Case Study: Ministry of Media achieves centralized, streamlined service delivery and 93.7% SLA performance with IFS assyst

How the Ministry of Media is achieving its service management goals with IFS assyst

The Ministry of Media, a Saudi government agency responsible for regulating media and promoting the country’s image, was hindered by a 2018 in‑house service management system that lacked centralization, had a restricted service catalog, limited reporting and real‑time visibility, and made it difficult to set and monitor SLAs and KPIs—negatively affecting employee and customer experiences. To modernize service delivery, the Ministry partnered with IFS assyst to deploy an enterprise service management (ESM) solution (branded Amer in the region).

IFS assyst implemented its assyst ESM platform using an agile, 46‑day rollout starting November 2021, integrating with the Ministry’s SMS gateway, Active Directory, ERP, email and Power BI and initially launching across IT in early 2022. The solution centralized services, automated workflows and improved reporting—helping the Ministry meet 93.7% of SLAs in 2022, raise customer satisfaction from 38% to 84% (2018–19 vs 2021), increase tickets handled from ~3,000 to 11,000, and significantly reduce IT and HR workload while boosting productivity.

Ministry of Media

Bassem AlHazmi

Chief Information Security Officer