SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559 Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205

http://www.sysaid.com

Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel

page 1

Most of us probably do not associate the world's most popular soft

drink with IT - unless, of course, you're the type that enjoys a cold

Coke while resolving user issues. For Sarit Hershkovitz, Coca-Cola is

more than a beverage; it's a job that requires a sophisticated team of

experts to provide non-stop technical support for all sectors of the

organization. As the head of the help desk team at Coca-Cola Israel's

Central Bottling Company, Sarit must coordinate different IT centers

to serve the needs of thousands of users, 24 hours a day. How does

she do it? Pushing the definition of "hard work" to a new level, Sarit

has succeeded in promoting a powerful SysAid Internal Campaign

that has won the commitment of senior management and

administrators. Now that's refreshing!

Sarit HershkovitzHelp Desk Manager, IT Division,

CBC - Coca-Cola Israel

What is your IT background?

I've been in IT for more than ten years, and I've worked in call

center management for seven years.

How long have you been using SysAid?

Since December 2008.

What unique challenges does your IT department face?

Our IT department provides services to several companies

within the CBC group, and the work is tremendously

demanding. We have about 100 administrators in our support

team - 12 in the first level support team, and the rest spread

throughout different locations. We provide support for

thousands of people with a diverse range of needs and

technical experience. The job requires expertise in support,

infrastructure, and applications. Because our customers

represent such a heterogeneous mix of different needs and

technologies, the scope of our knowledgebase must be very

broad. Possessing expertise that covers the entire

technological spectrum requires a lot of experience and hard

work. We provide around the clock support almost 24/7

(excluding Saturdays) all year-round.

Before SysAid, what helpdesk software did you use?

We used SAP-CRM Version 5.0 for our first level administrators.

We found it too cumbersome for our call center and its features

were not helpful or tailored to our needs. It quickly became

apparent that we desperately needed a new solution. We

considered many options including Microsoft, PeopleSoft,

Oracle, and others, but they did not meet our expectations and

needs. They were relatively expensive, required intensive

customization, and were simply beyond our budget-range.

One of our IT consultants then suggested that we try out

SysAid. It looked promising, so we decided to give it a try.

Within three months, we succeeded in implementing SysAid

throughout our IT division.

What factors motivated you to switch to SysAid?

As a group that values service as a distinctive part of our

company's vision, Coca-Cola switched to SysAid with the

primary intention of improving service quality. Part of my job

includes evaluating the quality of the IT division's

service-orientation. I needed to report directly to senior

management about the level of service my team met, but I

lacked the proper measurement and tracking system. I knew

that without better helpdesk software, our support team

would not be able to provide reports that accurately reflect the

failures and successes of our system.

I was also able to demonstrate how cost-effective SysAid is.

SysAid itself is very affordable. It quantifies the service activities

of our helpdesk, so we can accurately evaluate how our

resources are being used and if we are truly maximizing

productivity. When I showed senior management how simple,

convenient, and intuitive SysAid is to work with, they became

very enthusiastic.

Around the Clock Support

http://www.sysaid.com

Which tips can you give IT managers who want to implement

SysAid within their own organizations?

First of all, you should appeal to people on an intellectual level.

You need to initiate cross-departmental meetings and share

with different representatives the benefits of SysAid on an

organizational and personal level. People of course respond to

incentives, so it helps to organize festive, colorful, and fun

activities. Most importantly, you must get management's

support. It's impossible to effectively implement any new

software if you don't have that.

Why did you to start the SysAid Internal Campaign in Coca-Cola?

Our support team really craved change. We had gone through

such a hard time with our previous system, and I saw how

SysAid could transform the day-to-day activities of our IT

department for the better. In particular, I wanted to get my

second level administrators on board. Prior to SysAid, they had

never used any kind of helpdesk software, but only

communicated via email. It was very important to persuade

them that SysAid would in fact benefit them.

What steps have you taken in your SysAid Internal Campaign?

What are your strategies?

