Innogy powers up Service Management desks with assyst

Innogy powers up Service Management desks with assyst

The new system had to be installed to exceptionally tight deadlines, to be ready for the October launch of Innogy PLC, created from the de-merger of National Power PLC. 


In 11 weeks Innogy assembled a project team, put out a Request for Proposal, selected the product, set up databases, created new systems, trained personnel and saw the solution go live without a serious hitch. 


Innogy has a portfolio of around 8,000 MW of UK gas, coal and oil-fired generating plant and provides retail services to more than 3 million customers. 


The installation timetable was therefore crucial and Axios had to contractually commit to meeting its 'Go Live' date. 


"We were heading strategically in a Microsoft and Oracle direction, in line with the replacement of our infrastructure, using NT servers and the movement of some business-critical structures to Oracle platforms", Project Manager, Steve Whitehead explained. 


"The maturity of that environment allowed us to move some of the old mainframe systems away from the mainframe platform. Our suite of service management systems was one such candidate for a move. After a review and risk analysis we opted for an 'out of the box' solution." 


Edinburgh-based Axios was successful when the work was put out to tender and Innogy implemented assyst on schedule, delivered on an NT server with an Oracle database. 


assyst serves Innogy's IT Service Management requirements for incidents, problems, requests, changes and assets. Currently, the energy company has two Service Management desks at Kingswinford (near Birmingham) and Swindon. The desks support the npower retail business and the rest of the organization, respectively. Innogy's goal will be to implement one system company-wide. 


Steve Whitehead commented: "In addition to significant ongoing cost savings, assyst's flexibility and functionality will allow Innogy to position itself well for the future. We operate in a very fast moving environment and have to anticipate the rapid changes that are taking place, to the services we deliver. assyst helps us achieve this." 



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.