Case Study: University of Canterbury achieves improved self‑service and operational efficiency with IFS assyst

University of Canterbury Enables Efficiency for Students and Staff with assyst

University of Canterbury Enables faced fragmented ICT service management — lengthy, inflexible workflows with BMC Service Desk Express, poor visibility for end users, limited asset and change control, and low uptake of support processes. To unify service delivery across IT, Library, Audio‑Visual and Campus Services the University selected IFS assyst (assyst) to provide a single, fast-to-deploy ITSM platform with simple workflows and self‑service capabilities.

IFS assyst implemented assyst Incident, Asset & Configuration Management (with later phases for Change, Release and Problem Management) plus a Self‑Service Portal and Reporting Wizard with real‑time dashboards. The University now manages more than 8,300 assets in assyst, has phased out email logging, seen an 8.5% monthly increase in self‑logging, achieved 50% library self‑service uptake within six months (15% overall for IT and Libraries) and reduced calls to the Service Desk — delivering faster incident logging, lower support cost and improved user satisfaction.

University of Canterbury Enables

Amy Wilson

Service Management Team