# How Northpointe Bank cut IT resolution times by 40% and strengthened security compliance with ServiceDesk Plus

## Company Profile

### Company
[Northpointe Bank](https://www.northpointe.com/)

### Industry
[Finance](https://www.manageengine.com/products/service-desk/industry/financial-services-help-desk-software.html?exp-cust-story) | BFSI

### Location
United States

### Number of employees
500 – 1,000 employees

### Solutions used
- [ServiceDesk Plus-On premises](https://www.manageengine.com/products/service-desk/help-desk-software/it-help-desk-software.html?exp-cust-story)
- [Endpoint Central](https://www.manageengine.com/products/desktop-central/?exp-cust-story)

## Overview

Northpointe Bank is a digitally driven financial institution committed to delivering seamless banking experiences to its customers. With a growing technology footprint and an increasingly complex IT environment, the bank's internal teams are held to the highest standards of security, compliance, and operational efficiency. As the organization scaled, so did the demands placed on its IT and Information Security teams, making robust, reliable service management not just a priority, but a necessity.

As Northpointe Bank accelerated its security transition, its IT team struggled with fragmented ticketing workflows, limited asset visibility, and manual processes that made meeting compliance benchmarks increasingly difficult. Endpoint support was another pain point, one that a security-focused financial institution couldn't afford to leave unresolved.

ServiceDesk Plus addressed these issues head-on. Intuitive ticketing, automated workflows, and a CMDB integration—paired with an [Endpoint Central integration](https://www.manageengine.com/products/service-desk/integrations/desktop-management.html)—brought order to endpoint support and **cut resolution times by 40%**. NIST-aligned asset policies and robust reporting strengthened compliance and gave the team the visibility needed to confidently drive their security transformation forward.

## Testimonial

**This is what Jarrell Brown, information SecOps lead at Northpointe Bank, had to say when asked about his and his teams' experience using ServiceDesk Plus:**

*"ServiceDesk Plus revolutionized our IT service management at Northpointe Bank. Its intuitive ticketing, automated workflows, and CMDB integration streamlined endpoint support via Endpoint Central linkage, slashing resolution times by 40%. Robust reporting and NIST-aligned asset policies boosted compliance and efficiency essential for our security transition."*

![](https://www.manageengine.com/products/service-desk/images//blue-qt.png)

"[ServiceDesk Plus'] intuitive ticketing, automated workflows, and CMDB integration streamlined endpoint support via Endpoint Central linkage, slashing resolution times by 40%.

Jarrell P. Brown, information SecOps lead, Northpointe Bank