COUNTRY FOCUS: UAE
When Sharjah
Museums Authority
was seeking to improve
its operational efficiency
while delivering and supporting
its IT services, it deployed
ManageEngine’s ServiceDesk Plus
to benefit from its best practice ITSM
workflows. Benefits have included
greater visibility over IT operations,
improved service delivery, while providing
easy browser-based access to processes,
procedures and instructions. Alyas
Aziz Malik, Head of Technical Support,
IT Department at Sharjah Museums
Authority, a government
agency, tells us more.
Sharjah Museums Authority
outlines benefits of
ManageEngine’s ServiceDesk Plus
wWhat necessitated your decision to
implement the solution?
At Sharjah Museums Authority (SMA) we
were seeking to improve our operational
efficiency while delivering and supporting
our IT services and aligning these with our
business goals. This directed us to the IT
Infrastructure Library (ITIL) for guidance.
ITIL provides a framework of high-level
definitions for IT Service Management
(ITSM) processes.
Our IT department did not have detailed
ITSM best practices to fall back on. Instead,
we would end up struggling through a
detailed definition and configuration process
without clear guidelines. But, to implement
an ITIL-based ITSM solution involves long
and costly process-definition cycles as well as
internal resistance to ‘reinventing the wheel’.
In addition, we needed multiple iterations
to align our organisation’s process and
enable technology configuration with ITIL
processes, procedures and work instructions.
Those iterations tended to increase cost,
implementation efforts and timelines.
Return on IT (RoIT) and time to value have
become key decision parameters in IT
projects. We needed better assistance from
a vendor to design and implement ITSM
best practices, faster and cost efficiently.
ManageEngine’s ServiceDesk Plus with best
practice ITSM workflows is designed with
all these considerations in mind. Therefore,
in 2010 we implemented ManageEngine
ServiceDesk Plus.
Can you explain how ServiceDesk
Plus has provided greater
visibility and control over your
IT infrastructure?
ManageEngine ServiceDesk Plus not only
provides greater visibility over our IT
operations but also mitigates the risks. The
product has helped our IT department to
improve service delivery and support while
providing easy browser-based access to
processes, procedures and instructions.
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