Since 2018, the IT team at Port of Newcastle has placed their trust in ManageEngine ServiceDesk Plus for effectively managing their IT tickets, and they find it a multifaceted product. The help desk team utilizes ServiceDesk Plus' customizable workflows to govern their IT change management processes, such as changing or updating servers. The team keeps tabs on different aspects of changes, like communication, approvals, audit trails, and stakeholder accountability.
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I think one of the benefits we've really appreciated with ServiceDesk Plus is the change management. We haven't gone heavily into it, but we've started to use it for things like changing the server or updating the servers with the patches. The workflows have enabled us to communicate well with any servers that have downtime, have approvals from the people who are responsible for the servers, and have an audit trail of the changes that have been made. [They also] ensure we have rollback plans in place if things go wrong
Martin McNab, IT Manager