IT Service Delivery · Governance · Dubai
Turning IT Operations
Into Business Value.
ITSM Compass is an independent IT service delivery and governance consultancy in Dubai. We help IT leaders across the GCC run IT as a business function, with SLA frameworks, governance and decision rights that hold up in front of a board.
Experience atMAJID AL FUTTAIM - RETAILGLAXOSMITHKLINE - [ GSK ]Hitachi EnergyMubarak Marine GroupVODAFONE
IT Downtime Cost Calculator
Every tool in the Lab is free →—
Estimated cost of a 4-hour outage, using the tool's example retail inputs.
Run it with your own numbers →ITSM Compass Lab
Free tools for people who run IT services.
Dashboards and calculators built from real service desk, SLA and major incident work. No sign-up, and your data stays in your browser.
New · Root cause
Root Cause Analyser
Five structured passes over your own evidence — is/is-not, fishbone, five whys, Pareto, change correlation — then a ranked list of causes and the gaps worth closing.
Find the cause →New · Business caseIT Downtime Cost Calculator
Put a number on an outage and see what each availability target is worth a year. Built for board papers.
Cost an outage →New · DashboardService Desk Performance Dashboard
Drop in a ServiceNow, Jira or Freshservice export. Get SLA by priority, backlog trend, ageing, busy hours and what to fix first.
Open the dashboard →New · CapacityService Desk Staffing Calculator
Erlang C staffing: how many agents you need for your service level, with shrinkage, occupancy and an hour-by-hour plan.
Plan your staffing →New · WorkflowProblem Review
Find the incidents you keep resolving twice, explain the top one with structured root cause analysis, and agree who owns closing it.
Start a problem review →3 minutesITSM Maturity Check
Score governance, service levels, major incidents, vendors and automation, with the first thing to fix in each.
Take the assessment →CalculatorSLA & Availability Calculator
See the downtime 99.9% really allows, check delivered availability after an outage, and find the weakest link in your service chain.
Open the calculator →GCC · Business hoursGCC SLA Business Hours Calendar
Set working weeks, Ramadan hours and public holidays for the UAE, Saudi Arabia and the rest of the GCC. Every Lab tool measures SLAs with it.
Set your calendar →GuideITIL 4 to ITIL (Version 5)
What changes, which exam to book, and the transition routes for ITIL 4 certificate holders, based on PeopleCert's published details.
Read the guide →Career achievements
98–99%
SLA compliance across 5 regulated sectors
AED 5.5M
(15%) OPEX cut via vendor consolidation
$2.5M
impact averted: VPN defect caught before sign-off
8 yrs
across retail, pharma, energy, maritime & telecom
Free ITSM maturity check
Where does your IT service delivery really stand?
Ten questions, three minutes. Get an instant score across governance, service levels, major incidents, vendors and automation — and the first thing to fix in each.
Take the free assessment →Governance72%
Service levels58%
Major incidents45%
Vendors & cost81%
Automation & AI33%
Example resultServices
Ways to work with me.
Start here
Discovery Call
A free, no-obligation conversation about where your service delivery hurts and whether I can help.
- 15 minutes, no pitch
- Straight answer on fit
- Two things you can act on regardless
Free
Training
ITIL® Foundation Exam Preparation & Coaching
Focused preparation for the ITIL Foundation exam, taught by someone who holds it and applies it daily. Exam booked separately through PeopleCert.
How it works →- Live sessions, ITIL 4 or ITIL (Version 5)
- Practice questions & exam technique
- Real-world context, not memorisation
Advisory
ITIL & COBIT Advisory Session
One-on-one strategic advisory on governance, SLA design, incident leadership, or framework rollout.
How it works →- 60-minute focused session
- Tailored, actionable guidance
- Follow-up notes & next steps
Workshop
Executive Workshop & Training
Half-day session for leadership or IT teams on governance, value-led IT, or responsible AI in ITSM.
How it works →- Customised to your context
- Up to 15 participants
- Materials & recap included
Assessment
ITSM & Governance Health Check
A structured review of your service management maturity against ITIL and COBIT, with a prioritised action roadmap.
How it works →- Maturity assessment & gap analysis
- Risk and quick-win identification
- Executive summary & roadmap
Retainer
Fractional Service Delivery Manager
Ongoing senior IT service delivery and governance leadership, without a full-time hire.
How it works →- Monthly governance & SLA oversight
- Vendor & incident leadership
- Board-ready reporting
🔒 Every engagement is scoped to your situation. Enquire below and I'll reply with a tailored proposal.
Career Track Record
Where I've delivered.
MAJID AL FUTTAIM - RETAIL
- Reduced P1/P2 incident recurrence by 40% within 12 months through structured root cause analysis
- Migrated 600+ users across identity, endpoint, VPN, Windows 11 and MDM with zero disruption
- Trusted IT advisor to the CEO and C-suite, translating migration risk into clear go/no-go decisions
GLAXOSMITHKLINE - [ GSK ]
- Delivered a Gulf-wide Windows 11 rollout in 3 months, reducing endpoint downtime by 23%
- Managed ServiceNow ITSM operations, achieving 99% SLA compliance across the region
- Boosted phishing detection by 42% via targeted cybersecurity awareness programmes
Hitachi Energy
- Reduced IT operating costs by 15% (AED 5.5M) through vendor consolidation and contract rationalisation
- Led the Intune endpoint migration, cutting provisioning effort by 20%
- Mentored and developed a team of 6 engineers, increasing CSAT by 27%
Mubarak Marine Group
- Hardened onboard networks and VSAT links on 32 vessels, cutting fleet IT downtime by 40%
- Deployed Planned Maintenance Systems (PMS) fleet-wide, leading setup, crew readiness and support handover
- Standardised offshore triage, escalation and documentation for vessel crews without on-site IT support
VODAFONE
- Resolved 100+ technical incidents daily across a nationwide telecom environment
- Maintained 92% CSAT and 95% first-contact resolution (FCR)
- Reduced ticket resolution time by 35% by building and maintaining a structured knowledge base
What I focus on
Six pillars of value-led IT.
