Case Study: Saudi Hollandi Bank achieves streamlined ITSM — 30% fewer service-desk calls and $43K annual savings with IFS assyst

Saudi Hollandi Bank's new powerful process automation

Saudi Hollandi Bank, a full-service bank with more than 1,700 staff, 43 branches and nearly 200 ATMs, was struggling with a complex IT environment and a primitive in-house help desk tied to Lotus Notes. Incidents were logged and tracked manually, reporting was error-prone, and basic change management couldn’t scale as the bank grew, so SHB selected IFS assyst for its consulting expertise and out-of-the-box, unified ITSM solution to adopt ITIL best practice.

IFS assyst implemented an ITIL-aligned ITSM focused on Incident and Change Management, improved reporting and integrations to make assyst the single point of unified management, plus self-service capabilities (assystNET, assystReset) and centralized incident handling. The deployment delivered faster response and resolution, higher system availability and a Continuous Service Improvement program, with measurable benefits — $43,000 annual savings, a 10% increase in customer satisfaction and a 30% reduction in service desk calls — and plans to extend assyst into configuration, service catalog, SLAs, release management and finance contract management.

Saudi Hollandi Bank

Majed Al-Ghanemi

IT Manager