This case study describes how the IT department at Royal Bank of America came to choose SysAid as the solution to their IT woes.

1. Case Study: Royal Bank America
http://www.sysaid.com SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel
Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559
Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205

2. Help for the Bank: Royal Bank America
Problem: Response times were lagging in this bank's IT
department, which managed requests solely by email.
Help Desk Solution: Help desk and asset management software to
automate troubleshooting requests and tasks.
Using only email to manage troubleshooting for the 380
workstations, 180 end users and 55 servers at Royal Bank
America in Narberth, Pa., had become untenable for the
bank's two-person information technology administrative
staff. Managing help desk requests through the in-box meant
the duo at the $909.6 million-asset community bank could
quickly become overwhelmed with emails asking for help. It
also made tracking, queuing and prioritizing such problems
nearly impossible. That's because the ad hoc email-based
help desk method they were using was so unstructured: The
one-by-one nature of email forced the two to comb through
long threads from each source on every problem. So IT case
histories - along with any of their nuances or similarities -
became quickly buried in the serial deluge. The process made
it difficult for the administrators to quickly understand and
resolve problems.
"Going through emails was cumbersome; it simply took
longer," says Gabriel Dudley, one of the two administrators at
Royal. "It made it difficult to respond back to people in a
timely manner."
Dudley began in 2010 to assess vendors in the automated
help desk space. He knew Royal needed a software solution
that could both track and monitor IT resources as well as
organize and digitize troubleshooting capabilities, but do so
inexpensively. In addition to troubleshooting via email, the
bank was using spreadsheets to manually track its software
and hardware inventory. Plus, Royal lacked a dedicated
monitoring system that could watch servers for capacity
issues and usage spikes.
Case Study: Royal Bank America
http://www.sysaid.com page 1

3. “ Royal ended up
choosing a help desk and
Royal ended up choosing a help desk and asset management
application from the Israeli company SysAid Technologies.
Essentially, Dudley says, the product did what the bank
wanted it to do for a cheaper price than other solutions, and
asset management it was easy to use . "Other software platforms mainly focused
on the ticketing aspect, they didn't have asset management
application from the or monitoring," he says. "There was one that could actually do
Israeli company SysAid a lot more than SysAid, but it was very costly - in the tens of
thousands of dollars. Financially, we didn't want to go that
Technologies. Essentially, route."
Dudley says, the product Deployed since April, the SysAid solution has enabled Royal
to digitally receive, categorize and prioritize employee help
did what the bank requests. The user-powered system allows staff to enter a
portal by double-clicking a desktop icon. In the portal, they
wanted it to do for a choose a category, set a priority and enter a title or
description of the issue they're having. Hitting a "submit"
cheaper price than other button creates a ticket that Royal's administrators receive. A
solutions, and it was easy notes field helps them track and time-stamp any work they
”
do. There are also fields denoting status, priority, location and
to use. due date. An attachments field allows for inclusion of
documents or images to aid fixes. And whenever something
is done on a ticket, the system emails end users, who can see
the due date for when administrators expect to fix their
problems. "One ticket has the history; everything we need to
look at," Dudley says. "It's definitely enabled us to respond
faster."
SysAid's asset management lists the bank's hardware,
software and components, and describes the space
remaining on C drives and partitions. A monitoring capability
comes with email alerts, which signal when a server is down
or at capacity on a C drive or particular partition, or if RAM or
CPU usage is peaking at a certain time.
The software comes with a knowledge base, which Royal
plans to deploy as soon as Dudley and his colleague populate
the tool with enough how-to documents to make it
worthwhile. Employees will be able to search for and perform
step-by-step fixes to the most common IT issues; they'll also
be able to reset their passwords.
Case Study: Royal Bank America
http://www.sysaid.com page 2

4. Many IT service desk vendors provide both hosted and
on-premise products with separate offerings that target large
enterprises and smaller businesses. Help desk solutions are
increasingly sold alongside other IT asset management
products like security and personal computer configuration
life cycle management systems. The latter are aimed at
helping administrators manage any changes to hardware,
software and firmware.
These markets have begun to converge to offer more
all-encompassing IT service management tools. Gartner says
vendors like Kaseya have become known for offering robust,
enterprise-grade solutions focused on configuration
management and asset monitoring with help desk capability,
while others traditionally focused on ticketing and asset
management, such as Numara, have branched out into
offering other products for configuration and security. The
enterprise vendors BMC, FrontRange Solutions, Kaseya and
Numara are among providers offering lighter versions of help
desk tools to small and midsize businesses.
SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel
Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559
Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205
Case Study: Royal Bank America
http://www.sysaid.com page 3