Saudi Arabia PIF Shared Services
Consultancy
Implementation
Transformation
Risk & Governance
Service Management
Strategy & Planning
Consultancy
Implementation
Transformation
Risk & Governance
Strategy & Planning
Service Management
Project Overview
Saudi Arabia’s PIF Shared Services needed a robust, scalable solution to elevate their service management capabilities and deliver a seamless customer experience. In just 12 weeks, we successfully implemented ServiceNow—transforming the organization’s approach to IT and business services.
Key Objectives
- Rapidly implement a full-featured ServiceNow environment.
- Enhance service quality and customer satisfaction.
- Introduce best-practice frameworks, including ITIL and Risk & Compliance governance.
Our Approach
1
Customer Service Portals
We designed and launched user-friendly portals that streamlined requests and improved visibility across 150+ service lines.
2
Tailored Workflows
We customized ServiceNow workflows to align with PIF’s unique business model, boosting efficiency and reducing manual tasks.
3
Custom Risk Management Application
To address specific compliance requirements, we developed a risk management module that ensures proactive oversight and governance.
4
Service Management Framework
We introduced ITIL processes and a governance framework to standardize operations, while crafting a 12-month roadmap for continuous improvement.
5
Coaching & Team Uplift
We worked closely with incumbent teams, providing hands-on training and mentorship to elevate their service management capabilities.