IT = Business Value
AED 5.5M (15%) cut from regional OPEX through vendor consolidation and asset lifecycle governance.
Service Delivery
98–99% SLA compliance across five regulated sectors, and 40% fewer repeat P1/P2 incidents within 12 months.
Frameworks: ITIL & COBIT
ITIL (Version 5) Strategy certified and applied daily — practice, not theory.
AI in ITSM
Responsible adoption: augment people, never replace judgement. Human oversight is non-negotiable.
Governance
Catching risk before sign-off — like the $2.5M business impact averted on one migration.
Leadership
Mentored a team of six engineers to a 27% CSAT lift. The standard doesn't change with seniority.
How we work together
From first call to board-ready results.
- Step 01
Discovery call
Where your service delivery hurts, and a straight answer on whether I can help.
- Step 02
Health check
Service management maturity measured against ITIL and COBIT, with risks and quick wins identified.
- Step 03
Roadmap
A prioritised action plan and an executive summary your leadership team can act on.
- Step 04
Deliver & govern
Workshops, team coaching or fractional service delivery leadership to see it through.
Governance Frameworks
Frameworks I design within.
ITIL 4 & v5
Service value system, practices, and governance design.
COBIT 2019
Governance & management objectives, board-level control mapping.
ISO/IEC 20000
Service management system alignment for audit-ready operations.
ISO/IEC 27001
Information security governance woven into service delivery.
NIST CSF
Cyber resilience posture applied to IT operations.
How the frameworks connect.
Credentials
Certified. Applied. Business-first.
ITIL® 4 Foundation Certificate in IT Service Management
PeopleCert
ITIL: How to Implement (MASTER CLASS)
PeopleCert
Exploring ITIL 4 Practices
PeopleCert
AI in ITSM
PeopleCert
ITIL® AI Governance Unlocked
PeopleCert
COBIT® 2019
ISACA
AGILE IT Service Management
PeopleCert
SCRUM Master
PeopleCert
Mastering Project Priorities
PeopleCert
Mastering Project Delivery
PeopleCert
Issued by PeopleCert and ISACA.
Recommendations
What leaders who've worked with me say.
[He] is a dedicated and polite person who is always searching for solutions instead of describing the challenges and problems. His positive attitude and skills make it very easy to work with him and build lasting solutions.
Dr. Günther Helm
CEO, Majid Al Futtaim, Founder of SAVA, Hypermax & Bright Bites
He approaches IT service delivery as a true business enabler, ensuring stability across fast-paced retail environments. During high-pressure incidents, [he] remains calm, structured, and impact-focused — coordinating stakeholders effectively and driving sustainable root cause resolution.
Mohammed Al Omari, MBA
Lead – Retail Technology, Majid Al Futtaim
One of his standout contributions was in streamlining IT service delivery processes — helping us reduce response and resolution times significantly while improving internal SLA adherence. His ability to stay calm and methodical under pressure made him a go-to resource during critical incident response scenarios.
Muhammad Adeel
Head of Technology, GSK
[He] is extremely calm, a great listener, and can handle with ease any work under pressure while always delivering outstanding results. His proactive approach and attention to detail often helped to prevent potential disruptions before they escalated.
Ivo Ivanov
Cybersecurity Director for CNE (Central & Northern Europe)
[He] is a sincere professional who does his work with passion. His follow up to ensure the work is done fully is unmatched!
Sharif Nackouzi
Vice President Segment Sales and Business Development-Grid Automation-MEA
Had the pleasure working with [him]. [He] is demonstrating great ownership and competence when it comes to issues resolving, response quality and speed and customer satisfaction.
Ayman Ismail
Vice President-Government Relations, MEA | Co-author of Entrepreneurship in Egypt from evolution to revolution
[He] consistently demonstrated strong leadership qualities, effective communication, and a collaborative spirit that made him an asset to any cross-functional team. He was not only reliable and detail-oriented.
I can confidently say he is one of the most dedicated and knowledgeable professionals I’ve ever worked with. His deep technical expertise, combined with a solution-oriented mindset, always brought great value to our projects.
Ahmed Achraf
HUB Quality and Continuous Improvement Manager I MEA Region Grid Automation at Hitachi Energy
Client reviews
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Questions
What IT leaders usually ask first.
Do you work outside Dubai?
Yes. I'm based in Dubai and work with organisations across the GCC, remotely or on site depending on the engagement.
How is pricing set?
Every engagement is scoped to your situation, so there is no fixed price list. The 15-minute discovery call is free, and afterwards I send a tailored proposal.
Are you an accredited ITIL training provider?
No. I coach candidates for the ITIL Foundation exam, which you book directly with PeopleCert. Advanced ITIL (Version 5) modules require accredited training, and I can point you to the right route.
What does an ITSM health check give me?
A structured review of your service management maturity against ITIL and COBIT: a gap analysis, the main risks and quick wins, and an executive summary with a prioritised roadmap.
What is a fractional service delivery manager?
Ongoing senior IT service delivery and governance leadership for a set number of days a month, without the cost and delay of a full-time hire.
Can I check where we stand before we talk?
Yes. The free ITSM maturity assessment takes about three minutes and scores governance, service levels, major incidents, vendors and automation, with the first thing to fix in each.
Ready to strengthen your IT operations?
Book a free 15-minute call and we'll map out where governance, SLA discipline, or service delivery leadership can move the needle fastest.
Contact