Case Study: Aggreko achieves a cloud-based, centralized global IT and HR service desk with Ivanti Service Manager

Aggreko Looks to the Cloud to Overhaul Its Global IT and HR Service Desks

Aggreko, a global leader in power, heating and cooling services with more than 6,000 employees and roughly 7,000 monthly IT tickets, faced end-of-life for its on-premise ITSM and mounting operational pain: over 3,000 incident categories, decentralized classifications, slower response times and minimal self-service adoption (0.8%). Seeking a cloud-first, out-of-the-box solution, Aggreko selected Ivanti’s Service Manager for the Cloud to modernize its global IT and HR service desks.

Ivanti delivered a phased rollout (Incident, Problem and Self-Service in Phase 1; Change Management and Azure DevOps integration in Phase 2; accreditation and UX improvements in Phase 3), centralizing incident logging and cutting classifications from ~3,000 to about 300 verified conditions. The deployment improved classification accuracy and real-time visibility, increased self-service adoption, enabled asset integration, reduced resource overhead, extended the platform to HR, and produced faster resolution times and an above-average service-desk happiness score.

Aggreko

Tony Deeb