DP World automates service desk, gears up for ISO/IEC 20000 certification with Marval

KETTERING, U.K. - April 11, 2013 - PRLog -- 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 and deployed its MSM IT Service Management (ITSM) software solution to update its IT processes and systems at Jebel Ali Port in Dubai and pursue ISO/IEC 20000 certification.

Operating more than 60 terminals across six continents, of which Jebel Ali Port 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/IEC 20000 certification. After investigating many different solutions and providers, we selected Marval's MSM software, recommended to us by HTP Global Technologies, one of our ISO/IEC 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, worked hand in hand with Marval South Africa to deliver a complete service management solution - technical, consultative and educational.

Marval's MSM provides an advanced, fully integrated IT Service Management solution that enables organisations to deliver a world-class service to its customers. Automating service management processes enables faster, more reliable and more efficient customer service in a cost-effective manner.

MSM provides auditable evidence to prove processes and procedures are followed, a critical component of ISO/IEC 20000 certification.  MSM has played a crucial role in helping Marval and a number of its customers achieve ISO/IEC 20000 accreditation.

"DP World's goal was to streamline its ITSM processes and we recommended the Marval MSM solution. The Marval MSM solution supports this aim, encouraging a culture of service within the organisation. Marval's solution can also be extended beyond IT support, providing the capability to manage services across the board in areas such as HR, project, resource and facilities management, a key benefit for DP World," says Mohammed Irfan, Sales Director at HTP Global Tech.

Other benefits of Marval’s MSM solution include 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 in the Middle East and the wider region, 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. In addition to developing our presence in South Africa, 2013 will see us growing our business in the Middle East, where there is significant interest in ITSM and continual service improvement," says Edward Carbutt, Executive Director of Marval South Africa.