Bitia is an Italian company that specializes in software development, maintenance services, machine learning, system integration, and IT infrastructure support. Before adopting ManageEngine ServiceDesk Plus, Bitia's IT team relied on multiple disconnected tools for ticketing, asset management, and monitoring. This fragmented setup created inefficiencies, forcing the team to manually switch between systems to gather information and resolve issues.
As the company worked toward ISO/IEC 27001 compliance, the need for a centralized, accurate view of its IT assets became increasingly critical. Bitia needed a solution that could bring its IT operations together and provide complete visibility across the environment. ServiceDesk Plus became the cornerstone of Bitia’s IT transformation. Reflecting on the impact, Guido Boeri, IT solution manager at Bitia, said, "We used several tools that had the major flaw of not being integrated with each other, and consequently we were looking for a product that could help us manage business processes and reduce and help us manage problems."
Compliance support and a centralized asset database
Achieving ISO/IEC 27001 compliance required Bitia to maintain accurate, up-to-date records of every IT asset while keeping clear visibility into support operations. ServiceDesk Plus delivered both by providing a centralized asset repository and linking every user request and incident to the right asset, making tracking, troubleshooting, and compliance management seamless. Boeri said, "It allowed us to build a database that was constantly updated and reliable—giving us the ability to go into the detail of our assets—and to respond to the requirements of the ISO/IEC 27001 standard."
Building a knowledge base that cuts the routine ticket volume
ServiceDesk Plus empowered users to resolve issues independently, reducing the ticket volume and freeing up the IT team for more complex tasks. Boeri noted, "We made use of a function we found very useful—the Solutions section—within which it was possible to publish recurring problems. This gave users the ability to resolve issues independently, without having to open additional tickets."
Integration as a platform strength
For Boeri, the real value of ServiceDesk Plus lies in how it brings everything together. By connecting data, processes, and workflows across systems, the platform helps Bitia address diverse business needs from a single solution while remaining flexible enough to scale as the organizations grows. "Scalability, both horizontal and vertical, given the range of opportunities it offers—this is a great potential," said Boeri.
Seamless user adoption: An interface teams trust from day 1
A tool only delivers value when people actually use it. For Bitia, ServiceDesk Plus was easy to adopt across both the IT team and the wider organization. Boeri said, "The use of the application is truly intuitive, and this allows you to have mastery of the system right from the very first moments."
The outcomes: Efficiency, visibility, and a stronger IT foundation
The results were clear. With ServiceDesk Plus, Bitia reduced the number of tickets reaching the help desk by enabling users to resolve common issues independently through the Solutions module. The team also gained a centralized, audit-ready asset repository, replacing fragmented records and supporting its ISO/IEC 27001 compliance efforts. By eliminating manual cross-referencing across multiple tools, the IT staff now spends less time on administrative tasks and more time on strategic, high-value work. As Boeri put it, "ServiceDesk Plus has provided us with greater efficiency, better visibility, and a strong foundation for delivering high-quality IT services."
"The [ServiceDesk Plus] platform's greatest strength is its integration capability. The ability to connect data and processes across different systems allows organizations to address a wide range of business needs while scaling both horizontally and vertically."
— Guido Boeri, IT solution manager, Bitia