Change, Configuration and Release Review – The results (2014)

CCRThis is a competitive review of software vendors who offer Change, Configuration and Release capabilities as part of their IT service management (ITSM) solution.

Products reviewed:

Change, Configuration and Release 2014 Best in Class

ITinvolve has taken huge strides in the ITSM arena with Service Manager by embracing the adage “knowledge is power”.  We feel that the developments that ITinvolve Service Manager has made with the fundamentals of knowledge and collaboration, ensuring that all relevant information is available to the right people at the right time (and in a straightforward way), enables risk assessment capabilities that far outweigh those of other ITSM solutions. This provides increased value to its Change, Configuration and Release capabilities.

Change, Configuration and Release Review Best in Class: ITinvolve
Change, Configuration and Release Review Best in Class: ITinvolve

The way that these capabilities support and mold Change, Configuration and Release creates a product that gives control, intelligence and awareness back to the IT organisation.

Offered as a SaaS-only solution, ITinvolve states that Service Manager integrates with discovery products, and we feel proactively delivers timely and relevant information whenever needed.  The solution greatly reduces the burden on staff and ensures risk can be quickly and accurately assessed.

Best for On-Premise

For those organisations looking for Change, Configuration and Release capabilities in an on-premise solution then Cherwell Service Management® would be our recommendation (please note that Cherwell Service Management® is also available as a SaaS solution).

We believe that Cherwell Service Management® has the functionality the vast majority of organisations require to operate an efficient and successful management of Change, Configuration and Release processes.

Introduction

The only thing constant in life is change, and this is never truer than in an IT organisation.

In order to get a handle on the myriad of modifications and developments occurring within IT many organisations turn to frameworks, such as ITIL, for guidance on best practice.  Change, Configuration and Release Management are three processes that group together favourably and are a valuable continuance for businesses unsure where to progress following successful adoption of Incident, and in some cases Problem Management.

  • Configuration Management is the process used to track individual Configuration Items (CIs) and the way in which they interact with one another
  • Change Management is the process used to track and communicate any changes in service that may impact the customer, such as when systems are taken offline for updates
  • Release Management is the process of managing software releases from development right through to release

Each process can be used individually, but more often than not you will find these processes intertwined.  For example, when considering either a Change or Release you will need to know the CI’s that will be affected before you begin.

As listed above it is ITSM Review’s opinion that Configuration should come first.  We believe that if you can get Configuration right then Change and Release will be infinitely more straightforward.  Establishing that any prospective ITSM tool can record all information for a CI in an easy-to-document-and-locate approach will minimise risk both to individuals and the organisation as a whole.

Too often we see cases where needless mistakes occur during the management of Change and Release due to critical information not being easily accessible.  Upon investigation the result is usually that the documentation was circulated and then filed away with the expectation that it would be read in infinite detail and re-read upon any future modifications of said item.  There are several issues with this:

  • There is a finite amount of time in a day to read the multitude of documents one comes across
  • There is a finite amount of storage within a brain to remember which items have related documents squirreled away
  • People only know what they know

You can blame individuals after mistakes occur by stating that documentation should have been sought out, or you can employ processes that take the guess work (and leg work) out of the equation in conjunction with using an ITSM tool that offers up the information to the right people at the right time.

In this review we have looked at a range of ITSM products covering Change, Configuration and Release Management, targeting all market sizes.

Market Positioning (Target Market Size)

For the purposes of this review, vendors were classified based on their primary market focus, and product capabilities.

Vendor Small Medium Large Very Large
Axios 0% 0% 75% 25%
Cherwell 1% 14% 65% 20%
ITinvolve 0% 75% 12.5% 12.5%
TOPdesk 35.32% 53.63% 10.47% 0.54%

Approach

Vendor On Premise/Saas Separate Release Module Discovery Tool own/Third Party
Axios Both No Both (version dependent)
Cherwell Both No Both
ITinvolve Saas No Third Party
TOPdesk Both No Both (version dependent)

Competitive Overview

Vendor Elevator Pitch Strengths Weaknesses
Axios 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
Cherwell Cherwell Service Management is a functionality-rich and user-friendly tool.The flexibility of Cherwell Service Management allows customers to automate existing change and configuration processes without the need to compromise the status quo to fit around the tool.With Cherwell Choice concurrent licensing and flexible hosting model, you can choose what works best for your business — Pay-as-you-go or perpetual license,.  Hosted on-premise, by Cherwell or by a third party.
  • Offers multiple ways to achieve the same outcome (e.g. creating a change request) meaning that users can work whichever way best suits them and their requirements
  • Mature change calendar with drag and drop functionality and ability to create changes direct from the calendar view
  • Robust collision detection
  • Requires experience and an increased investment in time to implement release management if your existing process is complex
ITinvolve ITinvolve Service Manager is a progressive and ambitious product.Uniquely combining knowledge capture, analysis, and social collaboration, Service Manager proactively delivers timely and relevant information whenever needed.  The solution greatly reduces the burden on staff and ensures risk can be quickly and accurately assessed.Saas based, Service Manager is licenced per user with an additional annual cost for the platform.
  • Advanced and proactive delivery of knowledge
  • Dynamic identification, analysis and engagement of changes
  • Key settings can be recorded against individual items/objects and are immediately obvious from all areas of the application
  • No drag and drop or create functionality from within the calendar
TOPdesk TOPdesk 5 is a visually pleasing and easy to navigate tool.TOPdesk’s modular structure accommodates a wide range of requirements from different sized organisations. All products include extensive reporting options, clear overviews and a handy Plan Board for planning resources.Web-based hosted as a service or on-site Service Management software, TOPdesk has made the transition from IT into Facilities Management and HR.
  • Tabbed working (ability to have more than one active record open at a time)
  • Attractive GUI which will be appealing to the wider business
  • Form Designer is not available to customers of the Professional version
  • No drag and drop capability on change/release calendar
  • Blackout and maintenance windows not created against Configuration Item (CI) or Service but instead in the Event and Actions module

