Case Study: Dubai Silicon Oasis Authority achieves faster, automated IT service delivery and real-time transparency with ServiceNow

Delivering an efficient and interactive IT service experience in Dubai

Dubai Silicon Oasis Authority (DSOA) is a government-owned technology park and free zone in Dubai that supports modern tech businesses and provides integrated living and working services. As the organisation grew, its legacy ITSM could not keep pace—manual tracking, lengthy follow-ups and limited automation hindered service delivery, reporting and alignment with business goals, prompting a need for a more flexible, mobile and standards-compliant IT service platform.

DSOA selected ServiceNow (with Fujitsu) and deployed core ITSM modules—incident, change, CMDB, knowledge, request, asset and reporting— to automate workflows, route requests accurately and enable self-service knowledge. The change cut transaction costs and time to resolution, delivered real-time dashboards and greater accountability, supported ISO 20000 certification, and positioned DSOA to expand into further automation and IT operations management.

Dubai Silicon Oasis Authority

Hamed AlAwadhi

Vice President