IFS Assyst vs. Serviceware Processes

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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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.

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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

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

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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 task management tool could be better integrated.
• Relatively high memory usage for heavy users.

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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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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.

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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.

Unfortunately I have no experience with other products.

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

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

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