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Axios did not Assyst
July 03, 2014

Axios did not Assyst

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

v9 and v10

Modules Used

  • all

Overall Satisfaction with Axios Assyst

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.
  • 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.
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.