IFS AB acquired Assyst, formerly Axios Assyst, in March 2021 with the goal of enabling IT and enterprise service management, as well as IT operations management.

“Think of it as managing the ERP for IT and then broadening that out into the enterprise, where you’re driving enterprise use cases for all lines of businesses, like HR, finance, facilities, and so on,” said Martin Schirmer (pictured, right), president of the Enterprise Service Management Business Unit at IFS.

The platform allows businesses to automate complex processes, an essential service as organizations move toward becoming an autonomous enterprise, increasing both productivity and efficiency gains, Schirmer explained. Originally rolled out for purely IT solutions, Assyst gradually evolved into an enterprise service management tool.

Schirmer and Parminder Khosa (pictured, left), IT manager at clinical research organization Parexel International Corp., an Assyst user, spoke with theCUBE industry analyst Lisa Martin at IFS Unleashed, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed the evolution of Assyst, the future of the service, and how it’s helping companies like Parexel drive automation. (* Disclosure below.)

Breaking boundaries

Parexel, which conducts clinical trials on behalf of its pharmaceutical clients to expedite the drug approval process, has been an IFS customer for the past 15 years. The organization has seen Assyst evolve over the years within its own company and for its customers as well.

“We’ve got a solution for you that will make it a much better experience for your customer,” Khosa said. “It’ll make it much easier for you because you will have official tracking going on through our system. I’ll make it better for your management, because we can drive metrics from all of the data that we’re getting … as we go through that process, we’ll make it better for us as we’re getting those metrics and we’ll make it better for you because we can spot where the gaps are.”

Parexel is receiving about 4,000 tickets a day in its Assyst system, with at least 50% of those tickets not being IT-related. Assyst breaks down the boundaries and silos within organizations and allows teams to work more effectively together.

“One of the key things that we’ve learned is that we must engage completely with our business partners,” Khosa stated. “And our business partners are becoming more and more IT literate as well.”

Parexel is now in the process of migrating it’s solution to the IFS cloud. The move will create a large, new user base for the company.

“All of our customers, all of our people who work on studies will have the ability to connect to Assyst and ask questions,” Khosa said. “So … it could be expanded by hundreds of thousands of new users that will meet more people on the backend to manage those requests as well.”

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of the IFS Unleashed event:

(* Disclosure: TheCUBE is a paid media partner for the IFS Unleashed event. Neither IFS AB, the sponsor for theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE