Case study nizwa_university


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Case study nizwa_university

  1. 1. About the University of Nizwa The University of Nizwa is a non-profit academic institution, established in 2004 with a mission to be a beacon (minaret) for knowledge and enlightenment by dissemination of Success Story knowledge through teaching, contributing to knowledge through research and contribution to development through community service. The University maintains strong relationships University of Nizwa with educational & research institutions, and businesses & industries around the world in order to develop programs that are tailored for the acquisition of competencies, needed by the Omani graduates in the workplace. University of Nizwa recognizes the priority of serving students with improved efficiency and adequate proficiency on IT through introducing the use of the smart suite service request management system. Website: Internet Information Technologies Inc. University of Nizwa in Oman Graduates to ITIL University of Nizwa (UON) has adopted SMART Suite IT service managementInternet Information & Technologies (IIT) is the leader in Help Desk, IT Service Management software to underpin its drive for ITIL and ISO 20000 based IT service improvement.& Customer Service Software having its flagship product SMART Suite, which is aprofessional Helpdesk, Business Service Management (BSM), CRM and Service Request Geography: Sultanate of Omantracking system, which is applicable to a wide range of different service organizations and Industry: Educationapplications, and can be adapted very quickly, easily and economically to suit the customers Number of Users: 6000+systems and business processes. With SMART Suite you adopt out-of-the-box ITIL v2 & v3 Business Needbest practices and implement them in just few days, not years. Get a head start in process Launch a new Service Management System to improve the efficiency of IT Services to Students and Faculty Members. The University decided to follow an ITIL baseddefinition, which will Fast-track your ITIL initiatives and Eliminate false incident alarms and tool which lays the foundation for the evolving IT services at the campus.service disruptions, which will enhance customer satisfaction. SolutionWebsite: University of Nizwa chose SMART Suite IT Service Management System to provide the university with a consolidated service process management solution for automating and managing all service management processes in Service Support and Service Delivery.
  2. 2. University of Nizwa in Oman Graduates to ITIL SMART Suite Modules Live in UON: “Having evaluated many products, we have found, Smart Suite Help Desk as, most efficient way to serve and support our students, faculty and staff members • Incident Management in the campus” • Problem Management Abdulmunem Al Kharusi Director, • Service Request Fulfillment Center for Information Systems (CIS) Results • Customer Surveys University of NizwaSultanate of Oman • Knowledge Management "SMART Suite ITSM is totally web-based, With Implementation of SMART Suite IT Service Management Solution, UON • Change Management and has an easy to use incident and service request management, which started seeing, Increased productivity, efficiency and effectiveness, because IT • Release and Patch Management integrated very well with our Active • Configuration Management - CMDB Directory to update contacts services are more reliable and work better for students and faculty members users. • Service Catalog automatically. It also has a robust change Improved user and customer satisfaction with IT and release/patch management with a • Parts & Inventory Management clear audit trail, which is helping us to Enacted Service Desk and Web-self-service that has become driving factor • Service Level Management keep our Configuration Management to work toward continuous improvement Databaseup-to-date. The package compared very favorably with other Gained capability to track and resolve Service Requests, Incidents & Inquires Key Benefits with SMART Suite: solutions financially, for thefeatures and value, we have benefited from." accurately, quickly and effectively with a integrated knowledge base. IT Department has started demonstrating level of maturity in implementing best • Easy to use Workflow without Programming Mahmood Al Hinai Head of Helpdesk, • Easy and SMART User Interface Center for Information Systems (CIS) practices in targeting excellence in IT Service Management and laying foundation for • Easy, No-Cost Upgrades University of Nizwa Sultanate of Oman ISO 20000 Implementation. • ERP Mapping - Integrations & Readiness • Lower Cost of Infrastructure • Simple, Affordable & Scalable • Accelerated ImplementationThe evolution of ITILITIL is the most widely accepted approach to IT Service Management in the world. Developed by the Office of Government Commerce (OGC) in theUK and supported by numerous publications and an international user groups, ITIL is aimed at helping organizations develop a best practicesframework for IT Service Management .ITIL has evolved rapidly. The first iteration, ITIL v1, Emerged in 1980s upon British Government initiative focused primarily on InfrastructureManagement . ITIL v2, released in 2001, recognized the increasing role of IT as a service provider and shifted the emphasis to IT ServiceManagement. Introduced in 2007, ITIL v3 addresses the lifecycle of a service, allowing a more thorough treatment of strategic options, roles andresponsibilities, as well as continual improvement.Microsoft has used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF)