SysAid Technologies Ltd. (www.sysaid.com), a leading global provider of IT Service Management (ITSM) software solutions, announced today that the office of University Technology (uTech) at Western Illinois University has deployed SysAid’s ITIL-certified ITSM platform to effectively manage the University’s entire IT service system.
Prior to the installation, those who wanted to report an IT problem had to do so through telephone or email, or by visiting the uTech Support Center. While these methods of reporting problems are still available, SysAid allows users to submit requests online as well as view and add updates to their service requests.
“Our previous system had limited functionality and had been in use for more than 10 years,” said Kevin Morgan, uTech’s assistant director of User Support Services at WIU. “SysAid’s web-based application allows users to directly access the system from a PC, Mac or mobile device. It also allows us to collect statistical data about requests so we can identify trends to better serve our end-users.”
Western Illinois University, ranked by the Princeton Review as a ‘Best Midwestern College’ for eight consecutive years, will use SysAid to serve its 15,000 users of technology, on the University’s Macomb and Quad Cities campuses. WIU students, faculty and staff can easily access the system by logging into the University website and clicking on the SysAid icon. After submitting a service request, users receive automatic email notifications regarding the status of their request. When service requests are completed, users also have the opportunity to complete a customer satisfaction questionnaire about the quality of their service experience.
“SysAid is pleased to add Western Illinois University to our ever-growing roster of educational institutions,” said Israel Lifshitz, Founder and Chairman of SysAid. “The University’s choice to select SysAid demonstrates its dedication as an educational institution to provide students with the best resources, and we are confident that SysAid’s integrated solution will greatly benefit its student and staff population.”