Case Study: Georgetown University Law Center achieves faster resolution times and higher customer satisfaction with SysAid

Georgetown Law Makes a Case for Better IT Service Delivery

Georgetown University Law Center, a leading law school serving 15,000 students, 1,700 faculty and a wide alumni community, needed to formalize and improve IT support across a 30-person IT team handling roughly 1,000 tickets a month and tracking 3,000 assets. Challenges included meeting higher expectations from students and VIPs, tightening security and password management, and adopting ITIL-aligned processes without disrupting campus users.

Georgetown implemented SysAid Cloud ITSM in a rapid four-week rollout, centralizing the service desk, integrating LDAP, and adding asset, incident, change and SLA management plus reporting. The result was faster resolution times, higher first-contact resolution and customer satisfaction, better operational visibility and asset control, and expansion of the platform to non-IT areas like Facilities and HR.

Georgetown University Law Center

Dustin Nigro

Senior Technician