Customers

customers-graph

Analysis

Vendor Functionality Competitive Differentiators Analysis
Axios Mature, well-rounded tool covering the larger end of the ITSM market with solid change, configuration and release functionality with strong risk assessment capabilities.
  • 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
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.
Cherwell Functionality rich and user friendly tool ensures that no matter how you want to do something you’re likely to be able to do it.
  • Fully integrated management processes that are 100% configurable against an organisation’s current and future service request models, without the need to write a single line of code via programming or scripting services
  • Integrated Platform as a Service (PaaS) technology to empower users to easily develop and deliver integrated business services offerings
  • Quick, easy, and seamless system upgrades, as well as low cost of ownership for on-going system management overheads
Unless you are an organisation with advanced or complex release management requirements, I highly recommend that you consider Cherwell Service Management as your tool of choice.
ITinvolve Progressive, ambitious and agile product with exceptional use of knowledge and collaboration to underpin Change, Configuration and Release as well as all other processes.
  • Comprehensive understanding of not only configuration dependencies but also compliance and key settings
  • Dynamic identification and engagement of all relevant change stakeholders with facilitated collaboration and risk assessment prior to formal change approval workflows
  • Knowledge is proactively delivered to IT staff in the context of the change/release being created/worked on
Despite the lack of drag and drop and create option functionality from within the calendar, regardless of the size of your organisation I strongly believe that you can’t go wrong with considering ITinvolve Service Manager as your ITSM solution for Change, Configuration and Release.
TOPdesk Modern, attractive and easy to navigate tool which is likely to appeal to the wider business as well as IT.
  • Integrates multiple support processes into a unified system, which can be used by the wider business
  • Licensing structure is based on the number of end users rather than operators
  • Comprehensive and modular solution that allows customers to add new processes as they grow
If you are a purely reactive IT organisation, of basic to moderate maturity, with a low to medium number of change requests, then the Enterprise or Ultimate offering of TOPdesk 5 would be a suitable candidate for your organisation.

Deep Dive

Further details for each vendor can be found by using the links below:

Disclaimer, Scope and Limitations

The information contained in this review is based on sources and information believed to be accurate as of the time it was created.  Therefore, the completeness and current accuracy of the information provided cannot be guaranteed.  Readers should therefore use the contents of this review as a general guideline, and not as the ultimate source of truth.

Similarly, this review is not based on rigorous and exhaustive technical study.  The ITSM Review recommends that readers complete a thorough live evaluation before investing in technology.

This is a paid review, that is, the vendors included in this review paid to participate in exchange for all results and analysis being published free of charge, without registration.

For further information, please read the ‘Group Tests’ section, on our Disclosure page.

Review: TOPdesk for Change, Configuration and Release

Logo TOPdesk Service Management Simplified CMYKTOPdesk

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

Executive Summary

Elevator Pitch TOPdesk 5 is a visually pleasing and easy to navigate tool.TOPdesk’s modular structure accommodates a wide range of requirements from different-sized organisations. All products include extensive reporting options, clear overviews and a handy Plan Board for planning resources.Web-based hosted as a service, or on-site Service Management software, TOPdesk has made the transition from IT into Facilities Management and HR.
Strengths
  • Tabbed working (ability to have more than one active record open at a time)
  • Attractive GUI which helps make the product simple to use and requires no coding experience
Weaknesses
  • Form Designer is only available to customers in the Enterprise version
  • No drag and drop capability on change/release calendar
  • Blackout and maintenance windows not created against Configuration Item (CI) or Service but instead in the Event and Actions module
Primary Market Focus Based on the information provided, TOPdesk markets to organisations ranging from small (-100 users) to very large, multi-national companies (10,000+ users)

Commercial Summary

Vendor TOPdesk
Product TOPdesk
Version reviewed 5
Date of version release 2012
Year founded 1993
Customers 4,000+
Pricing structure The licensing structure is based on the number of end users that the customer wishes to support with the software. This structure allows customers to have an unlimited number of agents, operators and technicians working on the tickets themselves.Both on-premise installations and SaaS options, hosted by TOPdesk, are available.
Competitive differentiators
  • Shared Service Management and One-Stop-Shop application integrates multiple support processes into a unified system, which can be used by multiple departments either coupled with IT or independently within the business
  • Licensing structure is based on the number of end users rather than operators
  • Comprehensive and modular solution that allows customers to add new processes as they grow

Independent Review

With a modern and attractive interface TOPdesk 5 will likely appeal to the wider business, as well as IT, due to its differing from the usual use of the Windows Explorer-style in favour of a more intuitive GUI.  Whilst most ITSM tool vendors are now looking at ways to enable the integration of their tools outside of IT, in my opinion TOPdesk has been involved in leading the way in a shift towards Enterprise Service Management (ESM).

