Designed from inception to integrate all ITIL processes into a single application

Service Desk & Incident Management

Service Desk and IT Service Management Software

www.axiossystems.com

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Typical Incident Management Lifecycle

The assyst solution is a market-leading enterprise solution for Service Desk and ITSM. It empowers customers to tackle the challenges of ITSM by combining all service delivery and support processes within a single integrated toolset to drive rapid improvements in IT maturity, agility and efficiency.

Keep Users ProductiveCan you track user issues from end-to-end?Do you have visibility of the cost and impact of service outages?Is the burden of operational support holding back your IT department?

The Service Desk is the public face of IT and the heart of IT support. It performs a critical role in the business by ensuring the productivity of personnel across the organization and communication between IT and the business. To enable this, IT organizations need a Service Desk solution that supports ITIL best practices for IT Service Management (ITSM), consolidating the Service Desk function with the processes that underpin the efficient delivery and support of services.

Incident Monitor to show all incidents at-a-glance.

Service Desk &

Incident Managem

ent

Service Desk Knowledge Management

Self-service

Process AutomationMonitoring & Tracking

ITIL Process Integration

Dashboards

Incident Detecting & Recording

Initial Classification & Support

Investigation & Diagnosis

Resolution & Recover

Incident Closure

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“With the help of assyst Incident Management, we can now benchmark ourselves against other organizational units. Another great advantage is the ability to use Incident Management with minimal configuration effort, both in terms of process and application, for other products or services.” Swisscom

Axios

For

Service Desk & Incident Management Change Management • Problem ManagementConfiguration Management • Asset Management Service Level Management • CMDBService Catalog • SaaS offering

Axios

For

Service Desk & Incident Management Change Management • Problem ManagementConfiguration Management • Asset Management Service Level Management • CMDBService Catalog • On premise or SaaS offering

assyst Product suite

Dashboard can be configured to show many reports including Service Desk operator productivity and call levels.

Established in 1988, Axios Systems is the world’s leading independent provider of Service Desk and IT Service Management (ITSM) solutions. Its software, assyst, is a fully integrated, out-of-the-box solution, available in on-premise and SaaS models, which helps organizations optimize IT infrastructure efficiency, reduce overheads and lower the total cost of IT ownership.

www.axiossystems.com

Service Desk and IT Service Management Software

Service Desk &

Incident Managem

ent

Main Benefits Consistent processes for call logging and resolution �� Reduce costs through increased first time fix rate �� Improve service response, communications and �� resource management Improve staff retention and morale �� Increase confidence in IT systems and services �� Increase customer satisfaction �� Rapid resolution through centralized knowledge base��

True Service Desk Consolidation Through Powerful Integration

assyst offers unrivalled connectivity via a wide range of plug-in adaptors which enable assyst to interface to any external application. For example, assyst can interface with network and systems management software by automatically accepting incidents triggered by such systems. By bridging the gap between business and technical management of networked IT systems, assyst offers an unprecedented level of cohesiveness. As a result, Service Desk staff can proactively manage network and system events, and pre-empt problems before they result in service degradation.

End-to-End Incident Management Incident Logging Record incidents rapidly through easy-to-use logging forms, or create a pre-populated incident template record for common or routine incidents.Incident Monitor A flexible, prioritized, work queue management tool ensuring technicians have full graphical visibility of workloads and priorities at-a-glance.Rapid Business Rule Builder Quickly map rules which are important to the business into the incident process.Major Incidents Serious service failures are managed effectively with functions such as repeat incident and group actions.Investigation and Diagnosis Identify workarounds and resolutions by searching the knowledge base and utilizing infrastructure visualizations stored in the assyst CMDB.Event Lifecycle Management Full Service Desk visibility of the incident-problem-change-release lifecycle.

Automation of Processes

Automated Incident Logging Create incident records automatically by integrating assyst with your systems monitoring tools.Routing and Alerting Automated routing of incidents and resolution tasks by affected application, service, user or other attribute.Automatic Notification Configurable e-mail alerts of defined events, such as new tasks allocated or service level status changes.Model Incidents Minimize time spent on repetitive tasks, such as password resets.Prioritization Incidents linked to services/assets/users and prioritized by business impact.

Real-Time Management Reporting

Trend Analysis Identify ‘fragile’ components and incidents introduced by change.Tracking and Compliance Incident records link to problem records and to the resulting change records to create a full lifecycle view. All actions performed on incidents are recorded for full audit reporting.Dashboards and Reporting Real-time dashboard reporting of Incident Management Key Performance Indicators (KPIs), plus detailed infrastructure, efficiency and intelligence reporting.

Key Features

Service Desk & Incident Management

Release

Change

Problem

IncidentService Desk

Procur

ement

Servi

ces M

odeli

ng

Service DeliveryService

Catalo

g

Continual Improvement

Deplo

ymen

t

Mana

geme

nt

Retire

ment Dispo

sal

Service Retirement

Assets & Inventory

Email

HR

APIs

Databases

Other ITSM

Custom App’s

Event Monitors

Discovery

Performance

LDAPContacts

CMDB

CMS

Supp

ort L

ifecycles Service Lifecycles

Asset Lifecycles

Governance

Infr

ast

ruct

ure

& Infr

ast

ruct

ure

Managem

ent

Gateways

CMDBThe CMDB is the foundation of the assyst solution, providing a central store for all the information required to support best practice IT Service Management.

Federation - The assyst CMDB gateway provides out-of-the-box adapters for rapid integration between the CMDB and external sources (discovery tools - such as assystDiscovery – asset register, directory sources, and other 3rd party monitoring systems). This ensures information in the CMDB is kept up-to-date.

Visualization – Improve root cause analysis and change impact assessment with the assyst Impact Explorer – a visual representation of the entire IT infrastructure.

Reconciliation - The CMDB gateway is an intelligent interface that automatically reconciles duplicate data entries from multiple data sources. Each reconciliation is stored by the gateway to ensure rapid synchronizing of the CMDB with external sources.

“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.” Standard Bank

Resource Manager to view planned work for incidents, problems, changes and tasks.