Stevenage Borough Council, providing shared IT services to two councils, sought a robust and cost-effective IT service management solution. It chose ManageEngine ServiceDesk Plus back in 2014 for its comprehensive functionality, available integrations, product usability, competitive pricing, and invaluable support. Since then, ServiceDesk Plus has significantly improved incident resolution times, increased customer satisfaction, and streamlined IT processes for both councils.
Here's what Nurun Nessa, ICT service delivery manager from Stevenage Borough Council, has to say about their decade-long experience with ServiceDesk Plus:
1. Could you describe your organization's experience with implementing ManageEngine ServiceDesk Plus? What prompted you to choose this solution over others?
We have been using ServiceDesk Plus since December 2014. Recently, in July 2023, we migrated to its cloud version, and the experience has been great. We chose this product primarily for its functionality, available integrations, and competitive pricing compared to other leading solutions. ManageEngine's support is invaluable, with a quick response time.
2. How does ServiceDesk Plus align with ITIL best practices, and how effective has it been in supporting your processes like incident, problem, and change management?
The system aligns extremely well with ITIL best practices. We manage IT services for two councils as a shared service, and the system works very well for two different organizations centrally. We currently use [the] incident management, request fulfillment, change management, asset management, CMDB, solutions, surveys, reporting, projects, and contracts modules.
3. How well does the cloud version of ServiceDesk Plus meet key functional requirements such as automated workflows, SLA management, and remote device management?
From a technician's perspective, it saves a tremendous amount of time and effort.
4. Have you utilized features like self-service portals or the knowledge base? If so, what impact did these have on service efficiency?
We have implemented a knowledge base for technicians. The self-service portal has been customized and is ready to be launched—benefits will soon be seen.
5. How customizable is the platform to fit your organization’s specific workflows or integration needs (e.g., Microsoft Teams integration)?
We have integrated ServiceDesk Plus with [Entra ID] and Intune, and we are currently working on integrating it with Microsoft Teams and Outlook. These integrations are highly customizable.
6. What measurable improvements have you observed since adopting the platform (e.g., incident resolution time, user satisfaction)?
The resolution of incidents has improved, resulting in increased customer satisfaction. This is due to the ease of use of the system and well-configured templates, which has led to a decrease in the amount of time agents spend logging tickets and triaging. As a result, there has been an increase in the number of tickets logged by agents.
7. Would you recommend ManageEngine ServiceDesk Plus to another council or similar organization? If yes, why? If no, what improvements would you suggest?
Yes, definitely! The product is comprehensive and customizable to meet the specific needs and structures of different organizations. Additionally, I am planning to implement it for HR and Facilities departments as well.
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We have been using ServiceDesk Plus since December 2014. We chose this product primarily for its functionality, available integrations, and competitive pricing compared to other leading solutions. ManageEngine's support is invaluable, with a quick response time.
— Nurun Nessa, ICT service delivery manager