SysAid Benefits

Uday Madasu
CIO at Jewish Board of Family and Children's Services
We are using SysAid in information technology (IT). That was what we originally started using it to do: incident requests, changes, and problems. Then, people loved SysAid so much that other support departments, like human resources, finance, and our facilities department came to us, and said, "Could we also use the same SysAid platform for all the staffing in our agency who are looking for support since everybody likes the user interface?" Also, if they're asking for support around IT issues, they could theoretically ask for support around HR, finance, facilities, etc. Over the last three or four years, we expanded the use of SysAid so it's not just used for IT. It is used by any support department who provides support to the rest of the agency. E.g., our facilities management team loves it. The solution allows them to do analytics if they have a problem with a piece of equipment. For the end user, they don't have to deal with going through multiple systems for support. They go to one system for support instead. The benefit for end users is that it's very convenient. They use the SysAid Self-Service Portal which allows them to pick different categories of requests for support, incidents, requests, etc. Then, we use the SysAid workflow engine, based on the categorization of the issue, to automatically route an issue to a particular user. If it is a payroll related issue, then it will go directly to the payroll team. If it is a HR related issue, it will go to HR team. If it is an IP related issue, then it will go to the IT team, and so on. All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on. Using the workflow engine in SysAid, we can automatically route incidents to the respective support teams. E.g., if support needs helps with escalating an issue because certain SLAs are not being met, all of that is very easy to manage. It makes the process very transparent, both for the person who is asking for support and also the person who is providing the support, because we can then see who is currently working on helping to resolve the issue and how long it takes for them to respond and resolve that issue. Therefore, it gives us a much better overall picture of governance, improving our ability to provide support to our staff. In terms of resolution, we use a metric called First Call Resolution. E.g., if a person reached out to us for help, were we able to resolve that issue without having to go through an escalation process? Going through a Level 1 to Level 2 support on through that route, we have resolved about 85 percent of our issues within the first contact. That's a pretty good metric for us. Because 85 out of a 100 times, we are able to resolve the issue at the level that the issue was routed because not all issues are routed only to Level 1. There are some issues that could get directly routed to Level 2 depending on the category. Without having to go through multiple levels, we are able to resolve 85 percent of those incidents at the level which the ticket was generated. We manage those kinds of metrics, but those are not really put into some of the other support areas. Metrics for response and resolution times are different depending on whether the issue is somebody from the service desk trying to help a person on the phone remotely versus our desktop team who travel sometimes to locations. Overall, our response time metrics typically depend on the priority of the issue. For example, with a Priority 1 issue, we respond in less than 15 minutes. For a Priority 4 issue, our response time could be as long as four hours. Usually between the P1 and P4 issues, the average response time for us is anywhere between 10 to 15 minutes no matter what the priority of the incentives. We are pretty quick with at least acknowledging the fact that we've received your issue. We will work on it and get back to you or resolve it and get back to you. We do pretty good in terms of responsiveness. View full review »
Cheryl Sobkow
Director of IT Support Services at University of Michigan School of Business
When we have a new member of our IT organization, SysAid has had a good impact for us because we are able to spend minimal time training that person on the system. It's very easy to add somebody on the administration side and to set them up so that they have the access and groups that they need. The amount of work there is very minimal. I don't have to spend a lot of time doing that. And once they are part of our organization and are exposed to the tool, the time needed to pick it up and start working in the tool, in all aspects, is very minimal, which is good. That's a big plus for this tool. Also, the reporting automation is definitely a time-saver because I can set things to run and then I don't have to worry about them unless I need to change a parameter of a report. One of the things we're looking at, which I believe will save us time, is the task feature. With it we can generate tasks off one master ticket and that will be automated so it will save time and the effort of having to make sure that all the right areas within our organization are aware of a particular ticket and that they do the tasks they need to do. That automation is definitely a time-saver. Another feature we use when we're loading our inventory into our CMDB — it's not really automation — is the fact that you can load mass lists of inventory at one time. You don't have to generate single records and that is a time saver. Within our system we have a series of notifications and email rules which would be considered automation within the system. We're able to keep our master ticket queue, where everything comes in, clean. Depending on certain types that come in, we don't necessarily need to look at them, or we can route them directly to a given area without intervention. We do save time with that as well. It depends on what we are working on, but overall, SysAid saves us one to two hours a week. In terms of having to hire extra people, it hasn't saved me there, but it has allowed me to free up my techs' time to be able to focus on other things. So in a roundabout way, it has had some impact on headcount because they're able to concentrate on other activities rather than spending time doing tasks that are not automated. Another part of the cost savings for us is that I don't have to consume part of a resource, outside of myself, to do the administration of the tool. It is very intuitive. They do provide you Professional Services to teach you and get you up to speed, but once you have all that, the administration is not a big ask on my time. The flexibility to be able to change things and do things, from my end, in a quick manner, is a cost savings. Overall the administrative side does save you costs in terms of resources and time. And the fact that you don't have to buy other tools to supplement what you may want to do — you don't have to buy a new Knowledge Base because that's in there already — is definitely a cost savings from an IT perspective. View full review »
IT Director with 51-200 employees
SysAid provides a unified queue to manage everything of IT service desk, such as all incidents, requests, changes, problems, projects. Not only does each IT staff explicitly conduct the assigned tasks to themselves, but the whole team have a better understanding of how to collaborate. It is very easy to prioritise different events or requests and make us deal with our daily job more efficiently. The system has improved our average resolving time for our customers. View full review »
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