Albury City Council deploys ServiceDesk Plus to modernize its ITSM operations

About Albury City Council

Albury City Council is the facilitator of a thriving and resilient city that strives to provide quick and responsive services to its community. The council also helps support and service properties, businesses, leisure services and takes care of the environment.

The business challenge

Albury City Council lacked a desktop software for customers to reach the service desk, which led to them ringing up or sending emails to the council for every service request. This inefficient system resulted in loss of information that delayed ticket resolution and delivery of hardware, leaving customers unhappy.

The ManageEngine experience

Albury City Council needed a solution that would help it service its customers organization wide, and with ServiceDesk Plus' enterprise service management (ESM) capabilities, the council deployed six IT service desk portals across the organization.

We like the fact that it's all integrated. So instead of working in silos now, we've got about six teams working within the system and accountability of the jobs is
much better.
- David Brodie, IT service desk coordinator, Albury City Council

Albury City Council also wanted a way to prioritize the incoming tickets and implement SLAs to address everyone's needs, as each requester finds their request important. With a low-to-medium level of IT knowledge in the organization, Albury City Council technicians mostly resolve basic user errors and educate customers and employees on IT tasks.

With ServiceDesk Plus, Albury City Council is more accountable to its organization by tracking all requests and ensuring none are lost. With the ability to track tickets, SLAs are being met on a daily or weekly basis using reports and templates. ServiceDesk Plus has improved the council's customer service and the reputation of its teams.

With ESM in ServiceDesk Plus, Albury City Council creates purpose-built portals. This allows teams to track everyone's tasks, create reports, and access solutions all in one place. Prior to using ServiceDesk Plus, Albury City Council's solutions were all over different software and hard to find. Now they are easily accessible from ServiceDesk Plus.

Let's support faster, easier, and together