Australian Community Media (ACM) stands as the largest independent publisher of regional and community news in Australia, encompassing over 100 brands. In its pursuit of an ITSM platform that could comprehensively address its requirements, ACM found its match in ServiceDesk Plus Cloud. The platform's innate capabilities and customizable features aligned seamlessly with ACM's needs.
The invaluable support provided by the ServiceDesk Plus Cloud team played a pivotal role in ACM's decision-making process. Not only did the platform offer competitive pricing, but it also facilitated a seamless migration from ACM's previous solution, ServiceNow. Moreover, the continuous enhancements and new features brought within the platform have significantly bolstered ACM's IT operations and overall efficacy. Hector Camejo, ACM's ICT & ServiceDesk Plus administrator, offers insights into the impact of ServiceDesk Plus Cloud on ACM's operations.
See what Camejo has to say about ServiceDesk Plus Cloud.
"ServiceDesk Plus Cloud hit all the marks that we were looking for in an ITSM platform. We liked that it was able to meet 90% of our needs out of the box and the ability to be customised to meet the other 10%. The guaranteed support from ManageEngine also was high on our list of requirements.
"[The] ServiceDesk Plus Cloud support [team] is always prompt on responding and very helpful [with] our customisation requirements. [When] we were sold by our parent company, we had to move from their ServiceNow instance within three months. ServiceDesk Plus Cloud was able to meet all requirements out of the box to meet that deadline. Initial investment cost was 30-50% of [the] competitor's, and the time to deploy from nothing to a working solution was within three months.
"We migrated from ServiceNow to ServiceDesk Plus Cloud when ServiceNow was a very mature product. ServiceDesk Plus Cloud was able to meet the challenges of providing us the required ITSM tools that were available in ServiceNow at a fraction of the cost and with the extremely tight deadlines to achieve the migration. We have now been using ServiceDesk Plus for over five years and have seen major development improvements in that time.
"Customization was a big requirement for us, and over this time, ServiceDesk Plus Cloud has added features like Custom Modules and extra API functionality, which allowed us to improve our automation via Custom Functions, Triggers, and Schedules. The support team at ManageEngine [was] able to assist us with the customization; they were able to understand our needs and supply us with assistance in a timely manner.
"Management of requests and reporting on incidents is made simple via the Dashboard and Reports features, allowing to design dashboards for different user needs. Auto assigning of requests was another feature that we have implemented to allow a better distribution of requests to our technology teams. Asset management has now been further integrated with ManageEngine Endpoint Central and Mobile Device Management Plus, allowing us to improve on how we maintain our assets register and track devices assigned to staff, making our onboarding and offboarding of devices a much smoother process.
"Overall, we are very happy to be a ServiceDesk Plus user as it ticks all our boxes!"
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[ServiceDesk Plus Cloud's] initial investment cost was 30-50% of [ServiceNow's], and the time to deploy from nothing to a working solution was within three months. We migrated from ServiceNow to ServiceDesk Plus Cloud when ServiceNow was a very mature product, [and] ServiceDesk Plus Cloud was able to meet the challenges of providing us the required ITSM tools that were available in ServiceNow at a fraction of the cost and with the extremely tight deadlines to achieve the migration. We have now been using ServiceDesk Plus Cloud for over five years and have seen major development improvements in that time.
Hector Camejo, ICT & ServiceDesk Plus administrator