Overcoming Compliance Challenges in ServiceDesk Plus Cloud

At Set3 Solutions, we frequently assist clients with compliance and security documentation requests, ensuring they can meet audit and regulatory requirements effectively. When a critical compliance report was required in ServiceDesk Plus Cloud, one of our clients faced serious audit risks. With deadlines looming, they turned to Set3 Solutions, the award-winning UK technology partner of ManageEngine, for urgent assistance. Here’s how we resolved the issue and ensured their compliance.

The Challenge: Accessing Compliance Reports in ServiceDesk Plus Cloud

The client was unsure how to access and generate the necessary compliance reports within ServiceDesk Plus Cloud. Despite reviewing documentation, they could not determine where to locate the correct reports or how to download them. The lack of clear guidance delayed their ability to map the controls within the report to their own compliance framework, putting their audit timeline at risk.

Repeated attempts to resolve the issue had not yielded results. The responses from support teams reiterated general instructions, but they did not provide the specific guidance needed to access the required reports.

Given the time-sensitive nature of audit cycles, the client was at risk of being non-compliant. Their external auditors required access to the report. Without this document, the system risked being flagged as uncertified, with potential consequences for their overall audit outcome, including penalties, lost certifications, or delayed audits.

Escalating and Clarifying Requirements for Compliance Reporting in ServiceDesk Plus

1. Understanding the Full Scope of the Request

We worked closely with the client’s IT compliance team to clarify the exact requirements:

• The latest compliance report covering all of 2024.
• Temporary access to the 2022–2023 compliance report for preliminary mapping exercises.
• Clear instructions for the client on how to access future compliance documents without escalation.

2. Raising the Issue with ServiceDesk Plus Cloud Support and Compliance Teams

After reviewing previous responses from ServiceDesk Plus Cloud’s support team, we identified that even with their standard guidance the customer was not able to generate the required report. We therefore escalated the request, outlining:

• The urgency of the request due to the client’s audit deadline.
• The potential impact on the client’s compliance status.
• The need to verify that the compliance documentation was accessible in the UK data centre.

3. Leveraging Our Exclusive Industry Contacts

As a trusted technology partner of ManageEngine, we were able to use our exclusive internal contacts to escalate and resolve the issue efficiently. Our direct access to key personnel within ManageEngine allowed us to bypass standard support and obtain a clear resolution path. This ability to escalate critical issues is a key advantage of working with Set3 Solutions, ensuring our clients receive timely and effective resolutions for their compliance needs.

4. Ensuring Timely Resolution and Documentation

Our team remained actively engaged with ServiceDesk Plus Cloud’s escalation teams, following up to ensure:

• The client was provided with temporary access to the 2022–2023 compliance report.
• A confirmed release date for the 2024 compliance report.
• The client received step-by-step guidance on how to access future compliance reports.
• Confirmation on whether compliance documentation was accessible in the UK data centre.

Additionally, we confirmed that other compliance reports are available for generation, including:

• ISO/IEC 27001
• ISO/IEC 27017
• ISO/IEC 27018
• SOC 2
• ISO 9001:2015
• ISO/IEC 27701:2019
• SOC 2 + HIPAA
• SOC 1 (SSAE 18 & ISAE 3402 – TYPE 2)
• Web Content Accessibility Guidelines (WCAG)
• ISO 22301 – BCMS
• GoBD

Find out more about the latest ServiceDesk Plus cloud features here.

Outcome: A Resolution in Time for Audit Review

After our intervention, ServiceDesk Plus Cloud acknowledged the issue and provided the required documents within the necessary timeframe. The client successfully presented the compliance report to their auditors, maintaining their compliance status.

Furthermore, the client now has a clear process in place to retrieve compliance reports in the future, avoiding similar delays.

The professionalism and clarity demonstrated by the Set3 Solutions team left the client satisfied and confident in managing similar issues independently in the future. Find out about our support policy here.

Key Takeaways for Businesses

Escalate Early When Necessary
If standard support channels fail to resolve an issue, escalating the request and clearly stating business impact can lead to a faster resolution.

Maintain Internal Documentation
Ensuring internal teams have a documented process for retrieving compliance reports prevents last-minute escalations and audit delays.

Contact Security and Compliance Teams Directly
When dealing with compliance documentation, reaching out to the right internal contacts—such as security or compliance teams—can expedite resolution compared to general support channels.

Leverage Trusted Partnerships
Working with a trusted partner with direct access to key vendor personnel can significantly reduce resolution times for complex issues.

Conclusion

Whilst ManageEngine does provide contracted support, at Set3 Solutions, we are committed to providing tailored assistance to help clients maximise the potential of tools like ServiceDesk Plus Cloud. Find out more about our services here. Are you struggling with compliance reports in ServiceDesk Plus cloud, or a similar challenge? Our team is ready to assist. Contact your local UK partner today.