How does an IT support team for one of the world’s leading brands meet critical daily deadlines, in spite of frequent internal technological change?

Guardian News & Media decided to insource its IT services, and sought an ITSM solution flexible enough to support an intense and evolving workplace environment. “Guardian News & Media is at the cutting edge of the media industry. It means we are constantly changing. We are constantly being brought new things to manage.” says Steven Erskine, Head of Category and Supplier Management at GNM. “We have a Change Advisory Board every Monday and use SysAid to manage all of our changes.”

Result
Louise Sandford, GNM’s Application Analyst, found that “SysAid is so configurable… with other systems we’ve worked with, you have to stick to the templates or labels issued by the software company. SysAid is a lot more flexible… you can label things the way you want them and in a way the whole IT department will understand.”

To read more about how GNM’s IT team holds the fort, successfully supporting 1700 employees, 1200 Macs, 800 PCs, and ‘daily product releases’, download the full case study here.