Case Study: EMA achieves faster, scalable ITSM and improved asset & change management with SysAid

How SysAid Is Empowering ITSM Efficiencies in a Large Global Enterprise

An international agribusiness with operations in more than 60 countries and about 7,500 end users (supported by roughly 400 IT staff) faced inefficient, manual request handling, fragmented asset and change processes, and the need for a scalable, easy-to-administer ITSM platform to manage 15 core applications, 2,000+ assets and 80 servers.

The company deployed SysAid globally for incident, request, asset and change management plus a two-stream knowledgebase and password self‑service pilot. SysAid’s AD integration, email-to-ticket automation and prebuilt forms enabled daily automated asset/CMDB updates, improved license compliance and self-service capabilities, halved-to-multifold increased support capacity, cut ticket processing from 30–60 minutes to minutes, boosted responsiveness and freed administrative time — all with a user-friendly interface and strong vendor support.

EMA