IFS Assyst vs. Microsoft System Center Service Manager

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.

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I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.

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• IT Asset Management and IT Service Management in one product
• ITIL framework
• Highly customisable service catalogue and processes
• Mature mobility product

• This tool is used to track support requests among our IT staff.
• We use this tool to automate some more routine tasks.

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• 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.

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• Kind of clunky.
• Takes a lot a lot a lot of configuration.
• There is a lot of jargon to learn to be able to use it to its full ability.

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

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The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.

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Axios assyst outperforms JIRA in every aspect, JIRA is a good job system but when it comes to complex processes and configuration management then JIRA is simply not the right system.

We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.

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

• Save a world of time when imaging
• Save a world of time with patch management
• Provides decent reports to get a snapshot quickly

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