Moving to SysAid was a step in the right direction.

We use SysAid as our ITSM. It has been a big improvement for us in regards to end user interaction with the Self-Service Portal, ticket management and auto categorization. It has also provided us a way to implement work flows and approval processes. SysAid also provides Teams implementation and KB for end users to resolve certain issues themselves.

Sadly we have not invested enough time into setting up and adding to our KB to support end users solving tickets themselves. Even with the few articles we have, our end users still contact directly. I do see the value of having the ability and we still have plans to utilize that more. As for workflows, they have helped us make the process much smoother and more efficient. It has reduced our time with back and forth communications just to get approval and the info we need. The process is now more automated allowing us to go right into fulfilling the request. We have also been limited in time to implement more workflows but have plans to create more.