Highlights
-
Service request tracking was dependent on hard copy and there was no real inventory control.
-
Onboarded employees were not getting assets or credentials on time.
-
End users developed their own workarounds, creating an unsecured patchwork.
-
Introduced the self-service portal and adapted it based on real-time use data and feedback from the field.
-
Automated time- and hierarchy-based escalations of tickets, with rules configured for the company’s specific needs.
-
Automated real-time tracking of all computing and mobile phone assets via a centralized dashboard.
-
Mean time to resolution (MTTR) went from nearly 3 weeks to just a few hours.
-
Non-English-speakers are confidently submitting more tickets, thanks to a real-time remote access feature for IT technicians.
-
Analytics reporting from IT is contributing to cross-departmental collaboration.
SysAid helped us set our people up for success.
