#1 most frequent
United States of America
38.3%18 installations of 47
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 Management).
Categories & Use Cases
Videos
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.9
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.4
Change requests repository
Single repository of all planned changes and releases
Category average: 8.5
Areas for Improvement
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.7
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 7.9
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8
Who Buys & Uses IFS Assyst
#2 most frequent
Canada
17.0%8 installations of 47
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
14.9%7 installations of 47
The right tool for ITIL implementation
Pros
- IT Asset Management and IT Service Management in one product
- ITIL framework
- Highly customisable service catalogue and processes
- Mature mobility product
Cons
- 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.
Return on Investment
- Replacement of 3 systems with Axios assyst
- Integration with other enterprise systems
Other Software Used
JIRA Service Desk
Axios did not Assyst
Pros
- It was a low cost solution
- The service catalog is an ITIL compatible format
Cons
- 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.
Return on Investment
- 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.
