IT Services

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AWAL benefits from single channel support

IT consultant AWAL has deployed the Assyst ITSM suite from Axios to consolidate service management by introducing a single channel for customers and staff. AWAL support both public and private sector organisations, providing bespoke, flexible, and scalable IT infrastructures, with focus on enabling customers to reap the maximum benefits from their investment. “We chose assyst because of […]

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Government deal aims to reduce ICT costs by 40 per cent

Service integration provider BAE Systems Detica has been tasked by the Foreign and Commonwealth Office (FCO) to manage ICT across a global estate of user and reduce costs by up to 40 per cent. The five-year, £40 million deal will see BAE taking responsibility for delivering end-to-end ICT services across 260 posts globally, including managing suppliers […]

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Axios puts insurer’s ITSM on even keel

Marine liability insurer Shipowners Club is using ITSM software from Axios Systems in a move to reduce costs and complexity. Starting with incident, problem, change, and moving onto CMDB and asset management, the Axios software was deployed using a 10 day ‘quick start guide’. The cloud-based assystSaaS product is charged on a regular payment schedule to reduce […]

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ICCM is now OpoenText

ICCM customers assured: buyout makes us stronger

The buyout of ITSM software provider ICCM by information management specialist OpenText will benefit customers of both businesses by creating a wider portfolio more suited to tackle current and future ITSM challenges. Speaking to ServiceDesk360, ICCM’s Andy Scott assured customers that the purchase will not negatively impact service or product development.  “Customers will continue to receive the […]

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CAPTCHA tests accused of discrimination

Organisations that use CAPTCHA tests to differentiate between humans and computers for anti-spamming and other nefarious activities are being warned that they risk alienating a growing number of internet users with disabilities, according to the Australian Communications Consumer Action Network (ACCAN). Many government and internet services use the CAPTCHA test before access is granted, however […]

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It’s About Priorities, Not Service Levels

Resident IT support expert Noel Bruton continues his series addressing today’s key service desk challenges.  Here he pokes one of ITSM’s crumbly cornerstones, the service level and reveals why these fundamental building blocks of support operations are in reality a hinderance to good service. For the past twenty-odd years, I have been a consultant specialising […]

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Rich SITS13, SD360

Service desks must become business champions

Service desks are capable of solving myriad non-IT business challenges which could elevate its status immeasurably as it helps deliver bottom-line benefits.  Speaking at SITS13, Eric Wright, managing director of service desk software supplier Richmond Systems, said that while the popularity of mobile devices is helping open a dialogue between previously disinterested users and IT, […]

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