Helping the IT Organization Demonstrate True Service Value to the Business and Achieving a 43% Reduction in Incidents in Year One

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Executive Summary

The Gulf News IT department had been suffering from poor perception within the wider business. Whether it was justified or not, even the IT department itself found it difficult to tell. The team needed to ensure they were delivering what the business needed and then be able to better demonstrate this in order to build stronger support from the business. One of the first steps was to find the best ITIL-based ITSM toolset. Gulf News chose assyst. Unnecessary disruption was avoided through a rapid implementation, in which the Gulf News team went live with Axios' assyst software within two months.

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