INTERVIEW
IVANTI
IVANTI PARTNERS WITH UNIVERSITY OF SHARJAH TO TRANSFORM IT SERVICES
CNME Editor Mark Forker spoke to senior representatives from the University of Sharjah, to find out how the deployment of Ivanti’s Service Manager solution has transformed their IT services at the academic institution.
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r. Hussein Elmehdi,
architecting and implementing
with the IT department and
Dean of Academic
IT Service Management
that there is a single point of
Support Services,
processes and to re-establish
contact for all their requests.
Omar Harara,
the Service Desk and make it
It has enabled the end-users
Service Desk Manager, and
much more effective for the
to build trust in the support
Anissa Bettayeb, Head of
end-users,” said Omar.
services provided by the IT
Academic Computing Service
department as there is complete
Section at University of Sharjah,
manager at University of
transparency on our IT
articulated the impact the
Sharjah also highlighted how
performance,” said Omar.
solution has had in terms of
they determined that they
enhancing the IT services it
also needed to implement ITIL
documented the benefits
provides for faculty, students
processes such as (service
her section got from the
and staff.
catalogue, service agreement,
implementation and confirmed
incident, request, problem and
the significant benefits gained
18 months the University of
change management) and how
after implementing Ivanti
Sharjah began implementing an
these processes showed the
Service Desk.
overhaul of service management
value of the IT department to
in their IT department.
the stakeholders.
Harara said that in the last
“The first decision we took
“We were providing a lot
His colleague Anissa Bettayeb
“The IT Service Management really empowered us with the capabilities to evaluate and
was to re-establish the Service
of services to the end users,
monitor the performance of
Desk. We did previously have a
but ultimately we had no
our staff and processes through
Service Desk, but it was largely
classification of our services or
the dashboards and reporting
ineffective and inefficient. There
the incidents that were flagged,
services. It also allowed us to
was no IT Service Management
so we couldn’t categorise them
better diagnose, categorise,
framework (ITIL), monitoring
or evaluate the performance of
prioritise and flag incident,
of IT performance, user
our services in terms of incidents
service and changes requests.
requests or tracking. I joined
and service requests,” said Omar.
However, now we have a
the University of Sharjah 18
JUNE 2020
The dynamic Service Desk
He added, “The end-
dashboard and system in place
months ago, and I was tasked
users feel that they can now
that monitors and records all of
with the responsibility of both
communicate much better
this automatically,” said Anissa.
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