Industry: Chemicals
Product:
Micro Focus SMAX
Micro Focus Operations Orchestration
Outcomes
+ Improved service agent productivity with faster issue resolution time
+ Fully retained existing investment
+ Improved transparency and vendor accountability
+ Time and cost savings through rising trend in user self-service
+ Smart analytics enabled root cause and trend analysis of requests and incidents
Challenge
Consolidate asset and service management delivery while leveraging AI and machine learning to create a more efficient and engaging experience for 12,000 end users
Details
About Petroleum Development Oman
Petroleum Development Oman (PDO) is the leading exploration and production company in the Sultanate of Oman. The company delivers the majority of the country’s crude oil production and natural gas supply. PDO operates in a concession area of about 90,000 km2 (one third of Oman’s geographical area), has around 209 producing oil fields, 55 producing gas fields, more than 8,000 active wells, a diverse workforce of more than 8,500 employees, comprised of 70 different nationalities, and more than 70,000 contractors.
Requirement to Enhance Service Delivery Management
Around 2007, PDO committed to Micro Focus Service Manager for a process-driven service management strategy. This provided an improved service portal for all 12,000 end users and increased process automation and operational efficiencies. However, after 10 years it had grown heavy in customization which proved problematic not only in upgrading the solution, but also in its regular maintenance and updates.
Elchin Mahmudov, SMAX Technical Lead for PDO, explains further: “We’d added extra fields and database items. Even though this functionality may no longer be in use, it affected how we evolve the solution. We also wanted to use our data more intelligently, to support root cause analysis and effective trend analysis.
The company also aimed to consolidate its service and asset management into a single solution, as different solutions were in use for both. Mahmudov and the team were introduced to Micro Focus SMAX and evaluated this alongside ServiceNow. “We were tempted by ServiceNow, as other divisions in our company group use this,” says Mahmudov. “However, Micro Focus proposed a combination of SMAX and Micro Focus Operations Orchestration (OO) to automate our service delivery even further. We consulted with Gartner and were advised that SMAX was a market challenger at the time but was clearly progressing. We spoke to other organizations who had a very positive SMAX implementation experience and this, coupled with the fact that we could retain our existing license investment by upgrading to SMAX, made the decision for us.”
“We knew that implementing SMAX would be just the beginning of our journey. We now have the best integrated platform in the industry to enable full integration and automation to deliver value to our audiences.”
Elchin Mahmudov – SMAX TECHNICAL LEAD
Petroleum Development Oman
