assyst to transform services of StudioEngine, as Burnett purchases again
Russ Burnett, General Manager of Technology for the newly developed StudioEngine in Sydney, has selected assyst by Axios Systems for the second time, to streamline his IT Services.
With over 23 years in research and development, the assyst solution offers a fully integrated, end-to-end IT Service Management and Help Desk solution, which was developed from inception upon ITIL® principles.
StudioEngine, based in Sydney, is a recently established studio production organization, comprising of 2 separate filming facilities. This “Studio-as-a-Service’ was the brainchild of Stefan Gillard, and has been developed in conjunction with Deloitte Private, since August 2011. The studio charge as a ‘per-seat’ cost for productions, with no minimum contract term or spend.
With reconfigurable workspaces providing security and privacy for multiple tenants, clients utilizing this facility have direct access to dedicated StudioEngine Infrastructure Rendering & Storage Stack facility, Administrative and IT Services. Direct fibre access links them to Fox Studios via their data network, and two other facilities in Alexandria in NSW which also contains a 50+ seat, 3D-capable, theatrette, also including review and meeting rooms.
Being very much at the early stages of this organization, there are plans to expand the Support Desk staff in the New Year to look after the acquisition of new clients by the end of 2012, utilizing between 8,000 and 10,000 assets.
Mr Burnett, most recently Director of Service Delivery for Dr. D Studios in Sydney, was responsible for a major service transformation utilizing the capabilities of assyst for IT, and non-IT use.
Mr Burnett says of his previous assyst experience, “As a repeat customer, I would say that the first time around, I was convinced assyst was the best solution and the value proposition for the business was sound. Having implemented, supported and refined the solution over the course of almost 3 years, including major release upgrades, I no longer need to be convinced – it has been proven as a highly-capable tool that is easy to support”.
This major assyst implementation will initially begin with the Incident, Problem and Change Management processes and basic request tracking to be migrated over from a small-scale solution initially put in place. In conjunction with this, Mr Burnett will also implement the assyst Service Catalog, utilizing the assystNET portal for end users. The full record of assets will then be transitioned into assyst, allowing simple auditing and reporting on Configuration Items. Service Level Management will be implemented for existing customers according to terms agreed with in current contracts, allowing true service targets to be measured, and ensuring top-level service to end users of the Studio. assyst will allow monthly SLA reporting to their customers and they will eventually be provided with regular reports and monthly support statements (via the assystNet portal).
Eventually, assyst will also be in use for invoice processing for basic services offered, such as provisioning of desktop computers, render and digital storage services, fibre networking, data rendering/backup and archive, support services supplied and ad-hoc expenses.
This phase will also encompass asset discovery and automated CMDB population via Barcode Readers, including the items warranty information, which Mr Burnett also implemented when using assyst at Dr. D Studios previously during the production of “Happy Feet II”. Capacity forecasting for the render resources is a function which assyst will soon be responsible for, to ensure that future requirements of the render farm are available to customers when the Studio is working at full capacity. assyst will then be integrated with the accounting platform in use at StudioEngine for accurate on-charging of services, and measurement of the true cost of IT services and support.
The full Service Catalog will be implemented, allowing end users to request services from the business applicable to the user entitlements, and streamlining requests within the IT department and business as a whole, while pre-defined and agreed processes are followed to ensure uniformity and efficiency.
Mr Burnett also envisages that assyst will be utilized to provide real-time, public and accurate quoting of services to potential new customers, based upon their many-varied requirements for production.
Mr Burnett says of the selection of assyst “StudioEngine shares a lot of the same requirements as Dr. D Studios but StudioEngine customers are not our employees, thus there is a need for a MUCH more formal/polished customer-facing presence, more scrutiny on measurement of services delivered. I know from experience that assyst has the potential to do this and more. We are a new company, but many of us here have been working together for several years or more. As we are just now building our operational platform, we have a lot of new needs/requirements popping up. Before evaluating “bolt-on” solutions, my first thought is always “can we do that with assyst?”
About Axios Systems
For more than 25 years, Axios Systems has been committed to innovation by providing rapid deployment of SaaS and on-premise IT Service Management (ITSM) software. With teams in 22 locations globally and over 1,000 successful customer deployments, Axios is a worldwide leader in ITSM solutions.
Axios’s ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams.
An out-of-the-box solution, assyst enables faster, less costly delivery and support of IT services better than any other enterprise-class ITSM solution, allowing our clients to offer unparalleled multichannel support.
For more information, please visit our website at www.axiossystems.com
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