|[May 17, 2012]
Axios Systems Revolutionizes IT Service Management with assyst10
HERNDON, Va. --(Business Wire)--
Systems, the world's leading provider of IT Service Management
(ITSM) and pioneer in automated ITIL® support, today announced the
availability of assyst10, the award-winning enterprise ITSM solution
that enables better, faster and cheaper delivery and support of IT
services. Developed for both SaaS (News - Alert) and on-premise deployments, assyst10
is regularly updated to support the most current ITIL best practices and
brings to bear the latest in social IT management, multi-lingual
capabilities, mobility and reporting - offering a series of solutions
and templates that enable an immediate return in the form of customer
satisfaction and cost reduction.
assyst10 is a customer-focused software solution that enables the
delivery and support of comprehensive IT services to organizations
worldwide. assyst10 offers everything a business needs to deploy, manage
and support IT services - a full-fledged content management system for
business technology needs - in a single, customizable package. Designed
to support ITIL best practices, assyst10 helps customers reduce costs;
and manage services, assets and customer support in a fast-paced
As social media becomes more engrained into the everyday life of the
consumer, it is also becoming more pervasive within the enterprise as a
means to capture pertinent data that aligns IT services to business
outcomes. The phenomenon of social IT management is developing within
enterprises. Independent analyst organization Gartner (News - Alert) defines social IT
management by stating, "Social IT management is the ability to leverage
social media technologies and best practices to foster the support of
end users, capture collaboration among IT staff members and collaborate
with the business, promoting the value of the IT organization."1
With the launch of assyst10, Axios Systems (News - Alert) is creating an IT services
environment that integrates social technologies with the foundational
ITSM capabilities desired by companies worldwide. As a result, assyst10
improves IT efficiencies and enhances the delivery of business-centric
IT services, driving greater value to the end user.
"Companies are increasingly being challenged with improving IT service
levels in more complex business environments - while continuing to
reduce costs," said Markos Symeonides, executive vice president, Axios
Systems. "As we designed assyst10, we understood the influence consumer
technology could have on improving processes and service levels, while
creating a lower total cost of ownership. With features including
IT-to-IT collaboration, crowdsourcing and mobility, we are making a
significant impact on the way organizations approach ITSM and their
ability to deliver the level of service expected by the business user."
According to Gartner, "Crowdsourcing can increase user satisfaction and
productivity by helping promote IT self-service, enabling expert
location of subject-matter experts (SMEs)and providing the IT
organization an understanding of what is important to end users."2
New features in assyst10 include:
Social IT Management:
IT-to-IT Collaboration: Helps solve complex
issues, rapidly reducing support time and cost as well as increasing
the uptime and availability of critical business services, resulting
in increased end user satisfaction, business productivity and an
overall more positive perception of IT.
Peer-to-Peer Support: Enables an individual to handle
multiple issues and/or requests at a single time and provides instant
support, increasing customer satisfaction.
Crowdsourced Community Support: Reduces the cost of
support by avoiding phone and email, allowing users to maximize their
usage of key business applications and in turn increase their
IT Public Relations: Monitoring support conversations -
demonstrating that IT cares.
Mobile Service Catalog/IT App Store: Allows business
users to interact with IT and request services anytime.
BYOD Support: assyst10 Configuration Management Database
(CMDB) natively supports Bring Your Own Device (BYOD) compliance
initiatives through the proactive monitoring of mobile device software
configurations, compliance reports and process automation.
Actionable Intelligence: Gain information from ITIL
process areas directly from the login screen, allowing agents to do
more at the first line, saving the cost of expensive second or third
Single-Screen View: Increase response time and customer
satisfaction by presenting all required information in one screen.
Intuitive Interface: Guides users through service
definition, resulting in rapid adoption.
Service Hierarchy: Users are able to build a hierarchy
of services and offerings to aid service visibility and control.
Pre-Defined Templates: Users benefit from a library of
pre-defined templates and workflows to ensure rapid deployment.
IT Service and Business Alignment: Creates productivity
gains and mitigates revenue loss.
Intuitive Graphical Wizard: Allows non-technical users
to create powerful business intelligence and analytics to drive
decision support. Tying into ERP, CRM and other data sources, the
wizards give a holistic view of how IT impacts the business and
reduces lead time, creating actionable intelligence while reducing
resource bandwidth issues often tied to reporting.
assyst10 Templates: Unlike existing ITSM tools, the
underlying templates in assyst10 are completely configurable and
customizable, enabling a more personalized look and feel to customer
Instant Translation: assyst10 instantly translates the
system data so that upon logging in, global organizations can view
tickets in any language preference, regardless of originating language.
Language Support: assyst10 currently supports multiple
More than 1000 customers worldwide already take advantage of assyst to
maximize service levels and reduce costs, with many anticipating even
greater value from assyst10.
"For more than five years we have focused on offering Saudi Hollandi
Bank's internal users high availability, world class IT services and
support, and we've been successful because we've stayed true to our
focus," said Mazen Al Bayyat, manager of the IT service desk, Saudi
Hollandi Bank. "Axios Systems has the same philosophy. The company
focuses on IT Service Management and they do it right. That is why we
initially selected them and why we're moving to assyst10. With this new
release, they've taken what they know best and improved upon it because
they truly understand their customers' need to integrate social and
mobile components into their IT service workflow."
About Axios Systems
Axios Systems is the world's leading
provider of IT Service Management (ITSM) solutions. The company was the
first ITSM vendor to adopt the ITIL® framework, pioneering automated
ITIL support, and has been solely focused on ITSM for nearly 25 years.
The company's award-winning assyst solution enables organizations to
transition toward the next generation of ITSM and service desks, while
significantly improving service delivery, optimizing IT infrastructure
efficiency, lowering total cost of IT ownership and ensuring significant
return on investment. Viewed as ITSM experts with 20 offices covering
over 50 countries, Axios is hyper-focused on customer service and works
with more than 1000 organizations across the globe. For more information
on Axios Systems and assyst, visit www.axiossystems.com.
1 Gartner, "IT Service Support Approaches for Social IT
Management," David M. Coyle & Jarod Greene, August 15, 2011
2 Gartner, "The Impact of Crowdsourcing on IT Support," David
M. Coyle & Jarod Greene, July 21, 2011
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