Case Study: City of Eugene achieves faster SCSM adoption and quicker ticket resolution with Cireson apps

Cireson Apps Fill Functionality Gaps of SCSM for City of Eugene

The City of Eugene, Oregon — serving about 159,000 residents with roughly 2,000 IT users across 40 locations — needed a cost‑effective service management solution that its 50‑person IT team would actually use. After replacing IBM Maximo with Microsoft System Center Service Manager (SCSM), the city found SCSM difficult to configure and adopt, so they sought a user‑friendly, customizable add‑on to fill functional gaps.

They implemented Cireson apps in phases (Analyst Portal, Notify Analyst and Password Reset), gaining an interface that mirrors SCSM while simplifying common tasks. The result was faster analyst adoption, reduced manual data entry, quicker ticket resolution and a more inviting experience for end users — with early deployments generating positive feedback across the organization.

City of Eugene

Nick Scott

ISD, Systems Programmer