Biopharma breakthrough: Analytics Plus ends data silos with actionable intelligence
ITSM specialist,
global biotechnology company
Industry
Biotechnology
Why Analytics Plus?
Decision-ready insightsPrebuilt reports and dashboardsIntuitive user interfaceNative integration with ManageEngine productsBusiness challenges solved
Unified IT data across systemsDemocratized access to insights for stakeholdersEnabled faster, more informed decision-makingCompany background
A leading global biotechnology company headquartered in Europe specializes in biosimilars. The company operates in a highly regulated, data-intensive environment where precision and consistency are critical. Its complex IT service operations support research, manufacturing, and global business functions, relying on accurate reporting to ensure service quality and operational efficiency.
Business challenges
The company’s IT operations are managed by a dedicated team using ManageEngine ServiceDesk Plus for day-to-day service operations. As reporting demands grew, the team struggled to deliver insights that leadership could readily act upon.
Existing processes relied heavily on manual data handling and Excel-based workflows, which made scaling inefficient and time-consuming.
“Reporting required constant exports and manual effort—it wasn’t scalable,” said the ITSM specialist
Leadership expectations were also evolving, with a growing need for consolidated visibility into IT performance to enable faster, more informed decision-making across teams and regions. Having evaluated Power BI, the team concluded it lacked the depth required for ITSM-specific use cases such as survey analysis and configuration item relationships.
As a result, insights remained fragmented and delayed, limiting the business's ability to proactively monitor performance and drive strategic decisions.
"Power BI worked for business reporting, but it didn’t provide the depth we needed for IT service data and surveys," the ITSM specialist added.
The solution: Analytics Plus
Analytics Plus enabled the IT team to move beyond fragmented reporting and deliver decision-ready intelligence tailored for leadership. The team now seamlessly imports and links configuration items, survey results, and request data, eliminating repetitive export-import cycles.
Prebuilt reports and dashboards provide immediate value, while custom dashboards are embedded directly within ServiceDesk Plus to ensure effortless access for both IT teams and stakeholders.
“Leadership now has clear, actionable insights to make data-driven decisions,” said the ITSM specialist.
This shift has allowed teams to identify trends earlier, prioritize improvements more effectively, and align IT performance with business objectives.
The Analytics Plus experience
Analytics Plus has resulted in reporting that is significantly more intuitive and accessible. With dashboards embedded directly into existing workflows, stakeholders can illuminate insights and stay informed without additional effort.
The experience has been further strengthened by a responsive support team, which the ITSM specialist noted was, “...very prompt and helpful whenever we needed assistance.”
The journey ahead
The company continues to build on its analytics maturity by leveraging prebuilt reports and dashboards, and is now exploring additional report bundles to unlock more nuanced insights. It is also utilizing Zia, the AI-powered assistant, to enable faster analysis, deeper intelligence, and more proactive decision-making.
About Analytics Plus
Analytics Plus is an AI-powered IT analytics and decision intelligence platform that transforms complex IT data into actionable strategies. It delivers unified visibility, correlations, and predictive intelligence across every layer of IT.
With capabilities powered by agentic AI, decision intelligence, and GenAI, Analytics Plus enables teams to uncover hidden dependencies, identify trends, and drive smarter decisions helping organizations turn IT operations into a strategic advantage.
Note: This case study has been anonymized to honor the customer's privacy preferences.
