Axios makes it three in a row in winning Help Desk vendors’ poll

Axios makes it three in a row in winning Help Desk vendors’ poll

The Edinburgh-based firm, which has 11 offices in nine countries in Europe, North America, the Middle East and Asia-Pacific, “has outperformed all others again,“ the Help Desk Institute (HDI) said after conducting more than 400 interviews with users throughout the UK and Republic of Ireland. Respondents used products from 26 different vendors. 


Axios also topped the rankings in HDI’s previous surveys in 2000 and 2001. Scott Leckie, the company’s Vice-President, Support Services, hailed the latest results as “a truly outstanding achievement for us and a resounding vote of confidence from the market in our people and processes. It is a remarkable record for Axios Systems which remains the only company to have received the number one rating in this authoritative review.” 


The HDI poll did not cover vendors’ actual software since it said there was no guarantee that respondents were using the latest versions, but concentrated on their ability to provide services, which ensured the whole Help Desk experience was of consistently high quality. 


It examined whether vendors met initial requirements, implemented projects to plan, provided a satisfactory level of information to manage ongoing and changing expectations, demonstrated an openness so organizations felt part of the vendor’s strategies, and had the skills and quality of resources to provide continuous and consistent after-sales support. 


Behind Axios came Touchpaper, Hewlett Packard, BMC Remedy, Datawatch, BMC Magic, Frontrange and Sunrise. 


HDI, which sets standards for the IT support industry worldwide, said Axios had shown significant improvement in the area of maintenance and support. “From an implementation services perspective, Axios’ consulting approach is generally good all round,” it added. “Given its current position around ITIL® (the ITIL® Infrastructure Library - internationally accepted guidelines for Best Practice in IT Service Management), its key strengths appear to be process-derived areas.” 


After-sales support had improved significantly since the 2001 report, it commented. “As a software developer, much of the equity found here relates to product releases, documentation and reporting from which customers felt they got good value,” the survey stated. 


“Axios scores well across all areas of account management, with little or no sign of any obvious weakness,” it went on. 


Axios scored highest for users satisfied with their current vendor and those who would recommend it to other organizations, with ratings of 92% and 85% respectively. It was marked above average in all service areas, and excelled in maintenance and support. 


Ailsa Symeonides, the company’s co-founder, said the report highlighted the consistently high standards which Axios Systems had maintained for many years and was further proof that it had retained its status as market leader. 


“We are delighted and honored that users have voted us number one for the third time in succession but have no intention of resting on our laurels,” she commented. “We shall continue to set and further improve the standards by which all vendors in this global marketplace are judged.” 


The company specializes in Help Desk and IT Service Management software which handles such tasks as Incident, Change, Problem and Asset 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.