I decided to create a festive atmosphere that would engage

administrators and promote awareness. I decorated the

support center with the SysAid posters we received, and I

bought lollypops, balloons, and streamers.

If I could, I would do something much more grandiose,

company-wide. It would be great to have the resources to

educate all the departments about how SysAid can improve

the overall quality of service.

How do you motivate your administrators to use SysAid?

Again, the biggest challenge was winning over my second level

administrators. With my management's support, I was able to

show them how easy SysAid is to use. With SAP-CRM, every

service request took at least 7 minutes to document and

process. With SysAid, it takes an average of one minute! Its

documentation is quite fast, and I quickly get all the

information I need for analysis. It's also very easy to customize,

which we find absolutely crucial.

Q.

A.

Q.

A.

Q. A.

What feedback have you received from your levels 1, 2, and 3

administrators?

The feedback has been absolutely fantastic. They think it's an

amazing system. I have administrators who've worked with

many different helpdesk software products in various support

centers, and they just love SysAid. That's an enormous

compliment, because they have a lot of experience and hold

very high standards. In addition, the second level support's

managers are now able to more easily and efficiently follow

their team's services and activities.

How has SysAid simplified your day-to-day tasks?

It's much easier to supervise the support center's activities.

Tracking service requests is so much simpler. Furthermore, our

customer base is always expanding, and we can now effectively

handle the growing demands with the same number of

administrators. SysAid helped meeting these new challenges.

How would you describe your management style?

I am very collaborative. I share my visions with others, and want

everyone to be included in all new projects and developments.

I believe in the necessity of meeting with representatives from

every department. If management, consulting, HR, and other

departments are part of change processes, implementation

can go much more smoothly. The more people included, the

better - because in the end, they are the ambassadors of

change. Orchestrating that kind of collaboration and

cooperation can be challenging, but it's worth it. Furthermore,

I would characterize my style as supportive and

mission-oriented.

On a more personal note, how would you describe yourself?

Actually, my management style and my personality are one

and the same!

And how do you relax after a long day at work?

I don't! Well, I do enjoy a good book, and I take every

opportunity I can to rest. I really love sleeping.

Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel

Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel

Most of us probably do not associate the world's most popular soft

drink with IT - unless, of course, you're the type that enjoys a cold

Coke while resolving user issues. For Sarit Hershkovitz, Coca-Cola is

more than a beverage; it's a job that requires a sophisticated team of

experts to provide non-stop technical support for all sectors of the

organization. As the head of the help desk team at Coca-Cola Israel's

Central Bottling Company, Sarit must coordinate different IT centers

to serve the needs of thousands of users, 24 hours a day. How does

she do it? Pushing the definition of "hard work" to a new level, Sarit

has succeeded in promoting a powerful SysAid Internal Campaign

that has won the commitment of senior management and

administrators. Now that's refreshing!

Sarit HershkovitzHelp Desk Manager, IT Division,

CBC - Coca-Cola Israel

What is your IT background?

I've been in IT for more than ten years, and I've worked in call

center management for seven years.

How long have you been using SysAid?

Since December 2008.

What unique challenges does your IT department face?

Our IT department provides services to several companies

within the CBC group, and the work is tremendously

demanding. We have about 100 administrators in our support

team - 12 in the first level support team, and the rest spread

throughout different locations. We provide support for

thousands of people with a diverse range of needs and

technical experience. The job requires expertise in support,

infrastructure, and applications. Because our customers

represent such a heterogeneous mix of different needs and

technologies, the scope of our knowledgebase must be very

broad. Possessing expertise that covers the entire

page 2

technological spectrum requires a lot of experience and hard

work. We provide around the clock support almost 24/7

(excluding Saturdays) all year-round.

Before SysAid, what helpdesk software did you use?

We used SAP-CRM Version 5.0 for our first level administrators.

We found it too cumbersome for our call center and its features

were not helpful or tailored to our needs. It quickly became

apparent that we desperately needed a new solution. We

considered many options including Microsoft, PeopleSoft,

Oracle, and others, but they did not meet our expectations and

needs. They were relatively expensive, required intensive

customization, and were simply beyond our budget-range.

