Case Study: Sobeys achieves 23% increase in SLA resolution and standardised IT service delivery with IFS assyst

Sobeys Inc. implements IFS assyst to proactively brand IT as a strategic business partner

Sobeys, Canada’s second-largest supermarket chain with roughly 1,500 stores, millions of customers and about 125,500 supported employees, faced a fragmented ITSM environment that couldn’t meet enterprise-level, bilingual (French/English) needs or position IT as a strategic business partner. To modernize and standardize service delivery, Sobeys selected IFS assyst as its IT service management solution.

IFS assyst was deployed via a prioritized roadmap (starting with Incident Management and the Service Catalog), delivered as SaaS with web-based training and alignment of French and English service desks. The implementation standardized IT processes, increased automation and cost transparency, and improved satisfaction—delivering measurable gains including a 23% increase in resolution within SLA for critical incidents, a 13.3% rise in monthly incident resolution at FPOC and a 4.3% reduction in incident volume—freeing staff to focus on higher-value work.

Sobeys

Alain Tremblay

Director, IT Service Center