Diriyah Gate Development Authority (DGDA)
The Diriyah Gate Development Authority (DGDA) was established with a mandate to preserve and celebrate historic Diriyah, the Jewel of the Kingdom. As a large public authority, DGDA relies on efficient digital services to support its operational and administrative workflows.
Project snapshot
Primary goal
Digitise and accelerate approval workflows, reduce manual follow‑ups, and adopt a full ITSM platform with governance ready processes.
The challenge
Tracking managers for approvals and routing requests through the right workflow can quickly become time‑consuming for IT teams. DGDA needed a structured process that reduces manual chasing, improves turnaround time, and supports an integrated approach to IT service delivery.
A digital approval model was essential to save time and effort for both users and approvers while keeping full visibility on request progress.
Getting all the important information into a detailed template while simultaneously reporting changes in the change portal is a positive benefit for our IT team.
Why ServiceDesk Plus
DGDA compared ServiceDesk Plus with platforms such as ServiceNow and Zendesk. ServiceDesk Plus was selected due to its full ITSM capabilities, ITIL® aligned practices, and cost effectiveness while still meeting enterprise requirements.
Full ITSM capabilities
ITIL® aligned processes for incident, service request, and change management.
Automation that scales
Automated ticket allocation and workflow driven approvals reduce manual effort.
Better user self‑service
Users can check status, access knowledge, and request services anytime.
Solution implemented
DGDA implemented ManageEngine ServiceDesk Plus to enable a digital approval workflow and streamline end‑to‑end service delivery. The platform made it easier to track historical information, automate ticket allocation, and standardise service request fulfilment.
Service Catalog and Change Management became key features for DGDA, helping employees request access and services with minimal clicks while following the required approval workflow.
- Digital approval workflow to reduce manual follow‑ups
- Service catalog for standardised service requests
- Change management with a structured change portal
- Automated ticket assignment and routing
- Self‑service portal with knowledge base access
Results
ServiceDesk Plus improved operational efficiency across DGDA by reducing approval delays, strengthening visibility, and enabling user self‑service.
Faster approvals
Approvers can action requests through a clear digital workflow.
Smarter allocation
Automation routes and assigns tickets consistently.
Self‑service enabled
Users track status and access solutions without waiting.
Better governance
Structured templates and change portal reporting improve control.
Client feedback
ServiceDesk Plus also makes it easy to track historical information and automate ticket allocation. Service catalogs and change management are among our favourite features, helping users request access and services with a minimum of clicks through the approval workflow.
