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IFS Applications Competitors and Alternatives

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Read reviews of IFS Applications competitors and alternatives

SR
Principal Consultant at a training & coaching company with 1-10 employees
Consultant
Top 10Leaderboard
Excellent service catalog, good workflow, and great scalability capabilities

Pros and Cons

  • "The workflow of the solution is very good."
  • "Technical support could be improved."

What is our primary use case?

Our client primarily uses the solution for IT service management as well as business service management. 

What is most valuable?

The service catalog is a really good aspect of the solution. It offers incident management, problem management, change management, and a self-service portal among other features.

The workflow of the solution is very good. 

The foundational architecture is also impressive. The whole service management side of it is based on the CMDB. That concept is really strong in their product.

What needs improvement?

The product requires heavy administrative work. It's not an easy drag-and-drop workflow type of model. It's hard to configure and customize. Axios claims that the new version will improve that, but I haven't seen that product. I hope they offer it in the next release.

Technical support could be improved.

For how long have I used the solution?

I've been dealing with the solution for about one year.

What do I think about the stability of the solution?

If you look at any higher-end product when you're talking about more functionality and features, there are always a few bugs. I don't really blame the product for that. 

However, stability is also determined by the maintenance is done by the client. Some clients are not really maintaining the solution correctly, so there is the danger of stability issues. If it's properly managed, then stability is okay. 

It'd generally rate stability as four out of five.

What do I think about the scalability of the solution?

The solution's architecture is definitely scalable. One of my clients has 60 to 70 technicians working on the product. A more affordable product may be something like BMC or even ServiceNow.

How are customer service and technical support?

Technical support could still be improved. They have excellent support in other parts of the world, however, I been having some issues in our region. For example, our client in Oman needs to get support from Dubai. It's not bad, and they have brought in consultants from other sites to assist, but it needs work.

How was the initial setup?

Tier 1 products, all ITSM products, will definitely require some support from the vendor. You can't download it from a site and install it. However, the initial setup is okay. New users need to be aware that first-time implementation will need assistance in order to properly get it up and running. In comparison to higher-end products, it's more difficult to install.

What about the implementation team?

We're a consultant; we assist our clients in the installation process that is typically configured and installed by Axios.

What's my experience with pricing, setup cost, and licensing?

While the solution is great for large enterprises, it's expensive, so it may not be feasible for smaller organizations.

The solution works on a subscription fee. It's not a monthly basis, but more about a one-time fee and then usage according to a variety of items. It's not like a cloud-based model where you pay every month. 

What other advice do I have?

I'm a consultant. I have clients that use the solution. We use the on-premises deployment model. Typically, we deal with large-scale enterprises like banks.

The solution is very good.

My advice to people going with Assyst is that you need to make your process clear, as it is an architectural model product. Whatever you ask them to configure Axios will configure. That means you need to be clear about what process you want to configure and how the workflow should be. Then you just make sure you maintain it properly to keep it stable. 

I'd rate the solution eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
MS
CEO North America at Axios
Real User
Top 5Leaderboard
Good documentation and support, analytics, and BI charting

Pros and Cons

  • "One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
  • "We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."

What is our primary use case?

We are using Assyst in a Hybrid environment with Assyst app servers running in our own virtualized servers with the database and storage in Azure Cloud, which works well.

We use the system for IT Service Management across 16 ITIL v3 processes as part of a cohesive service management platform for delivering shared services for large organizations.

We integrate to Azure AD, LUIS/BOT Framework for insights and Virtual Agent support, as well as NetSuite for the asset, user, and billing interfaces.

Our focus is on process efficiency while ensuring a great customer experience.

How has it helped my organization?

Using this product allows us to standardize our approach to baseline improvement activities across business and IT process domains. The omnichannel capabilities allowed us to deploy a modern cross-channel delivery that we can manage from one pane of glass. The OOTB features provide support for many IT frameworks which we configured to meet our needs quickly. 

The OOTB analytics and in-tool BI charting allows analysts to really quickly assess historic and predicted scenarios to intelligently assess the situation so they can take the right actions 

What is most valuable?

ACE Omnichannel - Self-Service, Apps, Bot, Knowledge across devices, and personas. This has allowed us to divert resources away from answering phone calls on to more business valued initiatives. 

The workflow engine is very powerful and so is the service view CMDB. The design once - deploy anywhere is really good.

One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity.

What needs improvement?

We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals. 

Another area we would be interested in seeing is further support for MS Teams. We have used the APIs to work solutions but as soon as the graph APIs from Microsoft come out of Beta, we would love to see a packaged app here that is supported through upgrades like the rest of the Axios products. 

For how long have I used the solution?

We have been using Assyst for five years.

What do I think about the stability of the solution?

No glitches actually. Our experience has been uneventful in that respect and we find the apps very stable.

What do I think about the scalability of the solution?

This product is good for large organizations, with 2,500-250,000 employees.

How are customer service and technical support?

Good phone local support and self-service as well. Good ( almost too much ) documentation.

Which solution did I use previously and why did I switch?

Prior to Assyst, we used BMC Remedy. We wanted something that was more packaged and OOTB vs custom building ourselves.

How was the initial setup?

There are lots of templates to work from to edit/tweak.

What about the implementation team?

Both vendor and in-house teams assisted us with deployment.

What was our ROI?

Our ROI is 4.5 times our investment in 18 months.

What's my experience with pricing, setup cost, and licensing?

Ask for all-inclusive pricing, as they are pretty flexible if you ask for custom models. Don't underestimate the focus on content. A system on its own is as good as the data it can leverage like content, categories, and knowledge.

Which other solutions did I evaluate?

We evaluated ServiceNow, Ivanti, and Cherwell.

What other advice do I have?

Definitely consider this offering. There are many features and options that come with it that don't require custom dev. They upgrade and are supported.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: My company has a business relationship with this vendor other than being a customer: Independant ITSM consulting and integration services firm
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