Case Study: KSB achieves unified, ITIL-aligned multi-language incident & CMDB management (2,500 requests/month) with IFS assyst

KSB manages 2,500 incidents into CMDB each month in assyst in multiple languages

KSB, a global manufacturer of pumps and fittings with around 14,000 employees and some 8,200 end-users, faced fragmented in‑house ticketing across multiple databases and needed a single data model to shorten incident resolution times, reduce database maintenance and costs, provide multi‑language support and improve its outsourced service provider relationship. KSB selected IFS assyst to consolidate incident and asset management and deliver a unified IT service platform.

IFS assyst implemented an ITIL-aligned assyst CMDB, Incident Management and an IT self-service portal (IT orders, fault reporting, change processing, knowledge base), cleaned and classified >20,000 asset/user CIs and integrated workflows with the service provider. The solution now processes about 2,500 requests and over 1,000 orders per month, has reduced Service Desk workload, increased process transparency and customer satisfaction, provides automatic escalation notifications and enables KSB to base all IT charging on assyst data.

KSB

Frau Brachmann

IT Governance Manager