Facilities firm adds software facility to boost IT service

Edinburgh: 14 april 2003

Leading facilities management services company Interservefm Ltd has chosen Axios Systems' assyst IT Service Management (ITSM) software as a key part of a program to further improve the quality of its IT support.

Interservefm, the facilities services division of Interserve Plc, is one of the UK's top providers of management and support services for commerce, industry and the public sector. These include traditional and Private Finance Initiative (PFI) contracts in the fields of education, healthcare and defense.

Its Service Improvement Project (SIP) has been established with the assistance of vendor-independent consultancy e2e which provides an 'end-2-end' portfolio of specialist professional services for the ITSM market.

"Interservefm wanted to further improve the quality of its IT support and identified the IT Infrastructure Library (ITIL®) as the way forward for this," e2e Customer Services Managing Director Barclay Rae explained. ITIL® is an internationally accepted set of guidelines for Best Practice in IT Service Management.

"We carried out an independent 'health check' and planning exercise to find out where the organization was against where it wanted to be with ITIL®," he added. "As part of the resulting SIP, a short list of suitable ITSM vendors was compiled and assyst was selected. It is a reliable, well established and ITIL®-compatible product that can be implemented out-of-the-box. We decided that assyst would do the vast majority of things necessary to quickly deliver better Service Management functionality."

Ian Cox, Interservefm's Head of IT, commented: "Our 5,500 staff seek to offer the highest levels of performance, wherever they operate. We therefore need to keep improving our IT support and other capabilities. Axios showed great flexibility and were keen to work with us on our current objectives and future plans."

Axios Systems will develop new modules in assyst to support Interservefm's future commercial developments. This will include a Purchase Order capability within assyst which will be used for the procurement of goods and services.

Sales and Marketing Director Ailsa Symeonides said Axios was delighted to have won the business after endorsement by a leading independent specialist consultancy. "Adherence to ITIL® is at the heart of our strategy and is a major reason for our continuing success," she commented.

"assyst is a proven and effective solution which embraces the Best Practice ITIL® philosophy. We are very pleased that e2e and Interservefm have concluded that it delivers a powerful IT Service Management framework to improve the standard of IT support."

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