{"id":657538,"date":"2023-01-15T15:46:00","date_gmt":"2023-01-15T14:46:00","guid":{"rendered":"https:\/\/www.devoteam.com\/?post_type=success-story&p=657538"},"modified":"2025-07-02T15:51:38","modified_gmt":"2025-07-02T13:51:38","slug":"ministry-of-human-resources-and-social-development-reaps-the-benefits-of-efficient-service-management-in-saudi-arabia","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/me\/success-story\/ministry-of-human-resources-and-social-development-reaps-the-benefits-of-efficient-service-management-in-saudi-arabia\/","title":{"rendered":"Ministry of Human Resources and Social Development reaps the benefits of efficient service management in Saudi Arabia"},"content":{"rendered":"\n
\n

The snapshot<\/h2>\n\n\n\n
\n
\n
\n

1<\/strong><\/p>\n\n\n\n

Consolidation of the two outdated legacy systems into a single ITSM system<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n

2<\/strong><\/p>\n\n\n\n

Empowering 23,000 employees with a portal directory and self-service capabilities of the platform<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n

3<\/strong><\/p>\n\n\n\n

Digitalisation and automation of +300 services, giving complete visibility of progress and an accelerated processing time<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

The challenge<\/h2>\n\n\n\n

When the Ministry of Human Resources and Social Development (MHRSD) in Saudi Arabia was formed through the amalgamation of three other ministries \u2013 the Ministries of Labour, Social Development, and Civil Services \u2013 the legacy was a confusing mix of service management solutions and technologies. Multiple systems, lack of platforms\u2019 dictionaries, and the need of automating business services became a major challenge, on both employee\u2019s side and the vendor\u2019s side. The solution was clear \u2013 two main ITSM systems had to be consolidated into a single platform, accessible to all employees and customers.<\/p>\n\n\n\n

The solution<\/h2>\n\n\n\n

Instead of using one of the existing systems and amalgamating them, Devoteam has suggested to the Ministry to use a new system, ServiceNow IT Service Management (ITSM), that would give the organisation better service in terms of customer experience and agility, and finances. The project has been delivered within 6 months since the beginning. Apart from consolidating the systems into one single platform, there was also a visible improvement when it comes to IT workflows for incident, problem, change, request and knowledge management. The portal has been also capitalized by adding functionalities to serve as a one-stop shop for employees.<\/p>\n\n\n\n

Localizing the chatbot to support the Arabic language, and customizing topics to support employees in creating requests\/incidents, events, promotions, platforms, etc. had a huge impact on employee experience throughout the organisation. Working became easier and more clear thanks to the number of new advancements also for the management teams. Thanks to the available reports and dashboards, they now have a proper insight into the performance and improved visibility.<\/p>\n\n\n\n

The better change<\/strong><\/h3>\n\n\n\n
\n
\n
\n
\n
\n
\"\"<\/figure>\n\n\n\n

Two main ITSM systems consolidated into a single platform supporting all of the 23 000 employees<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n
\"\"<\/figure>\n\n\n\n

Complete visibility through dashboards and reports enabling creation of SLAs to improve productivity<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n
\"\"<\/figure>\n\n\n\n

Convenient single sign-in that provides access to comprehensive service catalog and direct service links to other sites<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

<\/div>\n<\/div>\n\n\n\n
\n
\"\"<\/figure>\n\n\n\n

They had intended to use one or other of their existing systems or amalgamate them, but we told them we had a new system, ServiceNow IT Service Management (ITSM), that would give them better service in terms of customer experience and agility, and also financially.<\/p>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n
\n

Mohammad Dahleh<\/strong><\/p>\n\n\n\n

Devoteam Partner<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

The snapshot 1 Consolidation of the two outdated legacy systems into a single ITSM system 2 Empowering 23,000 employees with a portal directory and self-service capabilities of the platform 3 Digitalisation and automation of +300 services, giving complete visibility of progress and an accelerated processing time The challenge When the Ministry of Human Resources and […]<\/p>\n","protected":false},"featured_media":657610,"template":"","categories":[2379],"tags":[],"industry":[],"class_list":["post-657538","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","category-servicenow-me"],"acf":[],"cards":"\n\t

\n\n\t\t
\"Ministry<\/a><\/figure>\n\n\t\t\n\t\t
\n\t

Success story<\/p>\n\n\t\t\n\t\t

Ministry of Human Resources and Social Development reaps the benefits of efficient service management in Saudi Arabia<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"\nMinistry of Human Resources and Social Development reaps the benefits of efficient service management in Saudi Arabia | Devoteam<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/devoteam.info\/me\/success-story\/ministry-of-human-resources-and-social-development-reaps-the-benefits-of-efficient-service-management-in-saudi-arabia\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ministry of Human Resources and Social Development reaps the benefits of efficient service management in Saudi Arabia\" \/>\n<meta property=\"og:description\" content=\"The snapshot 1 Consolidation of the two outdated legacy 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