ASX-listed reseller, Corporate Express (ASX: CXP), is rolling out Axios’ IT service delivery platform as part of a major overhaul of internal operations.
The office and IT supplies player has replaced HP Service Desk with assyst IT service management (ITSM) software from UK-based Axios Systems. According to a company statement, 2600 internal users and 1500 external customers are supported by the new platform.
Corporate Express service delivery and assurance manager, Simone Archbold, said the initial phase of the project, which was completed on February 1, focused on ripping out the old platform in favour of assyst and its increased service delivery functionality. Key areas of focus were change and configuration management implementation, bringing multiple interfaces to IT systems, adding tools to configure item data, and automating incident management.
The assyst platform allowed Corporate Express users to be more proactive and gain new intelligence around systems management, reporting and processing using ITIL (Information Technology Infrastructrue Library) methodology, Archbold said.
“The old system had limited functionality – we initially replaced incident management and change management, as well as gateways for asset and configuration management,” she said. “It’s not just about getting data on IT assets; this builds relationships between everything.”
The assyst platform has also been integrated with Corporate Express’ customer-facing ordering system, NetExpress service desk, which is accessed by 280,000 users online.
Archbold said the second and third phases involved expanding its use of configuration management and utilising additional ITIL practices like release management. Work is also being done to build a knowledge management portal to enable internal users to log jobs and locate in-depth information.
Archbold hoped to have the last two phases of the project completed by the end of 2010. Although declining to disclose financial details, she expected long-term cost savings would be significant.
“The speed and simplicity we were able to implement the solution was impressive,” Corporate Express CIO, Garry Whatley, said in a statement. “We were hamstrung with our previous service delivery tool in rolling out our ITIL process journey.
“I’m highly confident now that we not only have the right tool in place to accelerate our service delivery objectives, but also one that will ensure we are able to raise the bar across the entire service delivery portfolio for our internal and external customer base.”