Kingspan sets a new mark—Grade 1 asset auditing

It evaluated multiple service desk providers in the competitive space, but none met Kingspan's criteria. Finally, it ran a proof of concept with ServiceDesk Plus and found it to be ITIL-compliant and have state-of-the-art features. With the implementation, the firm saw considerable improvements in the asset management process and streamlined ticket creation.

Customer tickets were automatically categorised, triaged, and assigned based on predefined criteria, enhancing productivity and SLA adherence. As a result, the firm received a Grade 1 asset audit result from its internal auditing team, the highest audit standard.

With ServiceDesk Plus Cloud, planning downtime for upgrades was a thing of the past, as they ran seamlessly in the background without disrupting operations. Kingspan currently uses the Incident, Project, Change, and Problem modules to manage the entire life cycle of tickets, automate workflows, and improve service delivery. The built-in reporting module offers end-to-end visibility and insights on data and issue resolution.

The staff at the firm is extremely delighted with the tool's performance and commends ServiceDesk Plus as an all-rounder, a real game changer, and a single pane of glass for asset management.

Operating on a follow-the-sun model, the firm had devices distributed across the globe. Managing assets and patching them on time always remained its top priority. It sought a robust patching solution that would help it stay cybersecure.

Initially, it started off with an endpoint management solution from a well-known and established vendor, but it failed miserably, as it required the devices to be connected to the LAN. It had repeated challenges discovering the entire estate and couldn't patch the discovered machines. Moreover, it grappled with the patching of devices that were off the LAN, imperilling the business.

The IT technicians at the firm turned to ManageEngine Endpoint Central. Endpoint Central is a critical tool that is used every day to patch systems, remotely control devices, and manage BitLocker encryption, protecting endpoints from attacks.

Curious to know the benefits of implementing Endpoint Central? Well, here it is! The tool gave Kingspan insights on devices that weren't patched, assets that were previously hidden popped up on its radar, and the company was able to implement phased patching. The technicians felt empowered when proving compliance to auditors. It also helped them patch remote devices, regardless of where they are in the globe, thus solidifying security.

The staff at Kingspan developed a strong relationship with ManageEngine and were looking for a product to help with their password management problem. They previously used a legacy tool to store and retrieve passwords, but it did not meet the audit requirements and wasn't secure enough, thus acting as a gateway to exploit resources. Moreover, it faced significant challenges around automating password rotation and audit trails of users' passwords.

This underlined the need to bring ManageEngine Password Manager Pro into the network. The result? The tool's strong control mechanism ensured users could only see the credentials that were relevant to their jobs. With this, the password admins gained real, granular control of passwords and upped their audit game, beefing up security. The firm is happy with the approach and asserts that it's managing passwords at its best.

For large enterprises, user management can be strenuous, especially when employees often leave the organisation or switch teams. Manually performing this task can hamper productivity and make it error-prone. To stymie such issues, the IT team at Kingspan decided to move to ManageEngine AD360. It extensively uses AD360 to automate and manage a substantial amount of repetitive tasks, such as user onboarding. This saves it considerable time and gives a true picture of account activities, including the last logon time and when the password was last changed.

AD360 also allowed Kingspan to set special rules within the toolset, enabling them to disable dormant accounts automatically after a stipulated timeframe. It tightly integrates with ManageEngine Endpoint Central, which helps schedule patches manually to devices within the OU without crippling the production line and causing any downtime.

Historically, the previous tool was nondescript and lacked automation and reporting capabilities. In contrast, AD360 is packed with features such as automatic identification of accounts with admin access, which makes managing and safeguarding those accounts with elevated privileges a breeze.