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IFS Assyst

IFS Assyst
Formerly Axios Assyst

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…

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Recent Reviews

TrustRadius Insights

Users have found the software to be invaluable in tracking time against jobs and managing computer assets and trouble tickets within their …
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Axios did not Assyst

2 out of 10
July 03, 2014
Incentivized
Service Requests. Incident, Problem, and Change management across the whole organization (or that was the intent). Actually primarily used …
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Pricing

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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

What is IFS Assyst?

IFS Assyst Video

Axios Self Service Portal

IFS Assyst Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(7)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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)
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Score 9 out of 10
Vetted Review
Verified User
Axios assyst is being used primarily as a service desk tool. Since the deployment we have also introduced change management, problem management and asset management.
  • 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.
Axios assyst is for organisations that want to improve and automate processes.
Incident and problem management (7)
88.57142857142858%
8.9
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
ITSM asset management (3)
90%
9.0
Configuration mangement
100%
10.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
80%
8.0
Change management (3)
86.66666666666666%
8.7
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 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.
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Service Requests. Incident, Problem, and Change management across the whole organization (or that was the intent). Actually primarily used by IT. Originally it sold to us for use with knowledge management as well but that was a total failure.
  • 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.
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.
  • 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
We thought SDE was bad, we were looking for an alternative. Assyst is worse. We thought ServiceNow was too expensive. We were wrong. RightAnswers is a reaaly good tool but only for KM.
At this point, we are stuck with it. We can't afford a change at this point.
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