Case Study: City and County of Swansea achieves consolidated ITSM and 106-day Remedy replacement with IFS assyst

Remedy replaced and assyst implemented throughout the council in only 106 days

The City and County of Swansea, the second largest unitary authority in Wales serving over 240,000 residents, faced the challenge of replacing a Capgemini‑supported Remedy deployment and consolidating disparate IT service processes used by schools and corporate departments. Working with IFS assyst and its assyst IT Service Management (ITSM) platform, the council needed self‑service (including Service Catalog and assyst Reset), distinct handling of school and corporate data, and a tight schedule to design, build, test and train by October 1st.

IFS assyst delivered a full reimplementation to the latest assyst version, migrated the council from Windows to Web, merged two service desks into one, and implemented differentiated Change Management and self‑service capabilities — all within 106 days for a problem‑free go‑live on October 1st. The result was a consolidated ITSM tool with greater functionality and performance, minimal disruption, no special scripting, and a self‑sufficient delivery team at City and County of Swansea; phase two (CMDB and wider service catalog use) is already planned.

City and County of Swansea

Jo Harley

Information and Strategy Manager