IFS Assyst vs. Jira Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
IFS Assyst
Score 10.0 out of 10
N/A
IFS Assyst (formerly Axios Assyst, acquired by IFS March, 2021) is an ITSM product in both SaaS and on-premise configurations - the SaaS version is called assystSaaS. This product competes with BMC Remedy, IBM SmartCloud, Cherwell Service Management, and FrontRange ITSM (now Heat Service Management).N/A
Jira Service Management
Score 8.1 out of 10
N/A
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…
$0
per month
Pricing
IFS AssystJira Service Management
Editions & Modules
No answers on this topic
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Offerings
Pricing Offerings
IFS AssystJira Service Management
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
IFS AssystJira Service Management
Considered Both Products
IFS Assyst
Chose IFS Assyst
Axios assyst outperforms JIRA in every aspect, JIRA is a good job system but when it comes to complex processes and configuration management then JIRA is simply not the right system.
Jira Service Management
Chose Jira Service Management
We did select Jira initially because of its simplicity and ease of setup but it turned out to be a lot more complex to get up and running!

We had a large KEBD, and we wanted to take its advantage to the fullest, so we went ahead and had this setup, but later replaced it with …
Top Pros
Top Cons
Features
IFS AssystJira Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
IFS Assyst
8.9
1 Ratings
9% above category average
Jira Service Management
8.2
75 Ratings
1% above category average
Organize and prioritize service tickets10.01 Ratings8.374 Ratings
Expert directory9.01 Ratings9.02 Ratings
Service restoration9.01 Ratings9.52 Ratings
Self-service tools9.01 Ratings7.268 Ratings
Subscription-based notifications9.01 Ratings10.01 Ratings
ITSM collaboration and documentation9.01 Ratings7.761 Ratings
ITSM reports and dashboards7.01 Ratings5.862 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
IFS Assyst
9.0
1 Ratings
9% above category average
Jira Service Management
10.0
1 Ratings
20% above category average
Configuration mangement10.01 Ratings10.01 Ratings
Asset management dashboard9.01 Ratings10.01 Ratings
Policy and contract enforcement8.01 Ratings10.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
IFS Assyst
8.7
1 Ratings
4% above category average
Jira Service Management
7.3
69 Ratings
14% below category average
Change requests repository10.01 Ratings7.363 Ratings
Change calendar7.01 Ratings6.52 Ratings
Service-level management9.01 Ratings8.267 Ratings
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Medium-sized Companies
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Enterprises
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All AlternativesView all alternativesView all alternatives
User Ratings
IFS AssystJira Service Management
Likelihood to Recommend
9.0
(2 ratings)
5.8
(76 ratings)
Likelihood to Renew
10.0
(1 ratings)
10.0
(1 ratings)
Usability
-
(0 ratings)
9.6
(2 ratings)
Support Rating
-
(0 ratings)
9.1
(25 ratings)
User Testimonials
IFS AssystJira Service Management
Likelihood to Recommend
IFS
I would suggest that in this product class, you get what you pay for. Although it is was sold as SAAS with a nearly 'plug and play' implementation, at least one full time highly trained admin is needed for ongoing support. I would advise a team implementation strategy.
Read full review
Atlassian
Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
Read full review
Pros
IFS
  • IT Asset Management and IT Service Management in one product
  • ITIL framework
  • Highly customisable service catalogue and processes
  • Mature mobility product
Read full review
Atlassian
  • Manageable workflow to ensure all users follow the same process.
  • Can ban boards for easy visual of ticket status.
  • Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
  • Added communication tools help you get out of e-mail jail.
Read full review
Cons
IFS
  • Service requests, incident, problem, and change management
  • Knowledge mgmt is not-existent - the product uses a WIKI for it's own knowledge base.
  • Axios help desk does is not knowledgable and does not follow up on reported incidents
  • Training is incomplete - no real resources available except billable by the hour.
Read full review
Atlassian
  • Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
  • No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
  • Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
  • Request forms are very basic and there is no native dynamic field ability available.
Read full review
Likelihood to Renew
IFS
At this point, we are stuck with it. We can't afford a change at this point.
Read full review
Atlassian
No answers on this topic
Usability
IFS
No answers on this topic
Atlassian
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Read full review
Support Rating
IFS
No answers on this topic
Atlassian
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Read full review
Alternatives Considered
IFS
Axios assyst outperforms JIRA in every aspect, JIRA is a good job system but when it comes to complex processes and configuration management then JIRA is simply not the right system.
Read full review
Atlassian
When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
Read full review
Return on Investment
IFS
  • Replacement of 3 systems with Axios assyst
  • Integration with other enterprise systems
Read full review
Atlassian
  • JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people.
  • Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool.
  • Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well.
Read full review
ScreenShots

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFY™ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.