch/buster 10, Ubuntu 16.04 Xenial Xerus, 18.04 Bionic Beaver, 19.10 Eoan Ermine, 20.04 Focal Fossa). Windows 10 and 8 can be used for test environments.
  • Agent: Windows (10, 8, Server 2019, 2016, 2012), macOS 10.11 and above, Linux (Centos 7, Debian 9/10, Ubuntu 16.04, 18.04, 19.10, 20.04), Unix (IBM AIX, FreeBSD, Solaris, HP-UX).
• Additional Software: .NET Framework 4.8 (for Automate), Microsoft Visual C++ Redistributable for Visual Studio 2015, 2017, and 2019, Windows Installer 4.5. .NET Framework 3.5 SP1 or higher for SysAid server.
• Database: MS SQL Server 2008 R2 Express (bundled), MySQL 5.6 and 5.7, MS SQL Server 2019 (recommended). Oracle 11g (not supported in versions 21.4 or higher).

Analysis of Technical Requirements: SysAid Automate Plus, as part of the SysAid ITSM platform, presents flexible technical requirements, supporting both Windows and various Linux distributions for server deployments. The agent supports a wide array of operating systems, ensuring broad compatibility across diverse IT environments. Resource requirements for the server are moderate, with additional provisions for features like Patch Management. The need for specific .NET Framework and Visual C++ Redistributables indicates a reliance on Microsoft technologies for certain components. Database options are varied, allowing integration with existing infrastructure. Overall, the requirements are typical for an enterprise-grade ITSM solution, offering deployment versatility.

Support & Compatibility

• Latest Version: On-premise deployments are currently at version 24.4.60 b117. Cloud deployments benefit from continuous, weekly automatic updates, ensuring access to the newest features and security enhancements.
• OS Support: Comprehensive support for server operating systems including Windows Server (various versions) and multiple Linux distributions (Centos, Debian, Ubuntu). Agent support extends to Windows, macOS, Linux, and various Unix systems.
• End of Support Date: SysAid's cloud offerings receive ongoing support and updates. For on-premise installations, users are advised to regularly upgrade to the latest versions to maintain support and access to new features and security patches.
• Localization: SysAid offers multi-language support.
• Available Drivers: Not applicable for this software asset directly. However, SysAid provides extensive integration capabilities through its API and a marketplace for third-party applications, facilitating compatibility with a wide range of IT tools and systems.

Analysis of Overall Support & Compatibility Status: SysAid Automate Plus demonstrates robust support and compatibility. Its broad operating system support for both server and agent installations ensures it can integrate into diverse IT infrastructures. The continuous update cycle for cloud deployments guarantees access to the latest features and security, while on-premise users are encouraged to follow regular upgrade paths. Multi-language support enhances its usability in global environments. The platform's strong emphasis on integrations, via API and a dedicated marketplace, allows for extensive compatibility with other enterprise tools, making it a versatile component within a larger IT ecosystem.

Security Status

• Security Features: SysAid incorporates enterprise-grade security, data protection, DDoS protection, and data backup. It includes built-in governance and guardrails for AI features, ensuring responsible AI usage. Cloud deployments are hosted in secure AWS data centers. An AI security engine checks all code, and new AI agents undergo approval processes. Customizable AI agents and prompts allow adherence to organizational security policies.
• Known Vulnerabilities: Past on-premise versions have experienced XML External Entity (XXE) injection flaws (CVE-2025-2775, CVE-2025-2776, CVE-2025-2777), which could lead to unauthenticated remote command execution.
• Blacklist Status: Not applicable for this type of software.
• Certifications: SysAid is ISO 27001, ISO 27017, ISO 27018, and SOC2 Type 2 compliant. It also adheres to GDPR and CCPA regulations.
• Encryption Support: Data at rest is secured with AES-256 encryption. Data in transit uses TLS 1.3 (SSL/TLS) encryption. AWS Key Management Service (KMS) manages encryption key lifecycles.
• Authentication Methods: Supports Multi-factor Authentication (MFA) and Single Sign-On (SSO) with various providers including SAML 2.0, Google Apps, ADFS, Okta, CAS, OneLogin, Office365, OpenAM, and Shibboleth. Integrates with LDAP and Active Directory. Password complexity rules are also supported.
• General Recommendations: Users should always install the latest version of SysAid, ensure the server OS is updated with the latest security patches, restrict external access to the SysAid server, utilize VPN and 2FA, and deploy additional security controls such as EDR (Endpoint Detection and Response) and WAF (Web Application Firewall).

