NewsMarch 13, 2003
Federal Department replaces Remedy with Ionix Service Manager web-based system
The Federal Department of Employment and Workplace Relations (DEWR) has dropped its Remedy IT support system in favour of Ionix Service Manager, a web-based system from Australian developer, Ionix Service Manager.
DEWR cites its reason for choosing Ionix Service Manager as being the application's overall value for money.
The web-based nature of Ionix Service Manager was also a major selling point, as it gives DEWR the flexibility to roll out the system to anywhere in its national network, entirely across the Internet.
DEWR has implemented Ionix Service Manager as part of its program to streamline and consolidate its IT Service Management processes on a single, secured database, where previously they were held across several systems.
DEWR is using Ionix Service Manager as an integrated IT Service Management system covering service desk, change management, and Configuration Management. DEWR has built its business processes on the IT Ionix Service Managerstructure Library (ITIL) best practice standards, and is using Ionix Service Manager to automate those processes.
Martin Curtis of Ionix Service Manager says that Ionix Service Manager's model of combining these functions, including support for complex change management processes, into a single application and database suits the trend towards merging the help desk function with broader IT Service Management functions.
"Organizations like DEWR are looking to capitalise on the cost-efficiencies to be gained from streamlining their IT processes. Ionix Service Manager provides the technology to do it, at less cost than our competitors."
Ionix Service Manager's html based templates additionally enable DEWR to independently manage its own customizations, identified by the department as a strong advantage over some other alternatives they evaluated.
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