Nordion Chooses ABS’s Global Service Desk

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Canadian global health science company elects global service desk offering

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Nordion focused on potential providers that could offer a detailed security and compliance program; a well-trained and experienced staff; and a robust, enterprise-wide ITIL tool.

Nordion, a global health science company, recently selected ABS as its Service Desk Outsourcing partner. The Ontario-based firm had been evaluating multiple vendors over a rigorous four month RFP process and focused on potential providers that could offer a detailed security and compliance program; a well-trained and experienced staff; and a robust, enterprise-wide ITIL tool. Under the new two-year agreement, ABS will be furnishing service desk support to Nordion's end users throughout Canada and its satellite offices. Included in the solution is ABS Service Manager, ABS's IT Service Management (ITSM) platform which is delivered to clients using a cloud-based (Software as a Service) model. ABS Service Manager is ITIL v3 compliant with full support for Incident, Request, Problem, Change, Configuration, and Knowledge Management workflows.

The ABS Global Service Desk will handle all incoming contacts for Nordion on a 24 x 7 x 365 basis, troubleshoot over 100 standard business and proprietary applications, and measure customer satisfaction with electronic surveys. ABS will also provide on demand dashboard reports and service desk metrics and conduct monthly service desk reviews, with a focus on continual service improvement.

"Crucial to the selection process was the fact that ABS had an Information Security Management System program in place including privacy policies and a Business Continuity plan that instilled confidence in our latest client," says ABS Sales Executive Stacey Roos. "In return we're extremely grateful to Nordion for having awarded us their service desk business and, hopefully, will continue to justify their trust for years to come."

About Nordion
Nordion is a global health science company that provides market-leading products used for the prevention, diagnosis and treatment of disease. They are a leading provider of sterilization technologies and medical isotopes that benefit the lives of millions of people in more than 40 countries around the world. For more information, visit them on the web at http://www.nordion.com.

About ABS Associates
Founded in 1982, ABS Associates is an award winning global IT solutions provider of service desk, desktop, managed hosting and network support and services. The company delivers a 97%+ satisfaction rate and serves clients throughout North America and in 14 countries worldwide including Austria, Brazil, United Arab Emirates, Indonesia, Spain, Czech Republic, and New Zealand. The mission of ABS is to make technology work for our clients, whether that means implementing an onsite or virtual service desk, hosting complex applications, or resolving problems with servers. The ABS Global Service Desk assumes the burden of IT support, eliminates distractions, and allows firms around the world to concentrate on achieving strategic business objectives. For more information, visit us at: http://www.abs-inc.com.

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TJ Mitchell
ABS Associates, Inc.
847-437-8700 Ext: 236
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Stacey Roos
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