An Indian conglomerate, renowned for its expertise in building air conditioning and commercial refrigeration appliances, sought an ITSM platform that could streamline its ITSM workflows from incident management and ITAM to change and project management. To improve its IT support, enhance service delivery, and gain better control over its IT assets, the company chose ServiceDesk Plus for its ITIL®-compatible capabilities, workflow automations, and user-friendly interface.
A deputy manager of IT at this company shared their experience using ServiceDesk Plus:
"ServiceDesk Plus makes it easier for users to report issues and track resolutions through a centralized, user-friendly portal. Automated workflows and SLAs mean faster [resolution times]. The system boosts transparency with status updates and dashboards. The knowledge base empowers users to solve simple problems independently. IT teams benefit from organized incident, asset, problem, project, and change management modules.
What I personally like about ServiceDesk Plus is its:
- Easy-to-build service catalog,
- Global rule management,
- Request timer actions,
- Custom triggers,
- Custom-built IMAC process,
- CMDB, asset module, and much more.
Post-implementation, ServiceDesk Plus makes it easier for users to report issues and track resolutions through a centralized, user-friendly portal. Automated workflows and SLAs mean faster [resolution times]. The system boosts transparency with status updates and dashboards.
—Deputy manager of IT