Daman Investments Success Story In Adopting ITIL Framework
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.
Oryx Technologies was the clear choice to drive the implementation of the ITIL Framework within its 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 roadmap 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 our 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, which are now being used and implemented within our system.
Daman Investments 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 has 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.
“Engaging with Oryx Technologies gave us the peace in mind of dealing with a partner, known to deliver projects with the highest commitment and quality of work. We have decided to continue working with Oryx as a service provider for our ongoing requirements.”
Mahdhar Al Tamimi | Chief Operations Officer
Oryx Technology was instrumental in gaining executive buy-in and creating and open communication line where we could ensure our alignment with corporate strategy. Following Oryx Technologies recommended business case methodology, we are able to show quantifiable return on investment for our initiatives with the business more willing to support technology investments in Daman. Daman IT is fully compliant when we are 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 uptime has improved from 92% to 99.5%.