One of our IT consultants then suggested that we try out

SysAid. It looked promising, so we decided to give it a try.

Within three months, we succeeded in implementing SysAid

throughout our IT division.

What factors motivated you to switch to SysAid?

As a group that values service as a distinctive part of our

company's vision, Coca-Cola switched to SysAid with the

primary intention of improving service quality. Part of my job

includes evaluating the quality of the IT division's

service-orientation. I needed to report directly to senior

management about the level of service my team met, but I

lacked the proper measurement and tracking system. I knew

that without better helpdesk software, our support team

would not be able to provide reports that accurately reflect the

failures and successes of our system.

I was also able to demonstrate how cost-effective SysAid is.

SysAid itself is very affordable. It quantifies the service activities

of our helpdesk, so we can accurately evaluate how our

resources are being used and if we are truly maximizing

productivity. When I showed senior management how simple,

convenient, and intuitive SysAid is to work with, they became

very enthusiastic.

http://www.sysaid.com

Which tips can you give IT managers who want to implement

SysAid within their own organizations?

First of all, you should appeal to people on an intellectual level.

You need to initiate cross-departmental meetings and share

with different representatives the benefits of SysAid on an

organizational and personal level. People of course respond to

incentives, so it helps to organize festive, colorful, and fun

activities. Most importantly, you must get management's

support. It's impossible to effectively implement any new

software if you don't have that.

Why did you to start the SysAid Internal Campaign in Coca-Cola?

Our support team really craved change. We had gone through

such a hard time with our previous system, and I saw how

SysAid could transform the day-to-day activities of our IT

department for the better. In particular, I wanted to get my

second level administrators on board. Prior to SysAid, they had

never used any kind of helpdesk software, but only

communicated via email. It was very important to persuade

them that SysAid would in fact benefit them.

What steps have you taken in your SysAid Internal Campaign?

What are your strategies?

I decided to create a festive atmosphere that would engage

administrators and promote awareness. I decorated the

support center with the SysAid posters we received, and I

bought lollypops, balloons, and streamers.

If I could, I would do something much more grandiose,

company-wide. It would be great to have the resources to

educate all the departments about how SysAid can improve

the overall quality of service.

How do you motivate your administrators to use SysAid?

Again, the biggest challenge was winning over my second level

administrators. With my management's support, I was able to

show them how easy SysAid is to use. With SAP-CRM, every

service request took at least 7 minutes to document and

process. With SysAid, it takes an average of one minute! Its

documentation is quite fast, and I quickly get all the

information I need for analysis. It's also very easy to customize,

which we find absolutely crucial.

Q. A.

Q. A.

What feedback have you received from your levels 1, 2, and 3

administrators?

The feedback has been absolutely fantastic. They think it's an

amazing system. I have administrators who've worked with

many different helpdesk software products in various support

centers, and they just love SysAid. That's an enormous

compliment, because they have a lot of experience and hold

very high standards. In addition, the second level support's

managers are now able to more easily and efficiently follow

their team's services and activities.

How has SysAid simplified your day-to-day tasks?

It's much easier to supervise the support center's activities.

Tracking service requests is so much simpler. Furthermore, our

customer base is always expanding, and we can now effectively

handle the growing demands with the same number of

administrators. SysAid helped meeting these new challenges.

How would you describe your management style?

I am very collaborative. I share my visions with others, and want

everyone to be included in all new projects and developments.

I believe in the necessity of meeting with representatives from

every department. If management, consulting, HR, and other

departments are part of change processes, implementation

can go much more smoothly. The more people included, the

better - because in the end, they are the ambassadors of

change. Orchestrating that kind of collaboration and

cooperation can be challenging, but it's worth it. Furthermore,

I would characterize my style as supportive and

mission-oriented.

On a more personal note, how would you describe yourself?

Actually, my management style and my personality are one

and the same!

And how do you relax after a long day at work?

I don't! Well, I do enjoy a good book, and I take every

opportunity I can to rest. I really love sleeping.

Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel

Most of us probably do not associate the world's most popular soft

drink with IT - unless, of course, you're the type that enjoys a cold

Coke while resolving user issues. For Sarit Hershkovitz, Coca-Cola is

more than a beverage; it's a job that requires a sophisticated team of

experts to provide non-stop technical support for all sectors of the

organization. As the head of the help desk team at Coca-Cola Israel's

Central Bottling Company, Sarit must coordinate different IT centers

to serve the needs of thousands of users, 24 hours a day. How does

she do it? Pushing the definition of "hard work" to a new level, Sarit

has succeeded in promoting a powerful SysAid Internal Campaign

that has won the commitment of senior management and

administrators. Now that's refreshing!

Sarit HershkovitzHelp Desk Manager, IT Division,

CBC - Coca-Cola Israel

What is your IT background?

I've been in IT for more than ten years, and I've worked in call

center management for seven years.

How long have you been using SysAid?

Since December 2008.

What unique challenges does your IT department face?

Our IT department provides services to several companies

within the CBC group, and the work is tremendously

demanding. We have about 100 administrators in our support

team - 12 in the first level support team, and the rest spread

throughout different locations. We provide support for

thousands of people with a diverse range of needs and

technical experience. The job requires expertise in support,

infrastructure, and applications. Because our customers

represent such a heterogeneous mix of different needs and

technologies, the scope of our knowledgebase must be very

broad. Possessing expertise that covers the entire

technological spectrum requires a lot of experience and hard

work. We provide around the clock support almost 24/7

(excluding Saturdays) all year-round.

Before SysAid, what helpdesk software did you use?

We used SAP-CRM Version 5.0 for our first level administrators.

We found it too cumbersome for our call center and its features

were not helpful or tailored to our needs. It quickly became

apparent that we desperately needed a new solution. We

considered many options including Microsoft, PeopleSoft,

Oracle, and others, but they did not meet our expectations and

needs. They were relatively expensive, required intensive

customization, and were simply beyond our budget-range.

One of our IT consultants then suggested that we try out

SysAid. It looked promising, so we decided to give it a try.

Within three months, we succeeded in implementing SysAid

throughout our IT division.

What factors motivated you to switch to SysAid?

As a group that values service as a distinctive part of our

company's vision, Coca-Cola switched to SysAid with the

primary intention of improving service quality. Part of my job

includes evaluating the quality of the IT division's

service-orientation. I needed to report directly to senior

management about the level of service my team met, but I

lacked the proper measurement and tracking system. I knew

that without better helpdesk software, our support team

would not be able to provide reports that accurately reflect the

failures and successes of our system.

I was also able to demonstrate how cost-effective SysAid is.

SysAid itself is very affordable. It quantifies the service activities

of our helpdesk, so we can accurately evaluate how our

resources are being used and if we are truly maximizing

productivity. When I showed senior management how simple,

convenient, and intuitive SysAid is to work with, they became

very enthusiastic.

page 3http://www.sysaid.com

Which tips can you give IT managers who want to implement

SysAid within their own organizations?

First of all, you should appeal to people on an intellectual level.

You need to initiate cross-departmental meetings and share

with different representatives the benefits of SysAid on an

organizational and personal level. People of course respond to

incentives, so it helps to organize festive, colorful, and fun

activities. Most importantly, you must get management's

support. It's impossible to effectively implement any new

software if you don't have that.

Why did you to start the SysAid Internal Campaign in Coca-Cola?

Our support team really craved change. We had gone through

such a hard time with our previous system, and I saw how

SysAid could transform the day-to-day activities of our IT

department for the better. In particular, I wanted to get my

second level administrators on board. Prior to SysAid, they had

never used any kind of helpdesk software, but only

communicated via email. It was very important to persuade

them that SysAid would in fact benefit them.

What steps have you taken in your SysAid Internal Campaign?

What are your strategies?

I decided to create a festive atmosphere that would engage

administrators and promote awareness. I decorated the

support center with the SysAid posters we received, and I

bought lollypops, balloons, and streamers.

