Case Study: Total Wine & More eliminates a 500-ticket backlog and cuts mis-assigned tickets 90% with Ivanti Service Manager

Total Wine & More - Customer Case Study

Total Wine & More, the largest independent retailer of fine wines in the U.S., was hampered by an aging Altiris help desk that produced a 500-ticket backlog, high rates of mis-assigned requests, poor reporting, and low service-desk morale while supporting IT, accounting and HR for 2,000 employees and critical point-of-sale uptime. Seeking a scalable, cloud-based ITSM with self-service and better metrics, Total Wine & More selected Ivanti Service Manager (cloud deployment).

Ivanti deployed Ivanti Service Manager with Incident, Problem, Change, Knowledge and Service Request modules and a self-service portal, using out-of-the-box templates and drag-and-drop workflows; the system was live in under 60 days. The Ivanti solution eliminated the 500-ticket backlog, cut mis-assigned tickets by 90%, reduced calls by 300 in the first quarter, delivered easy-to-use dashboards and improved onboarding, morale and the service desk’s role as a business partner.

Total Wine & More

Candice Jackson

IT Service Desk Manager