After evaluating several applications from leading IT vendors, Milano Serravalle decided to implement Service Desk.
“We were already using Micro Focus ZENworks, and when we learned that also offered a helpdesk solution, we saw that this would create a good synergy. Having another product in support of ZENworks would mean increased integration, ease-of-use, standardization and, of course, more satisfactory results,” said Zangarini.
Service Desk is highly scalable and easy to deploy, and the solution’s seamless integration with Milano Serravalle’s existing applications helps the company to gain centralized management of all IT resources
Following a rapid implementation – which included full on-the-job training for the company’s IT staff – Milano Serravalle started to test the product right away to check its potential and become more familiar with its functionalities.
Pedrotti said, “We were able to take advantage of the product’s integration with our existing infrastructure, thanks to the easy customization of the tool, as well as the native interface with ZENworks. We were so positively impressed that we decided to extend the suite to benefit from a more centralized way of managing our environment. It was easy to connect Service Desk to our Lotus Domino email system, and to set up a mail gateway between the old ticketing system and the new one.”
Stefano Zangarini said, “What happens now when we receive a request for technical assistance is exactly what we wanted. Service Desk automatically escalates calls and directs them to the appropriate person, removing nearly all need for manual intervention.”
With Service Desk, Milano Serravalle monitors its performance and its users’ IT requirements from an all-round perspective. Pedrotti said, “Service Desk has enabled us to improve our service to the users, to keep a close eye on all aspects of service delivery, and to ensure adherence to our SLAs.