Laois County Council Case Study - Servaplex

Laois County Council, the local authority responsible for public services across County Laois, has significantly enhanced its service delivery and internal operations by implementing ServiceDesk Plus Cloud from ManageEngine.

Laois County Council- ServiceDesk Plus Cloud - Servaplex

Business Challenge

Laois County Council needed to extend its IT service management capabilities beyond IT, providing a consistent way for multiple departments to manage service requests while reducing reliance on emails and phone calls.

With teams across IT, HR, finance and facilities, the Council needed a service management solution that could support different departmental requirements while maintaining centralised visibility, efficient workflows and a consistent user experience.

This is supported by the case study, which specifically describes the need to support multiple departments and provide centralised visibility of service requests.

Implementation Approach

Laois County Council, in collaboration with ManageEngine, has streamlined its service desk operations with ServiceDesk Plus Cloud.

ServiceDesk Plus Cloud ESM enables the Council to create dedicated service portals for different departments, allowing teams to manage their own requests while maintaining centralised control and visibility. The Council initially used ServiceDesk Plus for IT tickets before expanding its deployment to support other departments, including HR and finance.

  • 1
    Multiple Service Portals: Create dedicated service portals for IT, HR, finance, facilities and other departments from a single platform.
  • 2
    Centralised Management: Manage multiple departments and their service requests centrally while providing each team with a dedicated portal.
  • 3
    Streamlined Service Requests: Give employees a clear, dedicated way to submit and track requests, reducing reliance on emails and phone calls.
  • 4
    Improved Visibility: Maintain an overarching view of issues and service requests across departments while keeping workflows organised.

Key Results: ManageEngine’s Impact on Laois County Council

  • Streamlined Workflows
    By leveraging the ESM capabilities of ServiceDesk Plus Cloud, Laois County Council has streamlined workflows, increased transparency, and improved service request handling across multiple departments through a unified self-service portal.

  • Committment to Digial
    This adoption reflects the Council’s commitment to digital transformation and operational excellence.

  • Daily Benefits
    ServiceDesk Plus Cloud simplifies daily work by providing a single platform for employees to report issues, request services, and stay informed. Instead of scattered emails or phone calls, staff use a self-service portal for all requests, from IT support to HR services.

“One of the big wins is that it works from anywhere, which is perfect for our staff who are in and out of the office.”

Claire McIntyre
Information Systems Project Leader

“Whether for routine support or more complex service operations, ServiceDesk Plus has allowed teams the ability to manage call workload and keep on top of queries, whether internal or external.”

Claire McIntyre
Information Systems Project Leader

Servaplex: Your IT Transformation Partner

ServiceDesk Plus - Manage Engine IT Solutions Ireland

ServiceDesk Plus

ServiceDesk Plus is a service management solution that combines IT service management, IT asset management, and CMDB with enterprise service management capabilities for departments including HR, facilities, and finance. Embedded AI-capabilities, powered by proprietary AI-technologies, and other AI-solutions like OpenAI’s ChatGPT and Microsoft Copilot, in ServiceDesk Plus enable service delivery teams to infuse intelligence within their existing ITSM practices and workflows seamlessly. Available both on-premises and in the cloud, ServiceDesk Plus is the ideal choice for organisations looking for a scalable, secure, and extensible IT and enterprise service management solution with an excellent ROI.

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