Global leader in sustainable building solutions

The consolidation of IT operations across six continents

As one of the world's leading manufacturers of cement, ready-mix concrete, aggregates, solutions, and products, this multinational corporation has a presence in more than 70 countries. Its IT operations are split into four business service centers (BSCs):

• Global hub business service (GHBS) that caters to Australia, New Zealand, and Southeast Asia
• Europe business service (EBS) that handles European countries
• America business service (ABS) that manages North, Central, and South America
• India business service (IBS)

To govern such a large IT estate, it relied on ServiceNow (for GHBS, EBS, and IBS) and Zendesk (for ABS). However, it decided to move away from these tools due to its high complexity and operational costs.

The manufacturer decided to implement ManageEngine ServiceDesk Plus across all its BSCs to set up a unified business process, and ManageEngine presented it with a complete project plan with milestones and deliverables.

The implementation of ServiceDesk Plus

ABS was the first of the four BSCs to migrate to ServiceDesk Plus Cloud. ABS manages business support services for 12 countries. Each country has seven factories that manage numerous processes for business and IT support services. Therefore, ABS alone handles over 250,000 tickets monthly, with over 650 technicians serving over 30,000 users.

Using the built-in ESM capability in ServiceDesk Plus, the other three BSCs were set up as exclusive instances within the same installation with user-based access permissions. The four BSCs combined have over 3,000 technicians using ServiceDesk Plus to serve over 75,000 users and resolve over a million tickets monthly around the globe. The ABS implementation was part of phase one, and our Presales team for ServiceDesk Plus was tasked with configuring the ITSM processes in one of the process factories. The rest of the project was implemented by our system integrator partner with our active support.