Case Study: Queen’s University achieves smarter, automated ITSM and 380 hours/year savings with SysAid

Graduating to Smarter ITSM at One of Canada’s Leading Research Universities

Queen’s University’s Faculty of Engineering & Applied Science — an eight-person IT team supporting about 4,700 students, 150 staff and 125 faculty — had outgrown its legacy ITSM: the CMDB lacked directionality and scale, asset management was slow and frustrating, and the tool couldn’t keep up with increasing technical complexity or the campus’s Microsoft-centric workflow needs.

SysAid delivered a smart ITSM with automation, a drag-and-drop Workflow Designer, and an AI Service Desk tightly integrated with Microsoft Teams, plus a robust CMDB that models contracts as CIs and automates renewals. The implementation eliminated missed renewals, saved 380 hours/year on contract workflows, reduced about 8 technician hours/week within four months, and ranked SysAid 25% higher than competitors — improving self-service, ticket triage, license provisioning and overall responsiveness.

Queen’s University

Paul Hiles

Associate Director