Client:
The client is an International financial center, managed by the UAE government, based in Abu Dhabi.
Business Challenge:
The client needed a partner to manage their end-to-end IT services thereby strengthening the environment and enabling a successful business transformation journey. Service Management Processes & Quality Reporting were mature and had higher technology debt due to end-of-life systems. Unresolved security vulnerabilities that were overdue posed a threat to the IT landscape. Error-prone multi-version filing instances and manual excel-based reporting and much more.
Benefits Achieved:
Reduction in end-user issues by 40% resulting in higher user productivity. Increase in user satisfaction score from 60% to 90%. Increased first call resolution at the service desk by 25% through environment-specific trainings, knowledge articles, and required elevated access. Up to 99.5% patching compliance rate across servers, databases, and endpoints. Improved core website’s performance by 40% through capacity sizing. Automation of monitoring and reporting activities reduced manual efforts by up to 90%.
