Highlights
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The city’s IT service desk was highly manual, yet had to support hundreds of office workstations and vehicle-deployed mobile data computers.
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Service management faced a lot of inconsistencies and wasted time, which directly impacted the speed and efficiency of first response during emergencies.
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The tools and system in use lacked the functionality, flexibility, and scalability the municipality needed.
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SysAid’s Self-Service Portal and the hotkey enable end users to quickly submit a ticket.
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Automatic routing and escalation of tickets according to predefined prioritization, from emergency first response to administrative offices.
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Automated SysAid workflows replaced cumbersome manual processes.
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84% fewer tickets created by IT staff after introduction of the self-service portal.
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Detailed analytics and reporting shows city officials the volume and value of the IT department’s work.
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IT administrators are freed from routine organizational work, focusing instead on higher value contributions.
SysAid has been a godsend.
