Case Study: Milano Serravalle achieves faster, SLA‑compliant IT support with OpenText Service Desk

Milano Serravalle - Customer Case Study

Milano Serravalle — Milano Tangenziali S.p.A., a 700‑employee operator of Milan’s busy motorway and bypass network, struggled with an internally developed support system that couldn’t track or report against strict SLAs or handle incoming assistance and emergency calls effectively. Manual processes and poor ticketing workflows left technicians unable to respond as quickly or consistently as required across the extensive road infrastructure.

The company implemented Micro Focus Service Desk (integrated with existing ZENworks and Lotus Domino systems), quickly training staff and customizing workflows. Automated escalation, a clear priority hierarchy and centralized management eliminated most manual tasks, improved SLA compliance and delivered faster, more targeted support—yielding estimated time savings of about 80% and better analytics to inform user training.

Milano Serravalle

Stefano Zangarini

IT Systems Manager