Our impression of the tool is that the Enterprise edition would be suitable for organisations with a basic to moderate maturity of change/release process with low to medium volume.  The choice to create actions in the Event and Alert module to notify of blackout and maintenance windows after the change has been requested, seems like an afterthought, and is the primary reason why we would not recommend the tool to organisations with a high maturity of change/release.

Without Form Designer, which lets you design your own forms ensuring you gather the correct information, the Professional edition lacks, what we believe, should be basic functionality. However, the processes link well together and the GUI is intuitive, with the ability to create new changes etc. from most areas without the need to navigate away from the current page.

In ITSM Review’s opinion, TOPdesk 5 is a solid ITSM tool, but unfortunately change and release is not its strongest area.  Our recommendation to TOPdesk would be to add Form Designer to its basic offering and to make a few changes to the change calendar (such as: creation of changes from calendar view and drag and drop of change requests) as well as to revise how maintenance and blackout windows function in all editions. This would then ensure that the tool is better suited to organisations with more complex change/release requirements.

General

As with a number of other tools included in this review, TOPdesk 5 combines release with change and the Project Management module (available to Enterprise customers) can also be used to plan releases.

TOPdesk has two offerings: Professional (basic) and Enterprise (standard). The Professional package allows customers to choose the modules, functions and processes that they require, paying only for what they need but with the flexibility to add new processes as they grow. However, as not all modules are available in Professional, should you wish to implement telephony integration, log or update calls on the go, or run surveys for continuous improvement then you will need to upgrade to the Enterprise offering.

TOPdesk states that Change, Configuration and Release are offered as part its Enterprise package. However for potential customers investigating capabilities, we feel that the website lacks clarity as to the inclusion of Configuration and Release as part of its offering. Furthermore, in our opinion little information is provided as to what functionalities can be included as part of the Professional package. It is therefore our recommendation that potential customers contact TOPdesk directly to discussion their Change, Configuration and Release requirements.

Change

As with the other processes in TOPdesk 5, change is easy to access from every screen.  The change record can be linked from incidents, problems, known errors etc. and provides a very good overview of the history of the issue. Change workflow can be configured to create a variety of change types dependent upon the processes an individual organisation has set up.

Configurable dashboards make change management easy to monitor with various widgets available to show you the relevant information you need, such as all current changes awaiting approval etc.  Dashboards can be set on a role-by-role basis giving an “at a glance” view to workload.

Although there are no change templates available out-of-the-box, TOPdesk states that these can be easily created by the customer and copied.

If your role requires you to wear more than one hat i.e. not just Change Manager, then TOPdesk 5 could be useful to you.  TOPdesk 5 has tabbed working that means that you can work on other areas (such as raising an incident) even if you are in the middle of creating a long and complicated change.  This is something that we personally feel is missing from a lot of tools in the market offering Change, Configuration and Release, and is an extremely useful component not just in change but all aspects of working in a busy IT department.

Configuration

For discovery and inventory within TOPdesk you can either use the additional network scanning tool “TOPsis” or integrate with a third party application.  There is also a Barcode scanner module available to Enterprise customers, which enables you to scan a room and attach labels to an item or object, with all relevant data being sent to directly to TOPdesk.

CI forms are fully configurable within Form Designer . The Form Designer allows customers to design forms for calls and requests for change, enabling them to determine which information must be filled in. Whilst Form Designer is part of the Enterprise package, we were surprised to find that this basic functionality is not included as part of the Professional edition. With many other tools containing similar functionality to Form Designer as part of their basic offerings we believe that TOPdesk needs to revisit its decision to not include Form Designer as part of its basic package.

The links wizard allows CI’s to be linked to changes, incidents etc. and each CI has a tab showing a trail of all operation changes.  It is possible within this tab to access all linked records by double clicking or single clicking for a quick overview.

Calendar    

Although TOPdesk 5 does not have the most basic of change calendars it’s not the most advanced either.

Creating blackout and maintenance windows is not as straightforward as it could be.  Rather than creating a window against a CI or a Service that would show on the calendar, these need to be created within the Events and Actions module (available in all versions), which triggers an email after submission dependant upon the parameters set.  We don’t think that it would be an inconvenience if you could go straight to the calendar, check the dates and then create the change from there, but unfortunately this is also not possible.

We feel that were we customers of TOPdesk, we would be frustrated by the toing and froing required to check dates and create requests.

There is also no drag & drop capability for changes on the calendar.  This is certainly by no means a deal breaker, but in the interest of making life as easy as possible for the user this is a possible enhancement TOPdesk could make in the future.

Approvals

Multiple activities can be created within a change, with different tasks involved that have specific time constraints.

Approvers and evaluators of changes can be person or role based.  There are fully customisable drag and drop workflow approval paths, which can be as simple or as complex as your organisation requires with the option for single and CAB approval.

Notifications or emails are automatically sent to approvers with details of the change request and these can be responded to via email or within the tool itself.

In Summary

If you are a purely reactive IT organisation, of basic to moderate maturity, with a low to medium number of change requests, then the Enterprise offering of TOPdesk 5 would be a suitable candidate for your organisation.

