Sime Motors New Zealand, part of the global automotive group Sime Motors, represents world-renowned vehicle brands across multiple retail sites nationwide. With operations spanning locations and teams, the organization depends on efficient and reliable IT services to keep its distributed workforce connected and its day-to-day operations running smoothly.
As the organization has continued to grow, so has the need for greater structure, visibility, and consistency in IT service delivery. To modernize its approach and create a more unified service experience, Sime Darby Motors New Zealand implemented ManageEngine ServiceDesk Plus as its ITSM platform with the goal of building a more disciplined and insight-driven foundation for IT service delivery.
With ServiceDesk Plus, the IT team began standardizing service management processes across locations, through custom dynamic templates and workflows, ensuring incidents and service requests were handled consistently and efficiently. A centralized and fully traceable ticketing environment improved visibility across tickets, while workflow-driven task automation and real-time notifications helped reduce resolution times and enhance the overall service experience. The platform’s intuitive interface encouraged strong adoption among technicians and end users alike, helping transition support interactions from ad hoc methods to formal, trackable workflows. At the same time, out-of-the-box and custom reporting and dashboards provided meaningful insights that enabled the team to monitor performance, identify improvement opportunities, and continuously refine its service delivery.
Today, the adoption of ServiceDesk Plus has helped Sime Motors New Zealand build a structured, scalable, and performance-driven IT service desk. By aligning the capabilities of ServiceDesk Plus with broader business objectives, the organization now delivers dependable, efficient IT support that strengthens its nationwide operations and customer-focused mission.
Sudeshni Devi, service desk manager at Sime Motors New Zealand, shared her experience with ServiceDesk Plus:
"ServiceDesk Plus has significantly improved the way we manage IT services across our organization. The platform has helped us streamline incident and request management, improve visibility across tickets, and standardize our ITSM processes. Its user‑friendly interface has made adoption easy for both the Service Desk team and end users, while the reporting and dashboards provide valuable insights to support continuous improvement. Overall, ServiceDesk Plus has enabled us to deliver a more consistent, efficient, and customer‑focused IT support experience."
The platform [ServiceDesk Plus] has helped us streamline incident and request management, improve visibility across tickets, and standardize our ITSM processes.
— Sudeshni Devi, service desk manager, Sime Motors New Zealand