How SysAid Is Empowering ITSM
Efficiencies in a Large Global Enterprise
Introduction
IT service management (ITSM) is an area of growing relevance and need
This Q&A looks at just
according to EMA research,1 but successful ITSM teams require solutions
one case where SysAid
that are more effective, more integrated, and more easily deployed and
is enabling increased
administered. Tis Q&A looks at just one case where SysAid is enabling
end-user responsiveness,
increased end-user responsiveness, improved asset and change management,
improved asset and change
and enhanced OpEx efficiencies.
management, and enhanced
Te following Q&A, conducted in June 2015, also provides a clear profile of
OpEx efficiencies.
some of SysAid’s more salient benefits in a market still crowded with highly
complex solutions that are costly in terms of both time and money.
Interview with a Global Support Manager at an International
Agribusiness Corporation
Can you describe your IT organization and how it supports your business end users?
We are an international company spread across more than 60 countries worldwide, on six continents.
I am based in India, along with my service management team, although we also have other service
management groups in North America and the Pacific Rim. Using SysAid, we are now able to support
an end-user base to a population of 7500—more than double what it was in the past.
Tere are about 400 professionals in our IT team worldwide, not including development. Of these, roughly
200 are stakeholders using SysAid for incident management, request management, asset management,
and change management. My role is directed at addressing IT support requirements globally.
What application services are you supporting?
We have an ERP [enterprise resource planning] application, and we also have our own in-house
development team. We support end users across about 15 applications directed at our agribusiness
requirements. All of these help us to plan, manage, and optimize multiple agricultural initiatives across
multiple countries and locations. So although they are diverse in [terms of ] geography and skills, our IT
customer base is made up entirely of our company’s own employees.
Can you tell us about the hardware and software investments you are managing?
One area of focus for us is endpoints—including laptops and desktops and a small percentage of mobile
devices. From an asset management and planning perspective, we are currently managing more than
2000 assets across all of our company’s branches. And we track inventories, update software versions,
and track technology models across network and systems devices—we have 80 servers—as well as
endpoints and printers. Using SysAid, we update our asset inventories daily and update our core asset
information and our CMDB as appropriate. SysAid has made this process automated and easy. We also
use SysAid to manage and optimize our software license compliance requirements, and it has been very
effective there as well.
1 “What Is the Future of IT Service Management?” , EMA research, April 2015.
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How did you come to select SysAid?
After some evaluation, we decided to leverage SysAid globally across all
One of the things that made
of our regions. Tis happened about three years ago, in 2012. One of the
SysAid stand out was its
things that made SysAid stand out was its scalability—the ease with which
scalability—the ease with
we could expand our global reach without sacrificing performance or adding
which we could expand
complexity. We liked the ease with which we could integrate existing emails
our global reach without
with the tool for more automated trouble ticketing, as one example. In
sacrificing performance
particular, we found SysAid very easy to use compared to its competitors.
We also liked the fact that we could configure SysAid using Active Directory,
or adding complexity.
which made deployment and administration simpler for us. In addition, we
liked the incident, request, and change management forms—which were
prepackaged with the solution and also very easy to use, saving us a lot of time in creating records and
updating incidents and problems. Finally, for its breadth of integrated functionality, we found the price
tag for SysAid to be quite competitive as well.
You mentioned that by using SysAid you were able to integrate emails for
generating trouble tickets. Could you tell us more about that?
Prior to adopting SysAid, our end users submitted requests by calling or emailing or using chat.
However, processing those requests was inefficient as we were logging the data manually. It took us, on
average, 30 minutes to an hour just to process a single request, and now that time has been reduced to
minutes. Tis has significantly improved both our operational efficiencies and our responsiveness to
our end-user customers.
What are some of the other functional use cases for your SysAid deployment?
We are using SysAid primarily for incident management, request management, asset management,
and change management and for its knowledgebase. I’ve already discussed asset management and
trouble ticketing for incident and request management. So I should also mention change management
where we’re focused on planning and managing changes primarily within the infrastructure team.
Understanding where things are and how they’re being used helps us to better evaluate the impacts of
changes. Right now we’re keeping our change management processes fairly simple. We view it as an area
for growth—one in which we are expecting our business and executive teams to become more involved
as a subsequent phase.
In terms of our knowledgebase, we created two streams. One is for end users that we update quarterly—
we populate our self-service portal with that information. A second stream is for IT where we develop our
own FAQs. Our IT team can then develop knowledgebase articles to enrich the end-user stream, while
end users can access easily searchable recommendations for many of the issues they may be experiencing.
What are your present/future plans?
Right now we’re exploring Password Services. Tis allows users to reset their passwords and unlock their
accounts without any need for administrative involvement—and to do it all securely without our policy
guidelines. Recently we successfully rolled out this project in Texas, and we expect to extend it to all of
our current end users. Currently we’re doing interviews to assess how to move forward, but it’s looking
good. As it unfolds, it should free up administrative time that can be better used in other places, while
giving our end users more efficient service.
Is there anything you would like to add?
Tere are two additional things that I would like to point out about SysAid. We feel that the end-user
interface is very friendly, which is one of the reasons expanding functionality like Password Services
should be relatively easy and smooth. I’d also give SysAid high marks for their support. Whenever we’ve
had an issue, we’ve received an immediate response.
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EMA Perspective
In the interview above, SysAid’s native strengths in integration, deployability, scalability, and extensibility
should be apparent. While not trying to be everything to everyone, the SysAid solution in this highly
diverse geographical environment is nevertheless accelerating process efficiencies that not only impact
the service desk and end users, but which are also improving the effectiveness of IT as a whole.
SysAid’s offerings, available either as software-as-a-service (SaaS) or on-premise, are also packaged
as both Helpdesk and ITSM solutions, that make product selections and migrations fairly easy. Not
featured in the interview are other SysAid strengths, which include third-party integrations, extensive
support for mobile users, and a community-provided set of benchmarks or KPIs that can be useful in
enhancing a broad range of relevant functions—from monitoring and change management to asset
and patch management to incident and request management.
One of the reasons for ITSM’s increasing relevance, according to a recent
EMA survey, is the need to bring IT organizations together in a more
SysAid should be considered
service-aware framework that spans operations, development, and the
as a shortlist option for all
executive suite.2 Increasingly, service desks are playing a role in supporting
superior communications, processes, and even higher levels of automation
ITSM investments where
across all parties. But to do this effectively, the core ITSM fabric needs,
ease of use, deployability, and
itself, to be well integrated, natively consumable, and easily extendible
ease of administration are
to support multiple stakeholder and user requirements. For this reason,
among the primary concerns.
SysAid should be considered as a shortlist option for all ITSM investments
where ease of use, deployability, and ease of administration are among the
primary concerns.
2 Ibid
About EMA
Founded in 1996, Enterprise Management Associates (EMA) is a leading industry analyst firm that provides deep insight across the full spectrum
of IT and data management technologies. EMA analysts leverage a unique combination of practical experience, insight into industry best practices,
and in-depth knowledge of current and planned vendor solutions to help EMA’s clients achieve their goals. Learn more about EMA research,
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3188.070715
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