What is our primary use case?
We used Assyst to apply ITIL processes for more than four years:
- Incident management
- Service request management
- Change management
- Problem management
- Asset management
- Service level management
Then we started using it to manage our shared services center for HR, finance, facilities.
How has it helped my organization?
We applied the ISO 20000 standard using Assyst. It helps us to record all IT incidents and requests. Then we started using it to manage shared services including HR, facilities, finance.
What is most valuable?
- Great service catalog build
- Simple administration (service catalog building — process builder)
- Deep time tracking for each action taken
- Pricing features
- CMDB features.
What needs improvement?
- End-user interface
- The concept of the main request and its related tasks or decisions
- Reporting module
- CMDB integration
- Pricing for incidents
- Knowledge management features.
For how long have I used the solution?
Three to five years.
What do I think about the stability of the solution?
this solution is very stable
What do I think about the scalability of the solution?
it is scalable and its performance is good
How are customer service and technical support?
the customer service is not good as expected but we can say its fair
Which solution did I use previously and why did I switch?
yes, we used CA service Desk then we used Microsoft Service Manager, we switched because we looked to cover more ITIL processes
How was the initial setup?
the initial setup just need support from the vendor and some experience with this kind of solutions after that you can do most of the administrative functions with your self
What about the implementation team?
the implementation is done by the vendor team and they are expertise and very good knowledge with the solution
What was our ROI?
we got the benefits which we expected from this solution
What's my experience with pricing, setup cost, and licensing?
Assyst license has two types
one for end-users
and one for Support Staff
each one of them has the option of concurrent or dedicated license
you should know that 1 concurrent license covers up to 10 to 20 users
Which other solutions did I evaluate?
CA service desk
HP service Manager
Managengine Service desk
What other advice do I have?
if you do not care about user interface and want a tool to apply ITIL Processes so you can use assyst
Disclosure: I am a real user, and this review is based on my own experience and opinions.