Case Study: DEKRA Automobil GmbH achieves ITIL‑compliant, enterprise‑wide IT Service Management with IFS assyst

Vendor choice no accident for Europe’s top vehicle tester

Dekra, Europe’s leading vehicle safety tester, needed to overhaul its IT Service Management as part of the ITIL‑aligned REDIS program to strengthen Incident, Problem, Change and Configuration management across 200 locations and 6,000 staff. Dekra chose IFS assyst (assyst) to replace its previous Remedy/Tivoli setup because assyst offered ITIL compliance and out‑of‑the‑box Configuration and Change modules that matched their business needs.

IFS assyst provided an integrated ITSM platform that linked Incident, Problem, Change and Configuration processes, simplified location/product structures for easier trend analysis, and routed escalations from outsourced first‑level support to in‑house specialists. The deployment improved process clarity and service coordination—support contracts require first‑level teams to resolve 80% of issues within 15 minutes, with remaining calls escalated through IFS assyst—giving Dekra more reliable, auditable IT support for its critical testing operations.

Dekra

Uwe Antlauf

Problem Manager