IT Service Management, ITIL, And Enabling Tools In The Middle East

Last week I had the pleasure of attending ManageEngine’s first user conference and training event in the Middle East (Dubai to be specific); with event attendees not only from the UAE, but also Bahrain, Egypt, Kuwait, Oman, Qatar, Saudi Arabia, and Russia.

The one-day user conference element of the two-day event, offered me both fresh insight into how IT service management, ITIL, and enabling tools are being adopted in the Middle East, and first-hand experience of ManageEngine’s customers within the region.

This quick blog is intended to capture my views, thoughts, and opinions for the benefit of all.

The current state of IT service management in the Middle East?

My previous experiences of IT service management and ITIL in particular in the Middle East had been somewhat limited; but as with most things I had drawn my own opinions and conclusions based on the exposure (the proverbial joining of dots). So before last week I believed:

  • ITIL was talked about but with “implementations” driven from the higher echelons, or even outside, of the IT organization; adoption was slow and susceptible to resistance. It was a “good thing to do” rather than a business-focused means to an end.
  • That while customers (end users) are important the focus was still very much on the IT – the creation of IT rather than the consumption of IT services.
  • Middle Eastern companies value “prestige” and as such were most likely to buy Big 4 solutions for IT service management.
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