Axon has signed a three-year managed services contract with the Hamilton City Council, replacing incumbent Gen-i, that includes support and management of 670 desktops, IT procurement and management of Microsoft software licensing.
Council support team leader Debbie Manktelow says a key strategy is to use the ITIL methodology to maximise the quality of service.
The information management department recently trained 25 staff to ITIL Foundation level. “The majority of staff from all levels and disciplines had little, if any, awareness of ITIL — yet the exam results were outstanding,” she says.
“Axon will be an ITIL enabler for the council”, she says.
Axon uses Remedy to manage the service desk and is responsible for level one support calls. The council handles level two calls. Remedy will also be used to help manage assets. Asset tracking is critical because all desktops are leased.