Hull City Council and Service Birmingham win IT Service Management (ITSM) Awards for Innovation and Excellence from Axios Systems

January 27, 2009

Hull City Council migrated more than 78 percent Incident logging online (up from 15 percent), freeing up valuable ITSM team resources, reducing costs, improving security and expediting the Incident resolution process; Service Birmingham achieved ISO/IEC 20000 in 18 months, which auditors say normally takes three years

Axios Systems, one of the world’s leading providers of IT Service Management (ITSM) solutions, has recognized the outstanding achievements of two of its customers by presenting awards for innovation and excellence to Hull City Council and Service Birmingham—a strategic partnership between Birmingham City Council and Capita. Both organizations have used Axios’ ITIL®-based software, assyst, to drive improvements in the operation of their IT Service Management and help the organizations achieve their overall goals. The awards were recently presented at Axios’ largest ever annual Global User Group.

Hull City Council made the strategic decision to use assyst to power a single integrated support desk across various operational areas in a Shared Services model. The Axios Systems Innovation Award presented to the Hull City Council team recognized the extent to which the assyst ITSM software is being used, incorporating Information and Communication Technology (ICT), Human Resources, Procurement, Occupational Safety, Door Entry Administration, Building Cleaning and various application support functions. By consolidating data sources, the team was able to remove more than three Terabytes of redundant data, which has in turn reduced the time taken for the evening backup by several hours and has enabled the release of valuable storage back to users. Hull City Council also achieved notable operational efficiencies as a result of using assyst, including the online Incident logging facility (powered by assystNET Self Service), which has significantly reduced point of contact resources required and has increased the overall speed of Incident handling and resolution. Online Incident logging for ICT has increased from less than 15 percent to more than 78 percent.

Service Birmingham was created to provide Birmingham City Council, the largest local authority in Europe, with cost-effective, world-class ICT services and to support the Council in achieving its business transformation objectives. The Service Birmingham team was presented with the Axios Systems Award for Excellence due to not only meeting, but exceeding all 12 of its service-level key performance indicators (KPIs), and achieving the ISO/IEC 20000 standard for KPI services within 18 months—half the time organizations with a similar level of complexity usually take. By adopting a Continual Service Improvement (CSIP) approach, Service Birmingham plans to constantly strive for innovation.

Tasos Symeonides, CEO of Axios, comments, "We are delighted to see our customers achieving so much and generating such a high and tangible service value with assyst. As both of these organizations have demonstrated though, the processes are equally as important in driving true business performance as the software being implemented. We work closely with our customers to help them address the process as well as the implementation of our best practice software, assyst. We are very well placed to be able to do this as Axios is not a broad framework vendor, but rather a highly-focused business with a great deal of expertise in IT Service Management."

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