Case Study: Arab Bank achieves standardized ITIL-based service delivery with IFS assyst

assyst turns ITIL into hard currency in the Middle East

Arab Bank, a multinational retail bank with 12 IT centres and ~6,300 staff, faced fragmented ITSM tools, limited local ITIL adoption and the need for Arabic language support, clearer process ownership, KPI measurement and fewer errors and delays. To address these challenges it selected IFS assyst as the single, integrated ITSM solution to standardize processes and modernize service delivery.

IFS assyst was implemented (including assystDiscovery for asset inventory and assystNET self‑service) to provide a single CMDB, Arabic out‑of‑the‑box UI, and ITIL‑aligned workflows. The deployment delivered standardized, best‑practice IT processes, improved management information and KPI visibility, reduced help‑desk pressure through self‑service, and accurate, accessible asset and configuration data—achieving the efficiencies and quality improvements Arab Bank sought with IFS assyst.

Arab Bank

Basil Abdel-Nabi

Deputy Head of Global IT