Challenge

With a large number of staff across a range of sub businesses and services, maintaining adequate service levels for IT help desk staff can be a challenge. The Authority realised that it was essential to strengthen their ITIL framework and required an ITSM platform to support this. Our client conducted an investigation of leading ITSM platforms, and selected ManageEngine’s solution, as the best option to configure for their needs, that was scalable and met their budgetary requirements. After initial discussions with ManageEngine, it was recommended that they engage with 9X5 Consulting as a leading systems implementor for ManageEngine.

Solution

9X5 initiated the project by conducting a thorough assessment of their existing IT infrastructure, service management processes, and specific requirements for the service desk. This included identifying pain points, bottlenecks, and areas for improvement, as well as understanding the their unique needs and goals.

Based on the assessment, the 9X5 designed a customised ITSM solution tailored to The Authority’s requirements based on Zoho Service Desk. Service Desk was slected as it best aligned with the client’s size, complexity, and budget constraints. Additionally, 9X5 configured the service desk to support key ITIL (IT Infrastructure Library) processes such as incident management, problem management, change management, and service level management. This included defining workflows, setting up automation rules, configuring service catalogs, and establishing user access controls to ensure compliance with security and regulatory requirements.

As part of the rollout, 9X5 handled migrating existing data and workflows to the new service desk platform, conducting user training and onboarding sessions, and establishing support procedures for ongoing maintenance and management.

The deployment process was carefully coordinated to minimise disruption to The Authority’s operations, with regular communication and collaboration between the consulting team and key stakeholders to address any issues or concerns that arise.

Impact

The client now has a customised ITSM Service Desk solution that has been tailored to their specific needs, and allowing them to service the IT needs of their users across all of their locations. Post-deployment, 9X5 provided continued support and optimisation services to ensure that the service desk meets their evolving needs and delivers value in terms of improved efficiency, transparency, and user satisfaction.