Case study
Replacing a £40K-a-year service desk
A UK ERP support and software company.
Learn how replacing a £40K-a-year service desk with SysAid, and automating its integrations and reporting, saved over £100K a year in costs and staff time for a UK ERP support company.
£100K+
saved a year in costs and staff time
80+ hrs
a week of duplicated data entry removed
25 → 125
admins covered by the new tool
The challenge
A UK ERP support and software company was paying over £40,000 a year for a legacy ITSM tool that covered only 25 admins, with data being duplicated by hand between its own service desk and those of its clients.
The approach
Our leaders were engaged to make the business case, replace the tool and build the operating model around it:
- Run the cost and benefit analysis, budget planning and product review.
- Deliver the replacement as an agile implementation, on an Azure and on-premise hybrid cluster.
- Train the teams on ITIL incident, change, request, problem and release management.
What we delivered
Business case and tool selection
A cost and benefit analysis that replaced the legacy tool with SysAid Enterprise ITSM for around $20,000 to set up and $4,000 a year to run for 125 admins.
The SysAid implementation
Data migrated from BMC Footprints, with customised processes, client portals, asset management and a CMDB.
Integration layer
SOAP and REST connectivity to other service desks, including ServiceNow, ManageEngine and BMC Remedy, saving 80+ hours a week of duplicated entry.
Reporting and KPI dashboards
Automated SSRS and QlikView reporting, with dashboards of individual and team performance built from SLA data.
ITIL operating model
Workshops that put incident, change, request, problem and release management and continuous service improvement in place.
The outcome
The company ran its ERP client support and internal IT from one platform at a fraction of the previous cost, with an integration layer, a knowledge base API and a reporting API built on top.
Move forward with confidence.
If you are planning a system migration, portfolio reset, or complex multi-vendor delivery, we can help you make the trade-offs, establish the governance, and build a way of working your team can sustain.