Axios implements ITIL framework for Arab Bank in Jordan

Axios implements ITIL framework for Arab Bank in Jordan

Axios said the new business with Arab Bank, which has the biggest branch network in the Middle East and considered the largest banking group by equity in the Arab world, represented further significant success in one of the world’s fastest growing regions for IT expenditure. It added that further agreements with new customers and partners in the Middle East would be announced shortly. 


Arab Bank, which reported assets of almost $US 27.5 billion (15.3 billion Sterling) in 2005, said its decision to purchase assyst was the result of a decision to introduce processes based on the IT Infrastructure Library (ITIL®), internationally accepted guidelines for Best Practice in ITSM. assyst has been developed from inception around the ITIL® framework. 


The solution is being implemented in its IT centre in Amman which employs around 90 of the Bank's 2,500 Jordan business staff, and is due to be rolled out globally in phase 2. It replaces a mix of tools developed in-house and purchased from external suppliers. 


Before opting for assyst, other top tier products were reviewed. “Axios’ offer was the most effective from a value perspective,” commented Basil Abdel Nabi, Deputy Head of IT. 


It will use assyst for incident management, storage and retrieval of knowledge procedures, storage and management of Service Level Agreements, managing reporting for monitoring and control, Problem Management, and Change Management. It also plans to install the Web-based self-service companion product for assyst, assystNET. 


In addition the Bank will take advantage of assystDiscovery to collect information from Microsoft SMS about PCs and servers. assystDiscovery integrates up-to-date asset inventory information from external inventory management software tools. “This will give us the added benefits of an automatic, accurate and quick way of keeping our assets information up-to-date all the time,” Mr Abdel Nabi commented. 


Integral to any ITIL® Asset Management software implementation is the single underlying Configuration Management Database (CMDB) which provides an accurate inventory of IT resources and the relationships between them. The CMDB is at the core of assyst instead of being simply a bolt-on as it is with some other ITSM tools. 


“We assessed that it was necessary to implement ITIL® standards to gain improvements in IT operations and quality of service delivery,” Mr Abdel Nabi said. “Axios was selected because it is focused on ITIL® and IT Service Management, and has won global awards. Its consultants also proved their experience and knowledge during presentations at Arab Bank.” 


Mr. Abdel Nabi added that ITIL® was essential for aligning IT services with the business and provided full transparency of IT operations. The availability of an Arabic language service was “mission-critical,” he went on. 


“We are very excited about winning this business from Arab Bank and the enormous potential elsewhere in the region,” said Markos Symeonides, Regional Development Director for Axios Systems which has 11 offices in nine countries. 


“Due largely to increasing oil and gas revenues, the Middle East is becoming an increasingly important market for ITSM,” he commented. “Changing business attitudes among local end-users combined with increasing investment in complex hardware and software technologies will continue to promote the rise in interest.” 


Mr Symeonides continued: “Arab Bank is helping drive the adoption of ITIL® Best Practice in the Middle East. Axios believes assyst will create many benefits for the bank. This signals another important step in our company’s geographic expansion.” 



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.