Highlights
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Service request tracking was dependent on hard copy and there was no real inventory control.
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Onboarded employees were not getting assets or credentials on time.
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End users developed their own workarounds, creating an unsecured patchwork.
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Introduced the self-service portal and adapted it based on real-time use data and feedback from the field.
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Automated time- and hierarchy-based escalations of tickets, with rules configured for the company’s specific needs.
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Automated real-time tracking of all computing and mobile phone assets via a centralized dashboard.
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Mean time to resolution (MTTR) went from nearly 3 weeks to just a few hours.
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Non-English-speakers are confidently submitting more tickets, thanks to a real-time remote access feature for IT technicians.
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Analytics reporting from IT is contributing to cross-departmental collaboration.
SysAid helped us set our people up for success.
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