Case Study: Gulf News achieves 43% incident reduction and 20% more users supported with IFS assyst

assyst Boosts Productivity for Leading Middle East Newspaper

Gulf News, the leading English-language newspaper in the Middle East, struggled with manual IT processes, slow response times and frequent SLA breaches while supporting over 1,000 business users and managing 2,000+ assets. To automate workflows, measure KPIs and move beyond “firefighting,” Gulf News selected IFS assyst as their ITSM solution and implemented it rapidly to minimize business disruption.

IFS assyst was deployed in two months and delivered event search, a service catalog and service‑desk management to automate operations and improve visibility. The results were significant: incidents dropped 43% per week in six months, SLA compliance rose to over 79% (a 29% improvement), 93% of problem tickets now have known causes, problem recurrence improved from 30% to 89% closed without recurrence, and Gulf News supported 20% more users with no increase in IT staff—avoiding an estimated ~10% headcount increase.

Gulf News

Edward Capaldi

Head of IT