44 Ratings
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Score 6.9 out of 100
7 Ratings
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Score 10 out of 100

Likelihood to Recommend

CA Service Management

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.)
Anonymous | TrustRadius Reviewer

IFS Assyst (formerly 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

Feature Rating Comparison

Incident and problem management

CA Service Management
8.6
IFS Assyst (formerly Axios Assyst)
8.9
Organize and prioritize service tickets
CA Service Management
9.7
IFS Assyst (formerly Axios Assyst)
10.0
Expert directory
CA Service Management
8.7
IFS Assyst (formerly Axios Assyst)
9.0
Service restoration
CA Service Management
8.4
IFS Assyst (formerly Axios Assyst)
9.0
Self-service tools
CA Service Management
8.6
IFS Assyst (formerly Axios Assyst)
9.0
Subscription-based notifications
CA Service Management
7.9
IFS Assyst (formerly Axios Assyst)
9.0
ITSM collaboration and documentation
CA Service Management
9.7
IFS Assyst (formerly Axios Assyst)
9.0
ITSM reports and dashboards
CA Service Management
7.5
IFS Assyst (formerly Axios Assyst)
7.0

ITSM asset management

CA Service Management
9.2
IFS Assyst (formerly Axios Assyst)
9.0
Configuration mangement
CA Service Management
9.7
IFS Assyst (formerly Axios Assyst)
10.0
Asset management dashboard
CA Service Management
10.0
IFS Assyst (formerly Axios Assyst)
9.0
Policy and contract enforcement
CA Service Management
8.0
IFS Assyst (formerly Axios Assyst)
8.0

Change management

CA Service Management
9.1
IFS Assyst (formerly Axios Assyst)
8.7
Change requests repository
CA Service Management
9.0
IFS Assyst (formerly Axios Assyst)
10.0
Change calendar
CA Service Management
8.6
IFS Assyst (formerly Axios Assyst)
7.0
Service-level management
CA Service Management
9.5
IFS Assyst (formerly Axios Assyst)
9.0

Pros

CA Service Management

  • 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.
Anonymous | TrustRadius Reviewer

IFS Assyst (formerly 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

Cons

CA Service Management

  • 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.
Jamedith Pewu | TrustRadius Reviewer

IFS Assyst (formerly 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

Likelihood to Renew

CA Service Management

CA Service Management 4.1
Based on 6 answers
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.
Curt Melancon, CBAP, ITIL, CSSGB | TrustRadius Reviewer

IFS Assyst (formerly Axios Assyst)

IFS Assyst (formerly 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

Alternatives Considered

CA Service Management

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.
Anonymous | TrustRadius Reviewer

IFS Assyst (formerly 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

Return on Investment

CA Service Management

  • 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.
Farooq Hussain | TrustRadius Reviewer

IFS Assyst (formerly Axios Assyst)

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

Pricing Details

CA Service Management

General

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

IFS Assyst (formerly Axios Assyst)

General

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

Rating Summary

Likelihood to Recommend

CA Service Management
9.0
IFS Assyst (formerly Axios Assyst)
9.0

Likelihood to Renew

CA Service Management
4.1
IFS Assyst (formerly Axios Assyst)
10.0

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