An Islamic bank in Oman that offers a range of banking services and products to individuals and businesses. The Bank has headquarters in Muscat, Oman, with several branches and ATMs across Oman.

As a growing bank, the client faced challenges in

• optimum utilization of IT assets,
• Meeting Internal SLA for optimum service
• High turn Around time in facilitating new offerings of the Bank
• High Dependency on a Small Team Managing the IT Infrastructure
• IT Security & Compliance adherence

The Bank Selected ManageEngine products to address all the desired needs. While the ManageEngine products were meant to streamline the operations, the service provider engaged could not satisfy the Bank’s needs.

KICT Professional Services team engaged with the Bank and Streamlined all the products procured by the Bank by working along with the Banks Team.

The KICT Professional Services Team was divided into two streams: one to address the Information Technology Services Management  (ITSM) and another to finetune the Information Technology Operation Management.

In the ITSM domain, The ManageEngine Service Desk Plus was brought to the latest built seamlessly. Identity and access management products AdManager Plus, Ad Audit Plus, and Exchange Reporter were streamlined. Mobile Device Manager was introduced to have relevant controls on the devices of end users of the Bank, covering all the Audit and security requirements on a timely basis.

The ITOM domain team focused on the OP Manager to ensure the IT infrastructure’s visibility and usage, promptly report on gaps misuse, and proactively report faults in IT equipment to ensure all the required maintenance is conducted to ensure the IT Services SLA is met.

The Bank has a greater insight into its IT Infrastructure and is very proactive in providing the required services to its stakeholders.

Compliance Audits have become very easy. Reports are available at any point in time. Vulnerabilities are identified and capped within the SLA period to ensure the smooth operation of the Bank. Capacity Planning, which was a nightmare, has become an easy task. Existing and New Loads are optimally reported, reducing IT infrastructure maintenance costs.Robust Service Desk platform to address all the IT Service management with comprehensive  Knowledge Management to reduce TAT and provide better services.

The KICT Professional Services Team trained on all the streams of the ManageEngine Products used by the Bank. KICT has invested in research by setting up Labs for ManageEngine Products wherein the customer scenario is stimulated, which helps in providing the exact solution that the client is looking for.