Case Study: The Saudi Investment Bank achieves 85% fewer IT help calls and ISO 20000 compliance with IFS assyst

SAIB acheieve efficiencies through switching their ITSM solution to assyst

The Saudi Investment Bank needed a modern, ITIL‑aligned ITSM to replace its legacy HEAT system and deliver full ITILv3 support, ISO 20000 compliance, stronger SLA control, and better incident tracking and reporting. To meet these challenges they selected IFS assyst and implemented assyst10, including the assyst Self Service Portal, to streamline IT and Facilities Management across the organisation.

IFS assyst deployed assyst10 (via its local partner) and rolled out a multilingual self‑service portal, service catalog, incident and problem management and dashboards; the bank now records 85% fewer IT calls, has cut time spent logging incidents by at least 50%, freed roughly 40% of weekly IT capacity, and achieved ISO 20000 compliance with far stronger SLA control and analytics. These measurable improvements and rapid adoption (licenses grew ~250% in a year) demonstrate the impact delivered by IFS assyst.

The Saudi Investment Bank