Kuro Health, a dynamic healthcare provider, delivers innovative medical services across multiple regions. When selecting an ITSM platform, it opted for ServiceDesk Plus over leading alternatives like Jira Service Management, FreshService, SolarWinds Service Desk, and SysAid. The decision was based on ServiceDesk Plus' strong ITIL capabilities, cost-effectiveness, and ability to adapt to the institution's evolving requirements.
Let's see what Lisa Price, IT operations and audit manager at Kuro Health, had to say about ServiceDesk Plus.
"We have been using ServiceDesk Plus for a few months now, and while it is still in its infancy stage, we have been able to add a lot of value to the way our tickets are logged and resolved.
Previously, we only had the facility to utilize incident management, and even this was basic. We have now configured incident management, major incident management, implemented SLAs across the business, and been able to produce comprehensive KPI reports.
It enabled us to implement and improve other ITIL processes like problem management. We already have a robust change management process, but moving it into ServiceDesk Plus will give us more visibility and control and will enable us to fully audit the change management process.
Change management stages and workflows are extremely customizable yet easy to create. We have built the required workflows for change management and will look to implement this in the next few weeks.
We have also configured asset discovery and are in the process of moving our existing asset register over to this module. Once this is completed, we will be looking to implement problem management and contract management.
The tool is everything we expected it to be and more. Not only does it give us all the functionality that we need, but it is also extremely cost-effective compared to other industry-leading products. It has given us the ability to improve and streamline our ITIL processes and has also brought them all into one centrally managed application. It is extremely adaptable, and we are really looking forward to utilizing its full potential.
Overall, I love ServiceDesk Plus Cloud. In fact, so much so that we have also configured two more instances of it within our organization for logging data breaches and complaints."
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"The tool is everything we expected it to be and more. Not only does it give us all the functionality that we need, but it is also extremely cost-effective compared to other industry-leading products. It has given us the ability to improve and streamline our ITIL processes and has also brought them all into one centrally managed application."
— Lisa Price, IT operations and audit manager