Case Studies

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Case study:
Retail

As one of the largest variety retailers in the UK, it’s essential that B&M’s IT networking systems are efficient, effective and economical.

As a result, B&M installed ManageEngine ServiceDesk Plus to help coordinate over 650 UK stores.

Here, B&M’s IT Service Desk Manager, Stephen Redford, shares his experiences of using Set3 Solutions to maximise their ServiceDesk Plus usage and explains how Set 3 Solutions’ Technical Director leads the way in commissioning, installing, configuring and tailoring the suite for an individual business’s needs.

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Case study:
Chartered Body

As the chartered body and leading membership for safety and health professionals, The Institution of Occupational Safety & Health (IOSH), required rigid and methodical organisation of its technical issues, reports, requests, facility changes and end user problems.

IOSH has seen significant growth in the last 12 months, as a result end user numbers have increased, and demand has intensified for Help Desk resources.

IOSH contacted Set3 Solutions to review their ManageEngine ServiceDesk Plus system – originally installed by a different provider – and to migrate their on-premise system onto the cloud. Following an overview of their existing practices it became apparent that an organised and coherent, data mining, ticketing request system needed to be integrated into the business.

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Case study:
Housing Association

This organisation wanted to improve their IT support response for end users. The current method of a default email queue provided no tracking capabilities and user requests were often missed or overlooked as a result.

The implementation of ManageEngine ServiceDesk Plus provided instant advantages in the logging and tracking of users requests with no request going missing or unanswered.

As the teams familiarity and confidence in ServiceDesk Plus grew they were able to implement the self-service user portal to further develop the capabilities of their service desk provision.

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Case study:
Education

Keeping track of passwords is never an easy prospect and this organisation was no different to most.

With the adoption of ManageEngine Password Manager Pro this organisation was able to fully track and audit network access to critical resources in the network environment and move away from the protected spreadsheet and ‘Post-It Note’ culture of the past.

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Case study:
Member Organisation

With limited funds and resources this commercial arm of a member organisation were constantly in a ‘firefighting’ mode.

The availability of a free help desk solution from ManageEngine provided instant benefit to an overworked team. With no initial capital outlay the team were able to start to triage and manage the flow of user IT requests and demonstrate an instant benefit to the organisation.

Two years and some professional services later the organisation has made it’s first investment in a full license to expand on the capabilities of the help desk, such as full asset management.

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