CASE STUDY and meeting these requirements without disrupting operations was a continuous challenge .
Prior to this deployment , Kuwait Telecommunications Company ' s IT support team relied on manual IT operations for tracking and managing support requests from the customers ' end . This led to disorganised and inefficient processes , making it challenging to prioritise and resolve issues in a timely manner .
As the organisation grew , it became more important for an effective IT Service Management system to be put in place to cater to the delivery of services more effectively and with less downtime .
Selecting an IT Service Management solution
After evaluating various solutions , Kuwait Telecommunications Company selected ServiceDesk Plus based on the solution ’ s ability to effectively streamline workflows and deliver seamless customer service .
The company ' s primary concern was data accuracy , security and compliance , since the company needed to ensure that the information of its millions of customers remained secure , accurate and accessible even while standardising and streamlining an IT Service Management solution , which the ManageEngine solution facilitated .
ServiceDesk Plus is built with industry-recommended IT Service Management best practices and is packed with contextual IT and business integrations that help service desk teams better align with their organisation ’ s business objectives . ServiceDesk Plus also helps organisations design , deliver and support their business and IT services through native enterprise service management capabilities and unrestricted extensibility offered through low-code scripting .
Benefits of ServiceDesk Plus
Implementation of ManageEngine ’ s IT Service Management solution has proven to be instrumental in achieving a fivefold increase in response time and empowered the company with visibility to make informed , data-driven decisions .
“ ManageEngine ' s ITSM solution ServiceDesk Plus successfully reduced the workload of Kuwait Telecommunications Company ' s customer support team . Our solution enhanced the team ' s ability to effectively monitor and resolve problems , enabling early identification of issue patterns and offering solutions for similar issues in the future ,” said
What are the pain points in IT service operations ?
Cost management
Allocating the necessary budget for IT infrastructure can be a significant hurdle for organisations . Companies struggle to strike a balance between investing in robust IT infrastructure and managing their budgets effectively . This is especially critical for a customer support department as they rely heavily on technology to deliver efficient and responsive services .
Aligning IT with business
One of the perennial challenges has been ensuring that the IT infrastructure aligns with the overarching business objectives . This means having an infrastructure that can adapt to changing customer needs and market dynamics .
Compliance and security
In the realm of customer support , data security and compliance are paramount . Many organisations deal with sensitive customer information , and ensuring it ’ s protected and compliant with relevant regulations is a top priority . Meeting these requirements without disrupting operations is a continuous challenge .
Scalability and flexibility
The customer support landscape is ever-changing , and IT infrastructure needs to be flexible and scalable to accommodate growing volumes of customer interactions . Therefore , IT organisations need the ability to expand our resources and systems seamlessly .
Data management
Managing and integrating data across various systems and applications is an ongoing technological challenge . Companies rely on integrated IT Service Management solutions to streamline their workflows and deliver seamless customer service . Ensuring that data is accurate , available , and accessible in real-time is crucial .
Technology adoption
Keeping up with the latest technology trends and incorporating them into a company ’ s IT infrastructure can be complex . Whether it is adopting AI-driven chatbots or integrating new communication channels , the challenge lies in ensuring that new technologies enhance their support services without causing disruption .
Disaster recovery
Downtime in customer support operations can be detrimental . Implementing robust disaster recovery and redundancy solutions is essential to maintain high availability .
Prasanna Venkatesh Srinivasan , Regional Manager at ManageEngine .
The IT Service Management solution significantly reduced the workload of Kuwait Telecommunications Company ’ s customer support . By placing a centralised
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