IFS Assyst vs. N-able MSP Manager

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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It's a good company to grow with because as needs change there are more features available.

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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

• Web Based
• Automated Ticket creation

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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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• It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
• Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
• Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.

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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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They're good at resolving issues when they arise.

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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.

MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.

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

• We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
• Searching for a ticket requires scrolling, wasting time

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