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We have aggregated ratings data on Axios but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 2 out of 5.0, Reviewed

    Product(s): assyst

    Platform not intuitive, implementation time and dev costs higher then anticipated

    Overall Comment

    We had a beta client agreement with Axios for the SaaS product, the implementation had a mixed reception in and outside of IT. Overall, the product was stable and realitivly easy to implement. We found the interface was clumsy and non-intuitive. Some improvements were seen in later versions but the UI never rose to the level of industry leading platforms.

    What one piece of advice would you give other prospective customers?

    Do extensive user testing on platform to see if it fits organizations needs. Factor in additional consulting cost and make sure you have the knowledge and capability to support internally. Support documentation and training was lacking so longer support learning curve. Pay to have them build it!

    What do you like most about the product or service?

    Stability was good. Upfront cost was lower.

    What do you dislike most about the product?

    Lack of support documentation and training materials. Total cost of implementation wasn't accuratly relayed. UI was not intuitive but improvements were made in later releases.

    What one thing do you wish the vendor did differently?

    More guidance related to comfiguration, requirements gathering especially in low maturity organizations unfamilar with ITIL.

    If you could start over, what would your organization do differently?

    Difficult to say since the organization at the time had budgetary constraints rulling out industry leading platforms. Likely go with another platform.


  • 5 out of 5.0, Reviewed

    Product(s): assyst

    The future in data center management

    Overall Comment

    Axios Assyst provides the complete spectrum to support our ITSM processes. With Axios Assyst we are able to develop our processes related to future demands. With Axios consulting services we can be sure that all requirements can be solved. The new Axios ITAM integrated in Assyst helps us to combine service- and asset management within one software. A great software suite !

    What do you like most about the product or service?

    Consulting quality/ITAM feature

    Service & support - overall comment

    Service Desk is very


  • 4 out of 5.0, Reviewed

    Product(s): assyst

    IT Service Management is the way forward. We are slow and steady on the right path.

    Overall Comment

    Strict adherence to Project Management methodology during the implementation was a key success factor. Phased implementation of the processes also helped. Enabling automatic capturing of items and details remained a challenge.

    What one piece of advice would you give other prospective customers?

    Identify what are best practices for you, define the processs and then proceed to tool based implementation. You need to take the whole organisation along for the successful implementation. Top management commitment is essential.

    What do you like most about the product or service?

    100% ITIL compliant. User-friendly and pleasant.Focus on single product.

    What do you dislike most about the product?

    Much to be desired in the service support area. Local support not there. Service Desk support is inadequate.

    What one thing do you wish the vendor did differently?

    The vendor should have customized an approach to implementation for each customer, at least for each geography.

    If you could start over, what would your organization do differently?

    We would have ensured 100% ITIL awareness for the staff and at least ITIL foundation training for ITD staff to start with.

    Service & support - overall comment

    Lack of local support. Centralized service desk is quite wanting in their responses.


  • 5 out of 5.0, Reviewed

    Product(s): assyst

    One of the best

    Overall Comment

    It was wonderful dealing with Axios.

    What one piece of advice would you give other prospective customers?

    Try them ASAP

    What do you like most about the product or service?

    Both

    What do you dislike most about the product?

    Nothing

    What one thing do you wish the vendor did differently?

    Nothing

    If you could start over, what would your organization do differently?

    Nothing

    Service & support - overall comment

    Yes. The product idea is excellent and Axios is on of the best.


  • 5 out of 5.0, Reviewed

    Product(s): assyst

    Future lies here

    Overall Comment

    Great to deal with them.

    What one piece of advice would you give other prospective customers?

    You will love the product

    What do you like most about the product or service?

    Efficiency

    What do you dislike most about the product?

    Nothing

    What one thing do you wish the vendor did differently?

    Nothing

    If you could start over, what would your organization do differently?

    Nothing

    Service & support - overall comment

    The product itself


  • 4 out of 5.0, Reviewed

    Product(s): assyst

    A strong, efficient and stable product.

    Overall Comment

    Our company was recently faced to an important challenge, the replacement of our ITSM tool. After a significant study of what was available in that area, we decided to go for Assyst from Axios The system was rapidly live and all our important data were imported successfully. The most difficult part, the customization, was handled with the support of Axios specialists.

    What one piece of advice would you give other prospective customers?

    The implementation has been made with the full support of Axios consultants specialists. Internal resource must be available, clear specifications must be provided and knowledge of data to be imported is a must

    What do you like most about the product or service?

    The product is stable. It has many features and is modular. The roadmap permanent improvement and take into consideration the need of customers

    Service & support - overall comment

    N/A


  • 5 out of 5.0, Reviewed

    Product(s): assyst

    Axios went the extra mile with us. Took the time to make sure implementation was a success.

    Overall Comment

    Complete involvement of team members from start to finish. The AGS group of consultants at Axios is some of the best I have seen.

    What one piece of advice would you give other prospective customers?

    Allow adequate time to work with AGS or plan out the implementation before the go-live date by taking all reasonable risks in account when creating the timeline. We failed to be able to get timely approvals from all business sponsors timely. This caused some delays and issues with scheduling with the AGS team. They still worked hard to get us implemented on the date set.

