senior service desk analyst, ThinkOn
Finance
A US based financial services firm with a legacy spanning over 90 years offers a broad range of solutions, including investment banking, advisory services, and institutional research. It serves corporations, government agencies, and investors with a strong client focus and deep industry expertise. The firm's IT team comprises around 100 technicians supporting over 1,200 employees across multiple countries.
The firm's IT operations initially found success with ManageEngine Analytics Plus in streamlining technician workloads and task allocation. Following this success, and given the need for effective asset management, the company began a new project to deploy and track end users' mobile devices.
The IT team previously used spreadsheets to record device activity to ensure regulatory compliance. Recognizing the limitations of this approach, they opted to leverage a service desk's CMDB module to establish a comprehensive historical record of the deployed devices. This precautionary measure ensured that, in case of litigation post-employment, the company had records and the physical device available for reference. However, they were unable to combine the asset-related information spread across various modules and applications to build the required reports.
To streamline the asset management process further, the firm's IT operations team turned to Analytics Plus again.
"The goal was to model relationships between various service desk modules and create a report that mirrors the information presented in the existing spreadsheet. This way, the team could retain the familiar data layout while benefiting from the enhanced reporting capabilities of Analytics Plus," said the enterprise operations manager.
Analytics Plus' out-of-the-box functionalities quickly addressed these challenges, allowing the team to join multiple tables with minimal effort and visualize data in an easy-to-understand format.
The adoption of Analytics Plus allowed the firm's IT team to gain deeper insights into request distribution among technicians, streamline mobile device management, improve data presentation, and enhance the overall reporting capabilities for the IT operations team.
"The support provided has been exceptional, with the team demonstrating patience and understanding our needs at every turn. The support personnel are proactive and knowledgeable, staying on top of the situation and ensuring prompt communication about ongoing developments and necessary actions," said the enterprise operations manager.
The IT team is now looking to explore the Analytics Plus integrations with other applications used across their IT landscape to achieve a more comprehensive analysis and foster a unified approach to IT 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.
