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End user feedback and how it influences ITSM strategy: Axios and Forrester combine in SITS17 Breakfast Briefing


Edinburgh, UK – 31st May 2017: Axios Systems, a leading provider of IT Service Management (ITSM) and IT Asset Management (ITAM) solutions, will team up with Forrester Research Group for a special Breakfast Briefing amid a busy itinerary at SITS17, the UK’s largest show for IT professionals on the 7th and 8th June.

Alongside promotion of the latest updates to its innovative ITSM and ITAM solution assyst, Axios – rated as a Champion in Info-Tech’s latest Software Vendor Landscape report – will identify the importance of understanding customer and employee feedback as key to unlocking innovation and breaking the ‘business-as-usual cycle’.

The result of such focus is viewed as a critical step in transforming the service management provision of an organization, as well as heavily influencing ITSM strategy.

Axios’s Chief Technical Officer, Chris Rydings, will share the stage with Forrester Vice President and Principal Consultant, David Wheable, to define how customer satisfaction and end user experience can be managed and analyzed, and the three key steps to creating an effective customer feedback program.

The Breakfast Briefing entitled: “The Catalyst for Service Innovation: Embrace Feedback” will take place on Wednesday 7th June at 8:15-9:15am.

Ahead of the Breakfast Briefing, Chris said: “SITS is the biggest stage for ITSM and ITAM professionals to showcase the latest trends and developments in the industry. I am delighted to be able to highlight the evolution of our leading ITSM solution assyst and how best it can meet the ever-growing demands of our customer base.”

“As a company, innovation is our driving force and something we encourage greatly. Our message to SITS attendees is that customer and employee feedback is of paramount importance to continued service innovation and business growth.”

As service management continues to evolve outside of traditional IT, and levels of automation and self-service technologies increase, it is now more important than ever that this feedback is analyzed, understood and incorporated into your service management strategy program.

With examples from global organizations, the briefing will consider whether happy equals efficient, and if KPIs can hide an underlying trend.

In addition to the Breakfast Briefing, Chris will also be discussing the Conflicting Priorities of the CEO and CIO within an organization in a keynote session later on in the day in the Keynote Theatre at 2:30pm, with Axios remaining present throughout the event on stand 302.


About Chris Rydings
A highly experienced and well-informed ITSM professional, Axios Systems’ CTO, Chris Rydings, is a certified ITIL® Expert V3 and has over 16 years’ experience in IT Service Management. With experience, ranging from shaping, developing, and leading ICT operations, to speaking on all aspects of ITIL, ITSM and ITAM across the UK and Europe, Chris has helped – and continues to help – IT professionals to recognize and realize the key benefits of effective ITSM whilst delivering industry best practices.

About David Wheable
David is a principal consultant within Forrester’s Infrastructure & Operations practice. He provides research-based consulting services to I&O Professionals, helping them leverage Forrester’s proprietary research and expertise to meet the ever-changing needs and expectations of their stakeholders. David specializes in helping clients create effective and efficient strategies for their IT Service Management challenges, including integrating cloud services, bring your own device (BYOD), and mobility. David is a highly regarded speaker and presenter with worldwide experience. Earlier this year he was a keynote presenter at the IT4IT Forum in San Francisco.

About Axios Systems
For over 25 years, Axios Systems has been committed to delivering innovative IT Service Management (ITSM) and IT Asset Management (ITAM) solutions that help customers improve not only their infrastructure operations but also to enhance service delivery across business functions including HR, Facilities Management and Finance. Axios is recognized as a world leader by leading analysts and their global client base, with a 100% focus on service management technologies.

Axios’s enterprise Service Management software, assyst, is purpose-built to transform IT departments into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL® framework to help solve their business challenges across the organization.

assyst is accredited for all 16 PinkVERIFY™ ITIL® processes, and was the first technology vendor to do so within a single solution.

For more information, please visit our website at www.axiossystems.com

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