Case Study: IT Infrastructure Library (ITIL) provider attracts new clients with 2.5× faster, highly customizable Help Desk solution from Intetics

Help Desk Solution by Intetics Helps Global Provider of IT Management Systems Attract New Clients

IT Infrastructure Library Provider, a global SaaS ITIL provider, needed to evolve its Help Desk offering to attract new clients by adding deep customization (custom fields, calculated fields, rules and actions), a fully AJAX one‑page application, advanced role‑based security with external authentication (AD FS/OpenID), mobile support, and a WYSIWYG Administration application. They engaged Intetics to deliver these product and platform enhancements.

Intetics implemented a JavaScript single‑page web application that renders UI from customer metadata in MS SQL, built a WYSIWYG Administration tool, and delivered a Xamarin‑based mobile app, integrating front‑end and back‑end components with multilevel role access, automation and scheduling. As a result of Intetics’ work the platform was 2.5× faster to customize, achieved a 200% increase in scalability/business expansion, provided lightweight 24/7 administration support, and attracted new clients.