Intelligent CIO Middle East Issue 24 | Page 29

CASE STUDY “A new platform was required for Dubai Police’s ‘smart services’ strategy moving forward.” “Dubai Police is a progressive organisation that strives to enhance our operations to better serve our citizens.” the system is flexible enough to adapt to changing needs without calling in consultants and developers. With assyst, organisations can focus on managing IT services, rather than managing their ITSM solution. The idea of the software is that everything comes under one roof. It is one application, built by one vendor encompassing service management, asset management, self-service, service catalogue, collaboration and IT governance. One application means no complex integration of modules and no complex licensing. Instead there are easy to manage web, mobile and collaboration tools that help business and IT people work together. www.intelligentcio.com Brigadier Khalid Nasser Alrazooqi, General Director of Artificial Intelligence, Dubai Police Glyn Yates, regional director for Axios Systems for the Middle East, said: “Dubai Police previously used a tool from CA. However, the limitations of the tool meant it was used as a ticketing system, rather than delivering service management and a new platform was required for Dubai Police’s ‘smart services’ strategy moving forward. Since implementing assyst from Axios, Dubai Police have been able to further enable smart services while being supported by the underpinning assyst platform.” Future integrations are planned using the capabilities of the assyst platform to provide more interoperability between Axios’s technologies and the increasing number and value of services and e-services it offers. Axios assyst integrates with all other technologies for streamlined operations and automation. Via API, web services and bridges assyst offers bi-directional awareness, response, delivery and empowerment and improves interoperability. Some of the applications currently integrated are DP monitoring tools for automated awareness and services availability. This minimises service disruption and consequently improves service guarantees. Integration into the Dubai Police smart app has also been a key feature. The platform offers the customer a self-service capability and knowledge base which empowers them with easy and powerful knowledge at their fingertips, while all the time providing point-in-time status and progress of any service request. Other systems integration would include Active Directory and SCCM, a fully integrated email and SMS messaging system, a GRP system, the CTI telephony system, as well as other vendor technologies such as Riverbed and other monitoring tools. Internal service, process and workflow management is now much easier without the need for heavy dependency on programming skills, with assyst’s ‘drop and drag’ service designer, which optimises resources towards service delivery rather than service maintenance. There has been an increase in customer adoption, greater first-time resolution and improved SLA performance, all leading to a measurable increase in customer satisfaction. Glyn Yates said: “The system in its most basic form is a ITSM platform. It allows services to be delivered to external and internal customers following best practices. It provides the INTELLIGENTCIO 29