SGS Holdings Optimizes Services and Process Automation Performance with ITG and ManageEngine

SGS Holdings was established as a hardware business in 1947. Over the years, it has grown to cater to multiple units covering logging, lumber export, sugar trading, hotel and cinema operations, ice plant production and many more.

As the company continues to expand its operations, the internal IT team working across multiple units began having difficulty in fulfilling requests for different locations while balancing the assigned SLA. New requests came in manually and logging and communication between parties became a big hurdle for the operations.

ITG implemented ManageEngine ServiceDesk Plus in 2018 to streamline their operations to give them the visibility to view all requests in one pane. As they underwent this Digital Transformation journey, they were able to automate ticket dispatching, service requests, and incident monitoring.

In their 3 years of working with ITG, the benefits of more productive and efficient operations have vastly improved. Today, their IT team optimized its SLA management across the units that they are serving. They also reaped the benefits of the tool’s capability being hosted in the cloud, making it easier to maintain and maximize the value of the solution. Despite the pandemic situation in the Philippines forcing them to have a remote setup, they are able to operate, foresee issues, and resolve them for their customers.

With its expertise, ITG was able to identify and provide the right solution that complements SGS Holdings’ goals and their vision. Their desire to improve lives across key stakeholders has pushed them to have the desire to address their clients’ needs in a faster and more efficient manner. Since then, their clients have found it easier to log incidents through the tool rather than to manually request and contact the team for any concerns. The clients, too, have embraced the benefits of SGS’s automation.


ITG aims to seamlessly assist businesses in discovering their Digital Transformation roadmap. Schedule an eMeeting with our technology experts to jumpstart your journey: