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: www.unizwa.edu.om
About Internet Information Technologies Inc. University of Nizwa in Oman Graduates to ITIL
University of Nizwa (UON) has adopted SMART Suite IT service management
Internet 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 a
professional Helpdesk, Business Service Management (BSM), CRM and Service Request Geography: Sultanate of Oman
tracking system, which is applicable to a wide range of different service organizations and Industry: Education
applications, and can be adapted very quickly, easily and economically to suit the customer's Number of Users: 6000+
systems and business processes. With SMART Suite you adopt out-of-the-box ITIL v2 & v3 Business Need
best 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 based
definition, 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.
Solution
Website: www.iitsw.com
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. 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 Implementation
The evolution of ITIL
ITIL is the most widely accepted approach to IT Service Management in the world. Developed by the Office of Government Commerce (OGC) in the
UK and supported by numerous publications and an international user groups, ITIL is aimed at helping organizations develop a best practices
framework for IT Service Management .
ITIL has evolved rapidly. The first iteration, ITIL v1, Emerged in 1980s upon British Government initiative focused primarily on Infrastructure
Management . ITIL v2, released in 2001, recognized the increasing role of IT as a service provider and shifted the emphasis to IT Service
Management. Introduced in 2007, ITIL v3 addresses the lifecycle of a service, allowing a more thorough treatment of strategic options, roles and
responsibilities, as well as continual improvement.
Microsoft has used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF)