TECH TALK
first service management solution
to achieve accreditation for all 15
PinkVERIFY ITIL processes. (2014)
Industry analysts have recognised the
significance of these contributions
and the wider assyst offering. For
example, Info-Tech awarded Axios
with ‘Champion’ status in the ‘2015
Enterprise Service Desk Vendor
Landscape’ report. And, earlier this year,
global analyst house Ovum awarded
the Software-as-a-Service (SaaS) version
of assyst a top ranking in four key
assessment areas, including maturity,
enterprise fit, reporting and analytics,
and core ITIL functionality.
How do customers in
the Middle East benefit
from world-class service
management?
Within the Gulf Cooperation Council
(GCC), it’s phenomenally impressive how
organisations such as Qatar Petroleum,
Arab Bank, Gulf News, Saudi Hollandi
Bank, Saudi Investment Bank and others
use assyst to support their business
objectives.
The IT departments of these
organisations support a range of
business-critical functions, and depend
heavily on the reliability of their chosen
service management solution.
As an example, Gulf News reduced
their number of incidents by more than
40% within the first six months of
implementing assyst. Meanwhile, Saudi
Investment Bank reduced their incoming
IT calls by 85% within the first year of
using assyst self-service.
“IT’S OUR DUTY TO LEAD THE INNOVATION
OF SERVICE MANAGEMENT TECHNOLOGY.
INNOVATION IS THE CATALYST FOR MOVING THE
MARKET. AND, BECAUSE CUSTOMERS TYPICALLY
REVIEW THEIR ITSM PLATFORMS EVERY 3036 MONTHS, WE MUST BE POSITIONED TO
PROACTIVELY ADDRESS THE DYNAMIC AND FLUID
DEMANDS OF THE MARKET.”
www.intelligentcio.com
Customer care has played a major role
in achieving regional success. Focusing
exclusively on ITSM enables the local
Axios team to gain unique insights
into the region’s specific requirements,
ensuring customers receive unparalleled
support.
Looking at ITSM in 2016,
what does Axios see as the
main demands of end-user
enterprises?
ITSM powered by SaaS is currently one of
the fastest-growing areas of the market,
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