If I could, I would do something much more grandiose,

company-wide. It would be great to have the resources to

educate all the departments about how SysAid can improve

the overall quality of service.

How do you motivate your administrators to use SysAid?

Again, the biggest challenge was winning over my second level

administrators. With my management's support, I was able to

show them how easy SysAid is to use. With SAP-CRM, every

service request took at least 7 minutes to document and

process. With SysAid, it takes an average of one minute! Its

documentation is quite fast, and I quickly get all the

information I need for analysis. It's also very easy to customize,

which we find absolutely crucial.

Q.

A.

Q. A.

Q.

A.

Q.

A.

What feedback have you received from your levels 1, 2, and 3

administrators?

The feedback has been absolutely fantastic. They think it's an

amazing system. I have administrators who've worked with

many different helpdesk software products in various support

centers, and they just love SysAid. That's an enormous

compliment, because they have a lot of experience and hold

very high standards. In addition, the second level support's

managers are now able to more easily and efficiently follow

their team's services and activities.

How has SysAid simplified your day-to-day tasks?

It's much easier to supervise the support center's activities.

Tracking service requests is so much simpler. Furthermore, our

customer base is always expanding, and we can now effectively

handle the growing demands with the same number of

administrators. SysAid helped meeting these new challenges.

How would you describe your management style?

I am very collaborative. I share my visions with others, and want

everyone to be included in all new projects and developments.

I believe in the necessity of meeting with representatives from

every department. If management, consulting, HR, and other

departments are part of change processes, implementation

can go much more smoothly. The more people included, the

better - because in the end, they are the ambassadors of

change. Orchestrating that kind of collaboration and

cooperation can be challenging, but it's worth it. Furthermore,

I would characterize my style as supportive and

mission-oriented.

On a more personal note, how would you describe yourself?

Actually, my management style and my personality are one

and the same!

And how do you relax after a long day at work?

I don't! Well, I do enjoy a good book, and I take every

opportunity I can to rest. I really love sleeping.

Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel

Most of us probably do not associate the world's most popular soft

drink with IT - unless, of course, you're the type that enjoys a cold

Coke while resolving user issues. For Sarit Hershkovitz, Coca-Cola is

more than a beverage; it's a job that requires a sophisticated team of

experts to provide non-stop technical support for all sectors of the

organization. As the head of the help desk team at Coca-Cola Israel's

Central Bottling Company, Sarit must coordinate different IT centers

to serve the needs of thousands of users, 24 hours a day. How does

she do it? Pushing the definition of "hard work" to a new level, Sarit

has succeeded in promoting a powerful SysAid Internal Campaign

that has won the commitment of senior management and

administrators. Now that's refreshing!

Sarit HershkovitzHelp Desk Manager, IT Division,

CBC - Coca-Cola Israel

What is your IT background?

I've been in IT for more than ten years, and I've worked in call

center management for seven years.

How long have you been using SysAid?

Since December 2008.

What unique challenges does your IT department face?

Our IT department provides services to several companies

within the CBC group, and the work is tremendously

demanding. We have about 100 administrators in our support

team - 12 in the first level support team, and the rest spread

throughout different locations. We provide support for

thousands of people with a diverse range of needs and

technical experience. The job requires expertise in support,

infrastructure, and applications. Because our customers

represent such a heterogeneous mix of different needs and

technologies, the scope of our knowledgebase must be very

broad. Possessing expertise that covers the entire

technological spectrum requires a lot of experience and hard

work. We provide around the clock support almost 24/7

(excluding Saturdays) all year-round.

Before SysAid, what helpdesk software did you use?

We used SAP-CRM Version 5.0 for our first level administrators.

We found it too cumbersome for our call center and its features

were not helpful or tailored to our needs. It quickly became

apparent that we desperately needed a new solution. We

considered many options including Microsoft, PeopleSoft,

Oracle, and others, but they did not meet our expectations and

needs. They were relatively expensive, required intensive

customization, and were simply beyond our budget-range.

