COMPANY PROFILE

Medgulf Insurance, Implements SMART Service Desk – ITSM

Mediterranean and Gulf Insurance and Reinsurance (Medgulf) is a leading and respected insur-ance group providing the retail & institutional markets with comprehensive insurance coverage through its operations in various countries and serving its clients for more than 3 decades.

Medgulf Group has a workforce of more than 1,400 employees dedicated towards serving its clients.Medgulf insurance has Comprehensive Regional, International Connections and specializes in complex products such as Engineering Wrap-up Projects, Aviation and Property All Risks, Health and Life covers.

CHALLENGES

End-Users expectations and needs were demanding and expected faster service.

No centralized service desk.

In house solutions being heavily customized, were difficult and expen-sive to maintain.

Lack of self-service, mobile, and collaborative features.

SOLUTION IMPLEMENTED

Incident Management

Service Request Management

Service Level Management

Service Catalog Management

IT Assets & Configuration Management

Procurement Management

Medgulf Insurance evaluated the following vendors before choosing SMART Service Desk

Service Now

Axios Systems

SMART Service Desk solution, was selected after multiple rounds of evaluations, for the following reasons

Medgulf insurance selected following modules of SMART HelpDesk for implementation

Product capabilities, specially ability to customize application forms without programming.

Wide range of integrated solutions from IT Service Management to IT Governance & Risk Compliance.

Multi lingual capabilities & good support.

Best value offered for the investment.

Knowledge Management

Contracts Management

Change Management

Release Management

Customer Self Service

Workflow Engine

Survey Management

Advanced ITSM Management Dashboards

Reports

Medgulf’s in house IT Team, along with SMART Service Desk consultants, implemented all ITIL® processes to streamline help desk to an enterprise level IT Service Management platform within 6 weeks.

RESULTS

Improved 1st line resolution of tickets.

Improved service levels.

Fast restoration of services.

Streamlined delivery of new services.

Improved customer satisfaction.

Experienced fewer calls to the service desk (more self-service ac-tivity, due to use of knowledge base).

Lowered the cost of making changes and the costs of infrastruc-ture audits.

Lost fewer business hours through reduced outages.

Improved Mean Time to Repair (MTTR*).

Medgulf insurances, investment in SMART Service Desk – ITSM has achieved

*Mean Time To Repair (MTTR) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed asset or configuration item.

TESTIMONIALS

“SMART Service Desk is the driving force, for us toincorporate ITIL® Best practices in our organization & helping us improve quality of Services”

Yamen W. Ramadan - Acting CIO

“Benefits of implementing SSD has largely outscored the costs for their return on investment”

Mohammad Felemban - IT Infrastructure Manager

“SSD is the great product that provides Comprehensive, out-of-the-box ITSM / ITIL® functionality and has easy configuration without requiring scripting / coding or specialized personnel”

Ateeq Mohammad - IT Quality Specialist

About ITIL®ITIL®, stands for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its cur-rent form (known as ITIL® 2011), ITIL® is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. ITIL® assists organizations implement ISO 20000 service management standard.

ITIL® is set of best practices, that describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of compe-tency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. ITIL® is owned by AXELOS, a joint venture between Capita and the Cabinet Office. Cabinet Office is a department of the Government of the United Kingdom responsible for supporting the Prime Minister and Cabinet of the United Kingdom.

ITIL® is a Registered Trade Mark of AXELOS Limited. PinkVERIFY™ is Trade Mark of Pink Elephant www.SmartServiceDesk.com

About SMART Service DeskSMART Service Desk is a leading Business Service Management, IT Service Management com-prehensive and unified platform that helps organizations cut cost, reduce risk and drive business profit.

SMART IT Service Management (ITSM) unifies service desk, incident, problem, change, asset life cycle, and service level management applications with a single configuration management data-base (CMDB), data model, workflow platform, and web and mobile interface platforms.

With its recognition for 11 ITIL® processes in PinkVERIFY™ 2011 Toolsets, SMART Service Desk, can not only meet IT Managers / CIOs immediate requirements, but can also readily adapt to whatever tomorrow bring

PinkVERIFY's certification by Pink Elephant validates toolsets that meet a set of functional requirements as defined by ITIL® best practices. It is widely recognized as the industry standard to measure maturity of IT service management tools. This certification helps the Service Man-agement market understand that SMART-Service-Desk has been proven capable in supporting any organization as it matures and evolves into greater levels of IT capability over time. For more details please visit www.smartservicedesk.com

SMART Service Desk