From regional ticketing tools to one global service desk
A logistics group operating on several continents moved IT, facilities and shared-services requests from email, spreadsheets and legacy tools into one Mint Service Desk environment.
Every region handled support its own way
Requests arrived through email, spreadsheets and legacy ticketing systems. Each region worked independently, and the existing setup could not keep pace with expansion and acquisitions.
Inconsistent processes
The same request could be handled differently depending on the region and the tool it arrived through.
No consolidated view
Leadership had no shared reporting across regions and departments, and little insight into service performance.
Slow response to critical issues
Manual triage and unclear ownership delayed problems such as warehouse system outages or shipment-tracking disruptions.
One service desk for IT, facilities and shared services
The company chose Mint Service Desk for its flexibility, scalability and alignment with ITIL practices, and configured it around the way its regions operate.
Incident, problem and change management
Every region now follows the same workflows for incidents, problems and changes, instead of its own local process.
Routing by service category and geography
Tickets are assigned to the right team automatically, based on what the request is about and where it comes from.
Self-service portal
Employees and regional hubs submit and follow their requests in one place, with automated status updates.
Answers to recurring questions reduce repetitive requests.
KPIs and service levels for leadership, across all regions.
Connected to the company’s monitoring tools and ERP systems.
Deployment was phased across regions to limit disruption to operations, with training sessions for service teams and business users.
What the rollout covers
One service management environment, set up for three service areas and rolled out across the company’s regions.
Three service areas, one environment
IT, facilities and shared-services requests are handled in one Mint Service Desk environment.
Consistent processes across regions
Incident, problem and change management follow the same workflows in every region.
One view for leadership
Dashboards, KPIs and SLA monitoring cover all regions and departments.
Room for new regions and units
The environment is designed to support future growth, new regions and business units.
One on-premises service desk for many schools
Oakford Technology supports UK schools with very different IT setups. Mint Service Desk On-Premises brings all their requests into one place, with clear service levels.
Several helpdesks merged into one portal
Palletline’s earlier helpdesks ran on outdated platforms with little vendor support. Tickets, assets and the knowledge base now sit in one Mint Service Desk portal.
See how Mint Service Desk would work in your organisation.
Talk to a product specialist about your regions, your current tools and the deployment model you need.
