INTELLIGENT GOVERNMENT
Dubai Courts primary goal was to
underpin their service delivery strategy
with an enterprise ITSM solution that
would allow IT to align with the needs
of the organisation whilst increasing
user satisfaction, IT team effectiveness
and quality of delivery. With the IT
department responsible for leading
business change, it was essential that
the chosen solution would serve the
organizational needs professionally and
effectively, while helping to expand
consistent services and user experience
across the enterprise.
The Benefits
Since rolling out assyst, the benefits Dubai Courts has achieved include:
Having reviewed a number of solutions,
including BMC Remedy and LANDesk,
Dubai Courts chose assyst from Axios
Systems.
Abdulrahim Almudhareb, IT
Department Director in Dubai Courts,
comments:
“We selected assyst because it was the
best fit for our needs going forward.
assyst is an enterprise fit solution,
certified for all 15 ITIL processes
and has outstanding reporting and
dashboard facilities to enable us to
provide accurate, instant, dynamic
and professional feedback to the
organization. However, it was not
only the product itself that impressed
us. We were influenced by the
positive references from existing
Axios customers and the high level of
regional support and service that Axios
are able to provide as a principle.”
Creating excellent user
adoption
assyst has been rolled out to manage
Incident, Problem and Change
Management processes as well as
implemented for CMDB, Service
Catalog for self-service and mobile.
Integrations with AD, Oracle and SCCM
are also in place.
www.intelligentcio.com
In rolling out the Service Catalog
across the business, Dubai Courts
started by choosing champions from
each department and trained them
on using the Catalog. They were then
able to pass this training on to their
own end users. To supplement the
training and as part of the strategy
to ensure uptake, an awareness
session was conducted for end users.
This involved an assyst showcase to
the users, highlighting the benefits
of using the self-service portal. This
was run by the Dubai Courts IT team
and educated users on how they can
benefit from tracking their request,
and showing how that request follows
the right process of approval and
assignment to ensure efficiencies in
resolution.
Users are now successfully using the
self-service portal. The actionable and
easy-to-use service request catalog
describes the products and services
they are entitled to order or request
from IT. In addition, they can quickly
browse or search for available services
in the catalog, submit a request, and
monitor delivery status — making it
as easy as possible for employees to
find and order IT services.
The rollout of assyst is a three
year project, which will cover all
departments. It has currently been
fully implemented within IT, with
adoption by HR currently under review.
The IT team are working with each
department to ensure they provide
the same user experience that has
been successfully deployed in IT, whilst
meeting their specific departmental
expectations regarding service
management and automation.
The Future
Thanks to the power of both
management capabilities and
reporting analytics Dubai Courts
now intend to roll assyst out to the
Dubai courts management team to
allow them to leverage the use of the
solution for decision making, including
the oversight of critical projects. In
addition, the vision of Dubai Courts,
underpinned by assyst, is to roll out and
cover all organizational units within
the courts structure, enabling true
Enterprise Service Management.
INTELLIGENTCIO
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