Leading ICT Company, Quintica was selected to roll out “Best Practice” business service management at Emirates National Oil Company (ENOC) in Dubai UAE, following its strategy to align its business processes with ITIL®.
After an extensive review process, ENOC opted for Quintica as BMC’s implementation partner based on a winning blend of product quality, professionalism, and local technical knowledge and expertise.
Quintica’s project objective was ENOC’s better use of technology & people assets to drive improved organisational performance through reducing the overall cost of delivery and improving the productivity of resources. Over a four month period Quintica’s efforts saw Project teams integrate and consolidate both the ICT investments and manual operational services to be managed via an automated and paperless single service desk environment. Areas of focus included automating manual service management processes, reducing complexity, and integrating a seamless customer support, change, asset, request management process and automated governance reporting.
Simultaneously, Quintica sought to implement a platform on which to standardise and optimise the overall customer experience using BMC Remedy IT service management technologies and leading industry standards and frameworks. Use of ISO/IEC 20000 demonstrated operational integrity securing ENOCs business and adoption of continuous quality improvement in IT Service Management. Bridging across services and operations was achieved by a phased implementation of clear ITIL® processes, training those designated to execute these processes, and having integration and automation as the two watchwords throughout the implementation process.
Winning pointers included establishing clearly defined policies and procedures prior to implementation, multiple phased solution implementations and testing thereof as well as continuity in resource deployment. The outcome: a complete automation of change, release, incident, problem, and knowledge management policies; paperless help desk services and change requests; and automatic conversion of customer emails to incidents, which achieved the objective of improved productivity and reduced cost of delivery. All of which culminate into an agreed IT Service catalogue and self-service for more than 1 500 ENOC employees and managers.