Axios Unveils Enhanced Capabilities for Booming ITSM Market

February 28, 2008

Significant improvements and integration abilities to drive knowledge-sharing across the service desk

Axios Systems, the leading international IT service management (ITSM) company, today releases enhanced mobility and knowledge-sharing capabilities for its IT Best Practice (ITIL®) based tool, assyst. The functionality improvements included in the latest release of assyst will give IT professionals the knowledge-centric tools required to transform the IT department into a strategic business asset.

Improving the core capabilities of assyst, the new features and integrations include; Advanced Knowledge Management, the creation of assystNET Mobile, the automatic assyst Alert Bridge and new language options – elements designed to help drive service desk efficiency. These advancements also offer increased integration to give groups such as customer services staff, intranet users, customers and partners direct access to vital knowledge quickly and easily, creating a streamlined problem and incident management process.

The latest software upgrade of assyst includes the following components and benefits:

• Advanced Knowledge Management, through integration with the market-leading tool 'Universal' from KPS, enables service desk professionals to access accurate knowledge of business critical applications and systems quickly. This improved integration with the CMDB and access to off-the-shelf knowledge packs ensures customer satisfaction and alignment with the business needs.
  
• This integration provides organisations the ability to rapidly extract, filter and index unstructured data (e.g. Documents, Spreadsheets, Attachments, etc) making them instantly searchable and turning the enterprise from 'knowledge-hidden' to 'knowledge-centric'.
  
• Extending the existing mobile functionality, the creation of assystNET Mobile gives customers access to increased information while on the move and provides the ability to approve service requests from mobile devices.
  
• assyst Alert Bridge integrates assyst seamlessly to infrastructure monitoring tools providing bi-directional updates and enhanced incident awareness.
  
• Due to ongoing international expansion increased language capabilities have been provided, with the addition of Spanish, Italian, Russian, Latvian and Slovakian to the already extensive list of operating dialects.

Tasos Symeonides, CEO at Axios Systems explains, "The advanced features offered in assyst have been designed to free up time for service desk professionals, so they have more time to spend on the strategic aspects of service management, rather than on the time-consuming manual processes often involved in problem resolution. The advanced functionality will bring increased efficiency to the service desk that will drive profitability and ensure customer satisfaction. The integration abilities will help customers, partners and service staff to share information in a productive way so that informed business decisions can be made more effectively. These improvements come at a time when demand for ITSM and ITIL®-based tools is extremely high and we anticipate that these advancements will help to drive the market forward as it gains more recognition outside of IT."

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