case study
a success story
“IT governance”
Daman Investments
the challenge
Daman IT services is responsible for the development of strategies, policies and standards covering the future
development and usage of IT
Damans IT services was cognizant of the importance of compliance due to regulatory governance measures, and wanted to ensure it was scalable to meet the demands of the business at any time
some of the challenges Daman IT faced included lack of transparency in reporting, lack of alignment with strategic
objectives and lack of funding due to the business not understanding how technology could contribute to the big picture
the drivers for choosing ITIL as a framework were to introduce a customer focused service culture and to increase staff awareness of service management, to deliver cost effective services aligned with business requirements, to focus on customer service to manage major incidents, to use an existing recognized quality framework (not re-inventing the wheel), to implement
change control/change management and improve reporting capabilities to senior management
Daman Investments (Daman) is a leading provider of non-banking financial services with a proven history of successful investments through consistent application of the core values of quality, accountability and transparency
Daman has more than AED 5bn in assets under management
Daman have distinguished themselves by offering innovative investment products and services to both regional and international clients through investment management, venture and development capital investment opportunities, as well as their regional brokerage operations
the solution
oryx consulting was the clear choice to drive the implementation of the ITIL framework within the organization
with a structured methodology of analysis for understanding the business and elicitation of key stakeholders, oryx was able to develop key requirements and formulate a clear road map for ITIL adoption within the organization
through a thorough communication and implementation plan the IT organization has adopted ITIL as a framework, has identified and implemented the ITIL processes needed for corporate success such as demand management, service catalogue management, financial management, capacity management, availability management, information security management and supplier management
to support the operations of the business, access management, incident/request management, problem management, change management, were defined and implemented across the business systems
the results
oryx consulting was instrumental in gaining executive buy-in and creating and open communication line ensuring alignment with the corporate strategy
following oryx's recommended business case methodology, Daman was able to show quantifiable return of investment for their IT related initiatives with the business more
willing to support technology investments
Daman IT has become fully compliant when audited with all the regulatory documents in place
this also supports the business when engaging with IT - as each person in IT speaks the same language and is standardized across the organization
established KPI’s have shown a remarkable improvement in just a few months including customer satisfaction has improved from 62% to 80%, project delivery through change management has improved 63% by being mostly under budget and delivered on time with the right governance in place, internal IT job satisfaction from 2.6 to 3.2 on the net promoter score (reversing a downward trend) and with a clear service catalogue in place, business critical service up-time has improved from 92% to 99.5%
