Case Study: University of Michigan achieves 54% reduction in ticket submission time and centralized IT service management with SysAid

America’s #1 Public University Drives Academic Success with Comprehensive IT Management

The University of Michigan’s Ross School of Business IT team faced growing complexity: an inflexible workflow setup, an outdated in‑house asset tracker, limited ability to distinguish incidents from service requests, slow/custom reporting dependent on central IT, and no quick way to share knowledge across teams. These issues made tracking, planning, and day‑to‑day support increasingly time‑consuming and error‑prone.

Ross implemented SysAid to centralize ticketing, integrate asset management via a CMDB, add a shared knowledge base, and build APIs for automated event ticket creation and campus collaboration, plus built‑in reporting and analytics. The deployment (live in two months) cut time spent submitting tickets by 54%, delivered faster, customizable reports and systemic insights for budgeting and planning, and improved team collaboration and lifecycle asset visibility.

University of Michigan

Cheryl Sobkow

Director of IT Support Services