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United Nations telecoms agency calls Axios for IT software

August 11, 2004

The International Telecommunication Union (ITU), the United Nations’ agency at the heart of a $US 1 trillion worldwide industry, has chosen Axios Systems’ assyst solution as the tool for its new IT Service Desk.

The agency has merged three Help Desks into one central unit at its Geneva headquarters. It selected the Scottish-based firm’s Help Desk and IT Service Management (ITSM) software after an international bidding process which compared products from the world’s leading vendors.

“We chose Axios on functionality, price and its ability to meet our requirements,” said the ITU’s project manager, ICT System Analyst Jarle Martinsen. “Its licensing model was simple and more cost-effective.”

Axios Systems (www.axiossystems.com) has several hundred private and public sector customers around the world, including national government departments and the European Commission. However, this is its first contract with the United Nations.

Membership of the ITU, founded in 1865, represents a cross-section of the telecommunications and information technology industry, from the world's largest manufacturers and carriers to research and development organizations, financing institutions and regional telecommunication organizations as well as small, innovative new players operating in niche markets.

The three separate Help Desks did not have an ITSM tool but used manual and e-mail systems. The new unit serves 800 staff and delegates who travel to Switzerland from all over the world to take part in ITU conferences and other events.

The agency is using assyst initially for Incident Management but also intends introducing the product’s Problem, Change, Licence, Asset and Release Management modules.

A major factor in its decision was assyst’s compatibility with the IT Infrastructure Library (ITIL®, internationally accepted guidelines for best practice in IT Service Management). “This was very important for us as ITIL®’s Incident Management component gave the type of framework we were looking for,” Martinsen said.

He added: “We are also very pleased with the consultancy services provided by Axios Systems. Its consultants have been extremely helpful and focused, and kept driving the project forward on track. “

Ailsa Symeonides, Sales and Marketing Director of Axios Systems, said the contract win was another major milestone in the company’s development. “We are delighted to have been awarded this business in competition with other internationally renowned suppliers and are proud to be able to include the United Nations among our growing number of customers,” she stated.

Earlier this year Axios became the first organization in the world to achieve certification for BS15000, the new global standard aimed at ITSM.

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