Review: Axios for Change, Configuration and Release


This independent review is part of our Change, Configuration and Release Review.

Executive Summary

Elevator Pitch Axios assyst is a solid, mature and well-rounded tool marketed towards organisation with 1,000+ end users.The functionality and design of assyst provides the ability to manage both simple and complex workflow processes to support the management of change and request.Available both as a SaaS solution and on premise – with concurrent and named licenses – assyst provides a flexible model to fit around your business.
  • Relationships between configuration items, services and users are clearly displayed via a visual impact explorer
  • Drag and drop calendar functionality
  • Easy to collaborate on changes etc., reducing the need for the use of external software
  • Requires experience and an increased investment in time to implement release management if your existing process is complex
Primary Market Focus Based on the information provided Axios assyst is exclusively used by large to very large organisations (circa 1000+ users)

Commercial Summary

Vendor Axios
Product assyst
Version reviewed V10.4
Date of version Release January 2014
Year Founded 1998
Customers 1,000+
Pricing Structure Available both as a SaaS solution and on premise, with concurrent and named licenses
Competitive Differentiators
  • All ITSM process integrated into one app – non-modular
  • Visual Impact Explorer provides clear graphical views of infrastructure and relevant relationships
  • Drag and drop change/release process design

Independent Review

Axios assyst (hereafter referred to as “assyst”) is an extremely mature and well-rounded tool, which covers the larger end of the ITSM market, i.e. 1,000+ users.  Requiring no development or programming know-how, users of assyst are able to use the templates and workflows to tailor the system to their organisational needs with minimal training.

Axios boasts that it has 18+ years experience of service management experience in the wider business, not just in IT, and as a result is in a better position to cater to the expanding market of Enterprise Service Management.  However, although I would agree that assyst is capable of catering to this market, I feel that the look and feel would be less conducive to the wider business than in some of the other tools featured in this Change, Configuration and Release Review. It is my opinion that assyst currently looks like an IT tool trying to expand into other areas, rather than a tool that can already sufficiently work outside of IT and would benefit from some superficial user experience enhancements to make it less IT department centric

My overall impression of the tool is that assyst would be suitable for large (1,000 – 9,999 users) to very large organisations (10,000+ users) with moderate to mature change processes in place.  Release will take these organisations additional time and manpower to configure due to the need to modify change to resemble your release process, however, provided that this is not too complex, this should be fairly painless and relatively straight forward to implement.

If you are looking for a solid tool that interacts well with other processes (such as Incident and Problem Management), and gives a clear graphical view of your infrastructure for risk assessment, then provided that you are part of an organisation with 1,000+ users, I believe that assyst would be a strong candidate for your consideration.  Whilst assyst could certainly be considered by smaller organisations, I feel that cost may be prohibitive.


assyst performs release via the change area of the tool.  A change form can be used to record the release details and is categorised as a ‘Major Release’ or ‘Minor Release’, with these categories being fully customisable.

assyst contains a number of standard release processes that can be easily modified, together with a set of common stages, such as approval escalation based on monetary thresholds, which can be used to rapidly build custom release processes (Stage Library).  If your release process is uncomplicated then implementation of this mechanism should be fairly straightforward.

Forms within assyst are dynamic, which means that dependent upon which fields are selected, other areas will appear or disappear, thus tailoring the experience and making it easier to gain exactly the information you require.  I believe this advancement will make for a more positive interaction for the self-service customer.


assyst comes with a number of standard release processes that can be easily modified to suit an organisation’s individual needs.  These can be configured to provide analysts with the ability to select Change/Release templates, including pre-approved, from a pre-defined list.

assyst features a “visual impact explorer”, which provides clear graphical views (i.e., service-oriented, hierarchic, impacted users and peer-to-peer) of the infrastructure.  Clicking on an item, i.e. a server, will change the view to show all the relationships that will be affected by a change.  This is one particular feature that I can see being especially useful for organisations with complicated infrastructure, and use of it should greatly reduce the time spent on risk assessment.

