How ABC SME Transformed Its IT Service Desk with PeopleSTM

Background

ABC is an SME that has been growing steadily over the years. As the company expanded, so did its IT infrastructure and the complexity of managing it. The IT team at ABC SME was struggling to keep up with the increasing demand of managing service requests, incidents, changes, and IT assets without a proper IT Service Management (ITSM) platform. The lack of a centralized system led to inefficiencies, missed deadlines, and frustrated employees. 

Challenges Faced by ABC

Manual Processes: The IT team relied on manual processes, spreadsheets, and emails to manage service requests, incidents, and changes. This led to delays, errors, and a lack of visibility into the status of ongoing issues.

Lack of a Centralized System: IT issues and service requests were handled manually through emails and spreadsheets, leading to inefficiencies and delayed responses

Budget Constraints: Off-the-shelf ITSM solutions available in the market were expensive and exceeded the SME's budget, making implementation unfeasible

Compliance Concerns: The company needed to enhance its IT procedures to comply with ISO-27001 standards, but without a proper ITSM tool, achieving this was challenging.

Fragmented Operations: Key IT service desk activities such as Service Requests, Incident Management, Change Management, and IT Asset Management were handled in silos, leading to a lack of coordination and inefficiencies.

Finding a Solution

While searching for an affordable yet efficient ITSM solution, ABC SME discovered EvonSys PeopleSTM—a cost-effective IT Service Management product built on the Pega low-code platform. The flexibility of PeopleSTM allowed ABC SME to customise the tool to match their unique workflows and operational needs.

Beyond software implementation, the EvonSys team assisted ABC SME in enhancing their IT service desk operations in alignment with ISO-27001 standards, ensuring compliance and improved security. 

Key Benefits of PeopleSTM for ABC SME

1. Cost-Effective    SolutionSolution: Unlike other expensive ITSM products, PeopleSTM provided a budget-friendly solution without compromising on features.
2. Customisability with the Pega Low-Code Platform: The ability to modify workflows and features easily ensured seamless integration into ABC SME’s existing operations.
3. ISO-27001 Compliance: Built with security and compliance in mind, PeopleSTM helped ABC SME establish structured IT procedures that met international standards.
4. All-in-One IT Service Desk Platform: PeopleSTM integrated all critical ITSM functions, including:

• Service Request Management
 
• Change Management
 
• Incident Management
 
• IT Asset & Gate Pass Management
 
• IT Project Management
 
• Configuration Management
 
• Advanced Reporting and Analytics

Enhanced Efficiency with Seamless Integrations

To further optimize IT service desk operations, PeopleSTM seamlessly integrated with third-party commercial software, including antivirus programmes, enabling real-time alert synchronization and an all-encompassing IT dashboard. This comprehensive visibility helped ABC SME enhance operational efficiency and reduce downtime. 

Results & Impact

After implementing PeopleSTM, ABC SME experienced:

• 50%  faster resolution of IT service requests
• Improved compliance with IT security standards
• Streamlined IT asset and service request management
• Better visibility into IT operations through comprehensive dashboards and reports 

Conclusion

By choosing PeopleSTM, ABC SME successfully transformed its IT service desk operations, enhancing efficiency, reducing costs, and aligning with ISO-27001 standards. With an ITSM platform tailored to their needs, they now have a structured, secure, and scalable IT service management system, positioning them for future growth.

For SMEs looking for a cost-effective and customisable ITSM solution, EvonSys PeopleSTM offers the perfect balance between affordability, compliance, and operational efficiency.