COUNTRY FOCUS: UAE
through all actions that drive a service
request to closure.
In essence, these best practices
support consistent operations across
our IT department, improving service
quality as we reduce the process
definition efforts that are boosting the
complexity and cost of our deployment.
ServiceDesk Plus improves our ability to
deliver world-class support. Moreover,
the tool greatly reduces the risks
and issues associated with defining
processes, procedures and work
instructions that cannot be supported.
How has ManageEngine helped
Sharjah Museums Authority
overcome its network challenges?
ServiceDesk Plus is a powerful tool to
create and map asset relationships,
giving high level control of IT assets
across the network. Integrating the
tool with ManageEngine’s OpManager
has helped us identify issues with
any network device, log the incident
automatically and assign issues to the
right IT admins for resolution. This has
helped us manage our time, efforts
and resources and helped us be better
prepared to manage future requirements.
How far has the system future
proofed your company?
ITIL framework is a set of best practices
which caters to an organisation’s
current and future needs. ManageEngine
ServiceDesk Plus is built on this framework
and is continuously updated to its most
recent versions. The tool also provides
us the option to link the service requests,
incidents and change requests with SLA,
this establishes a time frame in which
the problem or issue assigned to an IT
administrator must be resolved. We have
been able to measure the performance
of our team and the time taken to resolve
issues is helping us to be better prepared
in the future. We have also been
conducting surveys through SDP to
understand how satisfied our users are
with the service provided.
Seeing great results with the product,
we recently introduced it in our Human
Resources (HR) department as well to receive
all the calls and cater to any employee issues
or requests efficiently.
Did the system require any
additional training for staff?
It is always recommended to understand
the system to our best benefits. And
training is one of the best sources to acquire
knowledge about any software and to make
full use of it. Therefore, additional training
was needed for the IT department.
How long did it take to implement
the solutions?
ServiceDesk Plus is a very user-friendly
application and can be implemented easily,
Alyas Aziz Malik, Head of Technical
Support, IT Department at Sharjah
Museums Authority
compared to other products in the market.
Initially, we had a team that was not
very familiar with all the implementation
procedures and still, it was effortless. It took
us almost two months to fully implement the
software in our organisation with the help
of ManageEngine and since the application
was customised. The most time we took was
to customise the application to meet our
specific needs, which made it a lot easier for
our users to understand and adopt it.
How did the vendor meet your
objectives and what selection
process did you adopt?
We were introduced to ManageEngine
through Elitser Technologies. We have now
been working with Elitser for over 10 years
and they have always supported us on time
and with their best effort. We had conducted
a long process with multiple functionality
wise criteria that needed to be fulfilled
before finalising on ManageEngine. The
product also complied with three important
parameters we had defined – user-friendly,
cost-efficient and multilingual.
How impressed have you
been with the support offered
by ManageEngine?
We have been using ServiceDesk Plus for
11 years now and it has been exceptionally
good. ManageEngine has always been
there to provide support and services to our
users when needed. I would recommend
ServiceDesk Plus and ManageEngine to
other organisations as well. •
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