As you would expect all Changes logged require a Category, an Impact / Urgency and a Service Department to be assigned to it for resolution.  Dependent upon the configuration of the change template and fields completed, the risk is calculated and set as either minor, major, or significant, and the proper Workflow is then initiated to match the risk level calculated.

The link types are fully configurable enabling customers to rename with terminology appropriate to their organisation and is particularly useful for widening the use of the tool into Enterprise Service Management and shows that the expanded use of the tool has been taken into consideration by Axios.

Pre-approved Change/Release templates are available for selection from a pre-defined list.  The template and workflow associated can be fully customized using the visual Process Manager.  Dependent upon set up, the Workflow Processor will automatically route the request to the appropriate staff for the relevant authorization, decision and fulfillment tasks to be completed.


assyst provides functionality to design and manage both simple and complex workflow processes to support the management of change and request. A workflow process is constructed from a series of stages, which are in turn constructed from a series of Tasks that can comprise of actions to be taken, authorizations and decisions.

Tasks are assigned dynamically based on information held within the CMDB by setting “Task Expressions”, and as a result authorisation can be advanced to a more senior employee if the cost of the change is above a certain threshold value.  The workflow engine manages the control of this process and is capable of handling multiple threads simultaneously.  This means that for standard requests, such as new starters, where several change requests could require processing, they can be run concurrently saving valuable time.

assyst allows each user to customise their view of the system which means that Dashboards and Reports can be tailored individually, permission allowing.


The change calendar is able to detect conflicts on a number of levels including blackout periods, maintenance windows or instances where more than one change is planned against the same item or system/service at the same time.

Changes can be dragged/right clicked to move to a more appropriate time, such as within a maintenance window.  Drag and drop functionality within the change calendar is extremely useful and something that I hope more vendors incorporate within their change management tool.


As with the rest of the tool, change management security is based on group and role permissions, access to which is dynamically allocated based on operation process roles set by the customer. assyst allows for the creation of multiple groups, for example CAB’s, and users can be associated to any number of these groups.

Individuals and groups can be assigned tasks within a change, due to assyst’s workflow capabilities, and the workflow process can be configured by the customer to include multiple stages and tasks. These can include any number of authorisations, approvals and decision stages, which can dynamically alter the flow of the process.

assyst is another tool that is applying collaboration within the solution, and change is certainly an area that can benefit from keeping communication in one place. Groups of users can create an online CAB meeting from the Change and invite other members to review changes, post comments and approvals without requiring tasks to be assigned to individuals.  I can see this being a well-used area especially with dispersed teams and CAB’s.

In Summary

assyst offers solid change, configuration and release functionality with strong risk assessment capabilities. I therefore believe that it is a good offering for both large and enterprise organisations with moderate to mature change processes in place.

In Their Own Words:

Axios was formed in 1988 with one single objective in mind – to deliver software that better enables Strategic IT Service Management (ITSM) initiatives for the professionals that deliver world-class IT services within their organizations daily.

With over 2 decades immersed in ITSM routed in ITIL and R&D investment in our software, we believe that we offer customers an unrivaled combination of product functionality, depth of understanding of ITSM and the ability to execute delivery of ITSM initiatives with customers with a world class Global Services organization. Our long-standing involvement also means that as ITIL has evolved, our solution has evolved and matured, allowing us to better support and enable organizations navigate the complexities of practical implementation of best practice to strategic, value driven ITSM.

The assyst product has been developed from inception as an ‘out of the box’ IT Service Management (ITSM) solution, fully compliant with the recognised PinkVERIFY / ITIL and BS15000 (now ISO 20000) philosophies for Service Management Best Practice.

assyst fully supports both ITIL V2 and ITIL V3. assyst is currently used by a number of customers to support IT governance initiatives (such as Sarbanes Oxley).


This independent review is part of our Change, Configuration and Release Review.