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.

1. OMAN ARAB BANK AUTOMATES IT
SERVICE WITH SMART SUITE ITSM
Customer Name : Oman Arab Bank
Country : Sultanate of Oman
About Internet Information Technologies Inc. Industry : Banking
Internet Information & Technologies (IIT) is the leader in Help Desk, IT Service
Management & Customer Service Software having its flagship product SMART
Suite, which is a professional Helpdesk, Business Service Management (BSM),
CRM and Service Request tracking system, which is applicable to a wide range
of different service organizations and applications, and can be adapted very
quickly, easily and economically to suit the customer's systems and business
processes. With SMART Suite you adopt out-of-the-box ITIL v2 & v3 best
practices, ISO 9001 & ISO 20000 Standards and implement them in just few
days, not years. Get a head start in process definition, which will Fast-track your
ITIL initiatives and Eliminate false incident alarms and service disruptions,
which will enhance customer satisfaction.
To learn about SMART Suite of products please visit
website: www.iitsw.com or email to info@iitsw.com About Oman Arab Bank
For more information about Oman Arab Bank please visit:
http://www.oman-arabbank.com/oab/default.htm Oman Arab Bank was established on 1st October 1984, OAB's 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. 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-Lawati
Ke y So lu t io n s SMART SUITE ITSM - benefits: Deputy General Manager
• Centrally manage all of IT service requests - Information Technology
Oman Arab Bank deployed SMART Suite
(IT Head)
Service Desk to support IT Infrastructure
Library® (ITIL®) best-practice • Plan accurate information on system Configuration Oman Arab Bank
methodologies and enable the company Sultanate of Oman
• Smoothly Manage Changes in your organization
to deliver increased service desk
performance, manageability & • Increased user and customer satisfaction with IT services
organizational alignment. “ SMART Suite Help Desk,
• Improved service availability, directly leading to increased business profits offered us the best
About SMART Suite
• Financial savings from reduced rework, lost time, improved resource multi-lingual solution in
management terms of value and rich
SMART Suite is completely web-based
help desk software that helps you to functionality”
centrally tracks and manages all your
communications from a single point. It Results
offers an integrated Incident manage
Muhammad Hassan
ment (Trouble Ticketing), Problem • Reduced incident logging time to seconds —
Musleh – Senior Manager
management, Request fulfillment all in an automated environment
Team Leader of
Management, 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 Assurance
Management, Contracts Manage ment,
Self-Service Portal, Quality Managem ent notifying the appropriate contact after pinpointing the problem Oman Arab Bank
and Knowledge Base through multiple • Determined whether the infrastructure/services is meeting service level
communication channels, including email agreements (SLAs) by measuring performance and availability
& phone. SMART Suite packs all the against defined objectives
modules at an affordable price, With
• Automated service and request processes
SMART Suite the companies can adopt
out-of-the-box ITIL v2 & v3 best practices.