The snapshot
1
180 IT and business services automated
2
4 months of development
3
40,000 employees now benefiting
The challenge
The Ministry of Justice (MoJ) is a government agency in Saudi Arabia that was established in 1970 to uphold citizens’ rights and oversee the administration of the country’s court system. The MoJ’s primary mission is to ensure the justice environment is based on Islamic law and provide, organise, and develop judicial and notarial services.
In 2020, Saudi Arabia’s MoJ found itself facing two main challenges: the first was to develop its role in keeping Saudi Arabia at the forefront of the region’s digital transformation, and the second was to maintain its levels of service provision during a global pandemic.
MoJ needed to combine a series of siloed systems into one universal platform that would connect both IT and business services. It also needed to simplify the process of integrating and managing excessive workloads through a user-friendly interface. Success for the MoJ would depend on building effective, efficient, reliable, and well-developed technical and business processes.
The solution
Working with IT service management specialist Devoteam, the MoJ developed a strategy. Automation would mean identifying and delivering repeatable, measurable, and auditable workflows, with twin objectives of optimising efficiency and increasing the department’s oversight.
The MoJ had already invested in ServiceNow IT Service Management (ITSM) as a replacement for its legacy IT support system but soon discovered that ServiceNow solutions had the potential to develop and automate other core processes.
Adopting a platform approach, the MoJ and Devoteam built a team dedicated to supporting shared services and reducing time-consuming manual processes, using the Now Platform and ITSM as the basis for the overall process. Tasks ranged from simple email replacements to the development of complex applications capable of coordinating the work of entire departments.
The better change
The process of standardisation has led to improved accountability for the MoJ, and its leadership teams have improved visibility into performance across the department’s wider operations.
Handling requests and incidents across the MoJ’s entire technology landscape with ServiceNow ITSM, the experience for both clients and employees has been significantly improved.
The Now Platform with ITSM has since enabled the MoJ to automate around 180 processes and deploy around 20 custom ServiceNow business services using low-code/no-code development
Given our complex infrastructure and stringent requirements, the implementation process went brilliantly. From start to finish, the project was smooth and well-planned, using agile methodologies.
Maraheb Alrashidi
Da’em Service Center Manager/Project Manager, Saudi Arabian Ministry of Justice
