Case Study: Milano Serravalle achieves centralized, faster IT support with OpenText Service Desk

With OpenText™ Service Desk, the travel and transportation company now offers faster, more targeted technical assistance, and better compliance with strict internal service level agreements

Milano Serravalle was looking for a better way to manage IT support and maintenance, with stronger integration across its existing environment and less manual handling of help-desk requests. After evaluating several vendors, the company chose OpenText Service Desk, especially because it would work alongside ZENworks and support more centralized IT management.

OpenText implemented Service Desk with rapid deployment, on-the-job training, and integration with Milano Serravalle’s existing systems, including Lotus Domino and the old ticketing process. The result was a centralized view of support operations, automatic call escalation, better SLA compliance, and faster, more reliable service; Milano Serravalle also reported about 80% time savings from managing tasks from a central point of control.

Milano Serravalle