    What do you like most about the product or service?

    The ability to get assistance from the vendor when necessary due to reasonable contact to check in on how things are going.

    What do you dislike most about the product?

    I would say this area is not a dislike, but is a weak area in our eyes. Just like our support, there are times that the support desk may be a little green. It takes getting a higher person or contracting AGS to get the assistance needed. They always do their best to get a workaround.

    What one thing do you wish the vendor did differently?

    Axios did a good job assisting us prepare, implement and with continued support.

    If you could start over, what would your organization do differently?

    Make sure support teams are in agreement with their own processes before having them designed in the process designer. Time was wasted creating processes to then have the various teams say that the process was not what they do. Wasted time that could have been spent on other areas of the tool or creating a good CMDB.

    Service & support - overall comment

    They have always been able to find a workaround, fix or make changes requested.


  • 5 out of 5.0, Reviewed

    Product(s): assyst

    End to end principle engagement and a fantastic ITSM platform.

    Overall Comment

    The principle expertise was excellent with a strong local presence in the Middle East, both from sales, pre-sales and technical implementation carried out by the vendor on-site. Coupled with the superb functionality (and native Arabic) out of the box, with great integration capabilities to automate service management across many business functions. Axios and assyst have proven to be a great team and a strong partner in our services strategy.

    What one piece of advice would you give other prospective customers?

    Having the principle vendor do the implementation provided the expertise you need in a complex platform project. Delivered on time and on budget.

    What do you like most about the product or service?

    Flexibility, integration capabilities and the ability of the configuration to carry through an upgrade.

    What do you dislike most about the product?

    The UI could be more intuitive.

    What one thing do you wish the vendor did differently?

    Create more awareness - I only knew of Axios from a colleague who came from another company who had installed assyst.

    If you could start over, what would your organization do differently?

    We would roll out enterprise-wide service management earlier.

    Service & support - overall comment

    global support team with local escaltion - all provided by pronciple vendor


  • 5 out of 5.0, Reviewed

    Product(s): assyst

    Good delivery, but requires better enduring support model - i.e. out of hours options

    Overall Comment

    Good communication between vendor and user

    What one piece of advice would you give other prospective customers?

    make sure you are mature enough and have the appropriate processes in place before implementing an ITSM tool

    What do you like most about the product or service?

    Easy to modify

    What do you dislike most about the product?

    No phone support out of hours

    What one thing do you wish the vendor did differently?

    I cant think of anything

    If you could start over, what would your organization do differently?

    better consultation with customers

    Service & support - overall comment

    I dont feel that the phone support is that effective. I feel like a lot of the work thats required to troubleshoot is passed back to us.


  • 4 out of 5.0, Reviewed

    Product(s): assyst

    It is a stable tool that meets our needs and all upgrades have been done in-house

    Overall Comment

    We have used the tool Assyst now for over 5 years and throughout we have upgraded the tool in-house with little help from Axios, and also the tool has helped us be more compliant with ITIL as a IT service provider.

    What do you like most about the product or service?

    The product is stable and scalable

    What do you dislike most about the product?

    More features

    Product capabilities - overall comment

    It is a great product that is ITIL compliant

    Service & support - overall comment

    We have both local and uk support available to us from the vendor.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(14)
4.5

Ability to understand your organization's needs

(15)
4.5

Timely and complete response to product questions

(15)
4.3

Pricing and contract flexibility (pricing and terms)

(15)
4.1
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(15)
4.3

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)

12 months or more

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(12)
4.3

Ease of integration using standard APIs and tools

(14)
4.1

Quality and availability of end-user training

(15)
4.3

Ease of deployment

(15)
4.3
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(16)
4.0

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(16)
4.1

Quality of technical support

(16)
4.1

Quality of peer user community

(15)
4.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(16)
4.3

Incident and Problem Management

(15)
4.4

Change, Configuration and Release

(12)
4.4

Self-Service/Request Fulfillment

(12)
4.6

IT Knowledge Management

(13)
4.2

Reporting and SLA Management

(12)
3.8

Process and Workflow Design

(13)
4.2

Data Source/ITOM Tool Integration

(13)
3.8
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Application Lead

Technical Assessment

Vendor Management

Development/Integration

Maintenance and Support

User Training

Vendor/Product Selection

Rollout and Install

Functional Assessment

Executive Sponsor


What other vendors were considered?

BMC Software

CA Technologies

ServiceNow

Microsoft

Cherwell Software

Heat Software

ManageEngine

Axios

Cisco

Hewlett Packard Enterprise

IBM

OTRS Group

Easy Vista

LANDESK

Omnitracker

Serena Software

TOPdesk

Zendesk

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process agility

Improve business process outcomes

Drive innovation

Improve compliance and risk management

Enhance decision making

Drive revenue growth

Cost management

Improve supplier or partner relations

Other...


What were the key factors that drove your decision?

Product roadmap and future vision

Product functionality and performance

Strong services expertise

Strong customer focus

Breadth of services

Strong consulting partnership

Overall cost

Strong user community

Pre-existing relationships

Financial/organizational viability