Channel News Middle East features Ivanti partnership with University of Sharjah to transform IT support desk services

In a feature article in the June 2020 edition of Channel News Middle East, editor Mark Forker explores how deployment of Ivanti’s Service Manager solution has transformed the University of Sharjah’s IT landscape.

In the feature, Dr Hussein Elmehdi, Dean of Academic Support Services, talks about the need to have a unified communication and support channel for all student, faculty and administration requests.

Omar Harara, Support Desk Manager, at Ivanti ME explained of the need for an IT Service Management framework, or ITIL, as well as a need for IT performance monitoring, and user request tracking.

“We were providing a lot of services to the end users, but ultimately we had no classification of our services or the incidents that were flagged, so we couldn’t categorise them or evaluate the performance of our services in terms of incidents and service requests,” said Omar in the CNME feature.

Omar’s colleague, Anissa Bettayeb, talked about the success of the Ivanti deployment. “It allowed us to better diagnose, categorise, prioritise and flag incident, service and change requests. Now, we have a dashboard and system in place that can monitor and record all of this automatically,” said Anissa, who is Head of the Academic Computing Service Section.

Read much more about the success of the Ivanti Service Manager solution at the University of Sharjah in the June edition of Channel News Middle East, on the website and in the print pages on Issuu, here.