Leviton is a global leader in the design and manufacture of electrical and lighting solutions. It relies on a robust IT service desk team to support its diverse operations and ensure seamless business continuity. To streamline its IT service desk processes and enhance overall efficiency, Leviton sought a comprehensive and user-friendly solution. ServiceDesk Plus emerged as the ideal choice, offering a wide range of features and functionalities that have significantly improved the company's IT service delivery.
Michele Pasquarella, project leader at Leviton, discusses his experience with ServiceDesk Plus and the specific capabilities that have greatly impacted the service delivery processes:
"We use several ManageEngine products, including ADManager Plus, ADAudit, and ServiceDesk Plus. Our experience with ServiceDesk Plus has been outstanding. Here are some specific features that have made a significant impact:
- Incident management: Streamlines the process of logging, tracking, and resolving incidents efficiently.
- Service catalog: Provides a user-friendly interface for requesting services, making it easy for our teams to find and request what they need.
- Automations: Automates repetitive tasks, saving time and reducing human error.
- Reporting and analytics: Offers detailed reports and analytics, helping us make informed decisions and improve our service delivery.
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"We use several ManageEngine products, including ADManager Plus, ADAudit, and ServiceDesk Plus. Our experience with ServiceDesk Plus has been outstanding. Their support team is quick to respond and highly knowledgeable, making the entire [IT service delivery] process enjoyable. I highly recommend them!"
— Michele Pasquarella, Project leader