Munitions India Limited (MIL) is a public sector undertaking under the Ministry of Defence, Government of India. As India's largest manufacturer of ammunition and explosives, MIL plays a critical role in supporting the nation's armed forces. With over 22,500 employees spread across 12 manufacturing units, MIL manages complex operations ranging from R&D and testing to production and global exports. For an enterprise of this scale and national importance, seamless IT operations are essential to maintain efficiency, ensure quality, and support
mission-critical outcomes.
Operating in a highly regulated defense environment, MIL needed an ITSM solution that could keep pace with its complex operations. To avoid the complications of managing multiple disparate solutions, MIL sought an intuitive ITSM platform with all essential modules out of the box, capable of ensuring timely resolution of IT issues while supporting highly customizable processes tailored to its unique requirements. This approach enabled MIL to streamline IT operations, enhance productivity, and maintain the high standards required to support its critical defense mission.
Here's what MIL representatives have to say about their experience with ServiceDesk Plus:
"The product offers a well–rounded set of IT service management functions: incident, problem, change management, service catalog, asset management, [and] SLA tracking. These are mature, tried, and tested. Users appreciate how many modules are built in, reducing the need to integrate many disparate tools.
"The ability to configure custom workflows, queues, user roles, permissions, and forms [with] custom fields lets organizations adapt the tool to their internal processes without heavy development."
–Jamnadas Farde, junior works manager
"ServiceDesk Plus has made it easier to track and log tickets, prioritize issues, and ensure timely resolution."
–Shweta Sharma, junior works manager
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The ability to configure custom workflows, queues, user roles, permissions, and forms [with] custom fields lets organizations adapt the tool to their internal processes without
heavy development.Jamnadas Farde, junior works manager