From Tool Limitations to Smart ITSM: Newcleo’s Rapid Service Transformation

Challenges

• Tool Limitations: Existing ITSM platform lacked essential capabilities.
• Slow Resolutions: Limited functionality led to longer issue turnaround times.
• No Asset Repository: Hardware and software data wasn’t centrally managed or accessible.

Solution Delivered

• Automated Fulfilment: Implemented request workflows to speed up resolution times.
• User-Friendly Access: Deployed ESC Portal and mobile app for an improved end-user experience.
• Asset Data Centralization: Integrated Intune, JAMF, and MS Defender for unified asset visibility.

Benefits & Outcomes

• Increased Self-Service Adoption: More users resolved requests independently via the portal and mobile app.
• Improved CSAT: Enhanced user experience and faster fulfilment boosted satisfaction.
• Centralized CMDB: Unified hardware and software asset visibility improved control and accuracy.