Case Study: Brussels Regional Informatics Centre achieves ITIL compliance and increased customer satisfaction for 30,000 users with IFS assyst

The BRIC service desk achieves ITIL compliance and increases customer satisfaction for more than 30,000 users with assyst

The Brussels Regional Informatics Centre (BRIC) supports 84 customers and over 30,000 end users across three service organizations and needed a multilingual, ITIL-aligned service management solution to professionalize its service desk and meet growing demand. To address this, BRIC implemented the IFS assyst IT Service Management (ITSM) platform to handle incidents, problems, changes, SLA management and a Service Catalog, ensuring processes and reporting match ITIL best practices.

IFS assyst was deployed as a single, personalized platform for the three Customer Service Groups, delivering incident/problem/change workflows, SLA monitoring and business intelligence reports; BRIC now resolves over 80% of incidents within SLA, has improved transparency and customer satisfaction, supports growth with no extensive user training, and plans to add the assystNET self-service portal to further reduce service desk load.

Brussels Regional Informatics Centre

Pascal Labye

Head of Service Support & Monitoring Services