Overview
What is IFS Assyst?
IFS Assyst (formerly Axios Assyst, acquired by IFS March, 2021) is an ITSM product in both SaaS and on-premise configurations - the SaaS version is called assystSaaS. This product competes with BMC Remedy, IBM SmartCloud, Cherwell Service Management, and FrontRange…
The right tool for ITIL implementation
Axios did not Assyst
Pricing
What is IFS Assyst?
IFS Assyst (formerly Axios Assyst, acquired by IFS March, 2021) is an ITSM product in both SaaS and on-premise configurations - the SaaS version is called assystSaaS. This product competes with BMC Remedy, IBM SmartCloud, Cherwell Service Management, and FrontRange ITSM (now Heat Service…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Competitors
- Tech Details
What is IFS Assyst?
IFS Assyst Video
IFS Assyst Competitors
IFS Assyst Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Comparisons
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Reviews and Ratings
(7)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Users have found the software to be invaluable in tracking time against jobs and managing computer assets and trouble tickets within their organizations. It has helped them solve a variety of help desk related issues, such as routing and escalation problems, incident management concerns, and project and change management integration. The ticketing system feature has also been highly useful for notifying resolver groups of issues and improving communication and reporting. Additionally, the self-service option has provided users with multiple ways to create tickets, resulting in reduced call backs and increased transparency across operations. The software has been utilized by Customer Service departments for logging purposes, enabling organizations to function with one set of processes and making transformations less painful for both IT staff and customers. Users have found the software easy to configure and implement, with off-the-shelf integrations allowing for quick implementation. It has proven to be stable with minimal issues, providing good support from the helpdesk. Moreover, it has been cost-effective when compared to other tools in the market. Apart from IT-related tasks, the software has also been employed for tracking non-IT requests like legal research or facilities inquiries. Furthermore, it has served as a self-service solution to reduce calls to the Service Desk and focus on urgent matters. Overall, the software has been extensively used by the IT department for service requests, incident, problem, and change management across various organizations.
Asset Management Capabilities: Users have consistently praised the product for its strong asset management capabilities, noting that it effectively handles this aspect of IT service management. This feature has been particularly appreciated by many reviewers.
Ticketing System: The ticketing system stands out as a positive feature, with users finding it user-friendly and commending its seamless workflow. Several reviewers have expressed satisfaction with the ease of use and overall flow of the ticketing system.
Customization and Scalability: Assyst offers a high level of customization and scalability, catering to various needs such as service desk, project management, knowledge base, and incident management. Multiple reviewers appreciate this flexibility in adapting the system to their specific requirements. They have found it beneficial in accommodating different levels of organizational needs.
Outdated and Prone to Crashing: Several users have expressed frustration with the outdated interface of the product, which has been prone to crashing. They have found it clunky, slow, and in need of improvement in terms of integration with endpoint management systems.
High Availability Feature Divides Users: Some users have voiced dissatisfaction with the high availability feature, stating that it divides users evenly between two hosted servers. This has caused inconvenience for those who prefer a more centralized approach.
Inadequate Reporting and Support: A number of users have raised concerns about the reporting capabilities of the product. They find the reporting tool not specific enough and mention limited built-in reports, often having to rely on third-party tools. Additionally, they express dissatisfaction with Axios help desk support and incomplete training resources provided by the company.
Users commonly recommend the product for its high customizability, allowing organizations to remove unnecessary fields to fit their specific needs. They also appreciate the cost-effectiveness and ease of implementation, making it suitable for mid-segment companies striving to be ITSM compliant. Additionally, users suggest partnering with a provider for quicker implementation and to avoid re-work. Users find the product well-functioning but mention speed issues and a lack of user-friendliness for those who struggle with self-teaching. Some users also suggest viewing the product not only as an IT tool but also as an opportunity for other departments in the organization to utilize it for tracking purposes.
Attribute Ratings
Reviews
(1-2 of 2)The right tool for ITIL implementation
- IT Asset Management and IT Service Management in one product
- ITIL framework
- Highly customisable service catalogue and processes
- Mature mobility product
- Like many other ITSM tools, built-in reports are limited; third party reporting tool such as Microsoft SQL need to be used.
- Axios service desk does not offer much help, our internal technical people know more than their support analysts.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 90%9.0
- Service restoration
- 90%9.0
- Self-service tools
- 90%9.0
- Subscription-based notifications
- 90%9.0
- ITSM collaboration and documentation
- 90%9.0
- ITSM reports and dashboards
- 70%7.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 90%9.0
- Policy and contract enforcement
- 80%8.0
- Change requests repository
- 100%10.0
- Change calendar
- 70%7.0
- Service-level management
- 90%9.0
- Replacement of 3 systems with Axios assyst
- Integration with other enterprise systems
Axios did not Assyst
- It was a low cost solution
- The service catalog is an ITIL compatible format
- 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.
- Increased handle time per incident by Help Desk
- Difficulty for other IT teams with creating and following up on incidents or requests
- The people responsible for the purchase decision and implementation are no longer with the company.
- SDE,Helpline,rightanswers knowledge mgmt,ServiceNow