Case Study: UofL Health achieves faster IT issue resolution and higher user satisfaction with SysAid

Faster IT, Better Care UofL Health’s SysAid Transformation

UofL Health, a large healthcare system headquartered in Louisville, Kentucky, needed to handle high IT ticket volumes and access requests while keeping support fast for critical clinical operations. The organization turned to SysAid, including its Self-Service Portal, forms, knowledge base, and workflow tools, to help reduce repetitive tickets and improve service delivery.

SysAid helped UofL Health streamline IT support by enabling self-service for common issues, automating request workflows, and organizing knowledge base resources for quicker answers. The result was better response times, improved first-contact resolution, reduced MTTR, and higher user satisfaction, with the self-service portal currently resolving 5–10% of monthly tickets out of 15,000 and a goal of reaching 50% resolution in the future.

UofL Health

Derek Simonet

Service Desk Technician