The founder of ITSM Compass
I help IT leaders across the GCC run IT operations as a business function, not a support function. ITSM Compass is the practice I founded and lead from Dubai.
I have spent 8 years in IT service delivery across retail, pharma, energy, maritime and telecom. The work I know best is the part that decides whether the business trusts IT: SLA governance, major incidents, root cause analysis, vendor governance and the service desk.
I hold the ITIL (Version 5) Foundation and Strategy certifications and I am a PeopleCert ITIL Ambassador. I use the framework for direction, not as a script. The judgement about what to do at 2am, with a site offline, comes from having done the work.
What ITSM Compass is
An independent IT service delivery and governance consultancy based in Dubai. It does four things.
- The Lab. Free tools for SLAs, service desk staffing, downtime cost, root cause analysis and more. Each one shows its full answer on screen, with no sign-up, and what you type stays in your browser. Open the free tools →
- Insights. Practitioner articles on IT governance, major incidents, SLA design and the move to ITIL (Version 5). Read the articles →
- The book. Automated, Not Absolved: who stays accountable when AI runs IT. It is in writing, and chapter 1 is free to download. See the book →
- Services. ITSM health checks, ITIL and COBIT advisory, executive workshops, ITIL Foundation exam coaching and fractional service delivery leadership, for when you want that judgement applied to your own operation. See the services →
Credentials
Certificates issued by PeopleCert and ISACA. PeopleCert certificates can be checked on PeopleCert's own verification service. PeopleCert certificate verification →
- ITIL® Strategy (Version 5) PeopleCert
- ITIL® Foundation (Version 5) PeopleCert
- ITIL® Ambassador PeopleCert
- ITIL® 4 Leader: Digital & IT Strategy PeopleCert
- 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
Delivered in previous roles
These results were delivered in my previous roles at the organisations below. They are career evidence, not ITSM Compass client work.
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
One example: catching a VPN compatibility defect before sign-off on an enterprise migration averted a projected $2.5M business impact. That instinct — find the risk before it reaches the business — is what every engagement is built on.
Recognition
Lines from certificates and awards I received in those roles.
Awarded in recognition of your invaluable contribution to the successful launch and early journey of SAVA — the UAE's first homegrown Emirati modern retailer.
In recognition of your outstanding performance and contribution to the regional cloud migration project and its successful implementation in 4 countries.
Your ability to quickly identify the problems and provide efficient solutions saved me valuable time and helped me get back to work without further disruptions.
Talk to me
The quickest route is a free 15-minute call. You can also email, phone or WhatsApp me, or message me on LinkedIn.
- Email info@itsmcompass.com
- Phone +971 50 102 4159
- WhatsApp +971 50 102 4159
- LinkedIn www.linkedin.com/in/ahmed-nabil-itsm/
- Based in Dubai, UAE