Avi Kedmi, SysAid CEO: “SysAid’s approach to AI is practical and transparent, yet highly advanced and  that combination is exactly what sets our products apart. We focus on delivering AI that organizations can easily understand, trust, and deploy, while still providing the  sophistication needed to drive real impact.”

SysAid sits at an interesting moment in the evolution of enterprise operations. Under CEO Avi Kedmi, the company has locked onto a straightforward mission that resonates with anyone who has ever worked inside a bottlenecked IT department: free organizations from the grind by putting practical, reliable AI to work for their people.

Here’s the thing. Most teams don’t struggle because they lack talent or effort. They struggle because they’re buried under repetitive tasks that swallow entire days. SysAid was built to break that cycle. The foundation is a mature ITSM platform, the kind that already handles the nuts and bolts of incident, problem, change, and request management. On top of it, the company layered a smart operational engine powered by Agentic AI. These AI Agents jump in immediately when issues surface, take the first action, and clear the noise so IT pros only get involved when human judgment actually matters. What this really means is that the workday shifts. Instead of chasing tickets, teams can focus on optimization, innovation, and longer-term challenges. And even though IT is the natural starting point, the same capabilities can support HR, Finance, Legal, and any other department drowning in repeatable workflows. SysAid’s approach works because the AI is purpose-built for IT. Security and governance aren’t bolted on later; they’re part of the architecture. Companies can turn it on quickly, without painful migrations, and rely on dedicated support to keep everything running smoothly.

The platform goes beyond ticketing. A built-in CMDB tracks assets and maps their relationships, giving full visibility into the environment. Contract and license management bring automated SaaS discovery, usage insights, and cost controls that help eliminate shadow IT and keep audits painless. With more than a thousand integrations available out of the box and a developer API for anything custom, teams can stitch together everything from quick approval flows to complex multi-step automations. They can monitor MTTR, spot bottlenecks, and keep work moving. The result is simple. IT teams stop putting out fires and start shaping the future of their organizations.

In conversation with Avi Kedmi, CEO of SysAid

SysAid markets itself as an “AI First” platform, not just AI enhanced. What fundamental architectural difference separates an AI native ITSM platform from legacy systems that have added AI features, and how does this impact the user experience for IT teams and end users?

The distinction between an AI-native platform where AI is built into the foundation from day one versus legacy systems with added AI features represents a fundamental shift in how ITSM platforms are designed. AI-powered ITSM treats AI as a feature set rather than a foundation, with systems remaining fragmented across multiple tools, while AI-native ITSM builds its structure around AI from the start, learning continuously from ongoing user interactions, understanding context, and keeping that information for future use. AI-native architectures ask what could be built if intelligence were free and infinite, rather than how to make existing systems smarter. This means the platform’s data flows, user interfaces, and automation capabilities are designed with AI capabilities as core assumptions, not afterthoughts.

Impact on User Experience:

For IT teams, this translates to AI agents built into ITSM from day one, supported by enterprise-grade security, full visibility, and override controls. Rather than switching between traditional interfaces and AI features, teams work within a unified environment where AI agents take the first action, so IT pros intervene only when truly needed.

For end users, AI is the core engine of the entire experience. It’s not one feature layered on top of another, it’s a full ecosystem where the chatbot, data pool, monitoring systems, and agents work together seamlessly. The AI provides an end-to-end experience: troubleshooting issues, pulling relevant organizational knowledge, executing AI agents to solve problems automatically, and opening a service request only if required. This embedded AI experience means agentic chatbots predict, reason, and act in real-time, delivering empathetic and conversational multilingual support across all channels. The result is a natural, consumer-grade experience rather than forcing users through traditional ticketing forms.

With a core principle being “Customers EAT FIRST,” how does this philosophy directly shape your product development roadmap and customer support model, especially when balancing innovation with stability for your 10 million global users?

“Customers EAT FIRST” isn’t just a slogan for us. It’s how we make decisions every single day, putting customer needs at the center of everything we do.

In product development, our roadmap is heavily influenced by real customer feedback and usage data from thousands of customers. Our leadership is deeply committed to customer-driven development, with our product strategy focused on creating solutions that meet actual customer needs.

