ESM transformation for a GCC managed services provider
An ITIL 4 aligned enterprise service management design across IT, HR and facilities for a leading technology services provider serving public and private sector organisations in Qatar.
One service model for IT, HR and facilities
The client, a technology services provider supporting public and private sector organisations in Qatar, needed to formalise service management across IT, Human Resources and Administration and Facilities on ManageEngine ServiceDesk Plus.
Processes had grown department by department. The organisation wanted a single, ITIL 4 aligned operating model with consistent catalogues, service levels and governance, delivered in partnership with its regional implementation partners.
How we delivered
- 01
Assess
Fit gap assessment across seventeen ITIL 4 domains with maturity ratings for each practice.
- 02
Design
Target operating model, service catalogue and service level standards for all three functions.
- 03
Document
Policies, processes and work instructions written for IT, HR and facilities teams.
- 04
Refine
Review cycles with client stakeholders and final alignment to platform configuration.
Key deliverables
ITSM fit gap analysis
Seventeen ITIL 4 domains assessed with current and target maturity.
Target design and roadmap
A phased roadmap linking process, platform and organisational change.
Service catalogue
Structured catalogues for IT, HR and facilities services.
Service level standards
SLA definitions, priorities and escalation rules.
Policy and process library
More than twenty four policies and process documents.
Platform alignment
Designs mapped to ManageEngine ServiceDesk Plus capability.
The result
- A single, consistent service model across IT, HR and facilities
- Clear ownership, service levels and governance for every practice
- A documented foundation ready for platform configuration and audit
- A roadmap that sequences change for sustainable adoption
Services used in this engagement
Design and implement ITIL 4 aligned service management across IT, HR, facilities and corporate services.
Start with an independent, evidence based view of where you stand and what to change first.
Round the clock service desk, NOC and site reliability operations run to ITIL practices and clear service levels.
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