The platforms in this practice run the day-to-day of the IT organisation — every ticket opened, every change approved, every asset tracked, every customer interaction logged. Duroob has been delivering enterprise service management programmes in Saudi Arabia for over twenty years, with active production references across government, energy and financial services.

IT Service Management (ITSM)

A modern ITSM platform is more than a ticketing system — it is the system of record for how an IT organisation actually operates. Our practice delivers the full ITIL service lifecycle: incident, problem, change and request management; service catalogue and self-service portal; knowledge management; service-level management; and CMDB design and Discovery. Tested process accelerators, Arabic localisation, and integration patterns to legacy ticketing tools that protect existing investments.

IT Operations Management (ITOM) & AIOps

Discovery, Service Mapping, Event Management, AIOps and Cloud Governance — the disciplines that turn raw infrastructure telemetry into operational insight. We help clients move beyond reactive monitoring to proactive operations: events correlated and de-duplicated, business services mapped end-to-end, outages predicted before they impact users.

IT Asset Management (ITAM)

Hardware Asset Management (HAM), Software Asset Management (SAM), licence compliance and renewal management, and lifecycle tracking from procurement through disposition. Duroob delivers ITAM as a programme, not a tool deployment — with the governance, processes and integrations needed to keep asset data authoritative over time.

Customer Service Management (CSM)

Omni-channel case management, AI-powered virtual agents in Arabic and English, self-service portals for citizens, customers and partners, field service integration, and proactive customer service operations that resolve issues before customers report them.