CASE STUDY
“Our existing ITSM platform required
an update towards aligning with the
latest technologies in this area to boost
functionality and efficiency,” said Hamed
AlAwadhi, Vice President – ICT, DSOA.
“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. So, 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.”
Comprehensive and flexible
service platform
After an exhaustive review of their
options, which included benchmarking
ITSM solutions at other semi-government
organisations in the UAE, AlAwadhi and his
team settled on ServiceNow. Working with
Fujitsu, one of ServiceNow’s key partners
in the Middle East, the DSOA ICT team
deployed just about every module within the
ITSM platform. Key modules included:
• Incident Management
• Problem Management
• Change Management and Release
Management
• Asset and Cost Management
• Request Management
• Configuration Management (CMDB)
www.intelligentcio.com
ARGUABLY THE BIGGEST BENEFIT HAS
BEEN A SIGNIFICANT REDUCTION IN
TOTAL TRANSACTION COST.
• Knowledge Management
• Reports and Dashboards
• Service Level Agreements
Platform flexibility
Explaining why DSOA selected ServiceNow,
AlAwadhi said: “One of the key factors that
set ServiceNow apart from the competition is
flexibility of the platform. With ServiceNow,
we can easily configure modules to ensure
that the workflows, controls, SLAs, and KPIs
are tailor-made for our business needs.
“In fact, I would say that 90% of the
functionality was designed by our in-house
team. At the same time, tomorrow, if those
needs change, reconfiguration is just as
easy. An added advantage is that all this
customisation is done on a development
layer above the core, so making these
changes does not affect our upgrade cycle.”
Reducing time to resolution with ServiceNow
providing the critical interface between
DSOA’s IT team and all internal users,
arguably the biggest benefit has been a
significant reduction in total transaction cost.
“Prior to ServiceNow, when a ticket was raised
for any issue, be it a request for a new laptop
or inquiry regarding disruption of an IT
service, it would always get routed to certain
pre-defined IT stakeholders,” said AlAwadhi.
“The stakeholder would then need to assess
the request before deciding whether it was
something that was actually within his/ her
remit or if it needed to be routed to another
employee. Similarly, all follow-ups were either
managed via email, over the telephone, or
in person. As such the process was extremely
inefficient, lengthy, and could potentially
impact organisation performance.
“With ServiceNow, prior to even raising a
ticket, the user can first refer to the most
up-to-date and relevant content in the
Knowledge Management module to get
answers to the query. If he/she still feels
the need to raise a ticket, depending on
the nature of the request, it immediately
gets routed to the right stakeholder for the
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