senior service desk analyst, ThinkOn
Mining
A prominent player in the mining industry commenced commercial production in 2009, focusing on the exploration of titanium minerals. Headquartered in Europe, the company is a key global supplier of mineral sand products, contributing essential raw materials and serving customers in over 15 countries. Its centralized IT team supports over 1,000 employees across various locations.
With the visibility gained from Analytics Plus, we identify and fix issues before hackers can exploit them, reducing risks and operational vulnerabilities,"
The company's IT operations are managed by a 20-member team. The team oversees support for over 1,000 users and 500 computers, handling more than 200 requests per week. The IT team wanted to customize reports to meet specific needs and implement a real-time dashboard for enhanced visibility into its operations.
"Visualizing the information was a constant challenge, especially when it came to tracking our team's progress and analyzing the weekly influx of requests, SLAs, and resolution times. The absence of a dedicated dashboard made it difficult to gain real-time insights," said the system administrator.
The team was on the lookout for an advanced analytics solution that could help strategically streamline its daily IT operations and increase productivity.
ManageEngine Analytics Plus' integration with native ManageEngine products has been a transformative advantage for the company. This integration has empowered the team to identify and resolve issues swiftly, reduce risks, and fortify defenses against potential security breaches. Analytics Plus' patch management report has enabled close monitoring of deployed patches and prompt responses to vulnerabilities.
Moreover, the comprehensive, prebuilt dashboards for service desks proved instrumental in monitoring critical metrics, including SLA trends, open versus closed requests, and potential violations. "Analytics Plus has helped us increase productivity and visibility, allowing us to identify bottlenecks and promptly address issues to enhance overall operational efficiency," said the system administrator.
Analytics Plus, with its extensive set of out-of-the-box integrations, has significantly contributed to increased productivity and improved the visibility of analytical findings within the IT team.The responsive nature of Analytics Plus' support team has been a positive experience.
"I'm very happy with the support team and how collaborative Analytics Plus is with the other teams. They respond promptly and resolve our issues," said the system administrator.
The IT team is now exploring Analytics Plus' prebuilt, unified insights to better understand the correlation between endpoint security and IT service operations.
Analytics Plus is an IT analytics and decision intelligence solution that provides organizations with a unified view of their IT operations, correlates interdependencies, and delivers meaningful insights. It measures the efficiency of network operations, tracks the responsiveness of business applications, evaluates technician performance, assesses the progress of processes, and flags security anomalies. This comprehensive analysis is achieved by connecting to all IT software that forms the backbone of an IT infrastructure. These consolidated insights enable organizations to make data-driven decisions that enhance operational efficiency and drive business success.
Note: This case study has been anonymized to honor the customer's privacy preferences.
