Gulf News

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IFS assyst boosts productivity for leading Middle East newspaper

 

Moving away from the ‘firefighting mode’, the Middle East’s leading newspaper Gulf News took a proactive approach to ITSM to transform their IT service capabilities.

 

By implementing IFS assyst, the company has:

 

  • Reduced the number of incidents per week by 43%
  • Supported 20% more business users without increasing support staff
  • Resolved 79% of incidents and requests within SLA timeframes

  • "Prior to implementing the ITSM solution, we were a typical firefighting department. assyst combined with the ITIL training allows for setting measurable KPIs that enable us to focus on providing excellent customer service."

    Edward Capaldi
    Head of IT

To learn more about Gulf News's experience with IFS, download their customer story.

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About Gulf News

Since 1978, Gulf News has grown to be the most successful newspaper in the Middle East and is the leading English language newspaper of the region. With the highest average audited circulation in the UAE, Gulf News delivers over 108,000 copies per day.

 

Benefits seen using IFS

  • 43% reduction in number of incidents per week in 6 months
  • 29% more incidents/requests now closed within SLA timeframes
  • 89% of problems successfully closed without the problem recurring
  • 20% increase in the number of business users being supported with no increase in IT support
  • 93% of problem tickets have 'known causes' identified within 6 months
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