IFS Assyst vs. InvGate Service Desk

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.

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This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited

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

• Set-up of system.
• GUI is user-friendly.

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• 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.

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• The database for back-end is clunky and cryptic, and it is very hard to access data.
• The reporting functions are really lacking.

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

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This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.

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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.

At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running

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

• Upfront, it had a very good ROI compared to a homegrown system that was being used.
• Allows users to submit issues to get MFG back up and running.

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