ICT service management services and solutions specialist NSS believes the rapidly increasing adoption of Axios Systems` unique life cycle approach to IT service management disciplines by South African enterprises has shown a growing local maturity in this fast-developing area.
CEO Lynda Odendaal, who is exclusive business partner to the Edinburgh-based company, confirmed that her Axios customer base has blossomed to include telcos, financial institutions, parastatals and municipalities - high ticket investors into the Axios solution, which provides a single integrated product in the service desk, incident, problem, configuration/asset and change/release management arenas.
Named Assyst, this single integrated solution sits at the hub of the IT operations and offers unprecedented levels of consolidation and cohesiveness to the service support and delivery process.
"We understand that the market demands a combination of process, organisation and technology in order to succeed," Odendaal explains. "To this end we provide a suite of skilled ICT service management best practice experts and have traditionally formed strong business partnerships with leading companies, which develop best of breed technology solutions.
"Based on Axios` local and overseas track record - it is perennially voted top IT Help Desk software vendor in overseas surveys - Assyst clearly fits into our game plan."
The product`s adoption in a country famous (or perhaps infamous) for its iron rule over new technologies and software suggests IT support staff now have a greater handle on the average cost of each call they handle, Odendaal believes.
For example, most companies are unable to provide a figure for the average fully loaded cost per call to the service desk. Support staff`s ITSM solutions have traditionally left support staff in the dark simply because of a lack of measurement mechanisms incorporated in their service desk tool... with concomitant financial ramifications
"Assyst allows measurement of how long each call takes to resolve during its entire life cycle, and the equivalent cost of doing so, and by implementing Assyst for financial management, there is increased awareness of what services actually cost," Odendaal explains.
"Therefore, staff members now understand cost implications due to lack of service, allowing for accurate budgeting for providing IT services, and obviously providing strong total cost of ownership (TCO) and return on investment (ROI) figures, as IT costs are accounted and recovered in a fair manner."
For further information: (011) 519 8600 or visit www.nss.co.za
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