University of Queensland embarks on new service desk era

By EgovAsia Editors | Feb 24, 2010

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The University of Queensland’s Institute for Molecular Bioscience has selected Axios Systems' assyst ITSM solution to lead them into a new Service Desk era. The Institute joins a number of Axios’ education customers such as the University of Notre Dame in North America and The Scottish Agricultural College in the UK.

The Institute for Molecular Bioscience is replacing Touchpaper’s ITBM solution with the assyst software, and their prior solution, a ticket-logging tool called Kayako, which they had for 4 years.

The Institute required a software solution that would aid with workflows, and increase their reporting capabilities. The IT Service Desk looks after 700 users within their department and will initially use the Incident, Change and Release Management functionality of assyst upon go-live.

Rowan Gronlund, Manager of IT Services at the Institute for Molecular Bioscience stated, “Axios Systems’ dedication to understanding the requirements of the Institute and thoroughness of the implementation was a refreshing insight into how a service vendor should operate. As we move into the testing phase of our implementation, we will expand further into the functionality available within the product to assist in improving and streamlining our systems and services and increasing customer satisfaction.”

The Institute for Molecular Bioscience was impressed with how quickly assyst could be implemented, as well as its rich functionality that was available out-of-the-box. Gronlund was particularly interested in the assyst Process Designer, which gives management powerful control over the design and execution of processes, and the further capability within the product that is available to them for the future. He anticipates that assyst will create better staff utilization and justification of resources for the internal team moving forward, which will be important when the IT department moves to a new user-based payment model. He also hopes in the future that they can begin to use the assyst Resource Manager functionality, which provides a Gantt-style, calendar view of planned work including incidents, problems and changes.