Client overview

Dubai based Government organization is one of the most prestigious and advanced customer-centred organization in Dubai. The Organization provides services to more than 2000 companies in Dubai. The Organization provides an ideal base to do business in the Middle East by providing a business-friendly environment, world-class infrastructure, tax exemptions, and full repatriation of earning, total ownership and exceptional facilities. Strategically located in Dubai boast, rapid clearance and fast processing of paperwork to maximize business activity and efficiency.

The support services by VaporVM provides the client organization’s internal IT infrastructure and users and the total user base would be around 250+.

Environment overview

The Client IT Department provide the technology to enhance the delivery of services and increase the access to, and quality of, vital government data which facilitates commerce and enhances quality of business and customer satisfaction. This will be accomplished in a spirit of customer service, partnership, and consultation with our stakeholders. Our guiding principles are to leverage partnerships and resources, empower internal and external customers, and transform services and processes through innovation.

Customer’s Challenge

Standardizing and centralizing the global infrastructure and operations would enable the company to respond quickly, and at scale, to worldwide opportunities. A key element of the project strategy was the implementation of standard global service management processes across the whole enterprise.

“It became clear that to obtain world-class standards of service delivery, the enterprise would need to adopt a framework based on ITIL®—widely accepted as the industry leader in delivering operationally excellent processes,” as explained by the project Director. “We needed to provide our global service management and delivery operational functions with self-sustaining processes that would support and help deliver world-class operations.”

The following are the high lights of challenges faced:

  • The organization did not have any predefined Technology Road Map
  • The Client faced difficulty due to Lack of Digital Transformation Initiative
  • Lack of a Communication Strategy, Scattered Responsibilities Across the Organization
  • Increasing Incidents/ High Amount of End-user Issues
  • Multi-vendor scenario/multiple sub-contractors
  • Support availability only 7am-3PM, only in week days
  • Infrastructure not being monitored
  • Frequent Violation of SLAs
  • Prolonged Resolution Times, & Not Closing Resolved Tickets

The Solution

The Vapor VM Team designed the solution against the granular data collected from each segment of the organization based on predefine. The assessment data on all service management processes, with the exception of Change Management, was then benchmarked against industry and peer performance.

Strategy & Design Phase

  • Day 1 – due-diligence & Gap analysis
  • Restructuring the departments responsibilities as per best practices
  • RACI matrix – i.e. (Applications, Infrastructure, Operations, & Governance)
  • OLA & SLA reviewed
  • Initial transformation recommendations
  • Private cloud strategy defined
  • Company roadmap for the next 5 years
  • Transition phase
  • SMEs’ deployed at the customer location for 5 weeks, Knowledge transfer sessions
  • OLA & SLA revised (underpinning contracts put in place)
  • Number of tools reduced for operations
  • Trainings
  • VaporVM’s – 24×7 Remote NOC
  • Service-wise manuals created for infrastructure & Operations.
  • Shadow / De-Shadow / Go Live

Outcome

  • Worldwide vendor neutral best practice implemented
  • Tech refresh, Defined processes put in place
  • Seamless operations management through 24×7 management
  • Self-service – Lesser tickets, no downtime
  • Zero escalations through single vendor support
  • SLAs & OLAs being monitored by the VaporVM
  • Vendor/ Sub-contractor management by VaporVM
  • Overall 35% reduction in cost in 1 year

In just few months the company dramatically transformed the way it manages its IT operations. Enterprise service domain teams, specializing in Telecoms, Desktop and Data Centre services have been established, and the successful introduction of four ITIL-based Service Management processes—Change, Release, Incident and Problem Management—has positioned IT firmly on its roadmap to world-class service delivery.