Enterprise ITSM Platform

Implemented an enterprise-wide IT service management platform, achieving 95% SLA adherence and 95% NPS across a multi-site organisation.

ManageEngineITILSLA ManagementCMDBWorkflow AutomationReporting

Key Results

95% SLA adherence
Consistent service delivery against defined response and resolution targets: 95% NPS
User satisfaction score reflecting transformed support experience: Full visibility
Real-time dashboards showing workload, trends, and performance metrics: Data-driven planning
Ticket analytics informing resource allocation and proactive improvements

The Challenge

A multi-site e-commerce retailer had no formal IT service management. Support requests arrived via email, instant messages, phone calls, and walk-ups with no consistent logging, prioritisation, or SLA tracking. IT had no visibility into workload, response times, or user satisfaction.

Without structured service management, critical issues were buried under routine requests. Response times were unpredictable, repeat issues were not tracked for root cause analysis, and there was no data to support resource planning or demonstrate IT value to the business.

The Solution

Approach

Evaluated ITSM platforms against requirements for multi-site support, asset management, and workflow automation. Selected ManageEngine and designed the implementation around ITIL best practices adapted for the organisation's size and culture - pragmatic process, not bureaucracy.

Implementation

Deployed the full ITSM suite including incident management, service request fulfilment, asset management, and CMDB. Built SLA policies with escalation workflows. Created self-service portals for common requests. Configured reporting dashboards for IT leadership and business stakeholders. Trained support teams and ran a parallel operation period before full cutover.