Hospital IT Helpdesk: Service Brokerage Matrix

A UAE hospital adopted an evaluation model that merged service-blueprinting with an SLA ladder and recovery metrics, drawing on UK NHS frameworks and tailoring them to UAE law. For hospital tenders in the UAE, that level of granularity is novel.

The client found the structure helpful for internal sign-off and budgeting. 

Outcome: a transparent scoring matrix and an execution-ready contract.