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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
Get our free report covering ServiceNow, Atlassian, BMC, and other competitors of Cherwell Service Management. Updated: January 2022.
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