Intelligent CIO Middle East Issue 82 - Page 62

CASE STUDY

MANY OF THE ENTITIES IN ITTIHAD ARE ACQUIRED ENTITIES . THE LACK OF AN EFFICIENT INTEGRATED SYSTEM MEANT WE HAD TO DEAL WITH LEGACY SOLUTIONS . THIS PROVED TO BE A MAJOR HURDLE FOR MANAGEMENT AS IT DID NOT HAVE VISIBILITY OF BUSINESS DATA ON A SINGLE PANE .

programme , which limited the set of activities and engagements within the business . By using ManageEngine ’ s change management module , Ittihad ’ s centralised IT department was able to implement a workflow to create , update , approve , and analyse every change request . This proved to be effective , especially in our industrial and healthcare verticals where there were many change requests to integrate operational technologies with IT systems and functional applications within the scope of a sub-project . This triggered business unit heads to get involved in projects and complete them with the allocated resources within a given timeline .
With the implementation on ManageEngine ’ s ServiceDesk Plus and DesktopCentral what has improved within the IT organisation and how has that impacted your overall business operations ?
Prior to using ManageEngine ServiceDesk Plus and Endpoint Central , many IT processes were done manually that were highly time-consuming and didn ’ t have a reliable source . Each IT team member was using different tools and sheets to track their work , resulting in a situation where IT management depended on information shared by an individual IT engineer . This created a considerable delay in making accurate data available and accessible in reports , which then prevented us from making effective IT operational decisions .
All reports are now available on a single pane of glass and , as needed , extended to analytics platforms to be used by relevant IT staff and management for quick and effective decision-making .
What technology initiatives are you focusing on for the rest of 2022 and what does the future hold for Ittihad International Investment now that the company has implemented ManageEngine ’ s ServiceDesk Plus and DesktopCentral ?
We plan to enhance the user experience by offering improved IT services as well as promoting collaboration among teams , channels , and groups through selfservice platforms . ManageEngine provides an outof-the-box , AI-enabled bot called Zia , which is saving our service desk teams a lot of time . Users are also using Zia to solve many IT issues themselves without involving IT support . p
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