Orange makes a healthy choice in Switzerland
The mobile phone giant is installing assyst in its Swiss operation to improve and automate its IT Service Management processes. To win the business, Axios beat off competition from Peregrine, Remedy, Hewlett-Packard and Fox IT.
The product's implementation at the central Help Desk in Lausanne follows a consultancy report by Axios - described by Orange as "excellent and professional" - on how the firm was meeting ITIL® (IT Infrastructure Library) standards. Axios won the consultancy contract after it was put out to tender.
Axios Consultant Brian Hendry explained: "Orange Switzerland were looking for a Service Management ‘health check' service. This is structured research in which we measure and benchmark a number of key items including the maturity of an organization's adherence to each of the ITIL® disciplines. We also measure intangibles such as customer satisfaction."
The consultancy report - based on interviews with around 30 IT staff and internal customers - included rankings against ITIL® standards, dealing with different areas of the firm's operations.
Brian added: "We were basically concerned with answering the questions: how well is the IT business performing and is it getting value for money out of its systems and personnel?"
Orange Switzerland's Service Management Manager Nick Smith commented: "We wanted to find out how we compared with Best Practice with focus on the desktop and Help Desk support processes. The end goal was a service improvement campaign, prioritized in the areas which were evaluated."
Orange previously used the RoyalBlue Help Desk product. "We needed a broader, integrated tool which seamlessly supported core Service Management processes such as Change and Asset Management. So we invited leading companies in the field to tender," Smith said.
Most of the organization's Service Management processes were paper-based and invisible to customers. Automation will allow users to follow actions that are being taken to solve problems.
"One of our key objectives is good management information, for instance on incidents," Nick Smith went on. "assyst will provide us with trend analysis information to improve our decision-making.
"Another key requirement is the ability to track Service Level Agreements more effectively, monitor suppliers performance and thereby help The business with contract negotiations."
Phase one of implementation includes Incident, Problem and limited Service Level and Asset Management, with phase two going into more detail on these plus addition of a Change Management module.
Many of the survey's recommendations have been incorporated in the product. Agreed response and resolution times have been mapped into assyst.
Consultancy is an increasingly important facet of the services that Axios provides. Brian and fellow consultant Gary Stalker have been on site in Switzerland more or less since early July.
"We don't just install systems and train customers on how to use them. Our services are much wider than that," Axios' Head of Professional Services Steve Spratt commented.
"Our health checks generally start off with a meeting with an organization's IT management to discuss areas in which they think there might be weaknesses. We interview key personnel, clarify their requirements and produce a report which benchmarks the organization against Best Practice.
"Orange has used some of the world's most highly rated consultancies and concluded that our report compared with the best of them."
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.