SysAid for the Aid of the Overworked SysAdmin

SysAid helps solve multiple problem areas. First and foremost was the ability to track user issues, and keep IT accountability. There was a very simple ticket-keeping system before, just a level above Excel. Now we can keep track of the tickets, how long they have been open, and [add the] user's response to the tickets. For IT accountability we can see how many tickets each technician has, and the [life] of the ticket, how long it's open, etc. Second, we didn't have an ITAM, and SysAid helped with that. The ITAM portion has helped us identify all of our assets, location, and users. Also, we have the patch management system, which has helped save time in automating this portion of system administration.