Large Lakefront City Builds a Bridge to ITIL with assyst From Axios Systems

Large Lakefront City Builds a Bridge to ITIL with assyst From Axios Systems

Axios Systems, announces its enterprise-class assyst ITSM software has been selected by City of Kirkland, Washington.


The City of Kirkland is the latest of many municipal organizations across the globe that have chosen assyst to support optimized management of IT services.


According to its most recent IT Strategic Plan, "Kirkland has long been admired for its spectacular waterfront, lively downtown, appealing neighborhoods, dynamic arts scene, and highly rated schools. As the city grows -- through organic growth and annexation -- so does the need for municipal services such as law enforcement and courts, permitting, public outreach and communication, as well as infrastructure planning, design, construction, and maintenance. One of the threads running through all of these areas is information technology (IT), which has a tremendous impact on an enterprise such as the City of Kirkland."


Realizing the current toolset would not support City of Kirkland's evolving needs, it began looking for an out-of-the box ITSM solution with a flexible pricing model that delivered full ITSM functionality and ITIL® v3 support within its budget. City of Kirkland has chosen assyst to support its goal of adopting the ITIL® framework of good practices for ITSM and to shift towards a single-point-of-contact Service Desk model. With ITIL® v2 and v3 supported out-of-the-box in assyst and a Global Services team with the highest level of ITIL® certifications and thousands of real world best practice implementation experiences, Axios Systems was the logical choice for the organization.


City of Kirkland will be using assyst to better document and manage work conducted and services provided throughout the entire IT department, running the gamut between major projects to minor requests and support calls. This is easily achieved in assyst, which offers a complete audit trail and a knowledge management system that City of Kirkland can use for trend analysis and for implementing continuous improvement.


City of Kirkland also wanted to develop and implement effective system and service documentation via a searchable Knowledge Base. As such, the organization will get extensive use out of assyst's fully-searchable and actionable knowledge base for both technicians and end-users.


In addition, the organization wanted to mature its Problem Management and Change Management processes. Root cause analysis, known error database and the graphical Process Designer in assyst will help City of Kirkland's IT department resolve and plan system maintenance and get systems restored faster. The organization will also improve Service Level Management by utilizing assyst's comprehensive functionality in this process area, including three levels of SLA management: internal IT, user/customer base and suppliers (OLAs).


Donna Gaw, Network and Operations Manager at City of Kirkland, says, "The implementation process has exceeded our expectations. Our Axios consultant is a real asset in helping us not only configure the solution to meet our needs but also in helping us mature our processes using the good practices set forth in the ITIL® framework."


Markos Symeonides, EVP of North America and the Middle East, says, "City of Kirkland is focused on maintaining high levels of customer satisfaction. We are delighted to have partnered with the IT organization on their quest to adopt the ITIL® framework and are glad that our ITSM solution, assyst, will help them to achieve their goals."


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

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