ENHANCING IT SERVICE MANAGEMENT

Project Name: Enhancing IT Service Management

Client Name: National Bureau for Revenue (NBR)

Product / Solution: Motadata ITSM Solution -2025

 

Client overview:

The National Bureau for Revenue (NBR) is the government entity in the Kingdom of Bahrain responsible for the implementation and administration of taxes, primarily Value Added Tax (VAT) and Excise Tax. 

The National Bureau for Revenue (NBR) is responsible for the registration of entities and individuals subject to VAT, Excise, and DMTT as well as the following:

• Validating the return filings of the entities and the related assessment.

• Collecting the VAT, Excise and DMTT dues.

• Releasing refunds to the entities.

• Auditing and processing of any appeal.

• Monitoring and enforcement of compliance.

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Business Need:

The National Bureau for Revenue (NBR) required a comprehensive IT Service Management (ITSM) solution to streamline its IT operations and improve service delivery. The organization needed a platform that could efficiently manage incidents, requests, and IT assets while providing visibility into service performance. Additionally, NBR sought a scalable solution that could support future growth, integrate with existing IT infrastructure, and ensure minimal downtime for critical government services.

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Solution:

Fakhroo Information Technology was selected to implement Motadata ITSM software under a five-year agreement starting January 2025. The deployment included:

• ITSM Platform Implementation: Full setup of Motadata software to manage incidents, service requests, and IT assets effectively.

• Workflow Automation: Automated routine IT tasks, such as ticket routing, alerts, and reporting, to reduce manual effort and improve response times.

• Integration & Customization: Integration with NBR’s existing IT systems and customization of workflows to meet specific government requirements.

• Support & Maintenance: Ongoing technical support and software updates to ensure uninterrupted operations throughout the five-year contract.

 

Result:

The implementation of Motadata ITSM software is expected to significantly enhance NBR’s IT operations:

• Improved Service Efficiency: Faster incident resolution and streamlined request handling reduce downtime and improve user satisfaction.

• Enhanced Visibility & Reporting: Real-time dashboards and reports provide management with actionable insights into IT performance and resource utilization.

• Operational Consistency: Standardized workflows ensure consistent IT service delivery across all departments.

• Future-Ready Infrastructure: A scalable, robust ITSM platform that can adapt to evolving requirements and support NBR’s ongoing digital transformation initiatives.

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By leveraging Motadata software and Fakhroo Information Technology’s expertise, NBR is poised to strengthen IT governance, improve service management efficiency, and enhance the overall effectiveness of its IT operations.