When technology doesn’t work as expected it throws a major wrench into the workday. Appointments are backed up; communication is disrupted and work grinds to a halt. In a major step forward, CMC’s IT team is now using ManageEngine to more effectively handle help desk requests.

ManageEngine was implemented in May 2024. It is a suite of services dedicated to enhancing networks, data security, user support and desktop and mobile hardware. The major benefit of this software is the ability to track, report, analyze and delegate tasks in real-time improving the resolution time of support requests.

“Our goal was to make it as simple as possible for the end user while offering the most complete service,” said Paul Mackay, CMC’s chief information officer. “Our new system lets us triage requests allowing the team member with the most expertise to immediately assist on the problem.”

The triage system is based on a service level agreement known as P-levels. Standing for priority, P1 is an all-hands-on-deck issue, such as the website is down, or our internal programmatic software systems are offline. A P1 request has technicians repairing the problem in less than 15 minutes. P2 – P4 are all based on the importance of the systems or programs impacted. Turnaround time for these requests is anywhere from 1 hour to 3 days, with a resolution success rate of 85%.

Another benefit of the new ManageEngine platform is the tracking and analytics available to the IT team. CMC’s previous system had poor reporting statistics and all requests were funneled into one large pool. Technicians had to individually evaluate each request and assign it manually.

This is your homepage for incidents, requests and solutions.

“Our old system was so antiquated, and it was a nightmare to pull data for reporting. ManageEngine allows us to keep real-time data and track trends in our requests,” Mackay said. “Now we can immediately identify an issue that might impact all users, address it quickly and move on to bigger projects. The days of minor issues bogging down our team are over.”

CMC’s support service team consists of Vicky Arnold, service delivery manager, and Systems Administrators Joyletta (Joy) White and Robert Blecha. Kevin Terry, director of information technology, oversees delivery of solutions and data analytics reporting to the SLT.

Implementing the system took two years to develop but was rolled out in only two months. Back-end planning and team coordination were key to this successful rollout. So far the results have been superb. Over the past month, ITs new system has a 93.75 percent average rating from users.

“There’s something reassuring about getting a ticket number ― like at the deli counter, it’s the easiest way to get a half pound of provolone,” said Jon Curtis, marketing manager. “I’ve used the new system and the process for adding screenshots, notes and providing clarifications is very user-friendly.”

Do you have an IT request? CMC employees can submit an IT ticket in one of two ways.

  • Send an email reporting the issue to Support@CMCenergy.com. You will receive a response and email updates staying in the loop the entire time.
  • You may also sign onto their CMC com and access “Service Desk Plus (Cloud).” Here you will be asked to sign into your Zoho account and/or link the two. Once completed, you will have access to all tracking for your request, a self-service tab and an easy way to report new issues. The interface was created to be extremely user-friendly and to settle IT support requests quickly.

Going forward, even more functionalities will be available for CMC. Inventory management will be available, which shows what type of computer you are using (Mac vs PC), what software packages each computer has and what version of operating system (OS) you are running. There will also be enhanced security features available for updated compliance with utility programs and management systems.

If you have any questions, feedback or improvement tips for IT, please contact Vicki Arnold. CMC’s IT team is here to help you, and with the new system in place, they can help you better than ever before.

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