Bringing Structure to IT Service Delivery in a Federal Cultural Institution

Executive Perspective

Across government organisations, internal IT service delivery has become a critical foundation for operational continuity and employee trust. As institutions expand in scope and digital dependency increases, informal support models often struggle to keep pace with expectations.

In federal entities with multiple departments and diverse user groups, the absence of structured service management can quickly lead to fragmented communication, unclear accountability, and inconsistent user experiences. Introducing structure is no longer a matter of efficiency alone, it is about governance, transparency, and confidence in day-to-day operations.

“Effective IT service management is not about tools alone. It is about creating clarity, accountability, and repeatability in how services are delivered.”

- Gartner

The Challenge

The federal cultural institution supported by Cognigate faced a common but impactful challenge. IT support requests were being raised through multiple informal channels, including emails and direct follow-ups, making it difficult to maintain consistency or visibility.

From an operational standpoint, this resulted in:

• Limited insight into request volumes and response performance

• Difficulty prioritising work across departments

• Heavy reliance on individual effort rather than defined processes

For employees, the experience was equally unclear. There was no single place to submit requests, track progress, or understand expected response timelines. While the IT team was capable and committed, the lack of a unified service structure limited its effectiveness.

Cognigate’s Approach

Rather than starting with configuration, the focus was on alignment.

Cognigate worked closely with stakeholders to first establish a shared understanding of how IT services should operate within the organisation’s governance framework. This included clarifying service boundaries, defining what constituted incidents versus service requests, and agreeing on realistic service expectations.

Only once this operational foundation was in place did the implementation move forward. The approach prioritised simplicity, adoption, and long-term sustainability over complexity or over-customisation.

The Solution in Practice

Freshservice was introduced as the central platform for managing IT services across the institution. The implementation focused on creating a single, structured entry point for all IT-related requests.

In practice, this included:

• A clearly defined service catalogue aligned with actual services provided

• Standardised workflows for incidents and service requests

• Role-based access for IT teams and administrators

• A bilingual user experience supporting both Arabic and English users

Equal attention was given to enablement. Clear guidance and onboarding support helped ensure that employees understood how to use the system and what to expect from it.

Outcomes and Operational Impact

Following go-live, the organisation gained immediate visibility into its IT support operations.

IT teams were able to manage requests more consistently, prioritise work based on defined criteria, and reduce reliance on informal communication. Management gained access to clearer reporting, enabling better oversight and more informed decisions.

From the user’s perspective, the experience became predictable and transparent. Requests could be submitted through a single portal, tracked in real time, and resolved within clearer expectations. Over time, this consistency helped build confidence in the IT support function across the organisation.

Industry Insight & Practical Takeaway

Public sector organisations increasingly recognise that service maturity starts with structure. When internal services are governed by clear processes and supported by transparent systems, operational efficiency and trust tend to improve together.

“Operational excellence is achieved when processes are designed around clarity, not complexity.”

- Deloitte Insights

For organisations facing similar challenges, the lesson is clear: establishing a structured service management model creates the conditions needed for reliability, accountability, and continuous improvement, regardless of organisational size or mandate.