ITIL® Service Desk SoftwareKeeping Users Productive

The Service Desk Opportunity

Improve Customer Satisfaction

Using a consolidated service desk solution to manage resolution workflows means interruptions to the end-user’s day are resolved faster. Business personnel are more productive at generating value and positive perception of IT is increased.

Reduce IT Cost

With an automated and integrated service desk tool, service desk analysts are more efficient. Fewer first line support analysts are required to service the same number of end users. Resources can be redeployed to other areas.

Increase Agility

Consolidated service desk software enables IT to become more responsive to business-driven change. Fewer resources are dedicated to reactive incident management and fire-fighting. Self-service, knowledge management and service fulfillment functionality drives a shift from reactive to proactive IT Service Management, allowing IT to dedicate more time to supporting new and future demand with a view to continual improvement.

The service desk can resolve more incidents first time as assyst accurately displays the user's asset details on logging the call without time-consuming manual updates. Standard Bank - View the full case study

Next: The assyst Service Desk Software

ITIL Service Desk Software

The assyst solution is a market-leading enterprise solution for service desk and IT Service Management. It empowers customers to tackle the challenges of ITSM by integrating all service delivery and service support processes within a single integrated toolset to drive rapid improvements in IT maturity, agility and efficiency. The assyst suite was developed as a consolidated service desk and ITSM solution. It supports ITIL best practices and benefits from over 20 years of research and development.

Unlike other toolsets, the assyst solution was developed from the beginning as a single integrated solution for ITSM, as opposed to a set of modular toolsets acquired from different vendors. This gives the solution a number of advantages:

• Easily deploy as many or as few ITIL processes as your organization requires - from simply service desk and incident management, all the way to ITIL V3 service lifecycle management.
• Ability to activate additional processes at any time, without the overhead of a toolset integration project.
• Manage the full lifecycle of an incident seamlessly across problem, change, release, and configuration processes within a single solution.
• One vendor, one product roadmap, one simple upgrade path.
• System stability is superior to other ITSM solutions where disparate products have been merged to form a consolidated ITSM toolset.

The incident management process is critical to a successful, cost-effective service desk. At Axios Systems, we help our customers drive improvements by leveraging over 20 years of experience of ITIL and ITSM to refine and optimize processes and then implement the assyst solution to support them. assyst has been developed as a configurable toolset, not a customization environment, enabling deployment within a timescale of weeks, not months.

Next: Key Features of the assyst Service Desk

Key Service Desk & Incident Management Features

When the systems went live, the increase in productivity over the first couple of weeks was very impressive. A fantastic result with minimal effort. West Lothian Council - View the full case study