Queen’s University

Graduating to Smarter ITSM at One of Canada’s Leading Research Universities

More user friendly and more robust, SysAid was the obvious choice in a complex IT ecosystem that supports the educational mission of Queen’s University.

Highlights

  1. Previous ITSM tool could not keep up with the growing demands and technical complexity of IT service requests.

  2. The CMDB was not as robust as necessary, lacking directionality and the ability to manage an increasingly complex ecosystem.

  3. Asset management was cumbersome, time-consuming, and frustrating.

  1. Automation incorporated across the service delivery journey, creating a smart ITSM that takes many tasks off the IT team’s plate and empowers end users.

  2. Workflow Designer with drag-and-drop functionality, end-to-end visibility, codeless customization, and time-saving automations for greater responsiveness to changing organizational needs.

  3. SysAid for Teams dramatically simplifies interactions between the IT team and university staff through tight integration with Microsoft Teams.

  1. 25% higher
    ranking for SysAid over any other competing ITSM vendor.

  2. 4 months after implementation, results already showing reduction of 8 tech hours a week

  3. 380 hours saved per year due to automation of contract renewals in the CMDB.

“SysAid is the key to seamless and well-supported student and staff experiences.”

Paul Hiles Associate Director, IT The Faculty of Engineering and Applied Science at Queen’s University, Queen’s University

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