Businesses Believe it is Important to Achieve ITIL Alignment and Support its Principals
Businesses Believe it is Important to Achieve ITIL Alignment and Support its Principals
  • Korea IT Times
  • 승인 2010.02.12 14:58
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Australia, 12th February, 2010 - Axios Systems, the world's leading provider of IT Service Management (ITSM) solutions, including the assyst software, reveals in a recent survey that 78% of delegates at Australian events felt that their organisation supported ITIL and its disciplines, and that the framework was acknowledged by the business as a contributor to business success.

With an ever increasing focus on the achievement of goals coupled with budget reductions, organisations are looking for ‘smarter' technology.

A Gartner January 2009 report by Patricia Adams and Ed Holub, "IT Infrastructure and Operations Leaders Key Initiative: ITIL and Process Improvement" states that "Developing a portfolio of standardised IT services with repeatable process methodologies for service delivery and support will help IT organisations improve IT service quality, reduce costs, and increase business value and agility."

Russ Burnett from Dr D Studios, an Axios Systems customer, live since Sept 2008 says, "We estimate that we have saved approximately AUD $130,000 per year while utilising assyst in comparison to the simple request tracking which we were doing prior."

Burnett states that the up-and-coming production studio, currently producing "Happy Feet 2", has achieved these gains through a 5% saving in man hours in an AUD $2 million payroll budget. They have also improved the quality of service provided which has resulted in a saving of approximately AUD $20,000 per annum, via reduced downtime and overall efficiency gains. They do this through the use of the assyst Process Designer and Impact Explorer which shows the visibility of links between Configuration Items.

The most considerable savings have come from the ability to make strategic and tactical decisions within the ITSM solution, including the ability to forecast and make informed decisions. The savings also stem from a reduction in labour spent manually auditing, counting and analysing.

The findings from these recent Australian events also highlighted that 46% of those surveyed were unhappy with their current ITSM solution.

Of those unhappy customers, 20% stated that this was due to poor vendor support and services, or a difficulty in upgrading to further versions and 48% of them stated that the reason was poor toolset functionality. Around 28% of delegates stated their reasons as a high cost of maintenance, and that the solution had never been adequately reviewed in terms of its performance following implementation.

Andros Symeonides, Senior VP Business Development at Axios Systems, says, "When you purchase assyst, you also gain a partnership with Axios Systems. Our relationships with our customers are very strong and we have a considerably higher than average customer retention rate. Most of our new functionality, including the intuitive Service Catalogue and Designer, is derived from customer feedback. We offer a seamless upgrade path between versions, so that upgrades are easily achievable, quickly and effortlessly. The relationships we have with our customers and our sole focus on ITSM are our core strengths."

Methodology
Over 250 delegates were surveyed at two large Australian industry events during winter 2009.


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