Digicel Group is one of the largest network and home entertainment providers in the world with operations across 25 countries. Over the last 22 years, Digicel has successfully helped over 10 million customers connect with loved ones and stay entertained. This is enabled by more than thousand IT technicians spread across the globe handling their IT operations and service delivery. ServiceDesk Plus has been the preferred ITSM platform for over ten years helping Digicel's team ensure uninterrupted IT services, despite the challenges posed by its extensive footprint. Also, Sevicedesk Plus' powerful enterprise service management capabilities enables Digicel solve end user issues effectively across multiple other departments including finance. Rickaye Brown, the IT Applications Manager for Digicel Group's Global IT Shared Services explains how ServiceDesk Plus helped them improve their ITSM practices and boost their operations.
"The ServiceDesk Plus application has proven to be an indispensable tool in our daily operations at Digicel Group. As a telecommunications company operating across more than 25 Caribbean and Latin American markets, we navigate a dynamic and multifaceted environment. Our operational teams, spanning IT, finance, and technical officers working on the ground, rely on ServiceDesk Plus.
ServiceDesk Plus seamlessly integrates into our environment, and for several years, we've effectively utilized ServiceDesk Plus to manage and track customer requests. Its implementation has significantly boosted automation and efficiency across multiple workflows.
ServiceDesk Plus offers a diverse array of products and features. The flexibility to customize Requests, Change Management, Releases, and various templates and forms has empowered us to tailor the application precisely to our needs.
ServiceDesk Plus' API capabilities and automated reporting are invaluable. They enable our team to effectively track and manage KPI performance data, driving us to meet our objectives. ServiceDesk Plus' intuitive user interface has proven user-friendly for both our staff and customers, facilitating swift setup and configuration adjustments to meet customer requirements, as well as easy interaction and issue escalation for our customers.
The automation features within ServiceDesk Plus have greatly benefited our business. They allow us to create custom functions and business rules, providing a tailored experience for our customers. Recently, we successfully redesigned our incident notification process and alerts using ServiceDesk Plus, significantly reducing manual reporting efforts in managing application outages across the business.
Support is often the cornerstone of any application or service, and the ServiceDesk Plus Support Team excels in this area. They consistently deliver exceptional support, standing behind their product and offering top-tier assistance for all our issues. Their rapid response times and efforts to understand the scope of our business enable them to tailor the application to enhance our experience. Moreover, their regular health check ups ensure the application continues to meet our evolving needs, and they are open to collaboration for further improvements.
ServiceDesk Plus is one of the finer classes of software being offered now in market."
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The automation features within ServiceDesk Plus have greatly benefited our business. They allow us to create custom functions and business rules, providing a tailored experience for our customers. Recently, we successfully redesigned our incident notification process and alerts using ServiceDesk Plus, significantly reducing manual reporting efforts in managing application outages across the business.
Rickaye Brown, IT Applications Manager, Global IT Shared Services