Company Overview

INTALEQ is a Qatar-based sports and entertainment IT solutions and services provider with solutions spanning sports science, performance, management, and venue and event management, as well as fan engagement. Established as a joint venture between Aspire Zone Foundation and Ooredoo, INTALEQ is a spin-off from the technology team of Aspire Zone Foundation. The organization played the lead information and communication technologies (ICT) role in Qatar’s preparations and delivery of the multi-stadium 2022 Qatar World Cup.

The Opportunity

Responsible for providing IT support to all of the stadiums during the event, INTALEQ sought a cloud-based IT service management (ITSM) solution that could deliver improved accuracy and speed, less maintenance, and predictable operational costs. The organization also needed to meet its service level agreement (SLA) deadlines to handle service requests and resolve incidents to avoid penalties from its stakeholders. 

The Solution

BMC worked with partner Mannai InfoTech (an ICT division under Mannai Trading Company WLL) on the three-month implementation of BMC Helix ITSM, which INTALEQ selected for its ability to:

• Deliver real-time visibility into IT operations, enabling IT teams to monitor metrics and key performance indicators (KPIs) during the event
• Handle work order fulfillment, change management, and meet SLAs
• Provide a single view through the BMC Helix dashboard
• Integrate with its infrastructure

Business Results

BMC Helix ITSM was integral to helping INTALEQ control and manage multiple stadium assets, incidents, work orders, and change requests and provide operational oversight during the event, with 100 percent availability of critical services throughout. The BMC Helix dashboard provided real-time visibility into the organization's IT operations so the team could rapidly identify and resolve any issues and improve its overall IT performance. INTALEQ was also able to leverage the solution and its reporting capabilities to adapt to the high-impact changes recommended by its business units and top management.

Additional benefits included:

• A single-pane-of-glass view of activities at all the stadiums, which enabled teams to prioritize tasks for faster resolution.
• Consolidated service lifecycle management (SLM) of incidents, problems, changes, service requests, assets, and knowledge management for all ICT services with defined SLAs.
• Quality assurance of all ICT services provided for the venue.
• REST API integration with different monitoring tools to auto-generate and auto-assign critical incidents.

Looking Ahead

Going forward, INTALEQ plans to leverage its learnings on this project to deploy similar BMC Helix ITSM implementations at future sporting programs in the country and beyond.