Case Study: Corrs Chambers Westgarth achieves streamlined national IT operations and 30% more self-service with IFS assyst

Corrs Lays Down The Law With Best Practice By assyst

Corrs Chambers Westgarth, a leading Australian law firm with multiple offices and more than 1,000 users, faced fragmented state‑based IT support, an inadequate Lotus Notes incident and knowledge system, and no effective SLA reporting or first‑time fix metrics. To centralize operations and adopt ITIL best practice, Corrs selected the assyst ITSM solution from IFS assyst to provide a single, consolidated helpdesk, knowledgebase and process framework.

IFS assyst implemented assyst modules including Service Desk, Incident and Problem Management, then national Change & Configuration Management and a Service Catalog with self‑service and FAQs. As a result Corrs saw a 30% increase in self‑service logging, a 20% improvement in first‑point resolution over three years, fewer helpdesk calls, and much greater operational visibility and reporting — enabling ongoing continual service improvement.

Corrs Chambers Westgarth

Shona Mascarenhas

Corrs IT National Service Delivery Manager