Workdeft Solutions provides IT service management (ITSM) consulting and implementation for enterprises across the UAE, Saudi Arabia, Bahrain, Kuwait and Qatar. Our certified consultants design ITIL-aligned incident, problem, change, request and asset processes and implement them on Freshservice, with licensing, integration and managed support from one partner.
What ITSM consulting from Workdeft covers
ITSM is the set of processes and tools an IT organisation uses to deliver services to employees: a service catalogue, incident and problem management, change and release control, asset and configuration management, and the reporting that shows whether SLAs are met. Our consulting starts with how your IT organisation works today, not with a tool, and produces a documented design before anything is configured.
- Current-state assessment of processes, tooling, volumes and pain points
- ITIL 4 aligned process design for incident, problem, change, request and knowledge
- Service catalogue and SLA model built from what employees actually request
- CMDB scope, asset classes and discovery approach
- Tool selection and licensing advice, with Freshservice as our primary platform
Why Freshservice for ITSM in the GCC
Freshservice gives mid-sized and large enterprises the ITIL processes they use at a fraction of the administration overhead of heavier platforms. As a Freshworks Platinum Partner we supply the licences, implement the platform and support it, which is why most of our 100+ Freshworks implementations across the GCC are ITSM programmes for telecom, banking, healthcare, retail and logistics organisations.
ITSM pricing: what drives the cost
An ITSM programme has three cost lines: platform licences (priced per agent per month by Freshworks, varying by edition), implementation services (scoped by the number of processes, request items, integrations and the data to migrate), and ongoing support or managed administration. We provide a single proposal that covers all three so there are no surprises after go-live.
Ready to talk about ITSM consulting?
Tell us what your IT, support or sales teams are wrestling with. We will come back with an approach, a timeline and the people who would deliver it.