Executive Summary

ARO Drilling, a Saudi Aramco–Valaris joint venture, was growing fast—and needed an IT infrastructure that could keep up with their expansion across Saudi Arabia’s offshore sector.

Alnafitha IT partnered with ARO to build a modern IT foundation using ManageEngine: ServiceDesk Plus, PAM360, and Endpoint Central.

The outcome: faster response times, higher resolution rates, and an infrastructure ready to support ARO’s next phase of growth.

The Challenge

When ARO launched operations, they recognized the importance of establishing a solid IT service management foundation from day one. However, as the business grew, their initial systems began showing limitations that threatened operational efficiency and customer satisfaction.

Legacy Telephony Limitations

The existing telephony system struggled to keep pace with ARO’s expansion. Key pain points included:

• Scalability constraints that couldn’t accommodate growing call volumes
• Integration gaps preventing seamless data flow between systems
• Limited customer experience capabilities affecting service quality

The Need for a Full-scale IT Framework

ARO needed more than a quick fix. They required an integrated ecosystem that would support IT service management, security, asset management, and customer communications—all aligned with industry best practices.

The Solution

Alnafitha Information Technology partnered with ARO to design and implement a complete IT management ecosystem built on ManageEngine’s enterprise solutions.

Solution	Business Impact
ServiceDesk Plus	ITIL-aligned service desk with automated ticket routing, SLA management, and comprehensive reporting
PAM360	Privileged access management securing critical accounts with session recording and automated password rotation
Endpoint Central	Unified endpoint management for devices, patches, and software deployment across the organization

Why ServiceDesk Plus?

After evaluating multiple options, ARO selected ServiceDesk Plus for several compelling reasons:

• Intuitive interface enabling quick team adoption
• ITIL framework alignment ensuring industry best practices
• Cost-effectiveness compared to enterprise alternatives
• Native integration with other ManageEngine products

The Alnafitha Difference

Selecting the right technology is only part of the equation. ARO chose Alnafitha Information Technology as their implementation partner for their proven expertise in IT service management and enterprise solutions. “Alnafitha demonstrated a deep understanding of our business requirements and worked closely with us to evaluate various options. Through a collaborative and consultative approach, they helped us identify a solution that was both scalable and aligned with ITIL best practices.” ARO Team Alnafitha’s approach focused on understanding ARO’s unique operational needs before recommending solutions, ensuring smooth transition with minimal disruption, and building a foundation for long-term value and scalability.

The Results

Since implementation, ARO has experienced measurable improvements across their IT operations:

Faster Response	Higher Resolution	Greater Satisfaction
Reduced time to first response	Improved ticket resolution rates	Enhanced end-user experience

The solution’s reporting and automation capabilities have enhanced ARO’s ability to monitor performance, ensure accountability, and continuously improve service delivery.

What’s Next for ARO?

With this foundation in place, ARO now has the infrastructure to scale confidently, adding new users, services, and locations without rebuilding from scratch.

Let’s Talk

Have a similar challenge? Alnafitha Information Technology helps businesses across Saudi Arabia modernize their IT operations. Let’s discuss how we can help. Contact our team