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Review: Axios assyst for Service Catalogue [BEST IN CLASS]

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This independent review is part of our 2013 Service Catalogue Group Test.

Executive Summary – Axios (BEST IN CLASS)

Overview
  • High-end option for Medium – Enterprise
  • Simple intuitive UI/OOTB
Strengths
  • Seamless integration with assyst ITSM processes
  • UI
  • Strategic approach
  • Vendor capability
Weaknesses
  • Not geared up for standalone SC implementation
  • May be overkill for technical or small implementations
Primary Market Focus Based on the information provided, Axios typically market to large/very large customers with a minimum of 1000 business users.They are classified for this review as:Specialised Service Management Suite – Offering ITIL processes and proprietary discovery tooling.They provide Event and Monitoring bridges as integration points.

Commercial Summary

Vendor Axios Systems
Product Axios assyst
Version reviewed v10
Date of version release February 2012 (multiple feature packs since initial release)
Year founded 1988
Customers 982
Pricing Structure Axios state:

  1. “SaaS – Organizations that are focused on capital expenditures and do not want to be concerned with managing hardware.
  2. On-Premise – Organizations that would rather pay a larger upfront cost, keep their annual costs lower, and keep their data in house.
  3. On-Premise Pay-Per-Month – Organizations that would like to spread the costs across 3 or 5 years, keeping their upfront cost low, while at the same time keeping their data in house.Within each of these delivery models, users can have either concurrent or dedicated license or a mix of both.While these form the basic structure of our licensing options, variants within these options are also available.  Furthermore, if a client should, at any point, want to move between the different models, we will certainly provide for that capability.    The assyst solution supports both dedicated (named) and concurrent models to allow flexibility with all core functions covered under a single licence.”

largeIndependent Review

Axios is an established vendor with a track record in the ITSM market. The Service Catalogue product is a relatively recent addition, now seamlessly integrated into the wider ITSM product functionality.

The standard interface is clean, uncluttered and intuitive, and in many cases could be used Out of the Box (OOTB). The system provides extensive functionality with all requirements met, although some advanced demand management functions require extra configuration (will be in next release). assyst offers ‘multi-tenancy’ options with links to its Customer Service Groups (CSG) functionality, which allows for customer separation and simple service definition.

The seamless integration with the rest of the assyst ITSM functional areas makes it suitable for a ‘top-down’ approach. It has not been sold extensively as a stand-alone (Service Catalogue) product, although there are some customers and so it could support a ‘bottom up’ approach The vendor is geared up to sell and implement to the ITSM market in general rather than marketing the Service Catalogue as a separate product. The vendor has extensive experience of technical integration with other products.

This is a high-end product and would be suitable for medium and large enterprise implementations. It is an excellent option for existing or prospective assyst customers and is a simple and function-rich option for others, although it may be a high cost and over engineered option for those simply looking for a request portal to get started. It is a good option for enterprise clients who want an intuitive simple interface and minimal tailoring and configuration.

 Overview

  • Existing ITSM vendor
  • Established (25+ years) independent vendor competing with large framework vendors for enterprise-wide ITSM functionality
  • Relatively recent entry to Service Catalogue market – design has incorporated recent thinking and practice
  • Strong approach that meets strategic and technical approach
  • Meets all state requirements
  • Seamless integration with existing assyst ITSM process and event management engine
  • Good overall Service Catalog product and implementation service offering for assyst clients
  • Was designed as potentially standalone product
  • Excellent full functional option for enterprise and medium sized IT organisations

Strengths

  • Pitch and approach suggests strategic focus and capability in full strategic value of Service Catalogue
  • Follows Service Strategy and Service Design approach generally in line with ITIL v 3 onwards
  • Simple forms-based service design – creates service structure and relationships
  • Services integrate with existing CMDB data and existing Incident Problem and Change functionality and workflows.
  • Existing Customer Service Grouping (CSG) functionality is a strong offering for ITSM wide integration – good business-view option for Managed Services clients who require multi-tenancy ITSM with Service Layer.
  • Recent version has developed and improved slick interface for end users and IT users.
  • Request Management workflow simple and dynamic – looks easy to use for non-technical staff
  • Strong approach based on workshops and skills transfer to clients. Axios has an in-house global network of implementation staff with technical and process experience.
  • The product visualises service structure well, providing opportunity to see services and relationships. This is a key element in developing awareness and ‘buy-in’ across a number of stakeholders.
  • Established integrations with other ITSM and technical products
  • Mobile function allows full functionality
  • Meets all stated requirements

Weaknesses

  • May be over-rich ‘high end’ option where simple technical request management and portal is required
  • Mobile functionality late to market – relatively low pick up to date – particularly of standalone version
  • Designed to be a standalone product – Axios sales, marketing and implementation approach geared up more for large ITSM-wide sales cycle and projects
  • Some areas of Demand Management still to be fully implemented – can track and review consumption by reporting, but this needs to be developed as a dynamic real-time feature (next release)
  • Limited global recognition and limited partner network – limited pool of global expertise beyond in-house
  • Dashboard tool can involve some external technical work to develop beyond standard configurable offerings

assyst Service Catalogue Customers

In Their Own Words:

“For more than 25 years, Axios Systems has been committed to innovation by providing rapid deployment of IT Service Management (ITSM) software. With teams in 22 locations globally and over 1,000 successful customer SaaS and on-premise deployments, Axios is a worldwide leader in ITSM solutions, with an exclusive focus on ITSM.

Axios’s enterprise ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams. assyst enables better, faster, less costly delivery and support of IT services, and was developed to support current ITIL® best practices. Designed for SaaS and on-premise, assyst offers the latest in real-time dashboard technology, social IT management, mobility, reporting, resourcing and forecasting.

assyst allows our clients to offer unparalleled multichannel support, bringing substantial tangible business benefits. We take pride in our complete ITSM package, and all customer-facing staff is ITIL foundation qualified and all consulting staff is ITIL Service Manager (Expert / Master) qualified to ensure our customers get the best solution for their business.

In addition to recognition from leading organizations, including Gartner, Ovum and Forrester Research, we have been honored by the Service Desk Institute, PINK and HDI.  Axios Systems was also:

  • Ranked in the top 1% of software companies for financial stability in 2010 by Dunn & Bradstreet
  • First in the world to adopt ITIL®
  • Involved in the original ITIL V3 re-write

Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific.”

Screenshots

Further Information

Group Test Index

This independent review is part of our 2013 Service Catalogue Group Test.




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