SMART Suite ITIL Help Desk for Government & Public SectorCase Study Success StoryCountry / RegionOman / Middle East . Business Situation Goal 1 Need to establish an Automated IT ServiceIndustry Civil Service Employees Pension Fund (CSEPF)Government. Management System : IT Management needed improvement in following CSEPFs previous Help Desk system was excel driven and was to beCustomer Profile IT Service Management Areas : replaced. They were looking for a Help Desk system that can supportCivil Service Employees • Need to enhance employee service response implementation of ITIL V3 industry best practices and help resolve thePension Fund (CSEPF) is a time for its IT Help Desk. other problems faced by IT. The additional requirement for CSEPF wasgovernmental organization • Improve accountability and visibility of IT Service the need for system to be totally multi-lingual application in English &that provides Retirement and Support. non Latin languages like Arabic as well, so that the new system can getPension Fund for Civil easily adapted with the growing national workforce. • Improve Quality of IT Service by reducing repeatServants in Oman. Goal 2 Incidents using a pro-active approach. • Develop Knowledge base based upon problem Centralized view to manage work : solving experience. CESEP was not having good visibility for all of the kinds of work coming related to helpdesk. Each support staff used to receive incidents and • Protect Services while making changes - tracks work separately, which made it nearly impossible to tell exactly, minimize the business risk. what work is going on in the IT Department by looking in any one single • Align support staff performance with customer database. satisfaction goals. Goal 3 Project Goals Reduce service downtime The primary business problems that CSEPF was Because CSEPF have not yet implemented a formal change management process, there was no visibility for changes in the hoping to address with implementation of IT environment, which in turn made the problem Troubleshooting difficult. Service Management Solution included : This had increased downtime frequency and duration for incident management.
Case Study Success Story“Being ITIL aligned,SMART Suite has enabledus to track a full incident,service request, problemand asset Lifecycles, aswell as deliver asignificantly more effectivechange management Goal 4service. It has provided us Manage IT Assets including configuration Software & Services :with an ideal platform for and inventory management - Operating System: Windows 2003 Server R2standardization to meet our - IIS 6.0 CSEPF’s hardware and software environments became complex everyfuture ISO 20000 year after year. They needed to document the inter-dependenciesobligations.” between hardware, software’s in order to do a more effective job Technologies : managing new changes in the environment. They also needed a tool to - Active Directory track user desktop configurations. - .Net 3.0Feedback as received from, - AJAXCivil Service Employees Solution Using SMART Suite IT Service Management, CSEPF startedPension Fund Hardware : implementation of ITIL V3 Framework best practices for improving IT- Oman - Dual Core Intel® Xeon® X5260, 3.33GHz operations and quality of service delivery. ITIL® which is accepted and - 4GB Memory, 667MHz implemented in Europe, USA is the only consistent and comprehensive documentation of best practices for IT Service Management, used by“Only after few days of use, thousands of private & governmental organizations worldwide. Database :SMART Suite ITSM is - SQL Server 2005 Sp2proving to be one of the The IT management of CSEPF believed the introduction of an ITILmost easy to use and based Help Desk system will enhance quality of IT services, Improve IT More Information : organizational efficiency and reduced cost by leveraging efficiencies toefficient solutions, I have For more information of SMART Suite IT Service improve productivity of IT staff & infrastructure resources.ever experienced, working Management, Customer Support Help Deskin IT Support Services.” Products please visit www.iitsw.com or email to Benefits Realization upon implementation email@example.com SMART Suite ITSM • Self Service eliminated redundant work.Project Manager • Knowledge Base is helping us to learn from previous experience.CSEPF • Improved Service Desk Staff resource utilization resulting in Cost Savings. • Improved Reliability & Availability of mission critical IT dependent business services. • Enhanced Alignment of IT services to business requirements by using ITIL best practices. • Enhanced business perception of IT, improved QOS (Quality Of Service) and professional approach. • Reduced adverse impact of IT Infrastructure changes on the quality of services and Service Level Agreements (SLAs).