Intelligent CIO Middle East Issue 40 - Page 59

CASE STUDY E stablished in 2005, Dubai Silicon Oasis Authority (DSOA) is a free zone 100% owned by the government of Dubai. With a mission to facilitate and promote modern technology-based industries, DSOA supports the region’s demand for business expansion by providing a full package of incentives and benefits to companies operating within the free zone. Dubai Silicon Oasis (DSO) is a technology park that provides an integrated living and working community. It has been designed as a hi-tech ecosystem, offering businesses a plethora of advantages including state-of-the-art infrastructure, in-house business services and strong business support such as technology investment incentives for large enterprises, entrepreneurial support, an incubation centre and venture capital funding. WE REALISED THAT WE NEEDED TO START BY PROVIDING HIGHER LEVELS OF AUTOMATION AND MOBILITY WITHIN OUR IT SERVICE DELIVERY. The DSOA IT team is committed to delivering the same technology and level of IT service experience to their internal users as they deliver to their external customers. The team covers the whole IT spectrum, from ensuring new business applications and security patches are made available, to ensuring servers are working. This scope of work requires a powerful IT service management (ITSM) platform, however as the business grew and matured, their legacy ITSM solution was incapable of keeping up. INTELLIGENTCIO 59