One of our IT consultants then suggested that we try out

SysAid. It looked promising, so we decided to give it a try.

Within three months, we succeeded in implementing SysAid

throughout our IT division.

What factors motivated you to switch to SysAid?

As a group that values service as a distinctive part of our

company's vision, Coca-Cola switched to SysAid with the

primary intention of improving service quality. Part of my job

includes evaluating the quality of the IT division's

service-orientation. I needed to report directly to senior

management about the level of service my team met, but I

lacked the proper measurement and tracking system. I knew

that without better helpdesk software, our support team

would not be able to provide reports that accurately reflect the

failures and successes of our system.

I was also able to demonstrate how cost-effective SysAid is.

SysAid itself is very affordable. It quantifies the service activities

of our helpdesk, so we can accurately evaluate how our

resources are being used and if we are truly maximizing

productivity. When I showed senior management how simple,

convenient, and intuitive SysAid is to work with, they became

very enthusiastic.

SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559 Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205

Which tips can you give IT managers who want to implement

SysAid within their own organizations?

First of all, you should appeal to people on an intellectual level.

You need to initiate cross-departmental meetings and share

with different representatives the benefits of SysAid on an

organizational and personal level. People of course respond to

incentives, so it helps to organize festive, colorful, and fun

activities. Most importantly, you must get management's

support. It's impossible to effectively implement any new

software if you don't have that.

Why did you to start the SysAid Internal Campaign in Coca-Cola?

Our support team really craved change. We had gone through

such a hard time with our previous system, and I saw how

SysAid could transform the day-to-day activities of our IT

department for the better. In particular, I wanted to get my

second level administrators on board. Prior to SysAid, they had

never used any kind of helpdesk software, but only

communicated via email. It was very important to persuade

them that SysAid would in fact benefit them.

What steps have you taken in your SysAid Internal Campaign?

What are your strategies?

I decided to create a festive atmosphere that would engage

administrators and promote awareness. I decorated the

support center with the SysAid posters we received, and I

bought lollypops, balloons, and streamers.

If I could, I would do something much more grandiose,

company-wide. It would be great to have the resources to

educate all the departments about how SysAid can improve

the overall quality of service.

How do you motivate your administrators to use SysAid?

Again, the biggest challenge was winning over my second level

administrators. With my management's support, I was able to

show them how easy SysAid is to use. With SAP-CRM, every

service request took at least 7 minutes to document and

process. With SysAid, it takes an average of one minute! Its

documentation is quite fast, and I quickly get all the

information I need for analysis. It's also very easy to customize,

which we find absolutely crucial.

Q.

A.

page 4http://www.sysaid.com

Q. A.

Q. A.

Q. A.

Q. A.

What feedback have you received from your levels 1, 2, and 3

administrators?

The feedback has been absolutely fantastic. They think it's an

amazing system. I have administrators who've worked with

many different helpdesk software products in various support

centers, and they just love SysAid. That's an enormous

compliment, because they have a lot of experience and hold

very high standards. In addition, the second level support's

managers are now able to more easily and efficiently follow

their team's services and activities.

How has SysAid simplified your day-to-day tasks?

It's much easier to supervise the support center's activities.

Tracking service requests is so much simpler. Furthermore, our

customer base is always expanding, and we can now effectively

handle the growing demands with the same number of

administrators. SysAid helped meeting these new challenges.

How would you describe your management style?

I am very collaborative. I share my visions with others, and want

everyone to be included in all new projects and developments.

I believe in the necessity of meeting with representatives from

every department. If management, consulting, HR, and other

departments are part of change processes, implementation

can go much more smoothly. The more people included, the

better - because in the end, they are the ambassadors of

change. Orchestrating that kind of collaboration and

cooperation can be challenging, but it's worth it. Furthermore,

I would characterize my style as supportive and

mission-oriented.

On a more personal note, how would you describe yourself?

Actually, my management style and my personality are one

and the same!

And how do you relax after a long day at work?

I don't! Well, I do enjoy a good book, and I take every

opportunity I can to rest. I really love sleeping.