Case Study: Dubai Courts achieves 75% SLA improvement and 100% self‑service adoption with IFS assyst

Dubai Courts increases IT effectiveness by using assyst

Dubai Courts, the UAE judicial body serving civil, labor and other legal services, needed an enterprise-grade ITSM platform after its previous service desk tool proved too limited for its ambitions. In 2014 the courts selected IFS assyst to underpin a service delivery strategy that would align IT with organizational needs, increase user satisfaction, improve IT team effectiveness and raise the quality and consistency of services across the enterprise.

IFS assyst was implemented to manage Incident, Problem and Change processes and to provide CMDB, a Service Catalog (self-service and mobile) and integrations with AD, Oracle and SCCM; a champion-led training and awareness program drove rapid adoption. As a result IFS assyst delivered measurable impact: SLA performance improved by 75%, service desk calls fell by 60%, and the self-service portal achieved 100% end-user adoption within six months, reducing follow-up calls and enabling users to track their own requests; the three-year rollout is now being extended enterprise-wide and to management teams.

Dubai Courts

Zahra Al Sharif

Head of Support Section