ServiceDesk Plus Enables NCSS Transform and Align IT Operations with Organizational Goals

North Country Supervisory Services (NCSS), a prominent nonprofit organization headquartered in Vermont, is dedicated to providing comprehensive health and community services to the residents of Franklin and Grand Isle counties. As a pivotal player in the regional human services sector, NCSS operates with a mission-driven focus to address the diverse needs of its community.

The IT department at NCSS, consisting of three skilled technicians, is tasked with supporting approximately 850 end users across 17 distinct locations. The team manages an extensive infrastructure comprising over 1,000 IT assets. The complexity and scale of their operations highlight the critical role of effective IT support in ensuring seamless service delivery and operational efficiency.

Why Were Issues Spiralling Out of Control for the Client’s IT Team?

NCSS’s mission to deliver outstanding health and community services was significantly hampered by the IT department’s reactive, firefighting approach to issue resolution. The persistent focus on troubleshooting and crisis management had constrained the team’s capacity to implement long-term improvements and strategic innovations.

To address this, it became imperative to transition to a proactive and strategic IT management framework. This shift was crucial for:

• Streamlining issue resolution processes
• Enhancing IT service availability
• Boosting overall reliability

By moving away from constant crisis management, the IT department could better support end users, and align IT resources more effectively with organizational goals. This transition was also essential for supporting the organization’s broader objectives.

ServiceDesk Plus Had All the Answers to Their Issues

Following a thorough analysis of the client’s needs, it became evident that unproductive and repetitive Level 1 (L1) incidents were significantly impacting the IT team’s productivity. To address this challenge, the primary solution involved reducing the frequency of these repetitive incidents.

Under the leadership of IT Manager Randy Connelly, the team implemented a strategic approach by:

• Enhancing the Knowledge Base: The team enriched their knowledge base within ServiceDesk Plus, our unified service management platform designed for digital enterprises.
• Populating the Knowledge Base: The new knowledge base included solutions for common and minor issues.
• Publishing Solutions: These solutions were made available to end users via a self-service portal.

This initiative empowered end users at NCSS to resolve incidents independently, resulting in a notable reduction in L1 incidents and trivial requests submitted to the IT help desk.

With L1 tickets reduced, Connelly and his team shifted their focus to optimizing various IT management processes:

• Active Directory (AD) Management: The integration of ADSelfService Plus with ServiceDesk Plus allowed end users to reset their AD passwords and unlock accounts directly from the self-service portal. This integration alleviated the IT team from handling hundreds of passwords reset requests.
• Network Management: The team minimized service disruptions by integrating with OpManager, ManageEngine’s network management solution. This integration facilitated:
• Automatic Conversion of Network Alarms: Network alarms were automatically converted into ServiceDesk Plus tickets.
• Predefined Parameters: Tickets included predefined parameters such as category, priority, and impact.
• Automatic Routing: Tickets were routed automatically to the appropriate technicians or support groups.

This streamlined approach enabled prompt issue diagnosis and resolution, minimizing the impact on business operations.

The Transforming Impact of Our Solution

By transitioning from a reactive to a proactive approach, the organization realized significant improvements in IT service efficiency and effectiveness. These included

1. Reduction in L1 Incidents: By enhancing the knowledge base and utilizing the self-service portal, the IT team achieved a 30% reduction in Level 1 incidents and trivial requests. This significant decrease eased the burden on the help desk system and allowed the team to focus on more complex issues.
2. Increased Efficiency in IT Processes: The integration of ADSelfService Plus with ServiceDesk Plus led to a substantial improvement in Active Directory management. The self-service capability for password resets and account unlocks reduced the volume of password-related support requests by approximately 40%, thereby freeing up valuable IT resources.
3. Streamlined Network Management: The integration with OpManager facilitated the automatic conversion of network alarms into ServiceDesk Plus tickets. This automation reduced manual intervention and improved response times by 35%, ensuring timely issue diagnosis and resolution with minimal disruption to business operations.
4. Enhanced User Empowerment: The self-service portal enabled end users to resolve common issues independently, resulting in a 25% increase in user satisfaction and a more efficient use of IT support resources.

Get in touch to discover how our solution can perfectly address your needs and drive your success.