Ankabut signs GBM for service desk provision

GBM to provide REACH control desk for Ankabut and universities

Tags: Ankabut (www.ankabut.ae)Gulf Business MachinesNational Research and Education Networks (NRENs)United Arab Emirates
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Ankabut signs GBM for service desk provision (l-r) Miguel Khouri, general manager, GBM Abu Dhabi & Yemen; and Fahem Al Nuaimi, CEO, Ankabut.
By  Mark Sutton Published  November 13, 2016

Ankabut has signed a deal with Gulf Business Machines (GBM), to provide a dedicated support and control desk for its university members.

Ankabut, the National Research and Education Network of the UAE, connects around 30 of the UAE's higher education establishments. Under the deal, GBM will provide an Internet Services Provider (ISP) Control Desk, called REACH, which will deliver IT support and IT services management on behalf of Ankabut.

REACH is intended to optimize support costs and reduce the support burden on universities, streamline services management and provide a broader range of support services to its subscribers with a scalable solution.

Fahem Al Nuaimi, CEO, Ankabut said: "Ankabut was looking for a service desk which can both satisfy the current requirements and accommodate an increased future capacity. Ankabut chose GBM because of the company's proven track record in implementing IBM products and services, as well as its strong presence and reputation in the GCC. Thanks to the company's project management methodology, excellent reporting system and project updates, the solution was delivered on time and as per the scope and budget."

Miguel Khouri, general manager, GBM Abu Dhabi & Yemen said: "When Ankabut came to GBM with the request to implement a multi-tenant service desk for better visibility of their network, infrastructure, applications and assets, we knew this was a great opportunity to create an innovative solution which would be a game-changer in the UAE education sector. We proposed a unique ‘Control Desk-as-a-Service' solution based on IBM's Control Desk which provides a scalable multi-tenancy offering of integrated services management and end-user self-service capabilities, accessible through both web and mobile. We are excited to have Ankabut on board to deploy this solution and we are confident it will benefit the local education sector to a large extent."

The REACH service desk will control and distribute the privileges and permissions for clients based on their requirement and services. An ITIL-focused approach has also been incorporated in order to manage the services of a wide range of universities with ease and accuracy.

"The IBM Control Desk has helped improve the efficiency of our support system, allowing us to increase the satisfaction of the universities we work with. We will continue to collaborate with GBM to meet our future strategic initiatives with IT," stated Qutaiba Al Hammadi, Manager Application Development & Delivery, Ankabut.

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