Analysis of Overall Security Rating: SysAid Automate Plus, as part of the SysAid platform, demonstrates a strong security posture with comprehensive certifications, robust encryption for data at rest and in transit, and a wide array of authentication methods. The integration of AI security features, including code checks and agent approval, highlights a proactive approach to emerging threats. However, the existence of past vulnerabilities in on-premise solutions underscores the critical importance of adhering to SysAid's security recommendations, particularly regarding timely updates and network access controls, to maintain a secure environment.

Performance & Benchmarks

• Benchmark Scores: Specific public benchmark scores for SysAid Automate Plus or the broader SysAid ITSM platform are not readily available.
• Real-World Performance Metrics: User feedback frequently highlights improved efficiency and faster service delivery as direct results of SysAid's automation capabilities. The platform includes an IT Benchmark tool that allows organizations to compare their IT performance metrics, such as ticket resolution times and ticket ratios, against industry averages and their own historical data.
• Power Consumption: Not directly applicable to software; power consumption depends on the underlying hardware infrastructure where SysAid is deployed.
• Carbon Footprint: Not applicable.
• Comparison with Similar Assets: SysAid is often compared to other ITSM solutions like ServiceNow, Jira Service Management, Freshservice, and ManageEngine ServiceDesk Plus. Users generally praise SysAid for its ease of use, customer support, customization, and comprehensive features. In direct comparisons, SysAid often scores higher in areas such as quality of support, ticket creation user experience, automated ticket routing in incident management, asset management capabilities, and workflow management. Scalability is also positively noted by users, with the platform effectively handling growth in users and assets.

Analysis of Overall Performance Status: While specific numerical benchmarks are not publicly disclosed, SysAid Automate Plus is consistently recognized by users for its positive impact on operational performance. Its AI-driven automation features contribute to significant improvements in efficiency, leading to faster service delivery and reduced manual effort. The platform's scalability ensures it can meet the demands of growing organizations without performance degradation. Comparisons with competitors frequently highlight SysAid's strengths in core ITSM functions and automation, positioning it as a strong performer in the market.

User Reviews & Feedback

• Strengths: Users consistently praise SysAid for its intuitive and user-friendly interface, making it easy to adopt for both administrators and end-users. The customer support receives high marks for being responsive and helpful. Extensive customization options allow organizations to tailor workflows and improve efficiency. The platform offers a comprehensive suite of features, including robust asset management and effective ticket management, which enhance productivity. Its AI capabilities are noted for automating repetitive tasks and streamlining workflows. Users also find the solution to be highly scalable.
• Weaknesses: Some users report that certain parts of the user interface, particularly in the admin portal and workflow management, appear outdated and could benefit from a refresh. The built-in remote control features are sometimes considered limited compared to specialized tools, leading some to prefer third-party integrations. While reporting is robust, advanced analytics capabilities may not match dedicated Business Intelligence (BI) tools. A steep learning curve for complex configurations and occasional reports of missing features in dashboards are also mentioned. Mobile user support is an area identified for potential improvement.
• Recommended Use Cases: SysAid Automate Plus is highly recommended for mid-sized to large organizations seeking a comprehensive ITSM solution. It is particularly well-suited for IT teams aiming to leverage AI and automation to streamline help desk operations, enhance asset management, and improve service delivery. Organizations prioritizing data-driven decision-making and ITIL compliance find its features align well with their objectives. It is ideal for those looking to automate repetitive tasks, improve ticket triage, and achieve greater operational efficiency.

Summary

SysAid Automate Plus, as an integral part of the SysAid ITSM platform, stands out as a powerful solution for enterprise asset management and IT service delivery. Its core strength lies in its advanced AI-driven automation capabilities, which significantly enhance efficiency by automating ticket triage, workflow execution, and routine IT tasks. The platform offers comprehensive ITSM features, including robust asset management, incident management, and a highly customizable self-service portal. Users consistently commend its intuitive interface, responsive customer support, and extensive customization options, which allow organizations to tailor the system to their specific needs.

Security is a key focus, with enterprise-grade measures, AES-256 encryption, TLS 1.3 for data in transit, and adherence to certifications like ISO 27001 and GDPR. The platform supports a wide range of operating systems for both server and agent deployments, ensuring broad compatibility.

However, some areas for improvement include the modernization of certain UI elements, particularly in the admin and workflow management sections. While functional, the built-in remote control features are sometimes seen as less comprehensive than dedicated tools, and advanced analytics might not fully satisfy those requiring highly specialized BI capabilities.

Overall, SysAid Automate Plus is an excellent choice for mid-sized to large organizations looking to optimize their IT operations through intelligent automation and a comprehensive ITSM framework. Its strengths in AI-powered efficiency, strong support, and customization outweigh its minor weaknesses, making it a valuable asset for enhancing IT service delivery and productivity.

Information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.