Service Management lands starring role at MTV Europe
MTV Networks Europe (MTVNE) have installed Edinburgh-based Axios Systems' assyst software solution to improve services at their offices across Europe.
"We previously used a call logging system developed in-house but wanted to improve service delivery, incident traceability and audit capabilities, and support a restructured change control process," MTVNE's Help Desk and Desktop Support Manager Bernie Colling explained. "We wanted to adopt a solution which was scalable, Web-enabled and based on a solid business model."
From their corporate headquarters in London the networks' Service Desk supports operations in the UK, Germany, Italy, the Netherlands, Spain, France and Sweden. These cover everything from information systems to office, building and telecommunications services.
Initially assyst is being used mainly in the Production Services department which maintains and supports the WAN, LAN and around 1,000 PCs. "It's the communications tool which links all our teams together," MTVNE's Senior Account Manager John Shaw added. "Our Broadcast division will also get a huge amount of benefit because broadcast and information systems technologies are converging rapidly."
The new system will automatically track network capacity and predict thresholds, preventing communications outages as well as allowing operators to capture and analyze relevant information.
Six companies were invited to tender for the business. "Axios' pre-sales care was excellent," Bernie commented. "More importantly, its after-sales support has been very well structured - including implementation, training and ongoing progress reviews ."
"We see this very much as a Service Desk and not just another Help Desk," he went on. "The logical flow of incident-problem-change can easily accommodate non-IS requirements as well."
"I believe that Axios is unique in the market with its combination of excellent products, adherence to standards and customer care. I'm very happy with our decision."
The assyst IT Help Desk and Service Management solution is used globally by both private and public sector organizations. It adheres to the IT Infrastructure Library (ITIL®) framework and the BSI Code of Practice for Effective IT Service Management.
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.