senior service desk analyst, ThinkOn
Specialty insurance
A US-based specialty insurance provider, operating on an excess and surplus lines basis, has delivered innovative insurance solutions to thousands of commercial customers since 2003. The company tailors its products to meet the unique needs of each client. Its IT team plays a critical role in ensuring the overall functionality and efficiency of IT services and business operations.
"Analytics Plus has become our Google for service desk, helping us make better decisions,"
The company's IT operations are managed by a dedicated team that handles diverse functions. The IT team was seeking an advanced solution for creating and sharing dashboards that featured advanced performance metrics and provided relevant insights to business leaders.
"We handle a multitude of tasks, including problem tracking, service desk management, business communications, service implementation, and employee onboarding and offboarding processes. We also periodically update business leaders about ongoing issues and the general state of IT operations. However, we were encountering difficulties in creating in-depth service desk dashboards and sharing them with different stakeholders," said a member of the IT team.
The integration of ManageEngine Analytics Plus with popular IT applications has significantly improved operational efficiency and helped the team justify and substantiate IT decisions to business leaders.
"When we encountered complaints about service delays, Analytics Plus helped us discover that routing errors, incorrect template usage, and even non-business-hour requests attributed to these delays. We presented these insights to management and reconfigured our processes in a way that allowed us to accommodate requests in a more timely manner," shared a member of the IT team.
Prebuilt visualizations, such as the burn rate report and incident management dashboards, have been extremely helpful, while managerial dashboards have proved invaluable during yearly performance reviews.
Moreover, Analytics Plus has enhanced communication and transparency across the organization. By utilizing reports and dashboard insights through scheduled emails, the team now easily provides weekly updates to business leaders and boosts visibility into IT operations and bottlenecks.
Analytics Plus has proven highly beneficial for the IT team, noting that the solution enables the team to find answers to any questions they might have. And the assistance provided for this solution has proven to be a top-notch experience.
"The support provided by the Analytics Plus team has been phenomenal. They're responsive, friendly, and always deliver quick turnaround times on any questions or issues we have," shared a member of the IT team.
The IT team is now exploring Analytics Plus' report bundles and Zia's capabilities to streamline service desk operations further and deliver better outcomes across the organization.
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.
