SysAid Enterprise Service Management (ESM) extends service management beyond IT, enabling departments like HR, Finance, and Facilities to deliver structured, efficient services across the organization.
Spaces are the foundation of this approach. Each space represents a dedicated service environment for a specific department, with its own workflows, Service Level Agreements (SLAs), AI chatbot settings, etc.
To help you get started quickly, SysAid provides Space templates, pre-configured spaces designed to give you a structured starting point without building everything from scratch.
Available for:
Customers using SysAid Spaces ESM.
How it works
Space templates are ready-made space configurations that include essential components such as workflows and AI chatbot settings.
Rather than starting with an empty space, templates provide a foundation aligned with common departmental use cases, while still allowing full customization after creation.
Available space templates
SysAid offers several space templates to support different organizational needs:
HR
Supports common employee-related processes such as requests and internal services.Finance
Designed for financial service workflows, including approvals and request handling.Facilities
Handles workplace-related services such as maintenance and equipment requests.Additional IT space
A full ITSM-enabled space similar to the primary IT space, allowing you to extend IT operations to additional teams, regions, or use cases.Custom space
A flexible template you can use for any domain or department, with default business-team configurations already in place so you can build on them instead of starting from scratch.
What’s Included in each space template
Each template provides a structured starting point to help you launch quickly while keeping full control over customization.
Core setup
Predefined space name and description. These can be changed and updated at any point.
Assigned icon and color. These are configured once per space and cannot be changed later.
Automatically generated email address for the space. You can edit it as you want. Once chosen, you will need to go through the steps of setting up the email integration.
Default agent group(s)
Service Desk structure
Pre-built service categories to organize requests
Simplified request forms with relevant fields
Standard statuses and priorities to manage workflows
AI capabilities
Every space has its own AI settings, AI chatbots, Data Pool, etc. The capabilities include:
AI chatbot framework with suggested welcome messages and prompts
Built-in guardrails to guide interactions
Optional connection to organizational data sources through datasets in the Data Pool.
Portal & user experience
Each space has a ready-to-use service catalog that exists in a designated Self-Service Portal for that space. All the Chatbot links across the Self-Service Portals will lead to one unified chatbot experience for the end-users.
Tip!
To learn how to fully customize your space’s Self-Service Portal, see Self-Service Portal General Settings.
Adjusted capabilities for non-IT spaces
IT-specific features are simplified or disabled
Service types are aligned with general service workflows rather than ITIL-specific processes
The Self-Service Portal experience
Once a space is activated, it becomes available to all users through the Self-Service Portal.
Users interact with a single chatbot interface that supports multiple departments. Each space is represented as a selectable option within the chatbot, allowing users to switch between departments as needed.
Users can switch between departments using the space selector in the chat interface
Each selection routes the conversation to the relevant department’s chatbot configuration
The active space indicates which department the user is currently interacting with. Each chatbot also includes department-based suggested prompts to help the user get started.
This allows users to access services across multiple departments from one place, while each team maintains its own workflows and logic behind the scenes.
What templates don’t do:
Space Templates are designed to accelerate setup, not replace configuration.
After creating a space, you can:
Customize forms, workflows, and categories
Adjust automation and AI behavior
Modify the portal and user experience
Add integrations and data sources
Some elements may start as general placeholders and should be tailored to your organization’s needs.
To learn how to create a new space, see Creating a New Space in SysAid.
Choosing the right template
Select a template that best matches your department or use case.
Use department templates, HR, Finance, and Facilities, for a structured starting point aligned with common workflows
Use the additional IT space to extend ITSM capabilities beyond your primary IT space
Use the Custom space template when you need a flexible template for any domain or department, with default business-team configurations already in place so you can build on them instead of starting from scratch.
Next steps
After selecting a template, you can create your space and begin customizing it to fit your organization.
To learn how to create a new space, see Creating a New Space in SysAid.