Saudi Post | SPL - Mabadea SA

Saudi Post | SPL

Project: ITSM/ITIL Process Assessment, Design and Implementation ITSM Process Optimization
Category: ITSM

About

Saudi Post, also known as SPL (Saudi Post | SPL), is the official postal and logistics provider in Saudi Arabia.

It provides a range of services including postal, financial, and logistics solutions to individuals and businesses.

Saudi Post was established in 1926 and is a government corporation that regulates and provides postal services throughout the Kingdom

Scope Of Work

This project focused on a comprehensive ITSM Process Optimization initiative within Saudi Post-SPL’s Information Technology department.

The core objective was to assess the current ITSM maturity level for six key ITIL processes, utilizing a rigorous framework based on the ITIL maturity model, COBIT 5, and ISO 20000 standard requirements.

This involved a full analysis and assessment of the existing ITSM system to identify areas for improvement and provide actionable recommendations to enhance overall IT service management capabilities.

Achievements & Deliverables

This project successfully delivered a comprehensive assessment of Saudi Post-SPL's ITSM maturity level, specifically evaluating six key ITIL processes. Through a full analysis of the existing ITSM system, including its implementation via Microsoft System Center (Service Manager), and conducted against the stringent benchmarks of the ITIL maturity model.

COBIT 5, and ISO 20000 standard requirements, the project provided a clear understanding of current capabilities. A primary deliverable was the identification of critical ITSM improvement areas, along with actionable recommendations designed to enhance the Information Technology department's service management efficiency and compliance.