Record PDA sales boost new ITSM market
The poll, carried out by global Help Desk and IT Service Management (ITSM) software specialist Axios Systems (www.axiossystems.com) and the Help Desk Institute Europe showed that 30 percent used Blackberries, and a further 55 percent used PDAs or other mobile devices.
The survey coincided with a report from leading industry analyst Gartner that 2005 will surpass 2001 as the best year ever for PDAs.
Worldwide PDA end-user spending will increase nearly 28 percent this year to a record 5.7 billion dollars (3.12 billion pounds), Gartner said. *
Gartner added that with PDAs becoming more standardized in enterprises due to centralised buying, platform standards and IT support, the Total Cost of Ownership of an average device had dropped by 28 percent from almost 2,700 dollars (1,478 pounds) in 1999 to $1,946 (£1,065) in 2004.**
Axios Systems said that using mobile devices to access IT Service Management solutions was another powerful way of leveraging the investment which had already been made in buying and supporting them.
“It is another logical extension of their use, and very much in line with industry trends,” said Ailsa Symeonides, Sales and Marketing Director of Axios Systems.
By using PDAs to access solutions such as Axios Systems’ assyst, employees on the move can get the information they need when they need it, and respond instantly to time-critical issues from anywhere at any time.
Axios Systems recently launched its assystMobile client which offers advanced wireless capabilities, giving mobile workers immediate and untethered ability to access and update their assyst business-critical ITSM solution via a mobile device.
Targeted mainly at remote workers who can access real-time critical information on incidents and related data such as Service Level Agreements (SLAs), assystMobile is a secure system which requires only a standard PDA or other mobile device with a Web browser.
Mobile assyst users can access the application directly from their wireless access devices.
This includes WAP-enabled phones as well as Personal Digital Assistants (PDAs) and Blackberry RIM (Research in Motion®) devices.
“Harnessing the growing power and reducing Total Cost of Ownership of mobile devices in IT Service Management saves a lot of dead-time historically associated with mobile support staff, and shortens the mean time to resolution,” Mrs Symeonides commented.
“This latest industry survey gives us further encouragement that assystMobile will become even more popular in future.”
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.