Case Study: Ministry of Human Resources and Social Development achieves unified employee service management with Devoteam and ServiceNow

Ministry of HRSD reaps the benefits of efficient service management

The Ministry of Human Resources and Social Development (MHRSD), a Saudi Arabian government body, faced a significant challenge after a merger left it with a fragmented and inefficient mix of disparate IT service management systems. This created a poor employee experience, with 23,000 staff struggling to access support and information across multiple disconnected portals. The ministry enlisted its long-time IT consultant and ServiceNow partner, Devoteam, to unify and improve its service delivery.

Devoteam implemented the ServiceNow IT Service Management (ITSM) solution to create a single, unified portal called 'Khadamati'. This provided a one-stop shop for all services, featuring a single sign-on, a comprehensive service catalog, and self-help capabilities. The results were transformative: problem resolution was accelerated by 50%, 100% of IT requests are now managed through the portal, and 95% of employees use the self-service platform. Devoteam's solution significantly increased employee satisfaction and provided management with complete visibility into organizational performance.

Ministry of Human Resources and Social Development (MHRSD)

Mohammad Dahleh

Devoteam Partner