Demo Library

Discover new ways IT can work. Learn first hand how assyst delivers a user experience that is faster, smarter, and with more features out of the box than ever before.

AdobeStock_134130595-2

Process & Workflow Design

This short video shows how assyst can help you manage a variety of processes to help standardize your workflow ensuring critical tasks are done and done on time. You’ll see examples spanning different frameworks and best practices showcasing assyst’s flexibility.

video

Collaboration, Feedback & Gamification

Features such as chat, discussion forums, and messages enable you to collaborate and share information easily and quickly with your user community. As business users become more demanding, assyst allows you to empower them with key access and even recognize their contributions encouraging them to help others.
 
video

Knowledge Management

Our KCS aligned features are showcased in this video, showing an agent’s ability to fix, flag, update and add articles quickly. Leveraging knowledge allows your agents to resolve issues faster and allowing for feedback and ratings help you to continuously improve and manage your knowledgebase.

video

Self-Service & Request Fulfillment

This short demo provides an overview of our End User Portal where your business users can open, update, close and track the status of their own incidents and requests. It also showcases our Message Center, FAQs & Knowledgebase, Discussion Forums, Reports and much more – all designed to help you push further towards Level 0 Support.
video

Configuration Management

This video offers a glimpse into the assyst CMDB’s ability to manage any type of asset and related configuration data. It showcases how they can be managed throughout their lifecycle from request through to retirement, including seeing how they relate through the Impact Explorer.

video

Change & Release Management

A short demonstration showing the ability to prioritize and categorize RFCs based on a variety of risk assessment options. This video shows how agents can leverage the CMDB and Forward Schedule of Change to coordinate impact and timings.

video

Incident & Problem Management

A short demonstration that showcases the ease of opening incidents, the classification process and the automated matching of known errors, problems, and similar tickets to speed resolution. See how agents can leverage business rules and trends to automate recovery actions and leverage multi-channel support options to care for your end users.

video

Service Supply Chain Optimization with SIAM

For any organization, the importance of having an effective supply chain is paramount. But how can you ensure yours is as good as it should be? This whitepaper discusses the role of SIAM in creating a supply chain that delivers an efficient service to end users, promotes accurate reporting metrics and aids the service design process.

Optimizing Supply Chain with SIAM WP

whitepaper

SIAM: Managing complexity from a single source of truth

How can your IT organization achieve savings of up to 40%? Consolidating key industry goals into a single end-to-end service management system with SIAM offers true value to your organization. Written by itSMF CEO Barclay Rae, in association with Axios, this whitepaper identifies what SIAM is and why it is an essential inclusion in your IT arsenal this year.

{884a5c94-e985-4b24-9b5f-477cde47f0ef}_SIAM_truth_2

 

whitepaper

7 in '17: The key ITSM challenges and goals for this year

2017 looks to be an exciting year for service management, with previous service silos being unified and the worlds of ITIL® efficiency and service experience increasingly colliding. The trends for 2017 appear endless: CMDB, ITAM, Service Catalog and automation are all on the rise. But which of the “7 in ‘17” has the biggest effect on your organization?

ITSM Trends Landing Page Image

whitepaper

What are you doing to enhance the IT service experience?

What does it take to achieve success in your organization? Do you know what your customers want, why they want it and, increasingly, how they want it delivered? The challenge for many enterprises is bringing the what, why and how together and harnessing an IT service experience that satisfies the end user.

WP_what_are_you_doing_to_enhance_IT_service_experience

whitepaper

The 7 attributes of high performing IT service organizations

Gartner research shows that enterprise IT maturity is stuck halfway up the 5-step ladder and is at an impasse. Our latest paper shows why maturity is more than just process improvement. The seven factors contributing towards high maturity must be strongly harnessed to ensure progress and success that is not temporary.

7_attributes_wp

whitepaper

Why you should care about the IT customer experience

Delivering world-class customer experience (CX) is the No.1 priority for business and technology leaders. But only 8% of customers believe they receive superior customer experiences. What does this mean for IT, and what can you do to improve the situation?

WP_why_you_should_care_customer_experience

whitepaper

Make your service catalog user-centric

When planning service delivery, your initial focus should be on creating an overarching IT service portfolio that aligns with stakeholder requirements and expectations. Then, in order for the business vision to be fulfilled, you must architect the Service Catalog for optimal uptake.

WP_5_steps_increasing_ROI

whitepaper

IT Asset Management: The #1 investment you should make this year

If you don’t optimize your IT asset portfolio today, will your organization still exist tomorrow? A unified ITAM-ITSM strategy can fortify data protection capabilities while strengthening the overall IT-business relationship.

