Operational diagnosis and the issues found
BITS IT wanted to rationalise the handling of its internal requests, which at the time were spread across email, phone calls, WhatsApp and web forms. That spread of channels led to fragmented information, duplicated handling, unassigned tickets and limited visibility over priorities and resolution times. After observation on the ground and interviews with the teams, Bonne Idée recommended a single ticket management space in Notion, structured around operational views (Kanban, prioritisation, ownership) and enriched with automations through Zapier for creating, assigning and following up requests. The analysis also highlighted the opportunity to add an internal conversational assistant able to retrieve ticket histories and critical information instantly, in order to speed up answers and reduce manual work.
Priority recommendations and expected impact
The recommendations rest on four points:
Centralise every request in one unified space
Standardise categories, statuses and service levels to make handling reliable
Automate creation, assignment and reminders through Zapier to remove operational friction
Add an internal AI assistant to reach the data quickly and speed up resolution
This setup will smooth ticket handling, make the IT teams more responsive and improve the audit trail of every intervention. The goal is a unified, intelligent system that can grow, guaranteeing better prioritisation, stronger collaboration and quick adoption by every team, and so supporting the operational efficiency of BITS IT in Dubai as it grows.
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