Customer Talk

Morgan Advanced Materials Uses ServiceDesk Plus to Centralize Its Distributed IT

​Chester Chiu, IT service manager from Morgan Advanced Materials, describes the difficulties his IT team faced in the past when handling tickets via email and how ServiceDesk Plus helped his company manage its distributed IT from a centralized location.

​ServiceDesk Plus won the WindowsNetworking.com Readers' Choice Award under the Help Desk category. This is the second time that our customers have voted ServiceDesk Plus as their most preferred IT help desk software. We beat perceived market leaders like BMC by garnering 31 percent of the readers' votes. That's more than twice the number of votes cast for BMC (15 percent) and four times more than the number cast for other "standard" tools.

IT teams, in order to close tickets, can sometimes get into a firefighting mode that leads them into a blackhole called 'BUSY'. So what does it take to beat the "busy-ness" and get your IT team to be smart and productive? This session will present a thorough review of important customization options in the ServiceDesk Plus Incident Management module that will shoot up your IT team's productivity.

ServiceDesk Plus On-Demand has helped the IT support team at Sterlite to respond and resolve tickets faster. In the past year, 50,000 tickets have been serviced by using the ServiceDesk Plus On-Demand application, and it is now an integral part of Sterlite'sIT operations.

As an IT project manager, you might often think, “​If only I handled the project differently, it could have been a success​”. Here are some best practices that you can follow to avoid some expensive project surprises and steer your projects ​towards success.

We would love to catch up with you at HDI 2015, one of the industry’s leading technical service and support conferences, on March 24-27, 2015 at Mandalay Bay, Las Vegas. See you there!