WP_ITAM_No1_Investment

whitepaper

Reporting: How to escape the perfect 'IT vs rest of business' storm

Does the content of your reporting align with wider business objectives? If that’s not entirely the case, you could be driving IT and the rest of the business apart. A misaligned approach not only puts your IT budget at risk, but lessens the willingness of stakeholders to consider the organizational value of achieving higher IT Service Management (ITSM) maturity, pursuing service management beyond IT, etc.

{6e180fed-87ca-44e7-a3cc-0956a4431bec}_image_reporting1

whitepaper

What came true and what didn’t: Digging into a decade of service management predictions

In an industry obsessed with metrics, we often measure progress on a daily, monthly, or yearly basis. But today, having unearthed a selection of ITSM trends predictions from a decade ago, we dig further. This complimentary whitepaper explores which theories came true, which didn’t, and critically, explores the industry’s future direction.

{7e17324d-9b2f-497c-a9c3-38062026e41d}_image_whitepaper_trends_flashback

whitepaper

Optimizing IT service management: Comprehensive guide 2016

Process optimization: this is the top opportunity for improving service management in 2016, according to more than 100 service management experts who participated in our research. Do your goals resonate with the industry? Find out now, plus get leading insights from Deloitte, HDI and the Service Desk Institute. The paper also features Gartner research.

{5b23715a-dfed-454e-ab03-fa5e7f59a7f1}_thumbnail_top_trends_2016

whitepaper

IT disconnected from the business? Mend the divide by creating a healthy CMDB

From a business perspective, IT needs to support long-term plans to maintain marketplace competitiveness. For this, you need to produce contextualized, relevant reporting insights. But where does reporting begin? At CMDB level. Your CMDB must be designed and populated to reflect the appropriate business requirements. If you don’t get this right, you’ll have to start again.

WP_IT_disconnected_from_business

whitepaper

ITSM insights: Maturity level, budgets, and regional differences

The service management market is mature, but the constant is innovation. At Axios Systems, we embrace our duty to innovate, which means giving you the guidance and tools to allow your organization to flourish and lead. This whitepaper presents findings from our latest global ITSM research, involving 260+ large enterprises.

{21e1687e-2c89-412e-afc3-4da79697789e}_image_briefing_paper_service_management_research_part1

whitepaper

ITSM insights: Regional gulfs in service management beyond IT

Across the world, three in five organizations have adopted service management within at least one non-IT department. Despite this progress, a regional divide has emerged, with the US and UK showing greater uptake than parts of western Europe. The global community of service management professionals has taken note. Opportunities are being scoped, plans designed.

{7cc203d6-b8c7-4c4a-b302-4a2e9831ed7b}_image_briefing_paper_service_management_research_part2

whitepaper

The 3 ingredients for successful ESM: Ingredient 1 - Relationships

Applying the good practices of IT service desk methodology can help build more harmonious working relationships across the business. With stronger working relationships, everyone can enjoy more efficient processes, better output, smarter use of business resources.

{32387051-dde8-420c-a835-40baaca01c3f}_image_briefing_paper_relationships

whitepaper

The 3 ingredients for successful ESM: Ingredient 2 - Communication

How we articulate the promises of service management is a critical component to it not being lost on the wider business. At one level, providing on-the-ground examples of what we actually mean by service management can help colleagues discover the benefits. But this type of information can only take you so far. Ultimately, you need to open an ongoing dialogue with colleagues and stakeholders from across the business.

{a8912849-f5dc-4601-ac79-b1ad38057951}_image_briefing_paper_communication

whitepaper

The 3 ingredients for successful ESM: Ingedient 3 - Trust

A foundation of trust is necessary for service management to be expanded across the business. How do you get there? Satisfaction with IT services, combined with consistency of experience, must be at the forefront. When rolled out across the business and redefined through experience, trust will change behavior.

{2e8213cb-a021-42aa-bb06-b0b6456d3bb2}_image_briefing_paper_trust

whitepaper

Gamification in IT Service Management (ITSM)

Gamification isn’t new. Sales managers have been using competition as a motivation tool for decades. What is new is the application of game mechanics to other areas of the business – IT included. But how do you join the dots between game mechanics and real-life improvements in IT? In this briefing, we look at gamified IT service management: the tools, where to apply them, and how to plan out a successful gamification program.

5 Min Gamification in Service Management

whitepaper

Social Knowledge Management

Knowledge is the lifeblood of an organization, yet most IT knowledge management initiatives fail to gain traction. Why? Trying to populate a knowledge base by brute force doesn’t work. The people with valuable knowledge are always busy. But there is another way: by capturing conversations about IT problems – as they happen – you can feed and refresh your knowledge base.

5 Min Social Knowledge Management

whitepaper

Making IT Collaboration Work

IT needs to harness social technology with a clear purpose. Enterprise collaboration tools are gaining traction in other areas of the business and the benefits of a more “social” business are becoming tangible. Social collaboration is destined to be the next great paradigm shift in internal corporate communication and co-working.

