Marvell Israel successfully implemented SysAid as their IT management software, transitioning from a traditional call center model to a unified platform for incident management. This change improved efficiency and user experience, allowing all employees to submit and track IT requests seamlessly. SysAid is now utilized across multiple departments beyond IT, demonstrating its success and adaptability within the organization.

1. Case Study: SysAid Implementation at Marvell Israel
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. SysAid Maoz Mussel,
The Information Applications Group Manager
Implementation Marvell Israel implemented SysAid as their IT Management software.
Shortly after, SysAid was widely adopted and expanded to
at Marvell Israel cross-organization usage, creating a single platform for submitting,
tracking and analyzing incidents within the organization. This move
has eliminated the need for a call center and resulted in maximum
organizational efficiency. Maoz Mussel, the Information
Applications Group Manager in IT shares insights and unveils their
success story.
Describe the process inside Marvell to introduce SysAid in IT:
Marvell Israel's 1200 employees are expected to compete on a
global-level with some of the most cutting-edge technological
competitors. To enable them to do so they must have world-class
working conditions, including efficient real-time IT support.
Since we installed SysAid in 2003, we have established a process to
encourage users to approach IT support only through the software.
Our management fully supported IT's decision to make SysAid the
exclusive means of communication with the IT support team. We
then instructed the IT administrators not to deal with any incident
without an open service request. They guided the users to do so and
the transition worked very well.
What are the factors that were used to educate the employees
to use SysAid?
At Marvell Israel we are accustomed to embracing new solutions
and we know that educating the users is key to a seamless
implementation - every new employee attends a training session, in
which we explain about SysAid and the support process. During the
last 3 years, after a series of big investments in Israel, Marvell faced a
significant challenge, successfully merging its diverse acquisitions
into one efficient unified organization. This was also a challenge for
the Information Applications Group, which was now assigned with
the task of implementing a single platform for IT support
throughout the organization. Users discovered SysAid’s ease-of-use
Case Study: SysAid Implementation at Marvell Israel
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3. “ Efficiency, measurement
and hand-on management,
and quickly embraced the advantages of a single software interface
vs. the traditional call center largely because of SysAid’s simplicity
and intuitive interface.
these are qualities we expect You are not using a call center. This is highly unusual; please
explain what makes this possible.
from our staff. I found all
”
Not using a call center means one has to provide alternative
communication channels to ones’ users. We use a few important
three in SysAid. functionalities, supported by SysAid:
Simple web forms to submit service requests. Simplicity is
important to allow the users to describe the problem as if they
were talking to an IT Administrator.
Updating the status of Service Requests from New to Open very
quickly so that the users get the initial feedback of being
handled.
Always assign a Service Request to a specific administrator by
default, to reinforce the message that someone is handling the
Service Request. This IT administrator is responsible for making
sure that the request is being solved. The user knows who is
taking care of the problem.
Using SysAid built-in notification mechanism on any change in
the Service Request. This enables the users to know at any given
time what the status of the request is.
Once the solution is provided, we make sure to document it. It is
important for future incidents to write down what the problem
was and how it was solved.
Describing SysAid as a success, how do you measure success?
Marvell defines its success in terms of quality of support as well as
cutting edge innovation. A system such as SysAid is defined by the
quality of service it provides. Efficiency, measurement and hand-on
management, these are qualities we expect from our staff. I found
all three in SysAid. Users expect a solution right here, right now,
whereas I want maximum efficiency while retaining minimum
overhead. I encourage the support team to search for the solution
Case Study: SysAid Implementation at Marvell Israel
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4. “ Today, I find it easier to
handle everything via
instead of starting an investigation and this proves to be a very
effective method. Today, I find it easier to handle everything via
SysAid. The fact that many departments other than IT asked to use
SysAid for their own additional purposes speaks volumes of its
SysAid. The fact that many success within Marvell.
departments other than IT What departments are using SysAid besides IT?
asked to use SysAid for their In Marvell Israel, SysAid is not only used for IT Management. It has
also been deployed for the Logistics & Facilities department
own additional purposes supporting operation, furniture, air conditions, and also company
vehicles, all are listed in SysAid. Almost all departments have it: R&D
speaks volumes of its success
”
uses it as well as our test and validation labs. SysAid is in use for 3
years now to manage and track the development tools, CAD tools,
within Marvell . Configuration Management and much more. Finance has also
opted for SysAid after they saw its success.
What are the key elements in SysAid that helped your process
to become a success?
There are a few factors on the administrators’ side:
Multiple view options enables the administrators to customize
and save the relevant information according to their needs
Highly customizable solution on one hand, yet simple and
intuitive on the other
SysAid’s powerful Filter Builder retrieves the specific information
requested
Single Sign-On saves the need to re-login
Notification mechanism alerts the administrator regarding
assigned requests
Search for similar incidents which occurred in the past
Escalation rules for handling priorities and due-dates.
Support of multiple companies and location
For the end-users it is mainly the simplicity. We have seen other
alternatives where users didn’t understand what they needed to do.
It was too cumbersome. With SysAid, they do it in one simple form
which they can submit to IT, Logistics or Labs for example.
Case Study: SysAid Implementation at Marvell Israel
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5. How did you find Ilient as a partner?
Turning to SysAid for a helpdesk software proved to be beneficial
for both companies and resulted in a fruitful collaboration. It has
been a win-win situation, where we expressed our wishes and Ilient
was very attentive and collaborative. Some of our requests were
implemented and helped shape the next generation of SysAid. We
have a robust system, adjusted to our specific needs and work
process.
About Marvell:
An industry leader in storage, communications, and consumer
silicon solutions, Marvell (Nasdaq: MRVL) products can be found in
an extensive array of digital consumer appliances and enterprise
networks. With a commitment to world-class customer support and
a history of cutting-edge innovation, Marvell develops
market-leading technologies that power a vast range of consumer
electronics and the gateways that form the connectivity backbone
of today’s digital lifestyle. From consumer applications to enterprise
solutions, Marvell’s diverse product portfolio touches every point of
the communications infrastructure and millions of lives everyday.
Marvell Israel LTD (MISL) currently employs over 1200 employees in
four sites.
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: SysAid Implementation at Marvell Israel
http://www.sysaid.com page 4