IFS Assyst (formerly Axios Assyst, acquired by IFS March, 2021) is an ITSM product in both SaaS and on-premise configurations - the SaaS version is called assystSaaS. This product competes with BMC Remedy, IBM SmartCloud, Cherwell Service Management, and FrontRange ITSM (now Heat Service Management).
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OpenText Service Manager
Score 9.0 out of 10
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OpenText™ Service Manager (formerly from Micro Focus) is scalable service desk software powered by machine learning, analytics, and automation. It provides an ITSM platform for standardizing service delivery and support across the enterprise.
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Pricing
IFS Assyst
OpenText Service Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
IFS Assyst
OpenText Service Manager
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
IFS Assyst
OpenText Service Manager
Features
IFS Assyst
OpenText Service Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
IFS Assyst
8.9
1 Ratings
9% above category average
OpenText Service Manager
9.4
2 Ratings
15% above category average
Organize and prioritize service tickets
10.01 Ratings
8.62 Ratings
Expert directory
9.01 Ratings
9.62 Ratings
Service restoration
9.01 Ratings
8.72 Ratings
Self-service tools
9.01 Ratings
9.82 Ratings
Subscription-based notifications
9.01 Ratings
9.82 Ratings
ITSM collaboration and documentation
9.01 Ratings
9.82 Ratings
ITSM reports and dashboards
7.01 Ratings
9.82 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
IFS Assyst
9.0
1 Ratings
9% above category average
OpenText Service Manager
9.7
2 Ratings
17% above category average
Configuration mangement
10.01 Ratings
9.72 Ratings
Asset management dashboard
9.01 Ratings
9.82 Ratings
Policy and contract enforcement
8.01 Ratings
9.52 Ratings
Change management
Comparison of Change management features of Product A and Product B
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.
HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.
When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.
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.