For balancing innovation with stability, we take a measured approach. Yes, we’re pushing the boundaries with Agentic AI, but we do it on a proven ITSM foundation. Our AI is purpose-built for IT service management, trained on real tickets and workflows from millions of users, so innovation comes with built-in reliability. Our customer success stories show we can reduce MTTR from 25 days to 2 days while maintaining high satisfaction, which demonstrates we’re not innovating at the expense of stability.

In customer support, we’ve been recognized with a prestigious Stevie Award for customer service, and our support teams are by customers’ side every step of the way. We practice what we preach by using our own platform to ensure responsive, effective support. When you’re serving 10 million users, you can’t afford to treat support as an afterthought.

The platform’s “AI Agent Builder” allows for the creation of fully agentic workflows. How does this democratize automation for IT teams, and what are the security and governance frameworks in place to ensure these agents operate reliably and within policy?

The AI Agent Builder democratizes automation by allowing IT teams to create fully agentic workflows without needing specialized coding skills. Instead of relying on developers or external automation tools, teams can design, test, and deploy AI-driven actions directly within the platform. This empowers IT to automate resolutions, approvals, and data lookups faster than ever—while ensuring every workflow aligns with their internal processes, SLAs, and policies.

Safety & control

Through customizable guardrails, you define exactly what AI agents can and cannot do, such as blocking access to payroll data or preventing escalations without approval. Role-based access ensures only authorized team members can create or manage agents. All credentials used by AI agents are encrypted and stored within secure connections.

Security & transparency

Data remains private, anonymized, and confined to your SysAid environment. Every interaction is fully logged for traceability, so if an agent behaves unexpectedly, you can review precisely what it did and why. All AI-generated code is scanned by our built-in security engine, ensuring nothing unverified reaches production.

Customization & governance

Before any new AI agent goes live, it must be reviewed and approved by your designated AI admin. Each agent can be tailored to follow your organizational rules from password policies to compliance requirements. Even the prompts, tone, and communication style are customizable, allowing the AI to reflect your standards.

Operating in 140 countries, how does SysAid’s platform accommodate the diverse regulatory, linguistic, and cultural requirements of a global clientele while maintaining a unified, intelligent core system?

SysAid addresses the needs of clients across 140+ countries by combining robust compliance and security controls (including GDPR, data-residency options, encryption, ISO/SOC-certified cloud infrastructure) with flexible localization and personalization — its interface and Self-Service Portal are officially supported in multiple languages (English, French, German, Italian, Portuguese, Spanish, Hebrew), and additional languages can be added or customized via translation files. This multilingual/localization feature allows organizations to present native-language UIs appropriate for their users, while the core — including workflow logic, asset management and integrations (API, SSO, LDAP, databases) — remains unified, secure and centrally managed.

What does the future hold for your company and its customers? Are exciting things on the way?

Absolutely! We have several exciting developments in the pipeline. Our License Manager continues to deliver value by helping organizations discover SaaS applications, reduce wasted spend, and eliminate shadow IT—all within one centralized ITSM hub.

We’re also expanding our AI capabilities significantly. Our AI agents are growing to extend their power across the entire hub, and we’re upgrading the AI Agent Builder to make the creation process even more efficient and seamless.

One of our most exciting initiatives is ESM (Enterprise Service Management). We’re extending SysAid beyond traditional IT service management to empower other departments across the organization. This means teams like HR, Finance, Legal, and Facilities can leverage the same powerful workflow automation, ticketing capabilities, and AI-driven tools that IT teams have been using. By bringing SysAid’s proven platform to these departments, we’re enabling true organization-wide collaboration and service excellence, breaking down silos and creating a unified service experience for everyone.

Meet the leader behind the success of SysAid

Avi Kedmi is the CEO of SysAid. With extensive leadership experience, including founding a machine learning startup, he is passionate about using technology to solve real-world challenges. At SysAid, he is leading the charge into the Agentic AI era with a bold vision for the future of ITSM, driving cutting-edge solutions for the mid-market. His dedication to innovation and growth inspires his team to think big and make a real impact.

Avi kedmi, CEO

“The AI Agent Builder democratizes automation by allowing IT teams to create fully agentic workflows without needing specialized coding skills. Instead of relying on developers or external automation tools, teams can design, test, and deploy AI-driven actions directly within the platform.”