In Their Own Words:

TOPdesk develops ITIL-aligned Service Management Software for IT, Facilities Management, and eHRM helpdesks and is among the top five service management tools offered worldwide. Our award-winning solution, along with our ITIL verified consultants and outstanding customer support has helped over 4,000 unique customers to process questions, complaints and malfunctions. With over 20 years of service management experience, we have assisted businesses, to optimize their services with our 100% web-based and user-friendly application. TOPdesk’s modular structure accommodates a wide range of requirements from different sized organisations. TOPdesk can be hosted as a Service or can be installed on-site. All products include: extensive reporting options, clear overviews and a handy Plan Board for planning your resources. Every day, millions of users across 47 countries trust in TOPdesk as their service management solution. Raising your service levels and reducing your workload and costs have never been easier.

Screenshots

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

Review: ITinvolve for Change, Configuration and Release [BEST IN CLASS]

logoITinvolve

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

Executive Summary

Elevator Pitch ITinvolve Service Manager is a progressive and ambitious product.Uniquely combining knowledge capture, analysis, and social collaboration, Service Manager proactively delivers timely and relevant information whenever needed.  The solution greatly reduces the burden on staff and ensures risk can be quickly and accurately assessed.Saas based, Service Manager is licenced per user with an additional annual cost for the platform.
Strengths
  • Advanced and proactive delivery of knowledge
  • Dynamic identification, analysis and engagement of changes
  • Key settings can be recorded against individual items/objects and are immediately obvious from all areas of the application
Weaknesses
  • No drag and drop or create functionality from within the calendar
Primary Market Focus Based on the information provided, ITinvolve primarily targets the medium to enterprise market

Commercial Summary

Vendor ITinvolve
Product ITinvolve Service Manager
Version reviewed Winter ‘14
Date of version Release December 2013
Year Founded 2011
Customers 8 current customers using ITinvolve Service Manager
Pricing Structure The licencing structure is based on IT users, Business users, i.e. approvers, and Portal users with pricing set accordingly. Service Manager is SaaS-based.
Competitive Differentiators
  • Comprehensive understanding of not only configuration dependencies but also compliance and key settings
  • Dynamic identification and engagement of all relevant change stakeholders with facilitated collaboration and risk assessment prior to formal change approval workflows
  • Knowledge is proactively delivered to IT staff in the context of the change/release being created/worked on

Independent Review

ITinvolve seem to be heading in a slightly different direction to the other vendors in this Change, Configuration and Release review, which is refreshing to see. With emphasis for the other vendors being on broadening the scope into the wider business (outside IT), ITinvolve’s “Agility Application” is focusing on its use within IT and concentrating on helping to take the hard work out of capturing undocumented information, the “collective wisdom” – known by some but not easily accessible by all.

This product is far more dynamic than any of the others in this review and hits the knowledge management angle far harder than anyone else.  If our experience within IT has taught us anything it’s that you can have the best quality knowledge documented but if it’s not immediately available to you it’s not very useful. Ensuring that intelligence is not just recorded, but is immediately accessible to those that need it, as and when they need it, without the need to search through hordes of documentation is key to mature and successful ITSM.  With knowledge management nailed everything else seems infinitely easier and more straightforward.

Change, Configuration and Release work smoothly and effectively in this product.  The collaboration component and Key Settings establish a clear understanding of the needs of the IT department. In my view, doing both these two things exceptionally well, as ITinvolve Service Manager does, supports and benefits all other processes within the product.

In ITSM Review’s opinion ITinvolve Service Manager (hereafter referred to as “Service Manager”) would be suitable for organisation of all sizes, especially the more “forward-thinking market” looking to bring a more proactive way of distributing knowledge to the right audience in order to reduce risk and speed time to execution for change, configuration and release activities.

General

As with other tools in this review, release and changes are both created from within the change area of the tool, but with the difference here being that ITinvolve also handles releases as individual change items within a change record rather than just as a change.

Service Manager is built on the Salesforce1 platform and leverages the APIs, data integration facilities, and connectors available to integrate with third party systems such as discovery tools, CMDBs, systems management tools, etc.

Change

Service Manager supports pre-approved, normal and emergency change with the facility to configure these to your organisational needs.

The interesting thing about the way Service Manager works compared to other tools is that it gives interested parties a chance to weigh in on change requests before they go to the approval stage.  Proactive identification, analysis and engagement of changes ensures that everyone that needs consulting is consulted – avoiding the all to common “loop” where changes are brought forward to the CAB only to be pushed back for further analysis.

Service Manager is built with collaboration capabilities throughout, including the ability to follow particular items (which ITinvolve calls objects) such as applications, policies, and infrastructure components if you have a vested interest in them. Users can build a perspective (think of a “hot” Visio diagram) that includes all the objects valuable to their role rather than having to filter through information. This, in turn, enables the ITinvolve application to recommend the relevant experts to change planners for change, configuration and release activities.

These stakeholders are then able to collaborate virtually with one another on the change, adding or removing associations with other objects and engaging other stakeholders as necessary. The visual impact analysis is continuously updated during this activity, helping collaborators to easily see potential upstream and downstream impacts.

Additionally, any key setting information, policy information, or relevant knowledge objects/articles are inherited to the change for the objects associated, ensuring that all stakeholders have advanced access to the information they need to assess the change accurately and quickly without having to hunt for information.

Key settings for an object are able to be recorded and shown in the Activity Stream, as an icon within the Impact Analysis and within the Impact Factors tab, ensuring that important intelligence does not have to be hunted for and should never be missed.

