assyst by Axios Systems is an IT services management solution that offers service management, service catalog, self-service, asset management and collaboration within a suite. Its interface makes use of drag-and-drop tools and allows users to design interface and functions for their processes.
assyst provides end users with a customized catalog of frequently requested services, which allows users to manage request services and ticketing process. assyst also provides a self-service portal for customers to handle requests on their own.
assyst features IT governance, which allows users to implement ITIL and COBIT practices, manage IT service portfolio and prepare performance reports for IT function. The product also features multi-channel collaboration, which allows teams to communicate via chat, email, mobile, social and web options.
assyst is available as Software-as-a-Service (SaaS) or as an on-premise installation. It offers solutions tailored for multiple industries, such as health care, manufacturing and the public sector.
The primary strength of assyst is the very thorough and well developed platform that it is built on to assist in automation or application development. After being an admin for several years, I am grateful for the extensive documentation that is available on the vendor's wiki. The integrations that are available for extending the base functionality are excellent and have enabled us to create some powerful automations to streamline some of our business processes. The tools they have to develop features within the app itself (particularly the customizer and the process designer) while a bit clunky are also very powerful tools that enable us to easily customize the software to meet the needs of our various clients. Building out the self service module has allowed our organization to realize significant time savings for our helpdesk staff.
While very powerful, I've also found it to be very quirky, and even quite buggy. Our team has discovered several confirmed bugs over the years, some of which have been fixed, others have not. Additionally, there are some features that seem like a no brainer to have included, but are not present, forcing us to come up with unusual and confusing workarounds to solve what seems like a simple need. We spend a non-trivial amount of time on these things, and trying to find ways to work around the design of the application to meet our business needs, when it really seems that some of these things should have been baked in from the beginning. Additionally, we've seen increased instability in the software since upgrading to the latest service pack several months ago. Fortunately, the support team has been pretty helpful, but these frustrations eat up our time and hold us back, preventing from further developing the platform to meet the demands of our organization.
Susan from AgFirst
We implemented assyst in 2013 and only implemented the Incident portion. We chose assyst over their competitors for several different reasons: the automation of the Operating Level Agreement (OLA) which we were doing manually before, automated reporting, ease of use, robust knowledgebase, and were able to roll out to several of our associating organizations.
We have several customizations and even with them, assyst was easy to configure. We are in the process of upgrading to the latest version and will be configuring/using Problem Management and Mobile, later this summer. We like that it is an "all in one" application, instead of having to purchase multiple applications that may or may not work with each other.
We have run into a couple roadblocks with the OLA process; however, this is due to our OLA customized process and not what is out of the box. Enhancement requests and issues take a while to get fixed/implemented. One of the biggest issues we have with the system is that it is difficult to work cases if a user working in multiple departments. Support is still investigating this issue. Another con is with the searches; they could be more robust with "If this, then that" searches.
There was a very small learning curve from our previous system (Remedy) to Assyst.