Dubai Municipality - Best IT Service Management Solution

Company: Dubai Municipality
Company Description: Dubai Municipality is one of the largest governmental institutions of the United Arab Emirates (UAE) with more than 11,000 employees and located in the emirates of Dubai. It serves the Individuals, Government entities, and the Business. It is considered as one of Dubai’s leading growth and development institutions in terms of the volume and number of its projects and services.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: IT Service Management Solution

Nomination Title: Optimizing Dubai Municipality IT Operations through ITSM

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The solution is composed of an extensive set of IT service management products from BMC in combination with automated IT processes. It was based on the ITIL Framework of best practices. The products are 2019 versions, however, the integrated solution was released in March 2020.

The Dubai Municipality ITSM Solution is an integral component of the IT setup and supports the business functions across the technical, administrative and municipal services departments. The solution supports the smooth interaction with customers, partners, and suppliers. It has the following features:

-Enables dynamic, effective and efficient asset management with a continuously up-to-date asset database

-Enables tracking and updating the hardware and software configurations to monitor satisfying the business requirements, and compliance with DM policies.

-Provides incident and problem management tools that enable preemptive actions towards issues before users report them, and predicting potential future problems and taking preventive actions.

-Automates more than 60 procedures providing users with mobile accessible, secure and policy compliant self service capabilities for support functions; such as password locking, software upgrade; or employee onbaording.

-Provides extensive reporting and analytical capabilities and performance metrics, setting performance targets, and monitoring achievement.

-Aligns with the business strategies and plans and is continuously updated to ensure that the IT services and capabilities are available before or when they are needed by the business.

The solution currently covers: Asset discovery and management, 15 ITIL processes, IT infrastructure monitoring, application performance monitoring, incident and problem management, workflow automation for more than 60 IT services, capacity management and support for multi-cloud environment.

The solution benefits include:

-Full alignment between business and IT.
-60% reduction in the number of incident calls compared to the previous period.
-Resolving more than 91% of the service tickets within the committed target time.
-Enabled improving service level performance without additional staff or cost while the number of user devices increased by 18.6%.
-Enabled the support team to reduce the response time from 2 minutes to less than 20 seconds.
-Enabled 10% reduction in the cost of IT services despite 9.3% increase in the number of users and 18.6% -increase in user devices, as well as 15% increase in the network size.
-Supports DM’s strategy in moving towards a paperless environment.
-Improved availability from 94.5% to 99.6%.
-Reduced 893 man-days of effort in last 8 months through automation.

-The ITSM solution is an IT service automation solution developed by Dubai Municipality.
-The BMC software, which is the key component of the ITSM tools, is among the top ITSM products in the market.It is among the top 3 Leaders in the Gartner Group Magic Quadrant for ITSM tools for 2020, and the top leaders in the Forrester Wave for ESM tools for Q4 2019.
-An enterprise solution at the Dubai Government level: The complete solution has been developed for Dubai Municipality taking into consideration the situation at other Dubai Government Departments, so that any Dubai Government Department can implement the solution with minor configuration changes.
-Currently the solution is being used by 34 Departments within Dubai Municipality
-The solution is less than one year into full operation, however, most of the 42 Dubai Government Entities have expressed interest in the solution and 14 Departments are expected to start trial implementations by January 2022.
-The implementation of the ITSM Solution was received well by the users at the operational, supervisory and managerial levels.
-User satisfaction with the quality of IT services raised from 75.3% before the implementation of the solution to 82% in 2020 and 93% in the first quarter of 2021.
-User satisfaction with the time to resolve service requests rose from 73.1% before the implementation of the solution to 79% in 2020 and 88% in the first quarter of 2021.
-The DM IT Support and Services Section was the only organizational unit in a Dubai Government entity that was able to reduce its operational costs by 10% despite the major increase of the number of users by 9.2% and the number of personal devices by 18.6%.
-The solution currently manages 67 business services, more than 750 web pages, 112 database instances, 1527 network devices, 1256 Servers, 8123 user devices, 6108 business transactions, and 8116 synthetic transactions monitoring.
-The solution is available to more than 6,000 DM users.
-The average number of incident calls per user dropped from 2.47 before the solution to 0.84 after the solution.

The “DM ITSM Journey.pptx” is a brief PowerPoint presentation that outlines the steps, features and outcomes of the implementation of the ITSM solution at Dubai Municipality.