IFS Assyst vs. Serviceware Processes (helpLine)

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.

Incentivized

You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.

Incentivized

• IT Asset Management and IT Service Management in one product
• ITIL framework
• Highly customisable service catalogue and processes
• Mature mobility product

• No implementation limits.
• Easy handling (masks can be designed freely).
• Various interfaces are available.
• With C# code a lot can be done.

Incentivized

• 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.

Incentivized

• The task management tool could be better integrated.
• Relatively high memory usage for heavy users.

Incentivized

At this point, we are stuck with it. We can't afford a change at this point.

Incentivized

In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.

Incentivized

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.

Unfortunately I have no experience with other products.

Incentivized

• Replacement of 3 systems with Axios assyst
• Integration with other enterprise systems

• We can handle tickets faster.
• No double tickets anymore because of the contact assignment.
• One mailbox where every mail will be processed.

Incentivized