Narayana Health, one of India's leading hospital networks, manages a complex IT environment spanning over 416 servers and 8,700+ endpoints across medical and non-medical assets. With a vast operational footprint and stringent healthcare compliance requirements, the organization needed an ITSM platform that could replace a custom-built tool and bring structured workflows, reliable visibility, and adoption-friendly design to every level of the workforce. After evaluating the market, Narayana Health chose ServiceDesk Plus as its core ITSM platform.
Reflecting on the journey, Satyajeet Soukur, ITSM head at Narayana Health, highlighted how ServiceDesk Plus transformed service governance, drove measurable SLA improvements, and created a foundation of trust with end users, including clinical staff, that continues to grow.
Governance and SLA performance that clinical operations can rely on
Before adopting ServiceDesk Plus, SLA response and resolution rates sat at 65% and 67%, respectively. Post-adoption, the numbers tell a different story. Satyajeet said, "We are now close to 96% for response and 97.6% for resolution, with 96% reporting accuracy. We have also seen our mean time to resolve come in under 15 hours—a positive trend not just in SLAs but across all key service metrics."
Winning over the most skeptical users: Doctors
Driving adoption across a healthcare workforce, including physicians under constant time pressure, was the team's steepest challenge. ServiceDesk Plus cleared it. As Satyajeet put it,"Being in healthcare, a big challenge is to have users on your side to educate fellow employees about IT and how to use your ITSM tool. However, once we adapted, it became very easy for all end users to use, including the doctors."
Zero critical downtime with proactive monitoring
Critical P1 incidents and data privacy notifications are now routed through controlled automated workflows, ensuring consistent execution and on-time resolution. Satyajeet explained, "Whenever there is a data privacy hint or notification, a ticket gets created automatically in ServiceDesk Plus. Our SLA for P1 critical [incidents] is 30 minutes and within 30 minutes the services are restored with zero business-critical downtime."
Actionable insights that reach the leadership table
ServiceDesk Plus gave leaders clear, actionable insights, allowing them to make proactive and data-backed decisions. Satyajeet noted, "ServiceDesk Plus gives you actionable insights for decision-making. When we review through a leadership presentation or meeting, we get a lot of positive feedback from users and doctors alike on the usage of these products."
A support team that stayed for the whole journey
Satyajeet Soukur, head of ITSM at Narayana Health, credits ManageEngine's support team as a direct contributor to the company's achieved results—not just the product. He highlighted, "It is the ManageEngine support team who has helped us get to where we are today. Their contribution throughout our adoption and success journey is what I want you to appreciate."
"ManageEngine has carefully understood the IT market—and not only the IT market; it has understood IT challenges. Being in healthcare, we want smoother IT governance and reporting. ManageEngine fits that position. I have already recommended it to many in our corporate network. ManageEngine is the next big thing, not only in India, but globally."
— Satyajeet Soukur, ITSM head, Narayana Health