Government of Bermuda deploys Axios Systems' ITSM solution

July 11, 2007

Government of Bermuda seeks ITSM tool to support ITIL® initiative

Axios Systems, a global leader in IT Service Management (ITSM), announced today Government of Bermuda's deployment of assyst, Axios Systems' Best Practice-based ITSM software solution. The move demonstrates Government of Bermuda’s commitment to adopt the ITIL® framework in an effort to provide strategic value to government organizations.

"We wanted a service management tool that had been built around ITIL®, not one that was adapted to fit ITIL®," says Government of Bermuda’s Technical Services and Operations Manager, DeRoy Butterfield.

Government of Bermuda required a solution that would enable IT staff to provide better service and faster response. Butterfield says, "With assyst, we will be able to give better information to 1st, 2nd and 3rd level technicians. This will help us improve customer satisfaction."

Government of Bermuda has also taken advantage of assyst's easy, no-fuss integration capabilities. By linking assyst with an infrastructure monitoring tool, Butterfield says, "Now, we can be proactive in alerting our technical support sections." Government of Bermuda has tied in an advanced discovery tool as well. "This tool provides an updated picture of what’s on the network," Butterfield says.

The reporting features in assyst will provide senior managers with tools to monitor work-in-progress. Director of Information Technology Office, Michael Oatley says, "for senior managers, assyst is not only a service tool but also a management tool."

assyst offers customers the entire suite of ITIL® processes in an out-of-the-box ITSM application. Government of Bermuda has rolled out the process to fully support Incident and Change Management. Next year, it plans to implement Problem, Service Level and Configuration Management. Government of Bermuda is also considering extending assyst to other Government departments and its primary IT vendors so that they have access to tickets and can update the status of work assigned to them.

Butterfield says, "ITO’s goal is to continuously improve services so that the Government can make best use of IT; assyst from Axios System is proving to be a key tool with achieving that aim."

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