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New management platform aligns Information Technology services with customer needs

Nakheel IT is in the process of deploying the award-winning enterprise-grade BMC Helix ITSM solution, the leading service management platform for delivering intelligent, user-centric experiences.


Helix ITSM’s industry-leading platform is delivered in the cloud, on-prem (runs on computers on the premises of the organisation), or as a hybrid solution. The flexible, scalable, and secure IT Service Management application is set to drive service desk excellence.

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The predictive service management solution is a user-friendly platform that will assist with decision-making and deliver considerable performance advancements, such as:

 

  • Providing a searchable service catalogue for easy access to products and services

  • Providing an omni-channel service experience

  • Creating and resolving incidents faster with intelligent and proactive support

  • Bringing key information to business and support personnel, right where they need it

  • Proactively identifying issues, prioritising issues based on business urgency, and tracking them against continuous service improvement plans

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Following a thorough internal evaluation of the solution and its possible applications, BMC Helix received the highest score in the areas of customer satisfaction and IT service management, primarily due to its alignment with ITIL - a set of IT best practices designed to assist businesses in aligning their IT services with customer and business.

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