CASE STUDY applications and systems allowed for an optimised experience enhancing operational efficiency and data flow , completed by real-time , advanced analytics .
The IT Service Management solution has been a gamechanger for the telecom company . It has led to :
• Five times faster delivery and response time for raised tickets .
• Automation of the ticketing system to enable workload visibility .
• Over 90 % of tickets resolved within stated SLAs over the past year .
• Reduced turnaround time and issue resolution for end users .
Scaling the implementation
Prasanna Venkatesh Srinivasan , Regional
Manager , ManageEngine
ticketing system , it enhanced their ability to swiftly track and resolve issues , enabling early identification of issue trends and offering solutions to resolve similar issues in the future .
ServiceDesk Plus empowered Kuwait Telecommunications Company ’ s end users to make use of an easily accessible self-service portal to log tickets . Seamless integration with other third-party
With the successful implementation of ServiceDesk Plus , Kuwait Telecommunications Company has invested in other ManageEngine products , including OpManager ' s Enterprise edition , Applications Manager , and Analytics Plus .
Kuwait Telecommunications Company is using OpManager to manage their networking monitoring requirements wherein OpManager can set up a 24X7 monitoring system and provides deep visibility into the performances of the organisation ' s routers , switches , firewalls , load balancers , wireless LAN controllers , servers , VMs , printers and storage devices .
Applications Manager enabled Kuwait Telecommunications Company to provide realtime insights into the complexities of application performance thereby ensuring high availability and performance for their critical applications and servers .
Kuwait Telecommunications Company also employs Analytics Plus which enables visibility to IT data from several applications and features an AI-powered analytics assistant that responds to voice and text prompts to provide meaningful visualisations .
The implementation has been a game-changer at Kuwait Telecommunications Company , enhancing workload visibility and reducing overall turnaround time and issue resolution for end users .
Over 90 % of the customer issues were resolved within specified SLAs in the past year .
“ We are convinced and satisfied with the overall results we have achieved . This is a successful IT Service Management project , one we can claim as a benchmark in Kuwait ,” said Al Akili . p
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