Like many other educational institutions, and corporate organizations, Georgetown Law’s IT department wanted to formalize and improve upon its existing IT support capabilities. The overarching aim was that Georgetown Law’s team of 30 IT personnel, including eight service desk agents, would use IT service management (ITSM) best practice processes and ITIL-aligned ITSM technology to improve the efficiency and effectiveness of IT support along with the customer experience.
But the adoption of “a better way” for IT service delivery and IT support was only part of what Georgetown Law wanted, and needed. They had several IT challenges, some relating to the fact that they are a prominent educational institution.
After selecting SysAid Cloud, Georgetown Law IT increased customer satisfaction; streamlined processes and quickened service delivery for end users; increased first contact resolution rates; and now has greater insight into, and control over, all IT assets.
"SysAid gives our department accountability as a business unit because we can track our performance and contribution to the organization."
Georgetown University Law Center
Ease of use is a key factor for us. With SysAid it’s straightforward to establish a workflow from ticket creation to resolution. We are now able to provide a better service for our staff across 5 campuses.
John Lister, Technical Director
Wakefield Grammar School
By using SysAid we've saved Crawshaw Academy 65% of its costs associated with the previous Managed Service. You have no idea how much organizational value it has added, both for IT and other administrative departments. And we can now respond to 50% of calls via remote control, meaning real-time support in classrooms without disrupting learning.
Craig Boyle, ICT Network Manager