SOURCE: Axios Systems

Axios Systems

December 16, 2010 10:00 ET

Large Lakefront City Builds a Bridge to ITIL With assyst From Axios Systems

HERNDON, VA--(Marketwire - December 16, 2010) - ITSM solution provider, Axios Systems, announces its enterprise-class assyst ITSM software has been selected by City of Kirkland, Washington.

The City of Kirkland is the latest of many municipal organizations across the globe that have chosen assyst to support optimized management of IT services.

According to its most recent IT Strategic Plan, "Kirkland has long been admired for its spectacular waterfront, lively downtown, appealing neighborhoods, dynamic arts scene, and highly rated schools. As the city grows -- through organic growth and annexation -- so does the need for municipal services such as law enforcement and courts, permitting, public outreach and communication, as well as infrastructure planning, design, construction, and maintenance. One of the threads running through all of these areas is information technology (IT), which has a tremendous impact on an enterprise such as the City of Kirkland."

Realizing the current toolset would not support City of Kirkland's evolving needs, it began looking for an out-of-the box ITSM solution with a flexible pricing model that delivered full ITSM functionality and ITIL v3 support within its budget. City of Kirkland has chosen assyst to support its goal of adopting the ITIL framework of good practices for ITSM and to shift towards a single-point-of-contact Service Desk model. With ITIL v2 and v3 supported out-of-the-box in assyst and a Global Services team with the highest level of ITIL certifications and thousands of real world best practice implementation experiences, Axios Systems was the logical choice for the organization.

City of Kirkland will be using assyst to better document and manage work conducted and services provided throughout the entire IT department, running the gamut between major projects to minor requests and support calls. This is easily achieved in assyst, which offers a complete audit trail and a knowledge management system that City of Kirkland can use for trend analysis and for implementing continuous improvement.

City of Kirkland also wanted to develop and implement effective system and service documentation via a searchable Knowledge Base. As such, the organization will get extensive use out of assyst's fully-searchable and actionable knowledge base for both technicians and end-users.

In addition, the organization wanted to mature its Problem Management and Change Management processes. Root cause analysis, known error database and the graphical Process Designer in assyst will help City of Kirkland's IT department resolve and plan system maintenance and get systems restored faster. The organization will also improve Service Level Management by utilizing assyst's comprehensive functionality in this process area, including three levels of SLA management: internal IT, user/customer base and suppliers (OLAs).

Donna Gaw, Network and Operations Manager at City of Kirkland, says, "The implementation process has exceeded our expectations. Our Axios consultant is a real asset in helping us not only configure the solution to meet our needs but also in helping us mature our processes using the good practices set forth in the ITIL framework."

Markos Symeonides, EVP of North America and the Middle East, says, "City of Kirkland is focused on maintaining high levels of customer satisfaction. We are delighted to have partnered with the IT organization on their quest to adopt the ITIL framework and are glad that our ITSM solution, assyst, will help them to achieve their goals."

About Axios Systems
Axios Systems is a leading provider of IT Service Management (ITSM) solutions. Its customer-centric approach, combined with its award-winning software, enables customers to improve their Service Delivery and Support and deliver Continual Service Improvement (CSI) by helping to align and realign IT services to changing business needs, supporting business processes and improving productivity.

Benefiting from more than 20 years of development and investment around Best Practice principles, Axios Systems' core solution, assyst, built around a market-leading Configuration Management Database (CMDB), intuitively steers users through the ITIL (Information Technology Infrastructure Library) processes which help organizations transition toward the next generation of ITSM and Service Desks. Assyst offers a unique lifecycle approach to ITSM with the integration of all ITIL processes (including Incident, Capacity, Problem, Change, Asset, Configuration and Service Level Management), twelve of which have been verified by Pink Elephant's PinkVERIFY service as compatible with industry best practices (based on ITIL V3), in a fully integrated, out-of-the-box application. It empowers management with a dashboard-based transparent view of real-time performance against Service Level Agreements (SLA), and Operations Level Agreements (OLA).

Implementing assyst into an organization optimizes IT infrastructure efficiency, reduces overheads and lowers the total cost of IT ownership (TCO), helping to ensure a significant return on investment (ROI) with rapid time-to-value. Axios also offers a comprehensive set of consulting and training services to support ITSM best practices in an organization.

Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. Axios' global presence is further strengthened with a worldwide network of partners. For more information, visit:

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.

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