Aramco seeks Remedy

Saudi Aramco, the world’s largest crude oil producer has deployed the Remedy Help Desk and Change Management applications for its internal IT customer care center, which provides support to 70,000 employees, partners, and contractors across the world.

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By  Maddy Reddy Published  June 20, 2004

Saudi Aramco, the largest enterprise in the Middle East and the world’s large crude oil producer has deployed the Remedy Help Desk and Change Management applications. The IT customer care Centre is an internal help desk facility and the first line of support for all IT and network communications issues for over 70,000 employees, partners, and contractors, around the Kingdom on multiple sites and offices spread across Europe, US and the Far East. It also offers IT support to employees at home. “Everything in Saudi Aramco depends on IT, on real-time applications, so change management and ensuring full uptime is critical. We cover the whole range of customers, from apprentices to manual workers to office workers to consultants, so it’s a very complex and a very critical part of the company’s structure,” says Omar Ghazi, director, IT Customer Care Centre, Saudi Aramco. The Remedy Help Desk was implemented by the vendor's Saudi partner Moammar Information Systems (MIS). Over the years, Saudi Aramco had built up a number of internal systems offering such help. Prior to the new solution, Aramaco, ran systems on top of the company-wide mainframe infrastructure. The oil major faced the challenge of automating manual processes with state-of-the-art technology. It decided in 2001, to consolidate services to establish one single point of contact. Customisation of the new solution was critical in order to support the complexities of language spoken by employees of more than 50 nationalities and time zones results in what the center’s director, Omar Ghazi, describes as ‘a very complex but focused point of contact.’ The previous Remedy implementation undertaken six years ago had been adapted to meet the company’s requirements. In addition, Aramco needed to have links to SAP applications for user data, to another Remedy installation at the exploration computer Center, and to its mainframe systems. Now 120 agents in the 24/7 customer care centre take on 3,000 calls per day with an average resolution time of 10 minutes. High priority tickets are resolved on average within one day, and low priority tickets are resolved on average in three days. Users can request for service assistance by dialing 904. The oil company is also in the process of implementing Remedy Change Management, which allows users to develop the right processes within the help desk to handle all change to applications and hardware. It also delivers planning capabilities, process management, and comprehensive policy and approval control that not only increases the speed at which changes are implemented, but also minimizes risk and disruption. Claims Remedy. “The company is now looking at IT changes and deployments in a different way, thanks to the new systems. All requests for system changes and updates go through a centralised change management process in Remedy. If a change might cause an outage, then it’s carefully examined and more importantly, communicated across departments. In the past, changes that might affect someone else’s operation were just not communicated,” says Ghazi. All IT operational changes are undertaken, from 4pm on Saturday to 6am on Sunday when Aramco’s international offices are closed. In that window, the IT support team can now makes all the changes – patches or upgrades – at one time with adequate fall-back procedures. Remedy Change Management will also be used as the prime data source for performance management reporting to help the department increase its support efficiency.

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