This is by far the most agile and proactive change and release (as this is bundled also) product that we have reviewed so far.

Configuration

Service Manager supports a variety of integrations to leverage existing discovery and asset management data, but does not directly provide auto-discovery itself.  Objects in Service Manager support common attributes found in inventory control, asset management tools and barcode scanners making synchronization frictionless and consistent.

All automated updates to objects are written into the Activity Stream and followers of the object are updated immediately and are able to review, validate and correct revised information.  This creates a continuous mechanism for verification between expected and actual configuration avoiding the configuration inaccuracy challenges so common in CMDB implementations.

Service Manager supports a visual model of relationship mapping between objects including business services, applications, servers, databases, networking devices, policies, knowledge, etc., and also support custom objects.  Service Manager’s Impact Analysis not only shows which objects, services etc. are relative to one another, but utilizes badges to also show where changes and issues may be in effect for specific objects, as well as any key settings or information that you may need to be aware of.

What ITSM Review likes most about Service Manager is that you don’t have to go searching for relevant information.  Although there are times when you will want to manually attach information to an object, Service Manager does so intelligently without the need to perform extra steps or leave the screen you are on and go to a different area of the product.

Calendar    

The ability to set change/release blackouts/maintenance periods against individual objects as well as records that contain multiple objects, provides the opportunity to manage changes from a macro-level to a meticulous calendar ensuring that a change/release is only able to be requested for time periods that have been pre-approved.

One thing that we were surprised to find is that there is no drag and drop or create-from calendar ability within Service Manager.  Although this is not vital, it’s absence seemed a bit surprising given the other functionality contained. However this is functionality that ITinvolve states is on its roadmap for a future release.

Approvals

Once the change requester has performed an initial association of objects, including the business impact for the associated objects, relevant stakeholders are automatically identified based on those individuals, or groups that have included one or more of those objects in their perspectives (mentioned earlier within Change section).

Potential upstream and downstream impacts are visually represented ensuring that those stakeholders can easily spot any potential areas of concern.  Stakeholders are able to collaborate virtually with one another on the change, adding and removing associations with other objects and engaging other potentially interested parties, including business stakeholders as necessary. This “extra step” actually streamlines change approvals enabling greater change velocity.

Change and release approvals can be set to individuals or teams on a one/majority/percentage etc. must approve basis, e.g. a high risk change/release requires 100% agreement from all stakeholders before approval is granted. Escalations are also automated based on lack of stakeholder response within define timeframes.

Approvals, the same as all activities within the product, are documented and in effect creates a public audit that can be questioned, crowd sourced and peer reviewed.

In Summary

Despite the one noted absence of drag and drop and create option functionality from within the calendar, regardless of the size of your organisation, we strongly believe that you can’t go wrong with considering ITinvolve Service Manager as your ITSM tool for Change, Configuration and Release.

In Their Own Words:

ITinvolve Service Manager transforms IT Service Management (ITSM) with a unique, breakthrough approach.

Cloud computing, virtualization, and BYOD are making greater demands on traditional service management tools and processes. Unfortunately, commoditized service desk tools offer little more than ticketing and more “enterprise class” products are process-heavy and difficult to configure. What’s more, the collaboration capabilities they contain are afterthoughts at best and lack the context required for effective engagement.

ITinvolve challenges this status quo.

Product Highlights:

  • Provides a unified self-service portal for incidents, requests, and help information
  • Supports ITIL processes for incident, problem, change, and request management
  • Brings valuable, but scattered, IT knowledge and data together in one place – displaying it visually
  • Captures undocumented, expert tribal knowledge through easy-to-use social collaboration
  • Ensures teams have a trusted, complete, and accurate foundation for rapid decision making and risk analysis

Screenshots

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

Review: Cherwell for Change, Configuration and Release

logo_cherwell-softwareCherwell Service Management

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

Executive Summary

Elevator Pitch Cherwell Service Management® is a functionality-rich and user friendly tool.

The flexibility of Cherwell Service Management allows customers to automate existing change and configuration processes without the need to compromise the status quo to fit around the tool.

With Cherwell Choice™ concurrent licensing and flexible hosting model, you can choose what works best for your business — Pay-as-you-go or perpetual license, Hosted on-premise, by Cherwell or by a third party.

Strengths
  • Offers multiple ways to achieve the same outcome (e.g. creating a change request) meaning that users can work whichever way best suits them and their requirements
  • Mature change calendar with drag and drop functionality and ability to create changes direct from the calendar view
  • Robust collision detection
Weaknesses
  • 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, Cherwell Service Management is primarily a mid-market solution with the ability to be scaled-up to enterprise class organisations

Commercial Summary

Vendor Cherwell Software
Product Cherwell Service Management
Version reviewed 4.6
Date of version Release November 2013
Year Founded 2004
Customers 600+ ITSM customers worldwide
Pricing Structure Fully inclusive concurrent user usage for both perpetual and SaaS licensing models
Competitive Differentiators
  • Fully integrated management processes that are 100% configurable against an organisation’s current and future service request models, without the need to write a single line of code via programming or scripting services
  • Integrated Platform as a Service (PaaS) technology to empower users to easily develop and deliver integrated business services offerings
  • Quick, easy, and seamless system upgrades, as well as low cost of ownership for on-going system management overheads

Independent Review

Cherwell Service Management® (hereafter referred to as “CSM”) is a tool that is a relatively straightforward to use. This is not because there is only one way to achieve a particular outcome but rather that there are many ways to achieve the same goal – with the ability to choose the one that better suits your style of working, rather than having to tailor around the tool.

