Financial group banks on assyst for new Service Desk

Edinburgh: 17 februari 2003

Help was quickly on hand when the UK's leading retail financial services advisory group needed to upgrade its IT Service Desk.

The Help Desk, based at the Wimbledon, London headquarters of Inter-Alliance Group PLC, handles IT problems for some 1,200 staff and its nationwide network of regulated independent financial advisors.

Inter-Alliance, which provides financial planning services to private and corporate clients, banked on Axios Systems' assyst software as the heart of the new unit where some dozen staff had previously used an Access database with no Service Management functionality.

"We wanted a fully integrated tool for incident, problem and change management; It was also important to get call history, better management information and a range of Service Management functionality," said Shaun Behan, IT Manager when the system went live.

"We chose assyst because it offered the best functionality and value on the market," he added.

Installation of the new system had to take place in a narrow six weeks 'window of opportunity' because of another company-wide project which also had to be implemented.

"This was around half the time which I personally would have liked to get the Help Desk system up and running but everything went very well. It went in on time, on target and on budget. assyst did exactly what we wanted it to do," Behan said.

"Axios bent over backwards to meet our tight deadlines. They were very flexible. Their implementation team were excellent - cutting edge - and really knew their stuff."

Inter-Alliance can now get through more work with the same number of staff and audit trails are better defined.

The organization plans to expand the assyst user base and use of the tool.

Ailsa Symeonides, Sales and Marketing Director of Edinburgh-based Axios Systems, said the sale represented another important move by the company into the financial services market where it already has major banking and insurance clients in the UK and Europe.

"We are delighted to have received this powerful endorsement from such a prominent financial services organization and are particularly proud of the skills and speed of our implementation team," she commented.

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