A Customer Success Story

TVTC chooses iServer to implement their Digital Transformation

Customer at a glance

    "Seeing the impact of change across the business really was a key feature for us."

    Bara’ Al-Nsour
    Lead Enterprise & Solutions Architect





No. of Users


Products Used


The Challenge

In 2012, TVTC received a digital transformation mandate from the government, which required a complete overhaul of their operations. They were asked to implement a vast enablement program that ensured virtually all processes were available electronically, including the digitization of all governmental paperwork. Of course, this came with many challenges, and from the start the project proved to be complex and time-consuming. This triggered the creation of TVTC’s enterprise architecture team to tackle the substantial transformation project ahead.

The team began work by documenting all the business processes in order to establish an As Is model, from high level strategy to in-depth processes and technology. Not long into the project, it became apparent the biggest problem they were facing was dealing with the enormous amount of information they were generating.

The organization had been growing at a great rate for quite some time, and there had been little oversight regarding its operations. The EA department identified over 1500 processes that had to be automated across 230 organizational units, as well as a great number of strategic maps, enterprise goals, objectives and KPIs. All this information was initially consolidated using Microsoft Excel, but as the documenting stage was ending the TVTC team realized they needed a tool that would allow them to keep the ever-increasing complexity under control.

Selecting iServer

The enterprise architecture department at TVTC first tried exploring tool options with another EA tool vendor, hoping to implement their information in a repository. After a trial period, the tool proved a poor fit for TVTC. It did not have a flexible meta-model, which made customizing extremely difficult and expensive as the team constantly had to contract consulting services.

What’s more, the proprietary modeling environment proved unwieldy, as was the general user experience, which made for a very long and costly training process. The slow progress and constant delays ultimately meant that work on the project ground to a standstill. Topped with high licensing costs, TVTC began looking for another solution.

TVTC launched an official tender process. A set of clear requirements was established and five vendors were invited to participate. Key requirements for the new tool included a flexible meta-model, support for the Arabic language, and importantly, migration capabilities from the previous vendor. After a three stage elimination process, Orbus Software’s iServer won the tender process.

Quick uptake time enabled by the tight integration with Microsoft Office and Visio.

"iServer has many reference architectures that accelerate our capabilities and adoption projects.”

Abdurahman AlSuwaiyd - IT Strategy Director of TVTC

Overcome this Challenge

The Result

iServer made it possible to implement a large scale digital transformation project, and take the institute’s operations into the 21st century. As of 2017, TVTC has automated nearly half of all their business processes.

Additionally, thanks to iServer Portal, the EA department has been able to communicate important strategy and process insights to management and IT leaders (e.g. CIO, Governance Director, Strategy Director) enabling effective decision making.

The enhanced communication within the EA team and the business at large also fostered a transparent and collaborative environment. Thanks to iServer’s modeling, analysis, and planning capabilities, TVTC was able to create a clear plan for change and then execute it closely. This meant they could select only the most influential initiatives, rolling out projects quickly and smoothly, and allocate funds where it would make the biggest impact. Ultimately, iServer offered much needed support and structure to their vision of change, ensuring TVTC can continue to thrive in the future.

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Why iServer?

Once iServer was installed and everyone was trained, the EA department finally had the tool they needed. The platform offered TVTC a great user interface and all the functionality they were hoping for. With Orbus Software’s Diagram Exchange service, the migration from the previous software went smoothly, and iServer’s central repository was populated with the documented information.

This enabled TVTC to finally start building their organization’s to be model. A noticeable improvement for users was the simplicity of modeling in iServer’s familiar Visio diagramming environment. This meant they could make great progress and reach milestones sooner than expected. From the chief enterprise architect, to senior business and enterprise architects, to junior team members, everyone found modeling easy and straightforward.

With a comprehensive As Is model at their disposal, the team was finally able to focus on the best way to bring the organization to the desired future state. In this case, iServer’s gap analysis capabilities proved to be a key asset. It helped them design the optimum path from the As Is to the To Be state while taking into account the enterprise’s strengths, weaknesses and limitations. They then moved on to roadmapping everything down to the process level. The team managed to identify important intermediary states and milestones, and as a result improved resource allocation and tech investment decisions.

Today, whenever the governance or transformation offices require updating on the progress of the digital transformation process, the EA team is able to identify and present an exact report detailing when a process will be automated and what benefits it will entail.

Another important capability that TVTC put to great use during their digital transformation process was iServer’s Impact Analysis Visualization tool. Having to automate a large number of business processes meant both application and technical infrastructures would undergo significant changes. For this reason, being able to see the impact of a certain change (e.g. retiring an application) allowed the architects to come up with reliable and competitive solutions, thus eliminating the need for costly corrections later.

"Seeing the impact of change across the business really was a key feature for us" 

Bara’ Al-Nsour - Lead Enterprise & Solutions Architect”

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