Kendal on Hudson is a life plan community in Sleepy Hollow, New York, providing housing and care for older adults. Its services include independent living, assisted living, skilled nursing, and memory care. As residents' needs evolve, the organization supports their entire journey, making continuity of service—both residential and operational—central to everything it does.
Underpinning that continuity is a lean IT team led by Ryan Wasielewski, director of IT. The team is responsible for supporting residents with personal technology like computers and televisions while also maintaining the servers, network infrastructure, Wi-Fi, and clinical applications needed to keep the community running. Kendal on Hudson's IT environment demands management tools that are powerful, integrated, and easy to operate.
The challenge: Meeting growing IT demands with a lean IT team
As a life plan community, Kendal on Hudson depends heavily on technology to keep both resident services and internal operations running smoothly. As the organization's IT environment grew in complexity, existing tools were no longer delivering the efficiency the lean IT team needed. Moreover, third-party MSPs weren't offering the right visibility.
"We were beholden upon other MSPs that we were using for [infrastructure] monitoring and it became very difficult for us to fine-tune what we were looking at; what we were alerting on," Wasielewski said.
The solution: Boosting productivity and response times with ServiceDesk Plus and the broader ManageEngine ecosystem
With ServiceDesk Plus at the center of its service delivery operations, Kendal on Hudson now has a single, structured hub for logging, tracking, and resolving service requests. The deep integration between ServiceDesk Plus and the wider ManageEngine ecosystem, including OpManager and Endpoint Central, means that when a network issue is identified, the team receives a ticket that is logged automatically, remotely accesses the affected device, and resolves the problem without a lot of tool hopping or context switching.
"The integrations with the other ManageEngine products like ServiceDesk Plus mean we can get in there and actively work on a computer fairly quickly—which has severely reduced the amount of time it takes us to respond to service requests."
— Ryan Wasielewski, director of IT, Kendal on Hudson