Aaron is a Senior Systems Administrator at Warner Bros Games. As a senior systems administrator, in a typical day, he spends 20% of his time checking mails, service tickets and the rest of his time is spent on managing enterprise products & tools. His customers are programmers and people creating drawings for various Warner Bros. games in the organization. Warner Bros. Games was initially using an archaic help desk tool that did not define any processes for users. The tool lacked any structure and certain restrictions in the tool didn't allow the users to impose processes. That's when the IT team started looking for other help desk tools.