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

http://www.sysaid.com

Case Study: SysAid Implementation at Marvell Israel

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

success within Marvell.

What departments are using SysAid besides IT?

In Marvell Israel, SysAid is not only used for IT Management. It has

also been deployed for the Logistics & Facilities department

supporting operation, furniture, air conditions, and also company

vehicles, all are listed in SysAid. Almost all departments have it: R&D

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,

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.

page 1

Maoz Mussel, The Information Applications Group Manager

Marvell Israel implemented SysAid as their IT Management software.

Shortly after, SysAid was widely adopted and expanded to

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

and quickly embraced the advantages of a single software interface

vs. the traditional call center largely because of SysAid’s simplicity

and intuitive interface.

You are not using a call center. This is highly unusual; please explain what makes this possible.

Not using a call center means one has to provide alternative

communication channels to ones’ users. We use a few important

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

SysAid Implementation at Marvell Israel

http://www.sysaid.com

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.

Case Study: SysAid Implementation at Marvell Israel

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

success within Marvell.

What departments are using SysAid besides IT?

In Marvell Israel, SysAid is not only used for IT Management. It has

also been deployed for the Logistics & Facilities department

supporting operation, furniture, air conditions, and also company

vehicles, all are listed in SysAid. Almost all departments have it: R&D

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,

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.

Maoz Mussel, The Information Applications Group Manager

Marvell Israel implemented SysAid as their IT Management software.

Shortly after, SysAid was widely adopted and expanded to

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

“Efficiency, measurement

and hand-on management,

these are qualities we expect

from our staff. I found all

three in SysAid. ”

page 2

and quickly embraced the advantages of a single software interface

vs. the traditional call center largely because of SysAid’s simplicity

and intuitive interface.

You are not using a call center. This is highly unusual; please explain what makes this possible.

Not using a call center means one has to provide alternative

communication channels to ones’ users. We use a few important

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

http://www.sysaid.com

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.

Case Study: SysAid Implementation at Marvell Israel

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

success within Marvell.

What departments are using SysAid besides IT?

In Marvell Israel, SysAid is not only used for IT Management. It has

also been deployed for the Logistics & Facilities department

supporting operation, furniture, air conditions, and also company

vehicles, all are listed in SysAid. Almost all departments have it: R&D

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,

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.

Maoz Mussel, The Information Applications Group Manager

Marvell Israel implemented SysAid as their IT Management software.

Shortly after, SysAid was widely adopted and expanded to

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

“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 success

within Marvell .”

page 3

and quickly embraced the advantages of a single software interface

vs. the traditional call center largely because of SysAid’s simplicity

and intuitive interface.

You are not using a call center. This is highly unusual; please explain what makes this possible.

Not using a call center means one has to provide alternative

communication channels to ones’ users. We use a few important

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

http://www.sysaid.com

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.

Case Study: SysAid Implementation at Marvell Israel

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

success within Marvell.

What departments are using SysAid besides IT?

In Marvell Israel, SysAid is not only used for IT Management. It has

also been deployed for the Logistics & Facilities department

supporting operation, furniture, air conditions, and also company

vehicles, all are listed in SysAid. Almost all departments have it: R&D

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,

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.

Maoz Mussel, The Information Applications Group Manager

Marvell Israel implemented SysAid as their IT Management software.

Shortly after, SysAid was widely adopted and expanded to

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

and quickly embraced the advantages of a single software interface

vs. the traditional call center largely because of SysAid’s simplicity

and intuitive interface.

You are not using a call center. This is highly unusual; please explain what makes this possible.

Not using a call center means one has to provide alternative

communication channels to ones’ users. We use a few important

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

page 4http://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

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.

Case Study: SysAid Implementation at Marvell Israel