Reducing IT Resolution Time and Support Costs
Overview
A growing professional services organization sought to improve its service management processes and scale IT operations. Legacy ticketing systems were insufficient for tracking, escalation, and integration needs. ImagineX partnered to implement Zendesk, integrating it with existing tools, defining workflows, and establishing reporting and SLA management processes. The engagement focused on delivering a user-friendly, scalable solution that improved operational efficiency and reduced reliance on email-based ticket handling.
Problem
Inefficient ticketing system with poor escalation tracking and limited knowledge base functionality
High MTTR due to improper prioritization and ticket routing
Lack of integration with existing tools like Rapid7, MS Outlook, and Azure AD
Need for standardized service management workflows to support future growth
Solution
ImagineX applied Agile methodologies, breaking the engagement into phased sprints over 10 weeks. After mapping current processes and future workflow requirements, Zendesk was configured and technically validated. The solution included integration with Rapid7, Active Directory, and the knowledge base, enabling automated ticket routing, SLA tracking, and escalation workflows. Reports were created and UAT was conducted to ensure proper functionality. Training and rollout supported adoption across IT teams, while phased enhancements allowed the organization to extend Zendesk use across additional internal teams, improving collaboration and operational efficiency.
Outcome
Improved ticket deflection and streamlined workflows
Established SLA management process, reducing resolution times
Reduced reliance on email-based ticketing
Expanded Zendesk use to additional teams, enhancing organization-wide efficiency
Technology Consulting
Technical Management
Agile Delivery
Assessment and Design
Change Management
Software Engineering
Integration & Workflow
Software Implementation
Custom Dashboarding
Technical Support
