Case Study: The Student Loans Company achieves accurate CMDB and improved SLA performance with IFS assyst

Assyst lends an ITSM hand to the Student Loans Company

The Student Loans Company had been using assyst for several years but, after opening access to a wider user base, saw its data quality and processes deteriorate: duplicated and inconsistent records, an outdated version of the software, and an under‑utilised ITSM platform that reduced visibility, hindered resource management and weakened SLA performance. To address these issues the organisation engaged IFS assyst to stabilise and modernise its IT service management environment.

IFS assyst restructured and refreshed SLC’s Configuration Management Database and upgraded the platform to the latest version (adding functionality such as the Lotus Notes Identifier), delivered customised reports and trained a Reports Administrator, and deployed Smart Mail for templated, automated e‑mail communications and SLA escalation alerts. The IFS assyst implementation enabled measurable reporting on calls, departments and fix‑time rates, improved call resolution and SLA performance, increased user confidence in IT, and streamlined incident communication and tracking — with further plans to adopt assystNET, assystDiscovery and assystMobile.

The Student Loans Company