Case Studies

Saudi Electric Company – Service Level Management

Saudi Electricity Company is the sole electricity supplier in The Kingdom of Saudi Arabia, delivering power to all four regions.

Saudi Electricity Company selected a large suite of CA products, including CA Unicenter Service Desk, CA Unicenter Service Catalog, CA Unicenter Service Assure, CA Unicenter Service Metric Analysis, and CA Unicenter Asset Management. These products share a common workflow component that binds the processes between them – tightly integrating them to form a comprehensive Service Level Management solution for IT and non-IT services within the organization.

The project began with a prototype system architecture designed by CA to provide high availability and ready scalability. CA selected Rolta to implement this project, since our experience and expertise would be invaluable in the building and delivery of such a large and sophisticated Service Level Management solution.

This CA/Rolta solution was designed to improve the acquisition of services for more than 35,000 end-users by automating requisitioning, approval, and delivery of those services – as well as monitoring compliance with Service Level Agreements (SLAs) against defined performance and financial metrics. More than 65 services have been incorporated into this solution to date, including IT, transportation, material management, industrial security, and facilities management.

The salient features of this project include:

• Development of 135 complex workflows for approval and fulfillment processing
• Development of more than 1,200 forms for end-user service requests
• Creation of more than 250 Key Performance Indicators for SLA monitoring
• Providing a bilingual interface in Arabic and English for improved user experience
• Integration with the legacy mainframe system and applications
• Integration with an ERP system for billing management
• Integration with a third-party internal help desk system

The main benefits realized by Saudi Electricity Company include a significant reduction in time for service requisition and provisioning through automated processes. The Service Level Management solution also provides transparency by keeping stakeholders informed throughout the entire workflow cycle. Automated SMS-based notifications ensure rapid response to service requests. Additionally, tight integration with the ERP system and the internal help desk supports automated billing and asset management, respectively. The solution has enabled the customer to monitor key performance indicators in order to optimize service performance and streamline service provisioning.

The success of this project hinged on several customized functionalities, including enhancement of the `out of the box’ product features such as multilevel workflow escalations, attachment of electronic documents and bilingual user interface support. This highly complex project spanned almost a year and required close coordination and collaboration between the Rolta deployment team and the CA project management team. CA and Rolta together were successful in exceeding client expectations, which is evident from the following comment by CA’s Regional Manager:

“My biggest thanks and appreciation goes to Rolta, a preferred CA Services Partner. Rolta demonstrated both outstanding technical capabilities and a professional commitment to the success of this project. Rolta’s deployment team was of the highest caliber, going above and beyond the call of duty to meet the most challenging deadlines and showing tremendous flexibility in the face of constant changes in requirements.”