Saudi Agency Improves Service Reliability With Centralized Service Desk
Saudi Post depends on technology for the effectiveness and efficiency of its high-quality and modern postal services. Thus, the IT department saw itself as a reliable service provider that met customers' needs at or above expected service levels. When Saudi Post unveiled a blueprint for next-generation postal services, IT management realized the need to balance a technology improvement strategy with an examination of processes, people, and the IT service life cycle to be able to effectively support business processes and to provide reliable IT services. An IT Service Management Assessment recommended a two-year Service Improvement Program to make overall improvements and determined that a centralized IT Service Desk would be key to providing more reliable and available IT service.