Case Study: MMG achieves global shared-services transformation and full service visibility with IFS assyst

MMG Transforms Global Shared Business Services with assyst

MMG, a global mining company supporting 3,500 staff and hundreds of vendors from hubs in Laos, Peru and the DRC, faced fragmented Shared Business Services operations that relied on multiple email mailboxes and had no visibility of request progress, workload distribution or common issues. To deliver a single source of truth and 24/7 self-service in English and Spanish, MMG selected IFS assyst (the assyst Service Catalog/ITSM solution).

IFS assyst was configured as a centralized Service Catalog and ITSM platform, integrated with SAP and Onelist, migrated all SBS mailboxes into the system, and deployed multilingual workflows and templates for Service Requests and Incidents. The solution delivered measurable scale and visibility—in 2018 assyst logged over 33,900 incidents and 42,900 service requests, allocated about 56,000 tasks and approved more than 700 decisions—enabling MMG to automate processes, improve fulfilment times and realise time and cost savings.

MMG

Robert Herring

Manager of Service Management