through its operations in various countries and serving its clients for more than 3 decades.

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1 Medgulf Insurance, Implements SMART Service Desk ITSM COMPANY PROFILE Mediterranean and Gulf Insurance and Reinsurance (Medgulf) is a leading and respected insurance group providing the retail & institutional markets with comprehensive insurance coverage through its operations in various countries and serving its clients for more than 3 decades. Medgulf Group has a workforce of more than 1,400 employees dedicated towards serving its clients. Medgulf insurance has Comprehensive Regional, International Connections and specializes in complex products such as Engineering Wrap-up Projects, Aviation and Property All Risks, Health and Life covers. CHALLENGES End-Users expectations and needs were demanding and expected faster service. No centralized service desk. In house solutions being heavily customized, were difficult and expensive to maintain. Lack of self-service, mobile, and collaborative features.

2 Medgulf Insurance evaluated the following vendors before choosing SMART Service Desk Service Now Axios Systems SMART Service Desk solution, was selected after multiple rounds of evaluations, for the following reasons Product capabilities, specially ability to customize application forms without programming. Wide range of integrated solutions from IT Service Management to IT Governance & Risk Compliance. Multi lingual capabilities & good support. Best value offered for the investment. SOLUTION IMPLEMENTED Medgulf insurance selected following modules of SMART HelpDesk for implementation Incident Management Service Request Management Service Level Management Service Catalog Management IT Assets & Configuration Management Procurement Management

3 Knowledge Management Contracts Management Change Management Release Management Customer Self Service Workflow Engine Survey Management Advanced ITSM Management Dashboards Reports Medgulf s in house IT Team, along with SMART Service Desk consultants, implemented all ITIL processes to streamline help desk to an enterprise level IT Service Management platform within 6 weeks.

4 RESULTS Medgulf insurances, investment in SMART Service Desk ITSM has achieved Improved 1st line resolution of tickets. Improved service levels. Fast restoration of services. Streamlined delivery of new services. Improved customer satisfaction. Experienced fewer calls to the service desk (more self-service activity, due to use of knowledge base). Lowered the cost of making changes and the costs of infrastructure audits. Lost fewer business hours through reduced outages. Improved Mean Time to Repair (MTTR*). *Mean Time To Repair (MTTR) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed asset or configuration item.

5 TESTIMONIALS SMART Service Desk is the driving force, for us to incorporate ITIL Best practices in our organization & helping us improve quality of Services Yamen W. Ramadan - Acting CIO Benefits of implementing SSD has largely outscored the costs for their return on investment Mohammad Felemban - IT Infrastructure Manager SSD is the great product that provides Comprehensive, out-of-the-box ITSM / ITIL functionality and has easy configuration without requiring scripting / coding or specialized personnel Ateeq Mohammad - IT Quality Specialist About ITIL ITIL, stands for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. ITIL assists organizations implement ISO service management standard. ITIL is set of best practices, that describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. ITIL is owned by AXELOS, a joint venture between Capita and the Cabinet Office. Cabinet Office is a department of the Government of the United Kingdom responsible for supporting the Prime Minister and Cabinet of the United Kingdom.

6 About SMART Service Desk SMART Service Desk is a leading Business Service Management, IT Service Management comprehensive and unified platform that helps organizations cut cost, reduce risk and drive business profit. SMART IT Service Management (ITSM) unifies service desk, incident, problem, change, asset life cycle, and service level management applications with a single configuration management database (CMDB), data model, workflow platform, and web and mobile interface platforms. With its recognition for 11 ITIL processes in PinkVERIFY 2011 Toolsets, SMART Service Desk, can not only meet IT Managers / CIOs immediate requirements, but can also readily adapt to whatever tomorrow bring PinkVERIFY's certification by Pink Elephant validates toolsets that meet a set of functional requirements as defined by ITIL best practices. It is widely recognized as the industry standard to measure maturity of IT service management tools. This certification helps the Service Management market understand that SMART-Service-Desk has been proven capable in supporting any organization as it matures and evolves into greater levels of IT capability over time. For more details please visit SMART Service Desk ITIL is a Registered Trade Mark of AXELOS Limited. PinkVERIFY is Trade Mark of Pink Elephant