Zulekha Hospital Wins 'Healthcare deployment of the year' award at
the ICT Achievement Awards 2013
The hospital was recognized for its implementation of ITIL best practices and receiving the ISO
20,000 certification for process management.
Dubai, UAE, October 23, 2013: ManageEngine, the real-time IT management company, today announced
that its customer, Zulekha Hospital has won the prestigious ‘Healthcare deployment of the year’ award for its
ITSM implementation at the annual Computer News Middle East ICT Achievement Awards 2013 held at the
Emirates Towers Godolphin Ballroom on October 20, 2013. The hospital, which was the first in the GCC
region to achieve the ISO 20,000 certification for process management, was recognized for improving its
service management by implementing ITIL best practices with the help of ManageEngine ServiceDesk Plus.
“We are honored to win this prestigious award after being selected by an eminent jury of experts, who
recognised and acknowledged our efforts to improve service management through technology as an enabler.
Zulekha Hospital was the first hospital in the GCC region to take the quality initiative by implementing the
Information Technology Infrastructure Library’s (ITIL) best practices and also the first to achieve the ISO
20,000 certification for its 2005-standard certification in 2011. This award is recognition of our hospital’s
efforts to provide better patient care and customer service through our IT systems and initiatives,” said Ali
Asghar Bohari, Director-IT, Zulekha Hospital.
Zulekha Hospital deployed ManageEngine’s ServiceDesk Plus with the help of Elister Technologies,
ManageEngine’s UAE partner, who were consultants all the way to help implement ITIL best practices and
gain certification for the world’s most trusted approach to IT service management. With this implementation,
the hospital was able to start documenting and logging in calls into the ServiceDesk Plus software, and later
included incident management, problem management and change management.
“With this implementation, our approach became proactive from reactive and everything is now documented.
All records are now available on our hospital management software as well as on the doctor’s desktop,
where he can get the patient’s medical history at a glance and can start treating the patient without wasting
any time. We are happy with the consultation we received from Elitser Technologies during the entire
implementation phase and after using ManageEngine ServiceDesk Plus, I can say it is one of the best tools
for ITSM. After seeing what ITIL best practices can do, we are now looking forward to achieving the ISO
27,000 certification for security practices and ISO 22,301 certification for business continuity and disaster
management practices,” added Mr. Bohari.
“We would like to congratulate Zuleka Hospital for winning the ‘Healthcare deployment of the year award’ for
its ITSM implementation. It gives us immense pride that our ITSM product ServiceDesk Plus was preferred
by Zulekha Hospital for advancing their patient care and customer service management. ” said Nirmal
Manoharan, Regional Director (Sales), ManageEngine. “ManageEngine ServiceDesk Plus is positioned in
Gartner’s Magic Quadrant for IT Service Support Management Tools, 2013 which confirms ManageEngine's
progress and validates our long term commitment to provide the best-in-class IT management software”
The Computer News Middle East ICT Achievement Awards recognize and honour IT professionals and
vendors who have demonstrated leadership in the creation, deployment and management of technology. The
awards night saw more than 500 top IT executives from leading companies in the region attend the glittering
“Good service is good business. I recommend implementing ITIL best practices and feel the difference,”
Bohari concluded on a high note.
ManageEngine delivers the real-time IT management tools that empower an IT team to meet an
organization’s need for real-time services and support. Worldwide, more than 72,000 established and
emerging enterprises - including more than 60 percent of the Fortune 500 — rely on ManageEngine products
to ensure the optimal performance of their critical IT infrastructure, including networks, servers, applications,
desktops and more. ManageEngine is a division of Zoho Corp. with offices worldwide, including the United
States, India, Japan and China. For more information, please visit http://buzz.manageengine.com/; follow
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