Saudi Data and AI Authority

Saudi Data and AI Authority

Project: ITIL Maturity Assessment & Audit Project
Category: ITIL

About

The Saudi Data and AI Authority (SDAIA) is the central government body in Saudi Arabia responsible for driving the national agenda for data and artificial intelligence.

Established in 2019, SDAIA aims to position the Kingdom as a global leader in data-driven economies and leverage AI to achieve the goals of Vision 2030.

Scope Of Work

This project is designed to conduct a comprehensive ITIL Maturity Assessment & Audit for the National Information Center (NIC) under the Saudi Data & AI Authority (SDAIA).

The primary objective is to evaluate the current state of NIC’s IT Service Management (ITSM) processes against ITIL best practices and established industry benchmarks.

This initiative aims to identify strengths, pinpoint areas for improvement, assess process effectiveness, and provide actionable recommendations to enhance service quality, optimize operational efficiency, and elevate the overall maturity of NIC’s IT service delivery in alignment with SDAIA’s strategic goals and its crucial role in Saudi Arabia’s digital transformation.

Achievements & Deliverables

Over its three-year duration, the ITIL Maturity Assessment & Audit project for SDAIA's National Information Center (NIC) achieved significant milestones. A primary accomplishment was the establishment of a detailed baseline of current IT Service Management (ITSM) maturity, providing a comprehensive understanding of NIC's operational strengths and weaknesses across all key ITIL processes.
This led to the identification and quantification of critical compliance gaps and process inefficiencies, enabling data-driven prioritization of improvement initiatives.

Crucially, the project culminated in the development and implementation of a multi-year, phased roadmap for ITIL maturity uplift, successfully guiding NIC towards enhanced service quality, optimized resource utilization, and stronger alignment with SDAIA's strategic objectives.

This sustained effort ultimately significantly elevated NIC's overall IT service delivery capabilities, fostering a more robust, agile, and efficient IT environment crucial for supporting Saudi Arabia's digital transformation agenda.