Axios Systems provides a variety of IT management solutions and services through a single product, Axios assyst. The company was the first IT vendor to adopt the ITIL (IT Infrastructure Library) best practices framework, now a widely accepted global guideline. The company addresses many IT concerns with its single product offering and aids customers with IT consulting, training, and support. Axios attempts to provide simplicity in its services, as opposed to the broad catalog of different enterprise solutions offered by other vendors. The company touts the experience it has had since 1988 and the long-term value it delivers to its customers.
Axios Key Features
Help desk support has been a fully integrated feature in the assyst software since the product’s inception. It includes all help desk necessities, including service catalog, self-service, process automation, tracking, dashboards, and process integration.
- Incident Logging: Record incidents through simple logging forms, or create a pre-populated template record for routine incidents. Incident records can be created automatically by integrating assyst with systems monitoring tools.
- Prioritization: Prioritize requests by labeling them under services, assets, or users.
- Routing and Alerting: Incidents are automatically directed to the right people based off the concerned application, service, user, or other characteristic.
- Trend Analysis and Incident Monitor: Resolve overarching issues by analyzing similar requests.
- Incident Monitor: View an organized, prioritized queue of customer inquiries.
- Tracking and Compliance: Have a record of all trouble tickets and any subsequent updates to the ticket lifecycle, from initial report through release.
- Dashboards and Reporting: Real-time dashboard reporting of incident management Key Performance Indicators (KPIs), as well as detailed infrastructure, efficiency, and intelligence reporting.
The advantages of using this help desk feature from within a single enterprise solution are the application’s stability in operating with the system (as opposed to working with a collection of different products), the ability to run multiple processes concurrently with the help desk application, the ability to manage a full incident lifecycle from within a single solution, and having a simple upgrade path with one vendor.
Hosted on a Java platform, the Axios assyst solution is based on an open architecture to allow portability and integration with any third party infrastructure support tools. The solution can be adapted to specific needs through built-in configuration tools.
“The gateway saves us a lot of time and money,” says Alan Luhman, assyst administrator at Standard Bank PLC London. “The Service Desk can resolve more incidents first time as assyst accurately displays the user’s asset details on logging the call without time-consuming manual updates.”
“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,” said Swisscom.
“At last, a pragmatic vendor who delivers what they promise. No surprises, no hidden costs. A refreshing change in the software world,” says Environment Agency.
Other customers include Royal Liver, Allied Bakeries, Aviva, Student Loans Company, Arab Bank, Leaf International, prosystems IT, Shop Direct, Clinphone, the Government of Bermuda, Gulf News, Northgate, Saudi Hollandi Bank, and CHS Inc.
As part of its assyst solution, Axios Systems provides a convenient help desk offering. The strength of Axios’ product model is simplicity and ease of application integration. In looking at this product, consider whether a fully integrated IT system would be helpful to your company.