Experts feel time is right for Saudi Arabia's Government to embrace ITIL

Experts feel time is right for Saudi Arabia's Government to embrace ITIL

As internet usage continues to rise in the Kingdom of Saudi Arabia, experts say it should consider migration to an online channel and utilise a comprehensive e-Government tool to better deliver services to its citizens.


The country can certainly learn from Canada's e-Government initiatives, which have transformed the delivery of information and services over the last 13 years.


The adoption of a multi-channel approach that allows Canadian citizens to take up services online (through web and mobile), by telephone or in-person has led to a high level of end user satisfaction. For this reason, Canada has stood out in terms of e-Government initiatives and has ranked amongst the best over the last few years. The initial goal of these initiatives was to provide information via the internet that citizens could access at any time.


The success of these initiatives only truly soared after a high level of interactivity was introduced, where citizens could request and be delivered services through a secure online channel. Not only has this increased the productivity and efficiency of governmental departments themselves, they have also added value to the lives of private citizens through easy, fast and timely access to reliable and consistent information and services, and enhancing the relationship between the public and government.


This has been made possible through the adoption of Information Technology Infrastructure Library (ITIL®). ITIL® is a set of practices that set out a process and lifecycle-based approach to managing the delivery and support of IT services, with a focus on delivering value to the organisation. Following ITIL® best practices helps to ensure that an organisation's IT services align with the needs of the organisation.


Axios Systems provides assyst -- unique in the ITSM software marketplace -- to numerous Canadian governmental bodies including the House of Commons of Canada and the Department of Foreign Affairs and International Trade. The company is the trusted ITSM provider for more than 75 percent of Canadian government departments, providing comprehensive software support for both ITIL® V2 and V3 within a single, fully-integrated application that can be delivered through SaaS or on-premise.


Markos Symeonides, Executive Vice President at Axios Systems, said, "The foundation of successful ITIL® implementation is a strong focus on people, process and technology. It is critical that governments educate their staff on ITIL® best practices and processes because success can only be achieved when every member of staff maintains a certain level of competency."


Axios Systems is showcasing their expertise at the 4th Annual Kingdom e-Government Summit on May 27th and 28th in Riyadh, Saudi Arabia. Organised by French deal facilitation group Naseba and with support from official government partner Yesser, the two-day initiative aims to accelerate the integration of e-Government services across Saudi Arabia.


Summit speakers include H E Eng Dr Ali Al Khouri, Director General, Emirates Identity Authority; Dr Jarallah Al Ghamdi, CIO of Ministry of Education; Saleh Al Awaji, Deputy Director General of Department of Zakat and Income Tax; and Eng Massar Al Massar, General Director - ICT from Saudi Commission for Tourism and Antiquities.


"When successfully implemented, the application of ITIL® best practices is proven to deliver real-world, bottom-line results. ITIL® can be used to demonstrate compliance and measure improvement, which is critical for many governmental departments that must follow strict regulatory requirements while managing governance, risk and compliance issues," added Symeonides.


About Axios Systems


For more than 25 years, Axios Systems has been committed to innovation by providing rapid deployment of SaaS and on-premise IT Service Management (ITSM) software. With teams in 22 locations globally and over 1,000 successful customer deployments, Axios is a worldwide leader in ITSM solutions.


Axios’s ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams.


An out-of-the-box solution, assyst enables faster, less costly delivery and support of IT services better than any other enterprise-class ITSM solution, allowing our clients to offer unparalleled multichannel support.


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