Remedy VS Axios Assyst

Discuss and debate ITIL Change Management issues
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Sandys
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Wed Oct 19, 2016 3:20 pm

My company is looking to switch our change management application from BMC Remedy to Axios Assyst. Does anyone have any experience using Assyst for change management? Positive / Negative experiences?

We've had an Assyst demo and I wasn't impressed. When I asked questions on how assist would fit with our current change process I basically got answered with "looks at these pretty lights!" and my question was never directly answered.

I believe I'm going to have to rebuild our change process to fit the application and not having the application fit us as it should be. Yikes.


Sandy Spears
Change Manager

"Change Manager" - The person people love to hate!
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UKVIKING
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Thu Oct 20, 2016 1:54 am

what about the other IT SM processes

Do you have multiple tools - one for each process

When we changed our tool, we had a set of criteria that we applied to the set of tools

and assyst was on the top 5 but did not make the cut

You should nail down what customisation you will have to do

Ignore the shiny
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Sandys
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Location: Nova Scotia

Thu Oct 20, 2016 9:06 am

We're using Remedy for our Service Desk (Incident Management), Change Control and customized for ITSR's (Software, access req etc).

Unfortunately the decision was made to switch to Assyst without any consultation with the Change Management team. I've tried searching for reviews of Assyst online and people seem to really hate it or love it.

I was hoping to get some honest thoughts on the application from people who've used it for CM although I realize everyone's processes vary. Do I have a nightmare coming my way?
Sandy Spears
Change Manager

"Change Manager" - The person people love to hate!
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UKVIKING
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Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Thu Oct 20, 2016 3:35 pm

In terse terms......yes

You will have to force fit the tool to the process and / or vice versa
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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