Case Study: Somerset County Council achieves 65% increase in automated ticketing and streamlined self‑service with IFS assyst

ESM revolutionizes Somerset County Council in just 12 months with assyst

Somerset County Council needed to insource its ICT service and extract its instance from a consolidated Service Desk without disrupting partner services, while delivering greater efficiency, visibility and extending self-service to internal and external users. To achieve this they selected IFS assyst and its assyst SaaS solution to replace paper processes, expand ITSM capabilities across Facilities and HR, and provide a modern self-service portal for staff and third parties.

IFS assyst implemented assyst via SaaS with an expanded Self‑Service portal, Azure AD B2B integration for external users, automated workflows and manager approvals, and consolidated reporting. The result: a 65% increase in tickets logged via automation within 12 months, 99% of Facilities Management calls handled through Self‑Service, bounced tickets reduced from 12% to 1%, improved workload visibility and no need to increase agent headcount — delivering measurable efficiency and service improvements for Somerset County Council.

Somerset County Council

Jon Warr

Service Manager, Commercial & Procurement