Case Study: Hull City Council achieves 78% online call logging, frees 3TB of storage and lowers IT costs with IFS assyst

Hull City Council rolls out cross-functional service desk support to entire organization of 14,000 people

Hull City Council, the governing body for the City of Kingston Hull employing around 14,000 people, needed to improve IT service delivery, consolidate disparate databases into a single CMDB, and meet strict SLA targets across multiple shared service areas. To address these challenges the council selected IFS assyst (assyst) as its ITSM platform to introduce ITIL-based processes and a centralized support model across ICT and non-IT functions.

IFS assyst was implemented as a centralized CMDB with HR and Active Directory integrations, automated leaver processes and a self-service portal, extending service-desk coverage beyond IT. As a result Hull City Council shifted around 78% of call logging online (up from 15%), freed up one third of storage (over 3 TB), achieved 87% customer satisfaction, automated leavers for 8,500 staff, reduced costs and improved incident resolution and SLA performance.

Hull City Council

Steve Moffat

Infrastructure Strategy Principal Officer