DP World automates service desk, gears up for ISO 20000 certification

DP World, the third largest marine terminal operator in the world, headquartered in Dubai in the United Arab Emirates (UAE), has teamed up with Marval South Africa and its MSM Expert software solution to update its IT processes and systems and pursue ISO / IEC 20000 certification.

Operating more than 60 terminals across six continents, of which Jebel Ali Port in Dubai is its flagship, DP World constantly works to enhance efficiency to better service its customers. Central to this are the internal IT services which provide seamless support for business requirements.

Ahmad Al Haddad, Senior Manager: IT Application Management, DP World, UAE Region says, “We faced several IT challenges such as running legacy processes and systems which meant that our relationship with our business users needed further enhancement to meet the customer expectations. .

“The number of manual processes in place also reduced our productivity and customer service, and there were a number of elements missing from our processes. Getting these right was critical, as we are aiming to achieve ISO 20000 certification in the first quarter of 2013. After investigating many different solutions and providers, we selected Marval’s MSM Expert software, recommended to us by HTP Global Technologies, one of our ISO 20000 consulting partners, as it met our requirements and is a proven global solution.”

HTP Global Tech, a global business consulting and solutions organisation based in the UAE and a newly appointed reseller of Marval solutions, worked hand in hand with Marval South Africa to deliver a complete solution. Marval South Africa provided training and support to HTP Global Tech, who implemented the software and have taken full ownership of the contract with DP World. Working together, Marval South Africa and HTP Global Tech recommended Marval’s MSM Expert solution as being the most suitable to meet DP World’s needs.

Marval MSM Expert provides an advanced fully integrated IT Service Management solution that enables organisations to deliver a world-class service to customers. Automating service management processes enables faster, more reliable and more efficient customer service in a cost-effective manner, and provides auditable evidence to prove processes and compliance, a critical component of ISO 20000 certification.

“DP World’s goal was to streamline their ITSM processes and we recommended the Marval MSM solution. The Marval MSM solution supports this aim with proven tools and software, integrating previously disparate solutions onto a single platform and encouraging a culture of service within the organisation. Marval tools can also be extended beyond IT, providing the capability to manage services across the board, a key benefit for DP World,” says Mohammed Irfan, Sales Director at HTP Global Tech.

Other benefits of Marval’s MSM solution includes internal cost reduction, time and resource optimisation, increased productivity and efficiency, and improved quality of IT support services. The solution is also low maintenance, secure and scalable, providing for future growth and changing business needs.

Mr. Al Haddad adds, “In order to maintain our position as the port of choice, our services need to be seamless and support the business. Marval helps to shift our focus away from pure technology towards adding value to our services in order to increase customer satisfaction, offer transparency for our business users and provide more control.”

“The DP World implementation is an important reference site for us, as it is the first step in our Middle East expansion plans following Marval international granting us the rights to this area. Our goal for 2013 is to focus on growing our business in these new regions, where there is currently significant interest in ITSM and continual service improvement,” says Edward Carbutt, Executive Director of Marval South Africa.