After a four-year partnership, Injazat’s contract with Dolphin Energy for IT Services was up for review. But it was not easy for Dolphin to make an impartial assessment of Injazat’s service. “It was necessary to benchmark with peers outside the region as in UAE the IT Outsourcing market is not yet mature and diversified” says François Guiberteau, IT Manager, Dolphin Energy.

This could have been a tense time for Injazat, but it could also see the benefits of an external review. “Although we knew we were providing Dolphin with a good level of support and service, we wanted to understand what users thought of us throughout the organization and to see where improvements or cost savings could be made so we would be well-placed to discuss our contract going forward” says Ian Thomasson, Injazat’s Account Manager.

Dolphin turned to UK-based Outperform, specialists in process maturity reviews, to perform the assessment. Outperform partnered with ITOptima, specialists in IT performance and value measurement, to provide survey and analysis tools and benchmarks.

 “We valued the fact that we weren’t going to get just financial and statistical information from the assessment;, it was a much broader scope which would include the opinions of both users at ground level and an in-depth survey of senior management” says Guiberteau.

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