Deployment of Manage Engine Service Desk Plus ITSM Tool For a Leading US-Based 3D Printing Company
Overview
The client is a leading 3D Printing and traditional and additive manufacturing technology pioneer based in the US. ACL Digital has deployed Multilingual Managed IT Service Desk Support tool for the client to enhance the operational productivity of their IT infrastructure.
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Challenges
Absence of ITSM tool and Project management tool
Absence of 24/7 Support to internal and external users
Limited responsiveness and availability of business-critical applications
Absence of virtualization and limitations in operational productivity
Constrained SLA mechanisms and resource-intensive processes for service delivery
Solution
Deployment of Service Management tools and Managed IT and Business Application Support for English, French, German and Italian languages
- Deployed SaaS based product from ManageEngine (ServiceDesk Plus)
- Deployed 24X7 L1/L2 service desk for all IT & Business Apps(Internal & Consumer facing), Computing Devices
- Workflow creation for Request for Service, Incident, Release and Change
- Auto rules implemented for CSAT/DSAT
- Incidents Reporting, Service Request Handling, Ticket Prioritization and Categorization, Ticket Trend Analysis
- Support includes Business Apps (ECM, Printing, RCM Master, Customer Portals) Communication (Global Directory, Mail, Calendars etc), Enterprise Systems (SQL Servers, MS Visio, SharePoint etc) Data Network and Telecommunications
Outcomes
- Improved insight into issues affecting business-critical applications
- Realized a 15% decrease in operational costs
- Accelerated response times for critical business applications and systems
- Implemented an end-to-end automation platform leveraging AI/machine learning
- Attained complete visibility and tracking for company-owned IT infrastructure
- Enhanced visibility into SLAs and the quality of service delivery
