WRI India enhances IT efficiency to support its nonprofit mission with Analytics Plus
Arvind Singh,
help desk support analyst, WRI India
ManageEngine solutions used
Analytics PlusServiceDesk Plus CloudEndpoint CentralWorld Resources Institute India (WRI India), a global nonprofit organization focused on improving lives, protecting the environment, and addressing climate change, relies on efficient IT operations to support its mission-driven teams.
To manage IT service delivery and gain deeper operational insights, WRI India uses a suite of ManageEngine solutions, including Analytics Plus, ServiceDesk Plus Cloud, and Endpoint Central.
As operations scaled, the IT team needed better visibility into service performance, request trends, and overall efficiency. Tracking this data manually proved tedious—creating filters, reviewing requests, and piecing together insights—which made it difficult to consistently monitor performance and identify areas of improvement.
To address this, WRI India leveraged Analytics Plus as its centralized analytics platform, enabling the team to transform operational data into actionable insights through customizable reports and dashboards.
With Analytics Plus, WRI India can now:
Create dedicated performance reports for each technician.
Provide secure, role-based access to track individual metrics.
Monitor request volumes and resolution trends over time.
Enable consistent performance tracking across multiple time periods.
By giving technicians controlled access to their own performance insights, the organization fostered a more proactive approach to improvement—shifting from manager-driven reviews to self-driven performance tracking and improvements.
This transition pushed the IT team toward a more insight-driven operating model. With clearer visibility and accessible insights, the team is better equipped to identify trends, improve efficiency, and enhance overall service delivery.
Here's Arvind Singh, help desk support analyst at WRI India, sharing how Analytics Plus transformed their reporting and team visibility:
“Earlier, we had to manually create separate filter views and track requests individually inside ServiceDesk Plus. Now, with Analytics Plus, we have dedicated reports for every technician, enabling them to track their performance daily, weekly, monthly, and quarterly.”
—Arvind Singh, help desk support analyst at WRI India
