Unifying IT Ops for a Modern Experience
About the Customer
A leading enterprise in the Middle East operating across real estate, hospitality, community services, entertainment, and technology. With a complex, multi-entity structure and a large operational footprint, the customer sought to modernize its IT foundations to deliver consistent, high-quality digital services across business units.
Background
End-user support processes were largely manual, resulting in MTTR ranging from ~12 hours to 2 days for common service requests. The scale and distributed nature of operations further increased dependencies on service teams, impacting productivity and responsiveness. The customer looked to streamline service delivery, establish governance across multiple entities, and introduce automation to improve efficiency, accuracy, and user experience across its enterprise IT ecosystem.
Solution
A multi-entity automation fabric was deployed through DigitalXC’s role-based, audit-ready platform, enabling a unified yet securely segmented operating model. The solution standardized service delivery across business units, digitized common workflows, and introduced governed automation for high-volume IT operations. This transformation strengthened compliance, improved visibility, and delivered scalable operational efficiency across the customer’s diverse enterprise landscape.