What users are saying about
6 Ratings
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Score 6 out of 100
1 Rating
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Score 9 out of 100

Likelihood to Recommend

Axios Assyst

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.
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Axios Assyst
8.9
Serviceware Processes (helpLine)
8.9
Organize and prioritize service tickets
Axios Assyst
10.0
Serviceware Processes (helpLine)
10.0
Expert directory
Axios Assyst
9.0
Serviceware Processes (helpLine)
9.0
Service restoration
Axios Assyst
9.0
Serviceware Processes (helpLine)
6.0
Self-service tools
Axios Assyst
9.0
Serviceware Processes (helpLine)
9.0
Subscription-based notifications
Axios Assyst
9.0
Serviceware Processes (helpLine)
9.0
ITSM collaboration and documentation
Axios Assyst
9.0
Serviceware Processes (helpLine)
10.0
ITSM reports and dashboards
Axios Assyst
7.0
Serviceware Processes (helpLine)
9.0

ITSM asset management

Axios Assyst
9.0
Serviceware Processes (helpLine)
8.3
Configuration mangement
Axios Assyst
10.0
Serviceware Processes (helpLine)
9.0
Asset management dashboard
Axios Assyst
9.0
Serviceware Processes (helpLine)
9.0
Policy and contract enforcement
Axios Assyst
8.0
Serviceware Processes (helpLine)
7.0

Change management

Axios Assyst
8.7
Serviceware Processes (helpLine)
10.0
Change requests repository
Axios Assyst
10.0
Serviceware Processes (helpLine)
10.0
Change calendar
Axios Assyst
7.0
Serviceware Processes (helpLine)
Service-level management
Axios Assyst
9.0
Serviceware Processes (helpLine)
10.0

Pros

Axios Assyst

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

Serviceware Processes (helpLine)

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

Cons

Axios Assyst

  • 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.
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

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

Likelihood to Renew

Axios Assyst

Axios Assyst 10.0
Based on 1 answer
At this point, we are stuck with it. We can't afford a change at this point.
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

No score
No answers yet
No answers on this topic

Support Rating

Axios Assyst

No score
No answers yet
No answers on this topic

Serviceware Processes (helpLine)

Serviceware Processes (helpLine) 9.0
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Axios 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.
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

Unfortunately I have no experience with other products.
Anonymous | TrustRadius Reviewer

Return on Investment

Axios Assyst

  • Replacement of 3 systems with Axios assyst
  • Integration with other enterprise systems
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

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

Pricing Details

Axios Assyst

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Serviceware Processes (helpLine)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Axios Assyst
9.0
Serviceware Processes (helpLine)
9.0

Likelihood to Renew

Axios Assyst
10.0
Serviceware Processes (helpLine)

Support Rating

Axios Assyst
Serviceware Processes (helpLine)
9.0

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