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Royal ended upchoosing a help desk andasset
managementapplication from theIsraeli company SysAidTechnologies.
Essentially,
Dudley says, the productdid what the bankwanted it to do for
acheaper price than othersolutions, and it was easyto use.
page 2
Royal ended up choosing a help desk and asset management
application from the Israeli company SysAid
Technologies.Essentially, Dudley says, the product did what the
bankwanted it to do for a cheaper price than other solutions, andit
was easy to use . "Other software platforms mainly focusedon the
ticketing aspect, they didn't have asset managementor monitoring,"
he says. "There was one that could actually doa lot more than
SysAid, but it was very costly - in the tens ofthousands of
dollars. Financially, we didn't want to go thatroute."
Deployed since April, the SysAid solution has enabled Royalto
digitally receive, categorize and prioritize employee helprequests.
The user-powered system allows staff to enter aportal by
double-clicking a desktop icon. In the portal, theychoose a
category, set a priority and enter a title ordescription of the
issue they're having. Hitting a "submit"button creates a ticket
that Royal's administrators receive. Anotes field helps them track
and time-stamp any work theydo. There are also fields denoting
status, priority, location anddue date. An attachments field allows
for inclusion ofdocuments or images to aid fixes. And whenever
something
is done on a ticket, the system emails end users, who can seethe
due date for when administrators expect to fix theirproblems. "One
ticket has the history; everything we need tolook at," Dudley says.
"It's definitely enabled us to respondfaster."
SysAid's asset management lists the bank's hardware,software and
components, and describes the spaceremaining on C drives and
partitions. A monitoring capabilitycomes with email alerts, which
signal when a server is downor at capacity on a C drive or
particular partition, or if RAM orCPU usage is peaking at a certain
time.
The software comes with a knowledge base, which Royalplans to
deploy as soon as Dudley and his colleague populatethe tool with
enough how-to documents to make itworthwhile. Employees will be
able to search for and performstep-by-step fixes to the most common
IT issues; they'll alsobe able to reset their passwords.
http://www.sysaid.com
Case Study: Royal Bank America
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Many IT service desk vendors provide both hosted and
on-premise products with separate offerings that target
largeenterprises and smaller businesses. Help desk solutions
areincreasingly sold alongside other IT asset managementproducts
like security and personal computer configurationlife cycle
management systems. The latter are aimed athelping administrators
manage any changes to hardware,software and firmware.
These markets have begun to converge to offer
moreall-encompassing IT service management tools. Gartner
saysvendors like Kaseya have become known for offering
robust,enterprise-grade solutions focused on
configurationmanagement and asset monitoring with help desk
capability,while others traditionally focused on ticketing and
assetmanagement, such as Numara, have branched out intooffering
other products for configuration and security. Theenterprise
vendors BMC, FrontRange Solutions, Kaseya andNumara are among
providers offering lighter versions of helpdesk tools to small and
midsize businesses.
page 3http://www.sysaid.com
SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142,
Airport City 70100, Israel Toll Free (U.S.): 800-686-7047 Fax
(U.S.): +1 (617) 507-2559 Tel. (Israel): +972 (3) 533-3675 Fax
(Israel): +972 (3) 761-7205
Case Study: Royal Bank America
