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  5. ServiceNow enables Dubai Silicon Oasis Authority to improve incident resolution times through better visibility of business processes

ServiceNow enables Dubai Silicon Oasis Authority to improve incident resolution times through better visibility of business processes

"Fujitsu was identified as a capable partner as it had a solid understanding of our development and was able to demonstrate an implementation methodology that was aligned with our needs."

Hamed Al Awadi ICT Vice President Dubai Silicon Oasis Authority

Dubai Silicon Oasis Authority (DSOA) replaces its legacy service desk enabling improved service delivery, visibility, and performance with Fujitsu ServiceNow

Customer

Dubai Silicon Oasis Authority (DSOA), a wholly-owned entity of the Government of Dubai, is the regulatory body for Dubai Silicon Oasis (DSO), a 7.2 square kilometer free-zone technology park. Established to facilitate and promote modern, technology-based industries in support of the region’s demand for business expansion, the hi-tech park enables its business partners to flourish with an unrivaled package of incentives and benefits, including state-of-the-art offices, educational institutions, hotels and healthcare facilities.

Challenge

DSOA’s existing service desk required an upgrade to support its growing needs to enhance visibility, reporting, and dashboard capability. Therefore, a local partner was needed to manage this project.

Solution

DSOA evaluated potential deployment partners, looking primarily at local capability, ServiceNow experience, and project management methodology. It decided that Fujitsu was best positioned to deliver on time and on budget with Professional Services.

Benefit

  • Fujitsu’s ServiceNow experience, combined with a detailed methodology, enabled seamless, on-time deployment
  • Fujitsu support ensures all issues are dealt with swiftly - minimizing disruption
  • Discovery workshops helped the team identify reports, workflows, and approval controls that needed to be built into the new platform
  • New mobile functionality helped simplify approval process