assyst tops Dutch ITSM tool poll
The survey, published in the monthly magazine IT Beheer, compared the most popular software tools at the upper end of the Dutch market. assyst by Axios Systems was rated the best, followed by Mansystems ExpertDesk, Marval, HP Service Desk and Applix ITSM.
Suppliers were judged on adherence to IT Infrastructure Library (ITIL®) processes: Configuration, Change, Incident, Problem and Service Level Management, together with overall ITIL® disciplines. The report also covered each tool’s technical capabilities and prices.
Authors Bob Driessen, Service Manager at Achmea Active, and Cap Gemini Ernst & Young Consultant Martin Vogelaar interviewed representatives of firms which advised on ITSM tool selection and then tested the products themselves.
The magazine noted that all five products are aimed at the higher end of the Dutch ITSM market in terms of the number and diversity of users, multi-platform capability and support for major ITIL® processes.
“The greatest differences between the tools can be found in the degree of flexibility, time needed for implementation, availability of links to other environments, and price,” the report stated. There were also variations in support and ‘extras’ provided.
assyst and ExpertDesk were judged best for functionality.
An ‘out-of-the-box’ solution, assyst was the only product which could be implemented immediately. It had the best archived data, contained one of the best knowledge bases used to answer Frequently Asked Questions, and provided many possibilities for management reporting (trend analysis). Some 65 percent of new functionality incorporated in releases was determined by customer feedback. assyst’s performance was rated ‘very good’.
The survey noted that Axios (www.axiossystems.com), which recently moved its Dutch office from Utrecht to central Amsterdam, has a number of partners in the Netherlands including IBM-Tivoli, Altiris and Citrix.
“Each tool has its own specific characteristics, pros and contras,” IT Beheer said. “The choice of a particular product is determined by budget, the maturity of the organization concerned and whether the buyer ‘clicks’ with the supplier, scalability, and options for connection to other systems ... All these suppliers are stable companies with technically competent staff. They support their tools professionally ...”
Erwin Angelier, Marketing Manager, Benelux, of Axios Systems said the company was proud to have emerged top of the magazine’s rankings.
“It is most encouraging to have been voted No.1 by industry experts in this comprehensive survey published in such a respected IT magazine,” he commented. “It is only five years since Axios launched its European operation in the Netherlands and we are delighted to have achieved such great progress so quickly. We have experienced and knowledgeable staff, good Help Desk support and work in several major European languages, including Dutch.”
Axios Systems is a leading provider of Best Practice-based IT Service Management (ITSM) solutions. Our customer-centric approach combined with our award-winning solutions, ensure customers worldwide can align their Service and Support organizations with the overall business goals. Our core solution, assyst, intuitively steers users through the ITIL® processes. Axios Global Services provides a range of consulting, project management and training services. Our commitment to Best Practice is demonstrated through being the first to achieve BS 15000 certification which has now become, ISO/IEC 20000, the International standard for ITSM. Axios is headquartered in the UK, with offices across the Americas, Europe and Asia Pacific.