Coforge Limited is a global digital services and solutions provider that delivers technology consulting, systems integration, and business process services to enterprises across the banking, insurance, healthcare, and manufacturing sectors. Managing IT operations across multiple tools created significant challenges in tracking, coordination, and service delivery. To address this fragmentation, Coforge chose ServiceDesk Plus MSP Cloud as its unified ITSM platform, bringing together all ITSM activities under one system.
Reflecting on the transformation, Gautam Prakash, project manager at Coforge, shared how consolidation, automation, and structured processes have improved IT operations and service delivery across the organization.
Consolidating fragmented IT operations
"Before we started using ServiceDesk Plus MSP Cloud, our IT operations were spread across multiple tools, and it was difficult to track everything in one place," said Prakash. "With ServiceDesk Plus MSP Cloud, we were able to bring all our IT service management activities under one platform—from incidents and service requests to changes, problems, and assets. This has made coordination between teams much easier and more efficient."
Reducing manual work through automation
The automated ticketing system became a game-changer for Coforge's IT team. "The automated ticketing system has really helped reduce manual work. Features like email-to-ticket, SLA tracking, and categorization have made the entire process smoother," Prakash explained. "Our technicians can now spend more time fixing issues rather than managing tickets, and the self-service portal has made it simple for users to raise and track their own requests."
Adding structure to IT processes
The Problem and Change Management modules brought much-needed discipline to Coforge's IT operations. "The Problem and Change Management modules have added a lot of structure to our IT processes. With workflows, CAB approvals, and risk assessments in place, we can now handle changes with less disruption and more confidence. The Service Catalog and Automation features have also been a great help—users can easily request what they need, and approvals and fulfillment happen automatically in the background," said Prakash.
Gaining visibility and enabling smarter decisions
The CMDB has enhanced Coforge's ability to track and understand IT assets more effectively. "The CMDB has given us better visibility into our IT assets. This helps us make smarter decisions and manage changes more safely," Prakash noted. "We also rely heavily on the Knowledge Base, which has become a valuable resource for quick solutions and helps reduce repeated issues."
Driving continuous improvement through insights
The reporting and dashboard capabilities have been instrumental in driving continuous improvement. Prakash said, "The Reports and Dashboards give us a clear picture of our performance—from SLA compliance to technician productivity. These insights have been key in helping us improve our IT services continuously."
"Overall, ServiceDesk Plus MSP Cloud has made our IT operations more efficient, transparent, and user-friendly. It has truly helped us deliver better and faster IT services across the organization," Prakash concluded.
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With ServiceDesk Plus MSP Cloud, we were able to bring all our IT service management activities under one platform—from incidents and service requests to changes, problems, and assets. This has made coordination between teams much easier and more efficient.
Gautam Prakash, project manager, Coforge