EDINBURGH, Scotland, January 19 /PRNewswire/ -- Axios Systems
(http://www.axiossystems.com) has been voted the top IT Help Desk software vendor
for the third time in succession.
The Edinburgh-based firm, which has 11 offices in nine countries in
Europe, North America, the Middle East and Asia-Pacific, "has outperformed
all others again," the Help Desk Institute (HDI) said after conducting more
than 400 interviews with users throughout the UK and Republic of Ireland.
Respondents used products from 26 different vendors.
Axios also topped the rankings in HDI's previous surveys in 2000 and
2001. Scott Leckie, the company's Vice-President, Support Services, hailed
the latest results as "a truly outstanding achievement for us and a
resounding vote of confidence from the market in our people and processes. It
is a remarkable record for Axios Systems which remains the only company to
have received the number one rating in this authoritative review."
The HDI poll did not cover vendors' actual software since it said there
was no guarantee that respondents were using the latest versions, but
concentrated on their ability to provide services, which ensured the whole
Help Desk experience was of consistently high quality.
It examined whether vendors met initial requirements, implemented
projects to plan, provided a satisfactory level of information to manage
ongoing and changing expectations, demonstrated an openness so organizations
felt part of the vendor's strategies, and had the skills and quality of
resources to provide continuous and consistent after-sales support.
Behind Axios came Touchpaper, Hewlett Packard, BMC Remedy, Datawatch, BMC
Magic, Frontrange and Sunrise.
HDI, which sets standards for the IT support industry worldwide, said
Axios had shown significant improvement in the area of maintenance and
support. "From an implementation services perspective, Axios' consulting
approach is generally good all round," it added. "Given its current position
around ITIL (the ITIL Infrastructure Library - internationally accepted
guidelines for Best Practice in IT Service Management), its key strengths
appear to be process-derived areas."
After-sales support had improved significantly since the 2001 report, it
commented. "As a software developer, much of the equity found here relates to
product releases, documentation and reporting from which customers felt they
got good value," the survey stated.
"Axios scores well across all areas of account management, with little or
no sign of any obvious weakness," it went on.
Axios scored highest for users satisfied with their current vendor and
those who would recommend it to other organizations, with ratings of 92% and
85% respectively. It was marked above average in all service areas, and
excelled in maintenance and support.
Ailsa Symeonides, the company's co-founder, said the report highlighted
the consistently high standards which Axios Systems had maintained for many
years and was further proof that it had retained its status as market leader.
"We are delighted and honored that users have voted us number one for the
third time in succession but have no intention of resting on our laurels,"
she commented. "We shall continue to set and further improve the standards by
which all vendors in this global marketplace are judged."
The company specializes in Help Desk and IT Service Management software
which handles such tasks as Incident, Change, Problem and Asset Management.
About Axios Systems
Axios Systems (http://www.axiossystems.com) is a leading provider of Best
Practice based consolidated IT Service Management software solutions.
Our customer-centric approach combined with our leading integrated
technology framework ensures our customers worldwide can align their Service
and Support organizations with the overall goals of the business.
Benefiting from over 15 years of product development and investment
around Best Practice principles, our core solution, assyst, intuitively
steers users through the IT Infrastructure (ITIL) processes.
Implementing assyst in an organization optimizes IT infrastructure
efficiency, reduces total cost of IT ownership and ensures a rapid return on
Investment.
Our commitment to Best Practice is further demonstrated through being
first to achieve BS15000 certification - the world's first formal standard
for IT Service Management.
Axios Systems is headquartered in the UK with offices across the
Americas, Europe and Asia-Pacific.
http://www.axiossystems.com
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SOURCE Axios Systems Limited
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