Swisscom Fixnet selects Axios Systems for out-of-the-box ITIL
Axios Systems, the leading international IT Service Management (ITSM) company today announced that Swisscom Fixnet has deployed assyst to improve the management of their IT resources by following ITIL®.
Swisscom Fixnet is part of Swisscom and provides reliable fixed-network communications with Bluewin, its brand for Internet services. Across Switzerland, Swisscom ensures the basic overall service which includes fix and mobile phone calls and internet services like surfing, VoIP or Internet TV anywhere in the country, at any time for a total of more than 3 millions of people.
In 2005, Swisscom Fixnet began the rollout of 3 initiatives - a hardware and software inventory project, a SOX compliance project and one to address the overall improvement of their IT Service Management. For service improvement requirements they conducted ITIL® workshops and realized that a CMDB and Asset and Configuration management tool were key requirements.
After extensive evaluation of the major ITSM products from a series of suppliers, including Altiris, Computer Associates, Peregrine and HP, Swisscom Fixnet chose Axios’ ITSM tool assyst because of its single CMDB across ITIL® disciplines, Change Management functionality and open data model for integrations. Another important factor was that they would be able to follow the ITIL® guidelines ‘out-of-the-box’ with assyst, while still maintaining a flexibility that could be aligned with their changing and future business requirements.
Swisscom Fixnet has predicted there will be many benefits from implementing the Axios solution, including the analysis and resolution of faults through a bi-directional interface from assyst to the CRM system, which is a big help for the handling of calls for the 1500 customer care employees who resolve hundreds and thousands of calls per month.
Martin Blocher, assyst System Owner at Swisscom Fixnet IT service delivery said: “We evaluated all the ITSM providers and Axios was the best fit for us. Axios is a dynamic and flexible company that responds to our specific needs. We are looking forward to reaping the benefits of implementing the Axios solution, such as greatly improving our customer service.”
Markos Symeonides, VP Business Development, Axios Systems said: “The fact that assyst is the first solution to be built around the ITIL® framework was very attractive to Swisscom. This is an exciting project for us and we are delighted to beat the competition to win this contract. Our easy to use, out-of-the-box ITIL® solution will give Swisscom Fixnet a speedy return on their investment.”
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’ Best Practice team 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, the Middle East and Asia Pacific.
Kate Hamilton/David Atkinson
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