International Medical Center (IMC)
International Medical Center (IMC) is a multidisciplinary hospital committed to delivering a service like no other. IMC aims to build a distinctive culture in healthcare, rooted in strong values and a patient centred approach that can be passed to future generations.
Project snapshot
Primary goal
Create a complete, visual view of help desk operations to improve planning, performance, and reporting without manual exports.
The challenge
IMC needed a comprehensive view of help desk activities to streamline support operations, forecast incoming requests, and plan for contingencies. Reporting was time consuming because the team had to export data from ServiceDesk Plus manually and build custom reports to meet internal needs.
While ServiceDesk Plus covered basic reporting, IMC wanted richer visual analytics to track requests end to end and monitor SLA performance, average resolution time, and request backlogs.
We’ve designed dashboards for engineers to show how many service requests are coming in, how many are being addressed, how many are closed, and how many are expected to violate SLA.
Why Analytics Plus
IMC required automated dashboards and advanced analytics to turn help desk data into actionable insights for engineers and leadership.
Visual end to end reporting
Track tickets from creation to closure with clear operational visibility.
SLA and resolution insights
Monitor SLA risk, average resolution time, and backlog trends in one view.
Team specific dashboards
Custom dashboards for internal teams and external stakeholders with minimal effort.
Solution implemented
IMC adopted ManageEngine Analytics Plus to automatically generate reports and build tailored dashboards for multiple teams. Managers could quickly create views for service management, the service desk, and external clients, enabling faster decisions without manual data exports.
Dashboards provide real time insight into incoming requests, work in progress, closures, and tickets at risk of SLA breach. This improved transparency also encouraged healthy competition among service desk engineers to improve performance.
- Automated report generation for ServiceDesk Plus
- Dashboards for engineers, managers, and stakeholders
- Tracking SLA, resolution time, and backlog trends
- Visibility across incidents, problems, changes, and projects
Results
Analytics Plus delivered a complete operational view and made reporting self service for leadership and teams.
Self service reporting
Teams can access dashboards directly without requesting manual reports.
Better forecasting
Clear trends support planning for request volume and contingencies.
SLA control
Early visibility into tickets likely to violate SLA.
Stronger visibility
End to end ticket tracking with backlog and performance insights.
Client feedback
They don’t need to ask “Can you generate us a report?” anymore. They can now click a button to view reports, including asset management and an overview of incidents, problems, changes, and projects.
