Dubai Municipality launches best practice project

ITIL-based standards will help Dubai Municipality IT Department improve service delivery

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By  Mark Sutton Published  October 2, 2007

The IT Department of Dubai Municipality has a new announced a new project to implement ITIL-based standards across the organization to improve the quality and efficiency of services.

The Arabian Centre of Excellence (ACE) Project will roll out best practices based on the Information Technology Infrastructure Library (ITIL), to reach the ISO/IEC 20000 standard, an international standard on IT service management and delivery.

Eng. Abdullah Al Shaibani, assistant director general of Dubai Municipality for Technical Services Affairs commented:

"Dubai Municipality IT Department aims to be the first governmental organisation in the region to achieve certification and thereby enhance the reputation of DM by taking a leadership role in IT Service Management quality,"

"Implementing ITIL IT Service Management concepts enables the IT Department in Dubai Municipality to improve business continuity and operational efficiency. It also represents a major transformation for the IT Department," he added.

The Municipality IT Department has recognized the importance of standards, and also the cultural change required to put those standards in place, according to Eng. Waddah Mahmoud Mishah, project manager. The IT Department will place an emphasis on regular communications with ITD employees and clients to ensure buy in to the project, he said.

"Communication around this transformation is essential to achieve successful project outcomes, it is necessary to ensure all parties are aware of what is going on and how they can play a relevant part in this critical project," he added.

ISO/IEC 20000 consists of a specification for IT Service Management and a code of practice for service management, that is intended to govern the delivery of managed IT services.

The Director of the IT department, Eng. Abdul Hakim Malik, commented: "Senior Executive Management is committed to applying these best practices. The key benefits will be to increase customer satisfaction, increase DM's reputation, reduce the risk and impact of IT failures and optimize the cost effectiveness of the department."

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