National Biomedical Research Institutes
An outdated help desk and fragmented support processes were slowing service delivery and frustrating users across the organization.
DAWNE modernized service operations on ITIL v4, implementing and integrating Zendesk and ServiceNow with automation and process optimization.
User satisfaction rose from 52% to 91% and ticket resolution time dropped from 5 days to 18 hours, with a smooth transition and no service disruption.