5 Min Making IT Collaboration Work

whitepaper

8 key challenges for the service desk, 2015

Businesses are more dependent on technology than ever before, so the role of the service desk is becoming more important to end user productivity and business performance. In this whitepaper, we look at the challenges service desk teams face, and the trends driving these challenges. We look at the opportunities that arise from overcoming each challenge and set out practical solutions.

8 key challenges for the service desk

whitepaper

SaaS ITSM: Time to switch?

Is your on-premise ITSM software delivering value to the business, or is it just a resource drain? In this whitepaper, we compare the SaaS and on-premise delivery models for IT Service Management (ITSM) software. We show you how to measure the value you're getting from your on-premise solution and assess how it weighs up against a hosted solution.

SaaS ITSM Time to switch

whitepaper

Migrating to a new ITSM platform

For 82% of CIO’s, the #1 top priority in 2014 is to support new service requirements in their organization. Having the right IT Service Management technology is critical. However, many IT departments are struggling with outdated ITSM solutions which are difficult to manage. This whitepaper provides a concise guide for a successful ITSM migration.
 
Migrating 7 steps for success
whitepaper

Building a social service desk

Social IT is cutting edge, but many organizations are struggling with where to start and how to make the theory work in practice. This whitepaper clearly explains the key concepts behind Social IT and how they can be applied to deliver tangible benefits – better communication, better alignment, better knowledge sharing, better support, more productivity and happier IT customers.

WP_Building_a_social_service_desk

whitepaper

Enterprise Service Management: The service-oriented enterprise

Innovators are shifting from delivering service within functional silos to managing service across every aspect of their organization. The rise of Enterprise Service Management (ESM) has redefined the future role of IT, placing it at the heart of business transformation. 

ESM_beyond_ITSM

whitepaper

5 software upgrade headaches...and how to avoid them

Enterprise applications should deliver strategic value, not drain resources through application management overheads. Upgrades are necessary to get access to the latest technology you need to support the business, but often the complexity of the upgrade project makes it impractical or even impossible.

WP_5_Upgrade_Headaces_

 

 

 

whitepaper

Improving ITSM by leveraging user feedback

In this how-to guide we look at how you can build a Voice-of-the-User (VoU) program to tap into feedback and better align services with end user expectations.

how_to_improving_ITSM

 

whitepaper

5 bad habits that kill IT innovation

The IT department’s ability to innovate is critical to the success of businesses in today’s fast-paced markets. In this how-to guide we look at the 5 bad habits in IT that prevent companies from turning great ideas into real innovations.

guide_5_bad_habits

whitepaper

The Key questions you need to ask to improve IT service delivery

Planning an IT service improvement roadmap is complex and requires consultation with many stakeholders from within IT and the business. There will be many questions that need to be asked. Asking the right questions will help you gather the information you need to make sound strategic planning decisions. The result is a workable IT maturity improvement roadmap that will deliver a more capable, agile and cost-effective IT department.

guide_key_questions_you_need_to_ask_to_improve_service_delivery

whitepaper

Practical guide to integrating ITSM and ITAM

IT Service Management (ITSM) and IT Asset Management (ITAM) are closely related disciplines within IT that are converging to face the new challenges of enterprise IT today. By integrating these two key functions, organizations can streamline IT performance, reduce costs and support more cohesive strategic planning.

WP_pratical_guide_to_integreting_itsm_itam

whitepaper

Implementing Enterprise Service Management (ESM)

For decades, IT has been under pressure to improve services and reduce costs. Enterprise Service Management (ESM) is about extending the success that IT has achieved to other “non-IT” support functions to improve operations. But where do you start with implementing ESM? How can you succeed?

how_to_implementing_ESM

whitepaper

ITAM use cases: Achieving transformation change with assyst

How can you save time and money while driving maximum efficiency? Addressing common business issues, including Software Re-harvesting, Patch Management and Performance Monitoring, discover how Axios Systems achieved significant cost savings by implementing its own integrated assyst ITAM Suite.

WP_achieving_transformational_change_assyst_itam

whitepaper

Choosing IT management tools that work for you

For most organizations, maturity is stuck at “average”. Only 10% of IT organizations are getting real traction on the path to IT excellence. Why? Organizations are making progress until they hit a familiar brick wall: tooling. They’ve either outgrown their IT management tools, or over-customized to the point where they’re spending more time managing tools than managing services.

WP_choosing_it_management_tools_that_work_for_you

whitepaper

The 5 key ITSM goals to help drive operational efficiency in 2018

The IT and service management industry underwent something of a transformation during the course of 2017 and it looks set to continue on its evolutionary path as we embark on an exciting 12 months ahead. This whitepaper explores the five key industry trends for the coming year and offers recommendations based on extensive analyst research.

WP_5_key_ITSM_goals_2018

whitepaper