Case Study: Liwa International School achieves faster, more efficient service automation with SMART Service Desk

Liwa International School successfully implements SMART Service Desk IT Service Management Solution

Liwa International School, a prestigious private school in the UAE, was facing high costs and operational inefficiencies with its previous service desk solutions, which were difficult to upgrade and lacked modern self-service and reporting features. They evaluated solutions like ServiceNow and ManageEngine but selected the SMART Service Desk to address these challenges.

The SMART Service Desk provided a user-friendly, SaaS-based solution featuring ITIL® processes like Incident and Request Fulfillment. Implementation was completed in just one month, resulting in improved service levels, higher customer satisfaction, and reduced costs for the school. The measurable impact included an improved first-line resolution rate and a reduced Mean Time to Repair (MTTR).

Liwa International School

Shereen Gobran

School Principal