Case Studies
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Case study:
Ambulance Service
As one of the UK’s emergency services, it’s critical that the NHS ambulance service uses reliable, trusted, and capable technologies throughout its IT infrastructure. That’s why, South Wales Ambulance Service Trust (SWAST), trusts ManageEngine’s ServiceDesk Plus to ensure coherent service management.
Offering extensive functionality, ServiceDesk Plus is a tool that is workable, cost-effective and efficient – crucial qualities when working in partnership with NHS Trusts.
Dale Powis, IT Service Desk Manager
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Case study:
Aerial Surveying
As Andy MacBain, Head of ICT at HiDef, details here, there really is no other choice than Set3 Solutions to deliver trusted and expert sales advice, installation and consultancy on ServiceDesk Plus.
“Having originally considered around five help desk options, we unanimously agreed upon ServiceDesk Plus because of its price, plug-ins, flexibility, integration, and ease of use. It means we can maximise its offerings quickly and reliably throughout our business when the need arises, with fast results.
What was also immediately apparent, when looking for a help desk option, was Set3 Solutions’ knowledge and experience. They provide a full-service offering – advice, sales, deployment, and consultancy – for our ServiceDesk Plus requirements. They are the whole package.
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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 Set3 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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