Oman Arab Bank automated its IT service desk with SMART Suite ITSM software to replace its manual help desk system. SMART Suite allows Oman Arab Bank to centrally track and manage all communications from a single point. Using SMART Suite has reduced incident logging times, improved service levels by automatically notifying contacts of problems, and helped determine if infrastructure is meeting service level agreements. Oman Arab Bank officials praised SMART Suite for offering a cost-effective solution to implement ITIL best practices across the bank's 37 locations.