Case Study: Emirates Advanced Investments Group achieves 60% faster SLAs, 85% customer satisfaction and ISO 20000 certification with IFS assyst

Delivering efficiency and safisfaction improvements to the EAIG

Emirates Advanced Investments Group (EAIG), a diversified Abu Dhabi investment company, was struggling with an IT service management solution that could not evaluate team performance, produce business reports, or support ISO 20000 certification, while also needing higher user satisfaction, cost reductions and greater maturity. In 2011 EAIG selected IFS assyst (assyst) after market evaluation and positive reviews to replace the legacy tool and address these gaps.

IFS assyst was rolled out for Incident, Problem and Change Management plus a CMDB and operated via the ITQAN shared services model as a single point of contact. As a result, IFS assyst delivered measurable improvements — a 60% improvement in SLAs (now <1 day versus 5–7 days), 85% customer satisfaction in 2016, enhanced reporting and dashboards, optimized resource allocation, reduced licensing costs and achievement of ISO 20000 — with plans to extend assyst to a Service Catalog and other departments.

Emirates Advanced Investments Group

Roshan D’Souza

Service Desk Supervisor