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Axios software is class act for Scottish exams body

August 12, 2004

New IT Service Management software has helped the Scottish Qualifications Authority’s Service Desks pass the test for helping computer users.

The SQA - the national body in Scotland responsible for the development, accreditation, assessment and certification of qualifications other than degrees - has chosen assyst by Axios Systems (www.axiossystems.com) as its ITSM solution.

“Performance has improved a lot since we introduced assyst,” said Ruaridh McDonald, Senior Network Engineer. “Before, some 80% of incidents reported to the Service Desks were being resolved within 14 hours. Now the figure is 94%, even higher than our target of 90%.”

The Authority previously used software written in-house. Its Service Desks, located in Glasgow and Dalkeith in Midlothian, are responsible for monitoring and tackling calls from 850 internal users and up to 1,500 external users at examination centers throughout Scotland.

“assyst offered the best value for money, functionality and easiest-to-use interface,” McDonald added. “It was the best fit for SQA and we felt we could get more out of it than other competing products. We were also faced with tight implementation deadlines and Axios bent over backwards to help us meet them.”

The SQA will now be extending use of assyst to include a Web interface to allow users to log their own calls, and introduce Change and Problem Management.

Ailsa Symeonides, Axios Systems’ Sales and Marketing Director, commented: “We are delighted the Scottish Qualifications Authority has decided our solution is top of its class and that it is already experiencing its benefits.”

Axios Systems was recently named Scotland’s Software Company of 2004.

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