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.
To read more about how Georgetown Law’s IT team overcame the many challenges that educational institutions, in particular, experience, plus all about their quick implementation, and even how Georgetown Law uses SysAid for non-IT use-case scenarios, download the full case study here.
“SysAid gives our department accountability as a business unit because we can track our performance and contribution to the organization.”
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