Marafiq and IBM have announced a collaboration to modernize enterprise service delivery and improve employee workflows through a unified ServiceNow platform. The partnership was unveiled during LEAP 2026 in Riyadh in the presence of executives from both organizations and ServiceNow.
As part of this transformation, Marafiq is migrating its current service management operations to the ServiceNow AI Platform in Saudi Arabia. This transition aims to simplify internal service access, improve operational visibility, and support broader digital transformation goals across the utility provider.
Modernizing Enterprise Service Delivery
The deployment focuses on transitioning existing reporting capabilities and service records to a modern architecture. Consequently, the updated system will simplify daily administrative routines while providing staff with dependable tools to track their requests.
“Organizations are increasingly looking to simplify how work gets done while giving employees easier access to the services and information they need. Our collaboration with Marafiq combines technology, process transformation, and implementation expertise to help create a more seamless service environment and support the organization’s long-term objectives.”
Khaled AlOfaysan, Country Head and Managing Partner at IBM Consulting Saudi Arabia
Centralized Employee Portal and Automation
Through a centralized portal, Marafiq personnel can submit requests, track approvals, and share knowledge through a single digital interface. In addition, the platform introduces automated workflows and mobile accessibility that reduce dependence on legacy systems.
The system also offers enhanced tracking for operational priorities and resource allocation. As a result, management can align internal initiatives with strategic targets and execute utility projects with higher accuracy.
Implementation by IBM Consulting
IBM Consulting is directing the complete technical rollout for Marafiq. Specifically, its teams are managing platform design, data migration, software integration, staff training, and post-launch technical support to maintain system stability across cloud services.
“Our collaboration with IBM supports Marafiq’s ongoing efforts to modernize service delivery and enhance how employees interact with services across the organization. By bringing key processes together on a scalable platform, we are creating a stronger foundation to streamline operations, improve visibility, and support our future business needs.”
Mosab Al Moaliy, Chief Information Technology Officer at Marafiq
Digital Trends Across Saudi Organizations
The agreement reflects broader organizational shifts across the Kingdom. According to the IBM Institute for Business Value 2026 CEO Study, 68% of Saudi chief executives report decentralizing decision-making to boost speed, while 63% observe a closer alignment between talent management and technology leadership in modern artificial intelligence adoption.
By upgrading enterprise service delivery, Marafiq establishes a scalable operational model that supports its industrial utility operations across the Kingdom of Saudi Arabia.
