47 Ratings
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Score 7.1 out of 100
7 Ratings
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Score 10 out of 100

Feature Set Ratings

  • CA Service Management, with CA Service Desk Manager ranks higher in 2 feature sets: ITSM asset management, Change management
  • IFS Assyst ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.6

CA Service Management

86%
8.9

IFS Assyst

89%
IFS Assyst ranks higher in 5/7 features

Organize and prioritize service tickets

9.7
97%
6 Ratings
10.0
100%
1 Rating

Expert directory

8.7
87%
5 Ratings
9.0
90%
1 Rating

Service restoration

8.4
84%
6 Ratings
9.0
90%
1 Rating

Self-service tools

8.6
86%
6 Ratings
9.0
90%
1 Rating

Subscription-based notifications

7.9
79%
6 Ratings
9.0
90%
1 Rating

ITSM collaboration and documentation

9.7
97%
6 Ratings
9.0
90%
1 Rating

ITSM reports and dashboards

7.5
75%
5 Ratings
7.0
70%
1 Rating

ITSM asset management

9.2

CA Service Management

92%
9.0

IFS Assyst

90%
CA Service Management, with CA Service Desk Manager ranks higher in 2/3 features

Configuration mangement

9.7
97%
6 Ratings
10.0
100%
1 Rating

Asset management dashboard

10.0
100%
3 Ratings
9.0
90%
1 Rating

Policy and contract enforcement

8.0
80%
3 Ratings
8.0
80%
1 Rating

Change management

9.1

CA Service Management

91%
8.7

IFS Assyst

87%
CA Service Management, with CA Service Desk Manager ranks higher in 2/3 features

Change requests repository

9.0
90%
6 Ratings
10.0
100%
1 Rating

Change calendar

8.6
86%
4 Ratings
7.0
70%
1 Rating

Service-level management

9.5
95%
5 Ratings
9.0
90%
1 Rating

Attribute Ratings

  • IFS Assyst is rated higher in 1 area: Likelihood to Renew
  • CA Service Management, with CA Service Desk Manager and IFS Assyst are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

CA Service Management

90%
12 Ratings
9.0

IFS Assyst

90%
2 Ratings

Likelihood to Renew

4.1

CA Service Management

41%
6 Ratings
10.0

IFS Assyst

100%
1 Rating

Likelihood to Recommend

Broadcom

It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
Read full review

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

Pros

Broadcom

  • A large community where, if help is needed, is usually very helpful and quick to respond.
  • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
  • Fairly easy installation of the product if recommendations are followed and prep-work is done.
Read full review

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

Cons

Broadcom

  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
Read full review

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

Pricing Details

CA Service Management

Starting Price

Editions & Modules

CA Service Management editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    IFS Assyst

    Starting Price

    Editions & Modules

    IFS Assyst editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Broadcom

      While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
      Read full review

      IFS

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

      Alternatives Considered

      Broadcom

      We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
      Read full review

      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

      Return on Investment

      Broadcom

      • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
      • CA Mobile app has provided agility and collaboration among IT Users and Customers.
      Read full review

      IFS

      • Replacement of 3 systems with Axios assyst
      • Integration with other enterprise systems
      Read full review

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