Case Study: FIS KORDOBA achieves transparent, ITIL-aligned multi-client ITSM handling 1,000 incident actions/day with IFS assyst

FIS KORDOBA banks on the multi-client functionality of assyst

FIS KORDOBA, a leading provider of software and consulting services for the European banking market, needed to replace a basic ticketing tool with an ITIL-aligned IT Service Management platform to standardize and make service processes transparent across 23 customer service groups. They required a configurable, multi-client, audit-ready solution and selected IFS assyst (using assyst and the assystNET self-service portal) to map clear roles and support the full process lifecycle from request to documentation.

IFS assyst implemented a CMDB-backed, multi-tenant ITSM platform with pre-built ITIL workflows and incremental rollout of Configuration, Problem, Change and Release management, plus event-driven routing, reporting and integrated charging. The solution now supports about 150 incidents and 1,000 incident-related actions per day with ~1,000 users, delivering transparent, audit-ready processes, faster staff adoption, direct customer logging via assystNET and automated reporting and invoicing—improving service quality and customer satisfaction.

FIS KORDOBA

Roland Meyer

Service Support Manager