90 Dubai Municipality staff acquire ITIL certificates

This was announced by Abdul Hakim Malik, Director of Information Technology Department at Dubai Municipality, who noted that as part of the initiative, titled ACE (Arabian Centre of Excellence), an integrated set of best practices will be implemented in line with ISO/IEC 20000 rules and conditions, which assures the quality of delivered IT-services.

"Dubai Municipality's IT Department aims to be the first governmental organisation in the region to achieve this certification and thereby enhance the reputation of DM by taking a leadership role in IT Service Management quality,"

he said.

Explaining the key benefits of the initiative, he said it will increase customer satisfaction, enhance DM's reputation, reduce the risk and impact of IT failures and optimize the cost effectiveness of the department.

"Service management improvement projects will typically involve many people, and the results will affect many more," said Malik.

He said improving service management within Dubai Municipality requires significant cultural change by ITD employees as well as ITD customers and users. The possession of ITIL certificates by 90 employees of this department is one of the crucial steps in this regard as it will enable them with the necessary skills to hug this change, he noted.