SyRa aims to drastically simplify and modernize Syensqo’s IT and Enterprise Service Management (IT/ESM) landscape by optimizing user experience, automating workflows, and aligning processes with industry best practices—all while maximizing adoption, performance, and cost efficiency.
The platform covers the entire service lifecycle, including incidents, requests, access, change, assets, knowledge, and more—across both IT and business (GBS) services. It addresses both front office (user interaction) and back office (process execution), impacting 30,000+ users and 3,400+ agents.
SyRa is a streamlined ITSM platform built on BMC Helix, enhanced with AI-powered automation via SYGPT, simplified service catalogs, modern UI, and out-of-the-box process models. It allows users to submit requests, solve issues, and access services effortlessly—via portal or chatbot—without navigating complex menus or forms.
Productivity Gains: Time per request reduced by up to 80%, with 10–15% employee efficiency gains.
Cost Savings: Estimated €4M/year in IT support and license cost reductions.
User Experience: 3-button homepage, cleaner catalog (500 vs 670 requests), and AI-guided support.
Process Simplification: 35% of customizations removed, Agile-ready workflows introduced.
AI Enablement: 20% of tickets automated, 60% KB usage increase, 50% self-resolution rate.