At General Cable, we were lacking a centralized solution to manage service requests for our manufacturing sites throughout 10 countries in Latin America. We needed a way to gain global insight into activities across the organization as many of our sites were using isolated management systems.
SysAid provided us with a centralized system with a standardized set of processes and approval procedures to manage our requests across the entire region, while being able to respond to each local area’s specific needs. We now have insight into all activities from a single application. We’ve been able to implement service, incident, and change requests in 3 different languages, incorporating complex workflows via SysAid’s configurable templates. We can now see the status of any ticket in the region, at any point in time, and can track problems, emergencies, and the volume and nature of incidents relating to our ERP systems, manufacturing applications, and user provisioning. We’re also able to effectively route incidents and requests to various local IT teams with the use of SysAid’s routing rules, escalation rules, email integration, and categories.
With SysAid being in the cloud, we were able to set it up quickly by avoiding infrastructure changes. With a link to LDAP, we easily integrated all of our several thousand network users into SysAid, and provided them with a straightforward self-service portal.
We’ve also received useful hands-on support from the Professional Services team in order to tailor SysAid’s features to our business goals, and ensure that we are self-sufficient in being able to configure the solution to our evolving needs.
“We needed a way to gain global insight into activities across the organization...”
SysAid Cloud is the only software I manage that just consistently works and improves with each revision. We have been using this solution for over six years and I have found it to be extremely helpful for incident reporting and tracking, asset tracking and inventory, and also the knowledge base feature. SysAid has become a huge administrative help on a very, very low salary, and we look forward to the continuous updates. The Cloud edition is simply tremendous value for any environment. I am so happy we have this at Fluortek.
Don Dreibelbies, MIS Manager
SysAid is more aligned with ITIL than other ITSM solutions I’ve used. With SysAid, we've standardized our Incident Management process and dramatically reduced resolution time by using automation.
Michael Zielinski, IT Service Manager