Item: IFS Assyst
Rating: 2
Author: Verified User

Overall Satisfaction with Axios Assyst

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Alternatives Considered

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.

Likelihood to Renew

At this point, we are stuck with it. We can't afford a change at this point.

Likelihood to Recommend

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.

Comments

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Verified User
commented 9 years ago
Very similar experience at my work place we will moving away from this product shortly. Assyst many security issues as well. The API has zero security, literally anyone on the network with a web browser can write and delete from the database. We recently went through a security audit where we were told this product has to be replace asap as it is a massive security risk. Not to mention the interface is absolutely hideous and not user friends in the slightest.

Axios did not Assyst

Software Version

Modules Used