Case Study: Cloetta achieves centralized global IT service management with IFS assyst

Cloetta centralizes its service management globally with assyst

Cloetta, a confectionery group operating in over 50 markets, needed to consolidate six datacenters, replace an unsuitable HP system, and adopt ITIL best practices while centralizing its 35-person IT team to support 1,600 end users globally. To meet these challenges it selected IFS assyst (assyst) to provide a modern, ITIL-aligned service management platform.

IFS assyst was rolled out as a shared service center and central Service Desk to manage incidents, service requests and change processes across countries, enabling resource sharing, improved prioritization and fact-based reporting. As a result Cloetta saw SLA compliance rise (incidents solved within SLA: 81% in 2014, 86% in 2015, with a 90% goal), average time-to-fix around three hours, ~800 incidents and 500 service requests handled monthly, higher customer satisfaction (75%) and measurable cost and efficiency gains — all delivered through the IFS assyst platform.

Cloetta

Han van Bijnen

Senior IT Manager Cloetta