CASE STUDY
Also vendor support is extremely important
in terms of utilising the tools in the right
way. Elitser and ManageEngine are both
very approachable and quick to support our
needs, so that was another key reason to
choose this product.
How long did it take to implement
the solution?
It took less than two months to kick start
the application usage. We started with the
ServiceDesk Plus Service Request module and
eventually built service levels. After six months,
we implemented change management
workflow with approvals. Then we extended
our scope to include asset management and
project management as well.
• We are now able to measure the
service level for our users and deliver
services on time
• Instead of tracking entire conversations
in email, they are recorded in the tool,
which retrieves older records seamlessly
• The tool is less prone to errors and delivers
more accurate management reports
• We have an automated recon process in
terms of assets
• We can capture improvements observed in
the procurement process as warranty detail
• We have better control on end of life
(EOL) for products
• We introduced an RFID asset
tagging process
• Our business knows what to expect from
IT and when it will be delivered
Has the system given you
increased visibility into your
operations? If so, how?
When it comes to operations, our network
team is a happy OpManager customer.
Capacity and availability reports are crucial
when it comes to service delivery and to
meeting new demands. For about 250
network devices, we use OpManager for
end-to-end management. Especially for
a small environment like us, we need a
simple solution without impacting the total
cost of ownership on a long run. There
are bigger and better products available,
but organisations need perspective and
analytical thinking when deciding which
products suit them.
When it comes to SDP, we use it as a one-
stop solution for end-to-end tracking of HR,
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IT and procurement tasks with the ability
to drill down into SLAs and approvals. At
any point in time, we know who, what
and how we serve, which is all crucial for
establishing our baseline and for enabling
further improvements.
Why did you choose to work with
the provider?
Spending close to 10 years in this region,
we already know the IT management
market space, ManageEngine and its
referenceable customers. I was working as
a service delivery manager for the biggest
bank in this region prior to joining UAB,
and ManageEngine software was the
service management tool in that bank as
well. So when I came to know my UAB
colleagues were in process of evaluating the
ManageEngine solution, I vouched for it.
ABOUT UNITED ARAB BANK
Based in Sharjah and operating 11
branches throughout the UAE, UAB offers
its clients tailor-made financial services
in both corporate and retail banking,
and has mainly established itself as a
leading solutions provider for a growing
commercial and industrial base across the
seven emirates.
Through the provision of a
comprehensive range of corporate
banking, retail banking, trade finance,
SME banking and treasury services,
UAB is the bank of choice among major
corporate clientele segments in the UAE.
Was the solution delivered on time?
Yes. The terms were clear between the bank
and solution provider, and the solution
was delivered as per expectation. The one
change that we expect in the next release
would be having specific codes while using
specific modules. For example, incident
IDs start with IM and changes start with
CR. Specific codes like that will help us in
reporting within modules.
Did the system require any
additional training for staff?
Actually, there was no training during
implementation, and we haven’t needed any
since. This uses a drag-and-drop model in most
of the modules. The person who manages
this tool doesn’t need a programming
background. They just need to use logic and
have a grasp of the plug/play concept.
How far has the system future
proofed your company?
We have defined our strategies around
IT service management, what module to
introduce and when. We have a clear plan
designed as part of IT Governance, and our
Chief Information Officer, Ayman AlQudsi,
is very supportive of streamlining IT service
management and governance. As part of
our future strategy, we would like to build a
detailed CMDB with asset relationships and
cost models. Also, we have plans to build
custom workflows, automate more processes
and minimise email communication
concerning day-to-day IT service delivery. n
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