IT systems supporting health services in Fife are to receive a shot in the arm

IT systems supporting health services in Fife are to receive a shot in the arm

The local health authority, NHS Fife, has decided to install Axios Systems’ award-winning Help Desk and IT Service Management (ITSM) solution, assyst.


The organisation is the result of the amalgamation of Fife Acute Hospitals NHS Trust, Primary Care NHS Trust and Health Board. The three units either did not have an ITSM tool, were using an in-house solution or had installed another commercial product. 


assyst is being implemented at a new consolidated IT Help Desk at Victoria Hospital, Kirkcaldy, supporting some 3,000 PCs and laptops. NHS Fife is responsible for 13 hospitals and 57 general practitioner centres, and employs more than 7,700 staff. 


Donald Wilson, Head of IT Services at NHS Fife, said the upgrade followed a decision to introduce the IT Infrastructure Library (ITIL® - internationally accepted guidelines for Best Practice in IT Service Management) to promote the development of services. 


“When we looked at the ITIL® framework and processes and saw assyst demonstrated, we quickly felt this was the product which would best help us embed into ITIL®,” he commented. 


Mr Wilson described assyst as “extremely rich in functionality and seemed to meet all our requirements for mapping into ITIL®. It is also highly configurable and scaleable, so we could start small and then push it to the boundaries.” 


NHS Fife will begin using assyst for Incident and Problem Management, followed by Change and Configuration Management. 


All staff have been given ITIL® training by consultancy Pink, and Axios will provide training in workshops and on a product basis. 


“We are very impressed with the information that we can get out of assyst,” Mr Wilson added. “We have been struggling to correlate incidents with the relevant hardware. The assyst tool will give us far better management of our IT infrastructure. 


“We have also been very impressed with Axios as a company. They ooze partnership and putting the customer first. Its staff have been very helpful throughout the process and we are looking forward very much to a proactive relationship with them.” 


The deal is another success for Axios Systems in Fife. assyst is the core of the IT Service Management systems of Fife Council which has been an Axios client for many years. The Council uses assyst for Incident and Asset Management, including control of computers in the county’s schools. 


Voted the UK’s top software vendor by the UK Help Desk Institute three times in succession, Axios also provides ITSM software for many other local government bodies and health authorities in the UK and Western Europe. 



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.