ITSM Best Practices for UAE Organizations

IT Service Management aligns IT operations with business needs. Here's how UAE organizations can implement ITSM practices that improve service quality and efficiency.

IT Service Management (ITSM) provides a structured approach to delivering IT services that meet business requirements. For UAE organizations where IT supports critical operations — from financial transactions to government services — mature ITSM practices ensure reliability, efficiency, and continuous improvement.

ITIL 4 Framework

ITIL 4 is the most widely adopted ITSM framework in the UAE. Its service value system provides a holistic approach to co-creating value through IT services. Key practices include incident management (restoring normal service quickly), problem management (identifying and eliminating root causes), change enablement (managing changes with appropriate control), and service request management (handling standard user requests efficiently).

Service Catalog and Portal

A well-designed service catalog gives users clear visibility into available IT services, expected delivery times, and how to request them. Implement a self-service portal where users can submit requests, track status, and access knowledge articles — reducing helpdesk call volume by 20-30%. Tools like ServiceNow, Freshservice, and Jira Service Management provide portal capabilities.

ITSM Tool Selection

For UAE enterprises, ServiceNow offers the most comprehensive ITSM platform but at premium cost. Freshservice provides excellent functionality at mid-market pricing. Jira Service Management integrates well with development teams using Jira. Microsoft Dynamics 365 Customer Service suits organizations already invested in the Microsoft ecosystem.

Bayden helps UAE organizations implement ITSM practices that improve service quality while optimizing IT operations costs. From framework selection and tool implementation to process design and team training, we build the service management capabilities your organization needs.