Service Desk Becomes Focus of IT Service Management Initiatives, According to EMA and Axios Systems
The report, "The Aging Help Desk: Migrating to a Modern Service Desk," offers a number of compelling findings from its survey of 1158 IT professionals. Currently, 62 percent of IT professionals are making the Service Desk part of the main ITSM strategy, or are planning to do so. Over half of individuals from large enterprises are seeing multiple service desk tools being utilized, many of which will consolidate operations. ITIL disciplines are now being identified as critical to the service desk operations, with over 64 percent of respondents having already deployed or in the process of deploying ITIL V3.
Some of the highlights from the report regarding service desk priorities include:
- "Service Catalog is a Key Growth Area: 56 percent of respondents have deployed or are planning to deploy a Service Catalog.
- "Self-Service is a Top Priority: Selfservice is a strong area of investment because of its ability to lower call volume and resolution time at the service desk."
- "Knowledge Management: Will also show growth in the coming years as a key corporate resource. Effective access of that knowledge is critical."
Lisa Erickson-Harris, Research Director at EMA and leader of the study states, "EMA has long believed that the service desk represents an area of investment for the enterprise. Our research confirmed that - even in this down economy - companies view the help/service desk as a place where spending can drive returns through technology automation, the introduction of selfservice and consolidation in operations."
Markos Symeonides, Executive Vice President at Axios Systems adds, "Axios often encounters organizations that need to implement a new Service Management application in a very short timelineusually due to regulatory requirements. One of Axios' key strengths lies in our ability to propel customers on a rapid path to implementation and value. Because of assyst's outofthe box, yet configurable approach, customers don't get bogged down with costly customizations that deliver little incremental value. Instead, we help customers design and automate processes based on industry best practices that ultimately improve service quality and efficiency."
About Enterprise Management Associates
Founded in 1996, Enterprise Management Associates (EMA) is a leading industry analyst and consulting firm dedicated to the IT management market. The firm provides IT vendors and enterprise IT professionals with objective insight into the realworld business value of longestablished and emerging technologies, ranging from security, storage and IT Service Management (ITSM) to the Configuration Management Database (CMDB), virtualization and Service-Oriented Architecture (SOA). Even with its rapid growth, EMA has never lost sight of the client, and continues to offer personalized support and convenient access to its analysts. For more information on the firm's IT Management Research Library, free online IT Management Solutions Center and IT consulting offerings, visit www.enterprisemanagement.com or follow EMA on Twitter.
Axios Systems GmbH
Axios Systems is a leading provider of IT Service Management (ITSM) solutions. Its customercentric approach, combined with its awardwinning software, enables customers to improve their Service Delivery and Support and deliver Continual Service Improvement (CSI) by helping to align and realign IT services to changing business needs, supporting business processes and improving productivity.
Benefiting from more than 20 years of development and investment around Best Practice principles, Axios Systems' core solution, assyst, built around a marketleading Configuration Management Database (CMDB), intuitively steers users through the ITIL (Information Technology Infrastructure Library) processes which help organizations transition toward the next generation of ITSM and Service Desks. assyst offers a unique lifecycle approach to ITSM with the integration of all ITIL processes (including Incident, Capacity, Problem, Change, Asset, Configuration and Service Level Management), twelve of which have been verified by Pink Elephant's PinkVERIFY service as compatible with industry best practices (based on ITIL V3), in a fully integrated, outofthebox application. It empowers management with a dashboardbased transparent view of realtime performance against Service Level Agreements (SLA), and Operations Level Agreements (OLA).
Implementing assyst into an organization optimizes IT infrastructure efficiency, reduces overheads and lowers the total cost of IT ownership (TCO), helping to ensure a significant return on investment (ROI) with rapid timetovalue. Axios also offers a comprehensive set of consulting and training services to support ITSM best practices in an organization.
Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. Axios' global presence is further strengthened with a worldwide network of partners. For more information, visit: www.axiossystems.com.
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.