| Solution | ManageEngine ServiceDesk Plus — Enterprise Edition |
|---|---|
| Delivered by | PLC Doradztwo Informatyczne (implementation partner) |
| Industry | Healthcare — diagnostic imaging and laboratory testing |
About the client
The client, Diagnostyka S.A., is a large healthcare organisation providing diagnostic imaging and laboratory testing services. It employs over 9,000 people, and its IT department has more than 160 staff. With rapid growth and a rising number of users (around 4,000), the company needed a comprehensive, scalable IT service management solution.
Challenges and needs
The helpdesk tool used until then was free, offered limited functionality and was not aligned with ITIL principles.
The organisation lacked:
- a single point of contact for IT requests,
- consistent rules for handling incidents and changes,
- process automation,
- control over response times (SLA),
- clear data on the scale of incidents and their impact on end users.
As the business grew, these problems began to affect the quality of service and the efficiency of the IT department.
The solution
The choice was ManageEngine ServiceDesk Plus Enterprise Edition — an ITIL-compliant ITSM platform supporting incident, problem, change and SLA management, among others.
What convinced the client:
- a complete solution (many functions in a single application),
- an attractive price for the capabilities,
- a simple rollout (one agent, quick installation),
- compliance with GDPR and security requirements.
Licence details
- 156 technicians
- over 5,122 managed devices
- Enterprise edition
How the project went
The first stages were carried out by the distributor. The project ran into organisational difficulties, at which point the PLC Doradztwo Informatyczne team joined. Working together, PLC Doradztwo Informatyczne and MWT Solutions S.A. stabilised the rollout. The client received both technical and process support. One of the challenges was a differing understanding of ITIL — the rollout required extensive training for the IT team to standardise the approach to service management.
In addition, during the re-implementation an agent synchronisation issue emerged: the number of installed agents did not match the number of end devices. Although the issue was not fully resolved, it did not significantly affect how the system performs. Further subsidiaries are now being onboarded, and the organisation continues to develop the platform — an integration with the EPC system is planned, among other things.
Results and benefits
After the main rollout stage was completed, the organisation saw a number of benefits:
- Fully centralised ticket handling — users rely on one consistent point of contact.
- SLA management and incident analysis — the IT department gained full visibility and reporting capabilities.
- Process automation and change control — the system supports technicians, reminds them of required actions and guides both sides through each request.
- Greater standardisation and transparency — requests are accountable and service quality can be assessed.
- User feedback — surveys and technician ratings help improve the service.
- A modern, user-friendly interface — rated positively by technicians and users alike.
Working with PLC Doradztwo Informatyczne
The client described the cooperation with the PLC team as flexible, partner-like and tailored to real needs. The most valued aspects were:
- an understanding of the organisation's specifics,
- no rigid formal path,
- readiness to respond to requests and issues as they arise,
- high-quality advice and communication.
The experts at PLC Doradztwo Informatyczne truly understood our needs and did not impose a rigid path, which was very important to us. They were able to adapt, respond quickly and act flexibly. That approach translates into real value in the partnership.
Summary
Rolling out ManageEngine ServiceDesk Plus Enterprise enabled Diagnostyka S.A., a large healthcare organisation, to fully centralise its IT services, improve team efficiency and standardise its processes. The system is scalable, intuitive and backed by an implementation team experienced in projects for large organisations.
Download the case study
The full document (2 pages, PDF, in Polish).
