Service management software provider Axios Systems has updated its flagship assyst service desk tools, adding new knowledge management features aimed at improving service agent productivity.

The new features include integration with information management vendor Knowledge Power Systems' flagship product Universal, which will give service desk staff quick access to systems and applications details.

"The whole point of ITIL version 3 is [to ensure services staff] can extract information from data, derive knowledge from that data and then turn it into wisdom, so that's what we tried to implement in this product," said Axios business development vice president, Markos Symeonides. "Helping them find the right information quickly will improve the service and reduce the number of calls to the service desk – if they have a powerful knowledge tool they can that share information with the end user."

The system is also able to learn from previous requests whether the information returned was useful in solving a query, thus saving time and improving the success rate of future similar queries, he added.

The product also includes new custom-designed middleware – the Alert Bridge – to integrate with infrastructure monitoring tools, and new assyst Net Mobile technology which allows customers to access information and approve service requests on the move.

"Anything you could do from an end-user self-service point of view before you can now do on a mobile client," explained Symeonides.

In related news, new research by managed services provider Dimension Data has found that two-thirds of organisations globally have now engaged with ITIL.

The report also found that the largest orgasnisations are likely to be most inclined to implement ITIL; 87 per cent of enterprises with over 10,000 employees said they had engaged with the framework.

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