Software solution helps energy exchange keep its cool
Axios Systems' assyst product offered the right solution the IPE needed.
"As the assyst product was implemented during a period when particularly high volume was being traded, there was the potential for problems to be more severe than normal. However, assyst performed extremely well and the implementation has been a success," said Service Desk Manager Simon Galloway.
The Exchange is using assyst to log and monitor all incidents as well as a problem management tool. "We evaluated a number of alternatives in the marketplace and chose Axios because it offered IPE the best solution to meet its needs," Simon added.
The Service Desk is a business-focused unit, supporting the IPE's trading platforms which consist of both open outcry and electronic systems. Industry participants use futures and options contracts to minimize their price exposure in the physical oil and natural gas markets. More than $1 billion in underlying value is traded on the Exchange daily.
Simon explained: "We handle all problems, ranging from minor to major incidents. For example, a computer system failure could adversely impact the ability of our Members to trade.
"The Exchange is heavily reliant on IT and a high proportion of the calls received by the Service Desk are important because they relate directly to the way we manage our business. The implications of what we do can be crucial for energy trading. We need to be able to respond quickly and efficiently to all calls logged with the Service Desk and assyst helps us perform this crucial role."
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.