Cherwell admits that previously it has tried to be “everything to everyone” but that it is now working to better provide for its target audience.  With Change, Configuration and Release Management generally being somewhat “hit and miss” amongst vendors, CSM is a well-rounded tool that manages to be both straightforward and robust enough for all but the most complicated of change and release processes.

In ITSM Review’s opinion, CSM would be suitable for all types and sizes of organisations, except for those that already have a heavy and complex release management process in place.  Whilst we believe that it is possible to successfully configure CSM to meet more complex release needs (such as these), given the time, energy and expertise required to do so, it is likely that that an alternative tool would be a better fit for your organization.

For the vast majority of organisations, we believe that CSM has all the functionality required to compliment your change, release and configuration processes to operate an efficient and successful management service.

In our opinion, CSM looks marginally older fashioned than its rivals in this group test, but what it lacks in style, it makes up for in operation.  Easy to navigate, with all the functionality that anyone other than the most demanding release connoisseur could ever need, we see this tool as being a welcome addition to many IT organisations.

General

Release and changes are both created from within the change area of the tool.  Although CSM change management has solid out-of-the box functionality, which is easy to implement and is suitable for any organisation, release management almost always needs configuration by the customer.

This having been said, CSM states that it prides itself on being highly configurable without requiring scripting know-how, and we can see how with a little time and perseverance even someone brand new to the tool, like ITSM Review for example, could create a perfectly adequate, although basic, release management process with CSM.  However, if your existing release management mechanism is complex and entrenched then implementation will require a little more time and experience to ensure success.

Change

Changes are broken down into three types;

  • Emergency
  • Standard (repeatable)
  • Normal

Each change type has it’s own thread to follow and contains templates that can be configured and set for pre-approval.

Normal changes follow a step-by-step form designed to ensure that no area is missed with the added bonus of an expanded view that shows all steps in one go.  This feature would be especially useful to newcomers or occasional change coordinators who are unsure of all the information required for a change to be submitted.  The expanded feature is only available in Read Only to ensure that all steps are completed.

When creating a change, the Risk Impact is dynamically updated by the ticking and un-ticking of certain pre-defined (and customisable) check boxes.  The priority is then easy to identify from a table that shows the impact vs. urgency.

Where more than one undertaking is required during a change, tasks can be created to divide work and responsibility.  Tasks can be set to run concurrently or once the previous task is completed depending upon configuration, which is again customisable. For more complex changes, the ITPT (IT Project Tracking) can be used.  Resources for Tasks (as with Approvers) can either be individuals, teams or expression-based. Expression-based refers to individuals who, for example, are responsible for a specific Configuration Item (CI) (this would change based on which CI was being changed).

Time limits can be set on tasks with the ability for notifications to be sent via e-mail, Dashboards, RSS Feeds or mobile devices.

Changes can be bundled into a release for deployment together.  Although these bundled changes may not aggregate a release in the strictest sense, this option is a good one as for the vast majority of organisations, there is no real need for a separate area for this functionality.

Configuration

For discovery and inventory within CSM, you can either use the internal tool or integrate with a third-party application such as SCCM, Altiris, Express Metrics etc. Via OLEDB/ODBC drivers, SQL views, web services or the API.

Whenever a CI is introduced into the CMDB, a snapshot is taken of the CI, and from that point, any changes made to it are noted in the Baseline Changes Tab.

CI forms, like the rest of the tool, are highly configurable with the ability to set fields as mandatory, read-only etc., as you would expect.  CIs are easily filterable and easy to locate from within other areas of the system.

CSM has a mature impact analysis tool, which shows a graphical representation of CIs, Services AND Users with the ability to click-through on each type to see historical changes, problems and incidents. Many IT organisations only have a vague idea of what could adversely be affected by changes – if you are one of these organisations we feel that a demonstration of CSM will likely give you hope that it is possible to create a change in complete confidence that everything will not fall down around your ears!

Calendar    

In our opinion, the change calendar is one of the most advanced calendars within this Change, Configuration and Release Management review.

There are unlimited maintenance and blackout windows that can be set, and the Collision Detection tool is able to intelligently suggest adjustments to proposed changes, such as escalation to Emergency change if it detects that the date is not within the maintenance window, or date change if the change falls during a blackout window.

The change calendar view is customisable by person, group or role (by admin) and contains a number of filters and sorting capabilities for even the most saturated of change environments.  If however you decide to use a calendar function external to Cherwell Service Management, (although we have no idea why you would want to) items in the calendar can be exported in iCal or vCal format and can be automated using one-step automation actions.

Functionality that ITSM Review especially likes is the ability to create a change from within the calendar and also “drag and drop” changes to another date.

What never ceases to amaze us is the amount of change processes that make life so complicated for change manager’s/coordinator’s etc., which means that they spend more time requesting changes than actually doing them.  Although Cherwell can do nothing about your specific process implemented within your organization, it has at least made it such that CSM is no longer a further hindrance.

One size does not fit all with ITSM tools, and being able to do the same things several ways suggests to me that Cherwell is more about fitting the tool around the people and process than vice versa.

