Fri, 26/01/2018 - 12:40
Axios Systems is changing the thinking towards ITSM in the Middle East, providing a unique and mouldable service for its customers
Writer: Phoebe Calver
Project Manager: Jamie Sutherland
Formed in 1988 by the founder and current CEO, Tasos Symeonides - who was an initial contributor to the foundation of Information Technology Infrastructure Library (ITIL) - Axios Systems has consistently remained at the forefront of service management technology.
In the present day it is predominantly recognised by many analysts as one of the leading vendors, a prime example of this being the Company’s incorporation with Gartner MQ for the past 15 years and its top rating from InfoTech, amongst others.
The Company’s recent history saw it approached by a number of exciting prospects within the Middle East, however, in the initial stages Axios worked remotely through its corporate office in Edinburgh, which changed in 2009 when a regional presence was established.
“One of our first customers was a major O&G customer, which proved to be a very sizable project and allowed us to tap into the potential of the market space in the Middle East,” begins Glyn Yates, Regional Director for Middle East at Axios Systems. “From there we were able to truly open up our corporation in the region and our customer base has been growing year-on-year, which is a wonderfully positive validation of what we are trying to achieve.”
Enhanced coverage and capabilities
The Company’s success in the region can be seen through its ever-growing market share, by building new customer relationships gained from legacy and stoical players within the Middle East due to its innovative approach.
“We are still relatively young in this market and therefore are continuing to enhance our coverage and capabilities,” explains Yates. “At present the Company is still on a strong growth plan and trajectory and we hope to remain this way for many years to come.”
For Axios, technology is only half of the proposition that it provides to customers and it strives to maintain this approach within the market.
“It took some time for the market to adopt this new kind of industry method as they aren’t used to companies coming in and saying we won’t show you anything first,” continues Yates. “Instead we choose to get an in-depth understanding of what our customer needs to achieve and how we can build a package around tha
“We could have come into the market and stuck to the tired functionality demonstrations, but instead we decided to try and mature both the market and our customers to a business and outcome discussion.”
In order to achieve this change, the Company has optimised its people and technology to be able to handle the demands placed upon them. This approach to the market and its company ethos has enabled Axios to work with entities such as Dubai Police, aiding them in their duty to remain at the forefront of citizen services.
“Dubai Police are incredibly forward thinking and we are now heavily involved with the Department of Artificial Intelligence,” affirms Yates. “Following on in this vein, many of the partnerships being forged in Dubai are in support of this thinking, be that in their approach to technology or ethos and thinking.”
Axios is ahead of the curve in terms of its vision for the future of IT service management and is gaining momentum and support with each passing day; however, it is still encountering hesitancy as some customers are not ready for such a change in thinking.
Axios is regarded as one of the leading vendors currently operating in the service management space, and this is predominantly due to its incredible ability to form these fruitful partnerships with customers to both educate them and ultimately help them achieve their vision.
“An example of this is through the deploying of a customer success programme, which provides a constant engagement between Axios and our customers in the pursuit of their strategy achievement,” explains Yates. “We also allow our customer input to become a part of Assyst - one of the biggest platforms in the Company portfolio - an example of which is the ability to translate vendor language, which is pivotally important in multilingual regions.
“Then of course there is the principle difference, where - as a principle vendor - we are able to engage, scope, design, deploy, optimise, support and account manage.”
The Company uses its industry experience to really get under the hood of what an organisation is trying to achieve, and the needs that they require. Axios aims to map out what its technology can enable and takes the various companies forward with that.
To this day the business still remains 100 percent family owned, providing the various sections of the Company with great flexibility and no external pressures.
Yates adds: “This has enabled us over the years to take more of a holistic approach in terms of the way in which we present ourselves in a market, and the way in which we are able to support our customers moving forward.”
Because of this holistic approach, the Company does not have the widest portfolio of technologies and products. However, what it does have is a selection of well honed and adaptable technologies that can be moulded to fit any company’s needs.
“Assyst has been under development for the past 28 years and has grown organically in that time,” Yates describes in reference to one such solution. “We haven’t had to go out and acquire technology, nor have we had to bolt anything on to our platform. Instead we have been able to allow Assyst to have its own natural stability and compatibility within itself.”
Alongside the organic growth of its portfolio, the Company has expanded the capabilities of its ITAM (IT Asset Management) and is integrating it with both operations and service management in a move to match the natural progression of the market.
“We have a fully developedour delivery model with both an on-premise and SAAS offering to ensure that when our customers are ready for migration, we will be able to meet any of their unique requirements,” concludes Yates. “At present in this region there is still a little scepticism about moving to cloud - predominantly for data sovereignty reasons - and we are working tirelessly to offer the capabilities that mean we can support our clients as and when they are ready.”