Insurance premium for Axios as CIS upgrades IT Help Desk

Edinburgh: 17 april 2003

The Co-operative Insurance Society (CIS) has selected Axios Systems’ assyst software product as its upgraded Help Desk and IT Service Management tool.

The contract gives Axios another strong foothold in the insurance and financial services sector.

UK-based CIS is one of the UK’s top five home insurers, covers more than one million motorists, and is a mass-market financial services provider, managing over £20 billion of assets for 5 million customers.

CIS’ Help Desk staff will initially use assyst for Incident, Problem, Asset and Change Management. Their work includes fault resolution and analysis for the Society’s entire IT infrastructure which include 3,500 laptops used by its mobile sales force.

Demands on the Help Desk have been increasing as the organization seeks to keep costs down while further improving service quality. CIS has some 11,000 staff, more than 120 district offices and 22 claims offices located throughout the UK.

The organization researched dozens of products before settling on assyst, an integrated ‘out of the box’ solution, to replace Tivoli’s 14-year-old Infoman system.

CIS was looking for a flexible, easy-to-use product to streamline its Help Desk operation, enable incidents to be resolved more quickly, and provide a single source of information on around 45,000 IT assets.

A vital factor in CIS’ choice was compliance with the IT Infrastructure Library (ITIL®), a set of internationally accepted guidelines for Best Practice in IT Service Management.

Ailsa Symeonides, Sales and Marketing Director of Axios Systems, commented: "ITIL® helps organizations provide quality IT service in the face of budgetary constraints, system complexity, rapid change and growing user expectations. One of assyst’s major benefits is that it was designed from inception around ITIL® which offers a tried-and-tested set of processes for managing IT infrastructures most efficiently."

CIS intends to use assyst to help monitor Service Level Agreements (SLAs) with external and internal suppliers.

Comprehensive management information will be generated via Crystal Reports. The product will link with IBM’s OS 390 (ZOS) server operating system and DB2 database.

Symeonides added: "We are delighted that CIS has chosen assyst to help ensure the smooth running of its IT Help Desk. This win adds yet another blue chip name to our client list and strengthens our presence further in the insurance and financial services fields."

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