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Hilton hotels check in to Axios for improved IT service

March 01, 2004

Axios Systems has announced the completion of a deal with Hilton International to implement its assyst IT Service Management solution across the multinational organization. Hilton International operates over 400 hotels, employing 65,000 staff in over 70 countries and offers in the region of 97,000 hotel bedrooms.

assyst from Axios will replace the current system, providing greater functionality to support Hilton International’s IT services, particularly in the area of trend analysis. Research carried out by Gartner, the leading industry analysts, found that an average of 80 percent of mission-critical application service downtime can be attributed directly to people or process failures. By offering a proactive and Best Practice approach to IT service issues, assyst will enable Hilton International to reduce call rates and improve efficiency.

assyst is a Help Desk and IT Service Management solution supporting all IT Infrastructure Library (ITIL®) disciplines in a single consolidated out-of-the-box product. Placed at the hub of IT operations, assyst brings an unprecedented level of cohesiveness to IT Service Management.

Commenting on the win, Ailsa Symeonides, Axios Systems’ Sales and Marketing Director, said: “This deal stands testament to the value that Axios brings to our customers - the completeness of our solution ensures we can rapidly deliver tangible business benefits.”

Ailsa Macrae, Service Delivery Manager at Hilton International, said: “Axios offered us the improved functionality we needed. Implementing an integrated service management solution across our organization will improve the quality of service delivery within Hilton International and impact positively on the experience we can offer our customers. We were impressed by the understanding of our business needs demonstrated by Axios and found that assyst is the ideal tool to meet our requirements.”

Ailsa Symeonides added: “Hilton International is a company that understands the importance of providing the best customer service. At Axios we’ve built our reputation through listening to customers and responding to their needs, so this seems to us like a natural partnership.”

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