Hornbill Supportworks ITSM vs. IFS Assyst

The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.

Incentivized

Axios assyst is for organisations that want to improve and automate processes.

• Allocate requests to individuals
• All issues, errors and fixes in one location
• Shared process between multiple functions and locales

Incentivized

• It was a low cost solution
• The service catalog is an ITIL compatible format

Incentivized

• The UI is very, very basic and is not designed with the user in mind
• The system itself is pretty basic yet required a rather complex set up
• Random and inconvenient glitches: when Supportworks is opened, it offers useful pop-up notifications when a ticket has been submitted/edited/closed. However, if the notification pop up appears whilst I am typing (an email, document - anything), it overrides any kind of typing. This means that unless you touch-type with your eyes constantly glued to the screen, it is possible to miss the override moment

Incentivized

• Like many other ITSM tools, built-in reports are limited; third party reporting tool such as Microsoft SQL need to be used.
• Axios service desk does not offer much help, our internal technical people know more than their support analysts.

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

Incentivized

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.

Incentivized

• Higher cost of support that we think the product is worth.
• Ease of use and low training needs for new starters.
• Simple to set up and use.
• Able to cope with large amounts of data.
• Stable and reliable.
• Hornbill not always good at listening to their users.

Incentivized

• Replacement of 3 systems with Axios assyst
• Integration with other enterprise systems