Executive Summary
AlRawaf Company, a leading Saudi construction firm, faced scattered IT support requests across emails and spreadsheets, causing delays and missed commitments. Working with Alnafitha IT, they implemented ManageEngine ServiceDesk Plus Cloud to centralize operations with automated workflows. The project delivered faster response times, improved compliance, and complete infrastructure visibility, positioning AlRawaf for continued growth in the Saudi construction market.
When Operations Outgrow Systems
AlRawaf Company faced a critical juncture. Their rapid growth in the construction sector created operational pressures that their existing IT infrastructure couldn’t handle effectively.
The Operational Challenges:
- Scattered Communication: Support requests distributed across multiple email accounts, creating response delays and accountability gaps
- Manual Processes: Incident tracking through spreadsheets consumed excessive administrative time
- Asset Invisibility: IT inventory management lacked centralization, making equipment tracking and maintenance scheduling difficult
- Uncontrolled Changes: System modifications occurred without proper documentation or approval workflows
- Limited Visibility: Management lacked access to performance metrics and operational insights needed for strategic decisions
“We were experiencing rapid business growth, but our IT service management capabilities weren’t scaling accordingly.” โ Islam Selim, IT Manager at AlRawaf Company
The Solution Selection Process
After full-scale evaluation, AlRawaf Company selected ManageEngine ServiceDesk Plus Cloud as their IT service management platform.
Implementation Scope:
| Module | Capability |
| Incident Management | Centralized request handling and resolution tracking |
| Service Catalog | Standardized service offerings with user self-service capabilities |
| Change Management | Controlled modification processes with approval workflows |
| Asset Management | Full IT inventory tracking and lifecycle management |
| Project Management | Structured approach to IT initiatives and implementations |
The Process That Made the Difference
Discovery Phase
The Alnafitha IT team conducted extensive stakeholder interviews across all technical groups, documenting existing processes and identifying improvement opportunities. This comprehensive assessment formed the foundation for the implementation strategy.
Design and Configuration Phase
Based on the discovery findings, the team developed ITIL-aligned processes specifically tailored to AlRawaf’s operational requirements. The ServiceDesk Plus configuration included automated workflows, SLA policies, escalation procedures, and customized priority matrices.
Training and Knowledge Transfer Phase
The implementation concluded with comprehensive training programs and detailed documentation transfer, ensuring AlRawaf’s technical teams could effectively operate and maintain the new system.
“The project execution demonstrated exceptional professionalism, with particular recognition to Eng. Mohamed Refat for his technical expertise and responsiveness throughout the implementation.” โ Islam Selim, IT Manager at AlRawaf Company
The Business Impact and Key Benefits
| Impact Area | Key Improvements |
| Key Improvements | Centralized request handling, automated workflows, and enhanced SLA compliance |
| Asset Control | Complete IT inventory visibility, proactive maintenance scheduling, and controlled change management |
| Management Visibility | Real-time dashboards, performance metrics, and trend analysis for data-driven decisions |
| Overall Impact | Faster response times, improved user satisfaction, increased productivity, and better compliance |
What AlRawaf Management Really Thinks
“We are very satisfied with the solution and the implementation process. The system has significantly improved our IT operations and service delivery. We highly recommend Alnafitha IT for their professionalism and expertise.” โ Management Team, AlRawaf Company
Long-Term Value and Strategic Outcomes
The ServiceDesk Plus implementation established a scalable IT service management foundation that supports AlRawaf’s continued business expansion. The transformation delivered tangible returns across multiple dimensions:
- Operational Efficiency: Reduced manual processes and improved resource utilization
- Service Quality: Enhanced service levels and user satisfaction
- Risk Management: Better control over IT changes and asset management
- Strategic Capability: Data-driven insights supporting business decisions
- Compliance: Enhanced audit readiness and regulatory alignment
- Competitive Position: Superior service delivery capabilities as a market differentiator
Conclusion
AlRawaf Company’s IT service management transformation demonstrates the business value achievable through strategic technology implementation. The partnership with Alnafitha IT and the deployment of ManageEngine ServiceDesk Plus delivered measurable improvements in operational efficiency, service quality, and management visibility.
