A global technology distribution and services company provides a wide range of IT products, solutions, and services. Originally founded in India, the company has expanded its operations worldwide, now serving customers in over 30 countries while helping organizations transform their IT operations.
The head of IT infrastructure at the company shares how ServiceDesk Plus has helped them achieve operational excellence through powerful automations that enable the IT team to accelerate operations without compromise: "ServiceDesk Plus has reduced the time required to handle requests by 30% through the automation of technician assignments. Additionally, automating the approval flow has made our service requests completely trackable and highly useful for audit purposes, as we can now track approvals directly on the portal instead of searching through emails."
The head of IT infrastructure also praises ServiceDesk Plus' intuitive UI and responsive support: "The user interface of ServiceDesk Plus has cut our time for making changes by 80%. Previously, we needed to contact a third party for even minor adjustments, but now we can handle these changes immediately ourselves. Furthermore, the support team promises a response time of four hours, which will further decrease our timelines."
They conclude, "We found that the features we were using and the value we were receiving from the tool were significantly justified for the cost."
ServiceDesk Plus has reduced the time required to handle requests by 30% through the automation of technician assignments. Additionally, automating the approval flow has made our service requests completely trackable and highly useful for audit purposes, as we can now track approvals directly on the portal instead of searching through emails.
—Head of IT infrastructure