New IT Desk helps French cash flow
French information services company Transiciel (www.transiciel.com) and Help Desk software specialist Axios Systems (www.axiossystems.com) combined forces to handle the project, aimed at reducing downtime on the 4,000 Automatic Teller Machines (ATMs) which dispense cash at major post offices throughout the country.
An IT Help Desk run by Transiciel, using Axios Systems' assyst software, has been established to handle ATM incidents and solve them efficiently with the minimum of disruption. The machines can be used by card holders of many French banks.
Transiciel, which has its headquarters in Paris and total staff of 7,500, delivers the service to the French Post Office (La Poste), with Axios Systems providing professional services and training. Post Office support staff also use assyst, which allows large private and public sector customers to manage and control effectively their IT systems, log and track incidents, and uncover the causes of underlying problems.
Gerard Stefan, Strategic Development Manager of Transiciel's information management and network services department, said a major factor in its choice of software tool was assyst's compliance with the IT Infrastructure Library (ITIL®) - a compendium of rules for IT Best Practice.
"assyst offered all the functional and technical features we were looking for in our outsourcing platform," he commented. "Our biggest clients are moving towards ITIL® so assyst was a logical choice. Axios has been very attentive to our needs and demands, and very creative in providing a simple, efficient and relevant response to our clients' problems. Our relationship has allowed Transiciel to improve its services and become even more competitive in outsourced information management."
M. Stefan went on: "The challenges we faced in this project included making sure our outsourcing processes were supported by state-of-the-art tools compatible with the objectives of cost optimization, speed of implementation, flexibility and exploitability, especially in the Service Desk field."
Francis Ronez, Axios Systems' Manager for France, said the company's successful co-operation with Transiciel "should allow us to achieve even more ambitious objectives together in future for the benefit of our clients, particularly as ITIL® becomes more widely accepted in major French organizations."
Transiciel is a leading European company in managed IT services, networks and systems with offices in Italy, Spain, Benelux and France. Revenues in 2002 were 565 million Euros, a 12% increase on the previous year.
Axios Systems also has offices in the Netherlands, Belgium, Germany, the USA and Canada as well as the UK where it has its world headquarters in Edinburgh.
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.