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OMAN ARAB BANK AUTOMATES IT                                                                                        SERVICE...
Key Challenges    Replace the manual Help desk module with automated Help desk software    Need for Unified call logging &...
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Oman arab bank_case_study


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Oman arab bank_case_study

  1. 1. OMAN ARAB BANK AUTOMATES IT SERVICE WITH SMART SUITE ITSM Customer Name : Oman Arab Bank Country : Sultanate of OmanAbout Internet Information Technologies Inc. Industry : BankingInternet Information & Technologies (IIT) is the leader in Help Desk, IT ServiceManagement & Customer Service Software having its flagship product SMARTSuite, which is a professional Helpdesk, Business Service Management (BSM),CRM and Service Request tracking system, which is applicable to a wide rangeof different service organizations and applications, and can be adapted veryquickly, easily and economically to suit the customers systems and businessprocesses. With SMART Suite you adopt out-of-the-box ITIL v2 & v3 bestpractices, ISO 9001 & ISO 20000 Standards and implement them in just fewdays, not years. Get a head start in process definition, which will Fast-track yourITIL initiatives and Eliminate false incident alarms and service disruptions,which will enhance customer satisfaction.To learn about SMART Suite of products please visitwebsite: or email to About Oman Arab BankFor more information about Oman Arab Bank please visit: Oman Arab Bank was established on 1st October 1984, OABs growth and success can largely be attributed to its conservative philosophy. Since its inception, OAB has followed the principles of business conservatism of the Arab Bank Plc, with a particular emphasis on providing the highest level of personalized services to its customers. The distinguishing features of the Bank are its focus to provide personalized customer services of the highest standards, an in-depth Omani market knowledge, broad product skills, and a commitment to excellence. In addition, OAB has a particular specialization in the provision of trade finance such as export and import letter of credit. Within the Sultanate of Oman, OAB has 37 branches/offices. The Bank has also an extensive international reach through nearly 400 branches and associates of Arab Bank Plc spread over 40 countries.
  2. 2. Key Challenges Replace the manual Help desk module with automated Help desk software Need for Unified call logging & resolution mechanism for geographically diversified locations. “SMART Suite ITSM Scored Highest in our Improve accountability and visibility of IT & Business services and support functions. evaluation, since it made ITIL simple to implement in Decrease help desk response and resolution times. Oman Arab Bank.” Improve Customer (End User) satisfaction of all the users who are located in more than 37 remote locations. Hassan AbdulAli Al-LawatiKe y So lu t io n s SMART SUITE ITSM - benefits: Deputy General Manager • Centrally manage all of IT service requests - Information TechnologyOman Arab Bank deployed SMART Suite (IT Head)Service Desk to support IT InfrastructureLibrary® (ITIL®) best-practice • Plan accurate information on system Configuration Oman Arab Bankmethodologies and enable the company Sultanate of Oman • Smoothly Manage Changes in your organizationto deliver increased service deskperformance, manageability & • Increased user and customer satisfaction with IT servicesorganizational alignment. “ SMART Suite Help Desk, • Improved service availability, directly leading to increased business profits offered us the bestAbout SMART Suite • Financial savings from reduced rework, lost time, improved resource multi-lingual solution in management terms of value and richSMART Suite is completely web-basedhelp desk software that helps you to functionality”centrally tracks and manages all yourcommunications from a single point. It Resultsoffers an integrated Incident manage Muhammad Hassanment (Trouble Ticketing), Problem • Reduced incident logging time to seconds — Musleh – Senior Managermanagement, Request fulfillment all in an automated environment Team Leader ofManagement, Asset & Inventory manage • Reduced phone call charges for registering tickets to the IT staff. Operations, Support &ment, Change Management, Relea se • Improved service levels by reporting service problems and immediately Quality AssuranceManagement, Contracts Manage ment,Self-Service Portal, Quality Managem ent notifying the appropriate contact after pinpointing the problem Oman Arab Bankand Knowledge Base through multiple • Determined whether the infrastructure/services is meeting service levelcommunication channels, including email agreements (SLAs) by measuring performance and availability& phone. SMART Suite packs all the against defined objectivesmodules at an affordable price, With • Automated service and request processesSMART Suite the companies can adoptout-of-the-box ITIL v2 & v3 best practices.