Tisur

Customer Profile

Before adopting SysAid, TISUR faced a range of challenges that made day-to-day IT operations feel like an uphill battle. Requests were scattered across multiple platforms including email and Excel. Tickets would get lost, communication with users was inconsistent, and delays in resolving problems became the norm. On top of that, they lacked the visibility and control needed to keep everything running smoothly, which put even more pressure on the IT team.

Once they decided it was time to find a better solution, they evaluated a number of solutions. In the end, SysAid stood out. Its user-friendly design, straightforward configuration, and clear, precise user portal checked all the right boxes. With its fast and reliable support, SysAid became the clear and undeniable choice. As TISUR’s head of IT, Angelo Villalobos Chilo, put it, “SysAid ticked all our boxes: simplicity, precision, and responsive support”.

On-Premise Deployment

TISUR chose SysAid’s on-premise ITSM solution to maintain complete control over their data and IT operations, a critical need in the logistics and port industry where security and reliability are paramount. By hosting the system locally, TISUR’s IT team can ensure compliance with internal protocols and maintain the agility required to support their complex operations. “With SysAid on-premise, we have the peace of mind that our data stays within our walls while still benefiting from a powerful ITSM system tailored to our needs”, Angelo explained.

Service Desk & Ticket Management

Managing IT issues for 350 end users is a tall order in any organization – and it’s even harder in a highly pressurized, dynamic environment like TISUR. SysAid’s service desk and ticket management features make it easier than ever for TISUR to stay on top of requests. The intuitive interface and automation capabilities allow the IT team to resolve tickets faster, keeping critical operations running smoothly and minimizing disruptions.

“Before SysAid, resolving tickets felt like running on a treadmill,” Angelo explained. “We would handle one issue only to have three more pile up. Now, with tools like automated templates and request tracking, we can see our priorities clearly, allocate time better, and actually get ahead.”

ITIL Package: Streamlining Incident and Request Management

SysAid’s ITIL package provides a structured approach to handling tickets, ensuring every issue is tracked, prioritized, and resolved efficiently. This framework has brought consistency to their workflows, helping the IT team respond to user needs faster while maintaining high service standards. By adhering to ITIL best practices, TISUR can handle complex operations with greater ease and accountability.

Calendar: A Clear View of What’s Ahead

SysAid’s calendar feature has become an invaluable tool for TISUR, offering a visual, time-based overview of tickets. The ability to see tickets by day, week, or month allows the team to track deadlines and anticipate expirations, ensuring nothing falls through the cracks. It’s a simple yet powerful feature that has improved planning and helped the team stay proactive in managing their workload.

According to Angelo, “the calendar gives us complete visibility on a monthly and weekly basis about the tickets that are going to expire, so we always know where we are”.

Centralized Software Inventory Management

Managing software assets across a busy port operation is no small feat, but SysAid’s asset management makes it simple. TISUR now has a centralized inventory of managed and unmanaged software, providing clear insights into the licenses they’ve purchased and where each piece of software is installed. This not only helps them stay compliant but also ensures they’re optimizing their software investments and maintaining control over their IT environment.

More Than Just IT: SysAid Improves Workflows for Logistics, Customs & Maintenance

TISUR’s IT team was once overwhelmed by repetitive tasks and manual workflows. However, with SysAid’s automation rules, everything changed, streamlining processes and transforming their operations.. The team can focus on more strategic initiatives by automating processes like ticket routing, recurring tasks, and notifications, improving overall efficiency and service quality. These automation capabilities extend beyond IT, solving operational bottlenecks across Logistics, Customs, and Maintenance.

In Logistics, an automated request template now directs tickets to the appropriate team members, addressing challenges like disorganized requests, long response times, and a lack of traceability – issues that previously slowed operations. 

For the Customs Supervisor, SysAid automates “exit permit” requests, ensuring they are routed directly to the appropriate person. This makes things more efficient, as well as providing external clients with better visibility into the status of their requests. 

Finally, in Maintenance, SysAid replaced an outdated email-based system, enabling requests to be organized, routed automatically, and tracked with greater control. These tailored solutions ensure that each department runs more efficiently, enhancing the overall flow of operations.

Future Plans with SysAid

Looking ahead, TISUR sees SysAid continuing to play an important role in their IT management. They plan to expand its use by centralizing more processes, starting with managing changes through the Change Control module to meet ISO 27000 compliance standards. They’re also looking to use the Projects module as a tool to improve project management and team coordination. There are also plans to increase the use of the CMDB. The company aims to centralize 90% of their asset inventories in the coming months for better oversight and organization. These steps will help TISUR simplify their processes and stay on top of their growing IT needs.