SysAid Enterprise Service Management (ESM) lets you extend service management beyond IT, giving every department its own tailored environment to manage requests, workflows, and communication. Instead of funneling everything through a single IT-centric pipeline, ESM creates focused hubs for teams like HR, Finance, or Facilities, each with its own processes, automations, and AI-powered assistance.
The result is a more organized, scalable, and intuitive experience for both service teams and end users, with one platform acting as the shared foundation.
Available for:
SysAid ESM is currently still in beta. You can reach out to your SysAid represenetative or apply here if you want to try it out.
How it works
Creating a new space is a controlled action to ensure consistency and governance across your organization.
Please note:
Only IT Admins with both SysAid Administrator and Global Admin permissions can create new Spaces. To learn more about permissions, see Edit Administrator.
When a Space is first created, it is set to Draft status.
In this mode, the Space is only accessible to users who are explicitly invited.
This allows teams to configure workflows, permissions, and content before going live.
Once the setup is complete, the Global Admin who created the Space can change its status to Active.
When a Space becomes Active:
It is made available to all relevant users through the Self-Service Portal.
A dedicated department chatbot is automatically added to users’ chatbot options, enabling faster, more contextual support.
Creating a new space
Click the IT badge at the top of your menu and then click Manage spaces.
You will see a table showing the IT space as your primary space. You will also see space templates you can use to create spaces for other departments.
Click Create space on a template of your choice.
You’ll see a pop-up where you can configure the following:
Display name: The name that will be shown to users in the Self-Service Portal.
Description: This is only shown in the Manage Spaces page available to Global Admins.
Space URL: 2-4 characters that will be added to your existing URL to create a new one that’s specific to this space. The URL cannot be changed once the space is created.
Click Add as draft.
The new Space will be created in Draft mode, where you can continue configuring it before activating it. You will be guided through the process of further setting up the space, adding team members, setting up the email, etc.
Managing spaces
Once a space is created, you can edit its details at any time by going to the Manage Spaces page and clicking the 3-dot menu.
All Global Admins can edit the space details, such as the name of the space and its description:
Only the Global Admin who created the space can go directly to the space Settings page and edit existing settings.
You can also change the space status to “Inactive” to remove it from the Self-Service Portal and make it unavailable to users.