Axios on the right side of the law in Ohio
Leading law firm Vorys, Sater, Seymour and Pease LLP has selected Axios' assyst solution for its IT Service Desk in Columbus which serves users across the North East, including Cincinnati, Cleveland, Akron, Washington DC and Alexandria, Virginia.
IT Director Brian Donato said the firm needed a new solution to support implementation of the IT Infrastructure Library (ITIL®, internationally accepted guidelines for Best Practice in ITSM) as the firm moves to upgrade its management of data operations and customer service.(It) Vorys narrowed down its choice to a shortlist of three, including the new ITSM from its current software provider, before choosing assyst. "We wanted to have a broader range of capabilities even if it means switching and selecting a different platform for implementation," said Donato.
"We selected assyst on a mixture of benefits and value," he commented. "What differentiated assyst was how it handles action types and the way the event monitor works. The approach was the best of the products we saw. It's very important for us to be able to obtain quick snapshots of where we are with certain types of event such as how close we were to breaching Service Level Agreements, how many calls came in via email, and how many events were not closed. assyst looked like a very flexible tool. It also helps us compile useful management reports on key trends and statistics."
Vorys, Sater, Seymour and Pease, which has been based in the same Columbus headquarters for more than 95 years and employs graduates of more than 20 law schools, is initially implementing Incident and Problem Management, to be followed by Change and Configuration Management.
"We are looking to assyst to implement ITIL® and align our service more closely with users and customers, improve customer service, and do a better job of reducing costs and improving efficiency," Donato said.
He added that Vorys, Sater was happy with the consultancy and training provided by Axios Systems, and that the system had been implemented on schedule.
Ross McIntosh, Vice-President of Axios Systems for North America, added: "We're pleased that yet another organization in the USA has awarded a verdict in favor of assyst. We're looking forward to an ongoing relationship with such a forward-thinking firm which combines innovation with tradition. Its confidence in Axios to deliver was upheld with an on time and successful go-live and added Ohio to the rapidly increasing number of states which have opted for the Axios solution."
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.