Fujitsu Implements Enterprise IT Service Management Solution for Dubai Silicon Oasis Authority


The cloud-based solution ensures higher operational efficiency through automated policies and processes


Dubai: Fujitsu has implemented an Enterprise IT Service Management solution for the Dubai Silicon Oasis Authority (DSOA), underlining its expertise in delivering end-to-end solutions for major enterprise clients. The new solution will enable DSOA to achieve higher levels of operational efficiency and productivity through automated policies and processes.

Fujitsu leveraged its decades of heritage in IT Service Management and project implementation to deliver to DSOA an end-to-end cloud-based “ServiceNow” solution. The new system improves Incident Management, Change Management, Problem Management, Purchasing, Contracts Management, and Asset Tracking & Management, in addition to assuring remote assistance, and helping save employees’ time by providing a user-friendly interface through service catalogues.

Bader Buhannad, Executive Vice President – Strategy, Business Services & Risk Management at DSOA, said: “As a government-owned high-tech free zone we continuously look after ramping up our ICT operations to deliver seamless services at all times. We are pleased to deploy Fujitsu’s solution that will enable us to simplify the process of data management and achieving higher levels of productivity. We are confident that Fujitsu’s solution will further upgrade our control and governance, and boost efficiency in serving our business partners.”

Farid Al-Sabbagh, VP & Managing Director at Fujitsu Middle East, said: “With our knowhow and the power of ‘ServiceNow’, we implemented a powerful enterprise service management process that will add to the efficiency of DSOA. The automated processes free up time for DSOA staff, enabling them to concentrate on their core functions by delivering a seamless experience for all users.”

Advancing the overall effectiveness of the ICT operations at DSOA, Fujitsu’s ServiceNow reduces the complexity of audits by establishing automated validity controls and record traceability. As a managed service provider delivering end-to-end ServiceNow solutions, Fujitsu offers efficient enterprise service management processes for DSOA, freeing up their staff to concentrate on what they do best – facilitate and promote modern technology-based industries businesses. Simplifying the process of data management, ServiceNow speeds up service requests, ensuring that DSOA staff can achieve higher levels of productivity. The project was implemented in collaboration with one of Fujitsu’s Global Delivery Centers.

The project supports the continuous ICT efforts of DSOA to be an ITIL/ISO-based infrastructure with a system that is powerful in the areas of stability, knowledge base, incident and problem management, workflows automation, reporting and the ability to capture responses for the operational level agreements. It enables employees to be more mobile and reliant on self-service technologies and makes them more engaged and empowered to remain relevant and effective in their respective departments.

Dubai Silicon Oasis Authority (DSOA), a 100% government-owned free zone, aims to “facilitate and promote modern technology-based industries” thus supporting the region’s demand for business expansion. Dubai Silicon Oasis (DSO) is a technology park that provides both a living and working integrated community. Designed as a hi-tech ecosystem, DSOA offers businesses several advantages including a state-of-the-art infrastructure, in-house business services and strong business support such as technology investment incentives for large enterprises, entrepreneurial support, an incubation centre and venture capital funding.

A Gold Partner with ServiceNow, Fujitsu offers an integrated breadth of solutions covering consultancy, business change, implementation, service and innovation. With over 5,500 Managed Service Desk staff globally and over 25 million end-user contacts a year, Fujitsu optimized the service model at DSOA by replacing the legacy service desk system and introducing automated processes. Fujitsu has over 300 ServiceNow certified resources, and provided a dedicated support function.

About Fujitsu:

Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions, and services. Approximately 140,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.1 trillion yen (US $39 billion) for the fiscal year ended March 31, 2018.

About Fujitsu EMEIA:

Fujitsu enables customers to capitalize on digital opportunities with confidence, by helping them to balance robust ICT and digital innovation. Fujitsu’s full portfolio of products, solutions and services gives its customers a competitive advantage in the era of digital transformation. In Europe, the Middle East, India and Africa (EMEIA) the company employs more than 29,000 people.