Case Study: SRUC achieves efficient incident management and meaningful reporting with IFS assyst

SRUC's IS & non-IS departments use assyst to manage efficiently and produce meaningful reports

SRUC (Scotland’s Rural College) needed a modern IT Service Management solution because their existing call management system could not provide the reporting, ITIL-aligned processes, or cross-department control required. The organization sought a tool to manage incidents, problems, changes, configurations and business continuity and to replace disparate spreadsheets used across non-IS teams. SRUC selected IFS assyst to meet these needs.

IFS assyst was rolled out across IS and non-IS departments (Property & Estates, Finance, HR, Health & Safety, Vehicles Administration, Marketing & Communications), using assystNET forms, Crystal reports and automated workflows (including preventive maintenance and SLA-driven tasking). As a result SRUC now has organization-wide process control, steady decreases in recorded IS calls, enforcement of SLA closure targets, reduced workload and fewer errors in Finance through automated incident-to-SAP reporting, and improved resource planning and recurring-problem monitoring. IFS assyst enabled measurable improvements in reporting, operational efficiency and service delivery.

SRUC

Belinda Haig

Project Manager