NCS Pte Ltd is a leading technology services firm headquartered in Singapore, delivering end-to-end digital, data, and cloud solutions to enterprises and government organizations across the Asia Pacific region. With decades of experience and deep domain expertise, NCS partners with organizations to accelerate digital transformation through innovative, scalable, and secure IT services.
As IT operations grew in complexity, NCS turned to ManageEngine ServiceDesk Plus to bring greater structure and visibility to their service management function. Lalit Vashist, senior manager of IT operations and service management at NCS Pte Ltd, reflects on the impact ServiceDesk Plus has had across the organization.
A more structured and transparent ITSM foundation
Implementing ServiceDesk Plus marked a turning point in how NCS manages its IT services. Lalit says, "Our experience using ManageEngine ServiceDesk Plus has been extremely positive. Since implementing the platform, our IT service management processes have become far more structured, efficient, and transparent."
Flexibility and customization that fits the way NCS works
One of the standout advantages for NCS has been the platform's adaptability to their existing workflows. As Lalit explains, "Every company has its own operational workflow, and the ability to tailor ticket flows, categories, approvals, and automation rules to match our internal environment has been incredibly valuable. Instead of forcing our processes to adapt to a rigid system, ServiceDesk Plus allows us to configure the platform to reflect how our organization actually works."
Streamlined ticket lifecycle and faster resolutions
He adds, "The customisable ticket lifecycle and automation have significantly improved how we manage requests and incidents. Tickets are now routed to the right teams faster, approvals are streamlined, and visibility across the entire support process has improved for both technicians and end users. This has reduced manual coordination and helped our team respond more efficiently."
Data-driven insights through improved tracking and reporting
Better reporting capabilities have given NCS's IT team the insights required to constantly improve. "With better visibility into ticket trends, response times, and workloads, we are able to continuously refine our processes and ensure service quality remains high," says Lalit.
A scalable platform for proactive IT service management
Summing up the overall impact, Lalit shares, "Overall, ServiceDesk Plus has enhanced our IT service management by providing a flexible, scalable platform that adapts to our organization’s needs. It has improved efficiency, strengthened service delivery, and given our IT team the tools needed to manage support operations in a more structured and proactive way."
Every company has its own operational workflow, and [ServiceDesk Plus'] ability to tailor ticket flows, categories, approvals, and automation rules to match our internal environment has been incredibly valuable.
Lalit Vashist, senior manager of IT operations and service management, NCS Pte Ltd