Approvals

As mentioned with Tasks, Approvers can either be individuals, teams or expression-based, and time limits can be set with approvals being able to be sent via e-mail or by logging into the tool (including on mobile devices).

The approval matrix can be set to a straight Yes/No response or a percentage response option giving approvers the ability to accept, decline or abstain the request.

Depending on your personal set up, approvals can go to backup approvers or auto decline etc. In the event that there is no response by the end of the time specified.  Using workflow in CSM approvals provides infinite possibilities with even the most complicated approval process feasible.

All requested approvals are stored in the database and can be viewed via a report on the dashboard.

In Summary

Unless you are an organisation with advanced or complex release management requirements, we highly recommend that you consider Cherwell Service Management as your tool of choice.

In Their Own Words:

Cherwell Software is one of the fastest growing IT service management software providers. It began with simple goals: to make service desk software it would want to use and to do business honestly, putting customers first. Cherwell Software is passionate about customer care and is dedicated to creating “innovative technology built upon yesterday values.”

The company has  corporate headquarters in Colorado Springs, CO, U.S.A. and EMEA headquarters in Swindon,  U.K. A global team of dedicated employees and expert partners who appreciate the technology – but love customers – serve in North America, South America, Asia and Australia. Cherwell Software  received the 2013 SDI Best Vendor for Customer Service  award.

Cherwell’s flagship product, Cherwell Service Management®, delivers an innovative, award-winning and holistic approach to service management, allowing IT and support departments to align with organisation strategy and to deliver maximum IT business value.  Cherwell Service Management is the affordable, easy-to-use, ITSM suite with maximum portability. With Cherwell ChoiceTM concurrent licensing and flexible hosting model, you can choose what works best for your business — SaaS or purchase, and hosted on-premises, hosted by Cherwell or hosted by a third party.

Screenshots

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

Review: Axios for Change, Configuration and Release

PrintAxios

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.
Strengths
  • 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
Weaknesses
  • 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.

General

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.

Change

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.

Configuration

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.

Calendar    

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.

Approvals

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).

Screenshots

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

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

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.

Review: Axios assyst

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here.

Executive Summary

Elevator Pitch A tidy interface, driven by product hierarchies, and backed up with a potentially powerful CMDB.Work put in to configure the Info Zone, Guidance and FAQs can make the job of the Service Desk, Analysts, and even the end user interaction easier.
Strengths
  • Crisp and clean interface with not much clutter
  • From a self-service point of view, a nice touch in walking end users through investigation before logging a ticket
  • For those logging directly with the service desk pulls in pre-populated forms and guidance to make that role easier/more efficient.
Weaknesses
  • Very much rooted in the technical – with the product hierarchy very comprehensive.  Would be nice to see perhaps an incorporation of more business language – which can be achieved with further configuration.
  • The ability to record an analysts time against a charge code also seems to drive a specific cost as well – whilst this could just be a notional cost, some form of correlation between the two, removing the need for the analysts to know financials as well as resolving an incident, might be more beneficial – this can be achieved with further configuration,
  • There are some elements of earlier ITIL iterations in the tool, as nothing is taken out which could be cumbersome to customise out. – This can be achieved with further configuration.
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 V10.2
Date of version release December 2012
Year founded 1998
Customers 1000+
Pricing Structure The assyst solution supports both dedicated (named) and concurrent models to allow flexibility with all core functions covered under a single licence.
Competitive Differentiators
  • Our market leading Service catalogue – ranked number one in ITSM by Gartner in their recent Service catalogue Critical Capabilities report – ensures business deliver an outstanding customer experience
  • We focus on the business user with service catalogue, self-service, web and mobile
  • Highly Configurable Solution – flexible interfacing with third party tools, fully supported integrations
Additional Features assyst represents a functionally complete, fully integrated solution, that offers considerably lower lifetime TCO and therefore considerably faster ROI than the complex, technically challenging and costly solutions offered by other vendors.assyst comes truly out-of-the-box, with all service support processes delivered pre-integrated. This includes its own CMDB (also pre-integrated), which can federate from multiple external systems (Discovery tools, ADM tools, Asset and Inventory systems, Directory Systems, etc.)The assyst CMDB comes pre-integrated and sits at the heart of assyst, providing a single-source-of-truth for all configuration, relationship and asset management data required to support the Service Desk and ITIL processes.

As data is captured and shared between all the ITIL processes this allows assyst to streamline IT Service Management without the efforts usually associated with the integration of disparate modules for Incident Management, Problem, Change, etc.assyst offers powerful data and Process interaction, supported by a fully  integrated CMDB. All of the ITIL processes are fully Integrated within assyst.

Independent Review

This tool comes with everything you would expect from a well-established player in the ITSM industry, and has moved on a lot from its earlier versions to bring it bang up to date.

The interface is not cluttered, and focuses very much on driving efficiencies through the lifecycle of Incidents and Problems by providing mechanisms to automate as much as possible.

Pre-populating forms, scripted guidance for the service desk, and as much automation around the assignment to support groups for both incidents and problems is driven by a CMDB with is at the core of the product.

At a time, when customer experience is fast becoming the trend-de-jour, assyst can at least offer nice touches, for example FAQs that walk an end user through investigating their own issue before resorting to raising a ticket.

