Benetas unifies service management across 6 departments with
ServiceDesk Plus

About Benetas

Benetas is a leading not-for-profit organization with the mission of providing older Victorians, their families, and carers with a full range of quality community-based services and residential homes and apartments.

Benetas uses ServiceDesk Plus as its unified service management platform to keep track of all incoming requests and incidents across six departments, including IT. Due to a backlog of tickets during the sudden shift to remote work at the beginning of the pandemic, Benetas required a solution to help keep track of all the incidents and requests. ServiceDesk Plus helped Benetas arrange the tickets in a visible layout and fulfil them with its small team of technicians.

ServiceDesk Plus' ESM has been a great help for us because before ESM, different departments needed their own help desk, and they couldn't have their own templates or resolution templates. ESM gave us this [capability], which was something we were looking forward to implementing for quite some time.
- Micheal Amarasinghe, IT helpdesk administrator, Benetas

ESM in ServiceDesk Plus helped Benetas by unifying the service management practices of siloed departments in its organization. Earlier, Benetas required individual service desks for departments like HR, payroll, facilities, etc. With the ESM portal in ServiceDesk Plus and purpose built instances for different departments, Benetas is able to cater to the specific needs of its end users with custom templates and knowledge articles. Benetas can now transfer tickets between departments, configure custom templates and business rules, and setup automations to streamline its operations.

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