Case Study: The Forestry Commission achieves 60% self-service call logging and improved service quality with IFS assyst

The Forestry Commission transforms with assyst

The Forestry Commission, a UK non-ministerial government department managing nearly 700,000 hectares and around 3,000 staff, had used assyst since 1997 but faced an out-of-date configuration that no longer matched its evolved structures and processes. To become more self-sufficient and deliver modern self-service, the organisation needed to upgrade to the latest version of assyst (including assystNET and a Service Catalog) and restructure its CMDB to support new ways of working.

The Forestry Commission upgraded to the latest assyst in August 2013 and implemented the Service Catalog, rolled out assystNET across the organisation, and reorganised its CMDB with support from IFS assyst. As a result, 60% of calls are now logged through assystNET, phone traffic to the service desk has dropped significantly, analysts have been freed for higher-value work, about 20 services are live in the catalog (with more planned), service quality and customer satisfaction have improved, and management now benefits from real-time reporting.

The Forestry Commission

Carol Houston

Service Desk Manager