Warner Bros

How ServiceDesk Plus Helped Warner Bros

The Challenge

Aaron is a Senior Systems Administrator at Warner Bros Games. As a senior systems administrator, in a typical day, he spends 20% of his time checking mails, service tickets and the rest of his time is spent on managing enterprise products & tools. His customers are programmers and people creating drawings for various Warner Bros. games in the organization. Warner Bros. Games was initially using an archaic help desk tool that did not define any processes for users. The tool lacked any structure and certain restrictions in the tool didn't allow the users to impose processes. That's when the IT team started looking for other help desk tools.

Finding the right tool

Warner Bros. Games was initially using an archaic help desk tool that did not define any processes for users. The tool lacked any structure and certain restrictions in the tool didn't allow the users to impose processes. That's when the IT team started looking for other help desk tools.

"Previously, we could walk up to people and deal with problems, then the company grew and the user to technician ratio became overwhelming very quickly and we knew we needed a more structured help desk tool"

Incidentally, there was also a mandate from the Warner Bros. corporate to document all the processes used in the company. For a company as big as Warner Bros., which has branch offices across time zones, it was important to have processes in place. Change Management was a key. An additional requirement was to be able to model their processes on ITIL. All these factors made them look for a new, structured help-desk tool that would belp to create processes for various teams in the company.

When they started using ServiceDesk Plus, they found that it met all their requirements. They observed that ServiceDesk Plus is a well-organized tool with well-defined processes that includes change management and ITIL. "We knew ITIL as a thick huge book that we didn't want to deal with, but ServiceDesk Plus is like an ITIL wizard - makes ITIL implementation real easy!"

Once the trial period was over and Warner Bros. switched to ServiceDesk Plus, Aaron says "we realized that ServiceDesk Plus was really structured and that was the kernel of becoming a real grow-up IT shop. We jumped directly into using it."

"ServiceDesk Plus is affordable, fast and flexible. It covers the every aspect of help desk that our business really need. The big clunker monster software tools are expensive and have more to offer, but we really don't need those".

Aaron Bockelie
Senior Systems Administrator
Warner Bros. Games

ManageEngine Game Changers

This is a campaign by ManageEngine to identify administrators who have used ManageEngine and made a change in the way their IT departments work.

ManageEngine ServiceDesk Plus

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About ManageEngine

ManageEngine is the leading provider of cost-effective enterprise IT management software and the only one making the 9010 promise - to provide 90 percent of the capabilities offered by the Big 4 at just 10 percent of the price. The ManageEngine suite offers enterprise IT management solutions including Network Management, ITIL HelpDesk, Bandwidth Monitoring, Application Management, Desktop Management, Security Management, Password Management, Active Directory reporting, and a Managed Services platform. ManageEngine products are easy to install, setup and use and offer extensive support, consultation, and training. More than fifty thousand organizations from different verticals, industries, and sizes use ManageEngine to take care of their IT management needs cost effectively. ManageEngine is a division of ZOHO Corporation.

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