Do-It-Yourself with assystance
The combined Desks support Homebase’s business seven days a week throughout the stores' trading hours.
The solution was purchased initially to automate its change management processes, with the intention of transferring all existing support processes to assyst to gain the benefits of an integrated system.
"We needed a system that would be integrated with all parts of the support process to gain maximum value," explained Michelle Hales, Homebase's Systems Services Manager.
"Our Help Desks are moving forward in terms of increased process efficiencies. Our current package has served us well as we made the transition to a skilled Help Desk but it is no longer adequate for our strategic development and Service Management culture. We are finalizing our move towards the IT Infrastructure Library (ITIL®) code of practice, particularly in the areas of Service Level Management which is the most visible to our business.
"Our business is changing rapidly so we have to take on more areas to support. The knowledge base tools within assyst will allow us to optimize the facility of automated technical solutions which allows increased first time fixes by the Help Desks," she added.
assyst provides a central configuration database which key personnel in the support process can use, eliminating duplication and ensuring maximum accuracy.
The initial Change Management module which Homebase installed provides an essential audit trail. "An integrated system was important, while still providing a good Help Desk tool. It had to be easy to use, which assyst is, and importantly allow all our current databases to move onto assyst," Michelle said.
"Change invariably brings risks with it and an auditable trail which enhances our systems safeguards our business."
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.