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
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