Service Desk for Chemicals Manufacturing Company

Our customer manufactures chemical intermediates to serve the domestic and international market with high quality products made in a responsible and sustainable manner. It produces a spectrum of chemicals, including agrochemicals, colorants, rubber, pharmaceuticals, specialty and fine chemicals.

Our customers faced challenges in managing IT service requests, compliance issues, incidents, and asset management across its various departments. The existing manual ticketing system was inefficient, resulting in delayed responses and unresolved issues.

  • Inefficient Ticket Management: Manual ticketing processes led to delayed response times and unresolved tickets.
  • Lack of Centralized System: With most of the team’s productive time spent on analyzing and closing tickets, it took longer than necessary to determine the root cause and to resolve tickets.
  • Poor Asset Management: inability to effectively track and manage IT assets.
  • Limited Reporting Capabilities: Difficulty in generating detailed reports and analytics for IT services.

Our customer has implemented ManageEngine ServiceDesk Plus to address these challenges. Key features and modules utilized included:

Centralized Ticket Management

  • Automated Ticket Creation: Tickets were automatically generated from emails and web forms.
  • Improved Visibility: The tool offered real-time dashboards and reports, giving the IT team better visibility into their operations.
  • Compliance Management: ServiceDesk plus ensured that all tickets were handled in compliance with the university’s policies and regulations.

Asset Management

The asset management module helped our customer effectively track and manage IT assets, including:

  • Inventory Tracking: Real-time tracking of all hardware and software assets.
  • Lifecycle Management: : Managing the entire lifecycle of IT assets from procurement to disposal.

Self-Service Portal

The self-service portal empowered employees to:

  • Log Tickets: : Easily log service requests and incidents.
  • Knowledge Base: Access a comprehensive knowledge base for self-help and troubleshooting.
  • Track Status: Monitor the status of their tickets in real time.

Reporting and Analytics

ServiceDesk Plus provided robust reporting and analytics capabilities, enabling:

  • Custom Reports: Generation of custom reports for detailed insights.
  • Dashboards: Real time dashboards for monitoring key metrics and KPIs.
  • Trend Analysis: Identifying trends and patterns in IT service requests and incidents.

Implementation Process

The process begins with a thorough requirement analysis to identify the specific needs and challenges of the IT service management environment. It is followed by detailed planning, which includes developing an implementation plan with timelines, resources, and responsibilities, ensuring alignment with ITIL best practices.

  • Requirement analysis: Understanding the specific needs and challenges of the customer.
  • Customization: Customizing ServiceDesk plus to align with the company’s processes and workflows.
  • Pilot Deployment: Initial deployment on a small scale to test functionality and address any issues.
  • Full Deployment: Rolling out ServiceDesk Plus across all departments.
  • Training: Providing training sessions for IT staff and end users.
  • Monitoring and Optimization: Regular monitoring and continuous optimization for improved performance.

The implementation of ManageEngine ServiceDesk Plus enabled the customer to streamline their IT support processes, reduce downtime, and enhance regulatory compliance.

Apart from the live dashboards, the premade and custom reports in ServiceDesk Plus and the ability to schedule and share reports periodically helps the team gain valuable insights and greatly enhance operational efficiencies and productivity.