A
PUBLICATION
Providing Unparalleled Technology Intelligence
ISSUE 40 // www.intelligentcio.com
Safe and
secure
Talking data
management
with Veeam
The upskill
imperative
Empowering local
workers in the Middle
East with Concentra
AI
chatbots
Improving your
ITSM delivery with
AI chatbots
Driving performance
Dubai Silicon Oasis Authority has implemented a powerful ITSM
platform from ServiceNow. The platform has not only boosted
functionality and efficiency, it has reduced time for issue resolution,
and increased accountability and transparency.
Intelligent
ITSM Partner
Intelligent
Phishing Partner
Intelligent Business
Solutions Partner
Global ICIO
Knowledge Partner
Intelligent
Partner
Intelligent
Manufacturing
Partner
Intelligent Data
Security Partner
Global Innovation
Partner
Intelligent Data
Management
Partner
Intelligent
Partner
EDITOR’S NOTE
W
elcome to the latest edition of
Intelligent CIO magazine for the
Middle East. This issue we take
a close look at how the Dubai Silicon Oasis
Authority has implemented a powerful ITSM
platform from ServiceNow.
Starting on page 58 you can hear how the
platform has not only boosted functionality
and efficiency, it has also provided higher
levels of automation and mobility.
Replacing an inefficient legacy system, the
platform has reduced time for issue resolution,
increased accountability and transparency,
and introduced real-time, accurate reporting
and dashboard capabilities.
Hamed AlAwadhi, Vice President – ICT,
DSOA, told Intelligent CIO that the
organisation’s existing ITSM platform
required an update to boost performance.
“Core to our organisation’s mission and
vision is the need for adoption of industry
leading business processes, increasing
efficiencies, and fostering greater employee
happiness,” he said.
“As we looked to align our technology with
our business growth strategy, we realised
that we needed to start by providing higher
levels of automation and mobility within our
IT service delivery.”
We also hear from Craig Whytock, Solutions
Consultant, Axios Systems, about the role
www.intelligentcio.com
AI chatbots have to play in the efficiency
of ITSM, with Axios Systems introducing
AI chatbot integration capabilities into its
next release.
He talks us through the benefits provided by
chatbots especially when it comes to metrics.
These include increased accuracy, the
ability to review the quality of the responses
for each and every question asked to the
chatbot, and an increase in the number of
contacts the service desk can handle without
human intervention.
As Whytock tells us: “In terms of your use
cases for chatbots – the sky’s the limit,
especially if you involve your DevOps team.”
We also discuss the devastating impact
outages can have on the reputation of a
business, their customers and staff morale.
Interestingly, he tells us that the impact on
business reputation after a breach may not
be immediately apparent but over time it
becomes all too obvious.
“At the end of every phone there is a
human being, who has got an opinion and
feelings and too often in the data world we
tend to think we operate with applications
but at the end of everything is a human
being,” he says.
Find out more by turning to page 51. “We tend to forget that but it’s very
important in terms of brand reputation and
keeping that consistent.”
On page 36 we feature an exclusive
interview with Claude Schuck, Regional
Manager for the Middle East at Veeam. We have, as ever, all the regular features and
new. If you would like to contact me send an
email to [email protected]
In a wide ranging interview, we talk about
how the company helps enterprises protect
their data and cope in the event of a disaster. For the time being, enjoy the read!
He tells us how the company has defined five
stages of data management with the last
stage being automation.
He says that at the moment this last stage is
something for the future, but tells us that the
company currently has a methodology that
will keep customers 100% safe and secure
every single time.
Mark Bowen
Editor
INTELLIGENTCIO
35