Case Study: Dudley Metropolitan Borough Council achieves streamlined IT service management and enhanced employee self-service with IFS assyst

Dudley Metropolitan Borough Council implements IFS assyst to bolster IT capabilities and enhance end-user experiences

Dudley Metropolitan Borough Council (Dudley MBC), which supports around 5,000 business users across the borough, found its legacy phone-and-spreadsheet approach to incident reporting was time-consuming, error-prone and unable to scale. To automate processes, consolidate service desks and give employees self-service options, Dudley MBC selected IFS assyst in 2003 as its ITSM platform.

IFS assyst was rolled out to manage Incidents, Problems, Changes and the CMDB and to provide self-service via Dudley’s "Log IT" portal and the assystNET web/mobile interface; service desks were consolidated and workflows automated. The solution enabled longer Service Desk coverage with smaller teams, now handling about 7,000 new tickets per month, supporting roughly 38,000 assets and achieving an ~81% customer satisfaction score (5.67/7), and helped Dudley MBC win Socitm’s best public sector ICT service award in 2011.

Dudley Metropolitan Borough Council

Iain Newman

Treasurer