Interestingly, though, assyst’s foray into more social interaction with a Chat feature seems to be more popular among support staff, but not as attractive a feature for end users, based on their customer feedback.

It is not surprising why they market primarily to large/very large customer bases, but they might want to keep an eye out on the need to talk the business language too, as its next stage of evolution.

Logging & Categorisation

As well as the ability to directly log calls via a service desk and the end user self-service portal, assyst can offer automated logging from event management integration.

Because their CMDB is at the heart of the product, it can auto-populate many user information fields to speed up the process, of course dependent on the depth of information collated.

Also, as an up-front feature assyst provides the service desk with Model Incident templates to use for repetitive incidents (for example Password Resets).

The record displays a number of actions for the service desk to just log, or to log and assign the ticket, depending on the level of first-time-fix information that can be made available to them as part of an InfoZone and Guidance section on their home page.

Out of the box, the categorisation is firmly rooted in product and infrastructure related types and values.

Tracking and Escalations

assyst’s Event Monitor function, and an “InfoZone” area of the home page can dynamically display a number of on-going records related to the data being entered.

The Event Monitor can display time values relating to the record through its lifecycle, and can also relate that information to any SLAs associated with it, so that there is an on-going view of potential breach conditions.

As well as maintaining a complete audit trail of any updates carried out on the record, the number of assignments (or hops) can also be recorded.  Usefully, a value can be set after which point a senior person can be alerted to give the record more focussed attention.

Prioritisation

Tied in to the categorisation hierarchy, records are driven by business rules set up using their Event Builder capability, building the rules into their CMDB.

This can reduce logging times, whereby rules can link a configuration item to an SLA, the impact and urgency, its class, specific products, sites, buildings, business units or even a specific user.

Actions can then be displayed to the service desk by means of scripted procedures – all in the aim of making their job easier and more efficient.

Tying these down closely to the product hierarchy and the CMDB means that more can be automated up front.

Closure

When an incident or a problem has been resolved, it can be set to closed or pending concurrence (based on the permissions).

If set to pending, then typically the ownership transfers back to the service desk to gain that concurrence and close or, if required, re-open the record and continue with the assignment process as before.

Major Incident/Problems

All incoming incidents relating to the major incident can then be linked and (once resolved) closed in one action.

A problem record, and automated notifications to the relevant support groups can also be kicked off through the appropriate workflow, to ensure the right teams are working on identifying the root cause.

With respect to major problem records, assyst use updates to these more time-crucial events to help drive continual improvement, updating the quality of information they can provide the front line when logging similar events in the future.

As part of the record, there is a capability to record time and cost incurred in its resolution.

This is useful for charge back, but if an organisation chooses to use it, the specialist will need to know what the related cost is (although this could just be a notional value).

Conclusion

As you would expect from an established vendor, the capability of moving through Incident and Problem management has everything it needs to tick the process boxes.

But there are some interesting things around the periphery:

The use of the InfoZone with links to any knowledge base articles or even external links, or Guidance scripts to help drive first-time-fixes all look to improve efficiency.

The real potential lies behind the incorporation of their CMDB, and it is flexible enough to start slowly and build more and more, to be able to pull in the most pertinent information into a record.

assyst is very firmly rooted in driving the records through the technical route, with the hierarchical product structure at its heart.

Perhaps to get the best out of the product, a lot of strategic thought has to go around harnessing the power of that CMDB to help drive the other functions.

AssystService Management Customers

Screenshots

Click on the thumbnails to enlarge.

From the Axios Brochure

  • 12 PinkVERIFY™ ITIl V3 processes
  • Robust enterprise-class ITSM technology with the simplicity of SaaS to deliver rapid business value
  • Designed for easy deployment and flexibility to support changing business needs
  • Helps customers manage services, assets and customer support in a fast-paced business environment.

Further Information

In Their Own Words:

Axios’s enterprise ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centres 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.

assyst is one of the most functionally mature ITSM software solutions on the market, with a proven track record spanning over 25 years for delivering measurable results in large organizations across the globe.

Available for SaaS and on-premise, assyst brings to market the latest in real-time dashboard technology, social IT management, mobility, reporting, resourcing and forecasting – offering a series of solutions and templates that enable an immediate return in the form of customer satisfaction and cost reduction.

assyst also provides integrated functionality to support IT Asset Management (ITAM), governance and standardisation within a single, rapidly deployable, application.

As an out-of-the-box solution, assyst delivers value faster than any other enterprise-class ITSM software available today.

In addition to recognition from leading organizations, including Gartner, Ovum and Forrester Research, who noted Axios has “robust, scalable offerings that could meet the majority of service management needs for the largest and most complex organizations,”[1] we have, likewise, been honored by the Service Desk Institute, PINK and HDI.

Group Test Index

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here.

Coming Soon: Axios, Biomni, Matrix42 & ServiceNow Showcase Service Catalogue

Peloton
Axios, Biomni, Matrix42 and ServiceNow - who leads the pack in Service Catalogue?

Axios, Biomni, Matrix42 and ServiceNow are confirmed participants for our upcoming ‘Service Catalogue’ review.

Our assessment criteria at a glance:

  1. Service Design – the ability to create a database of service records, containing a number of business and technical attributes, processes and workflows.
  2. Service Structure – the ability to organise and structure these services into a hierarchy of services and service offerings, ideally useable in a graphical format
  3. User Request Portal – a user-friendly/external facing portal that provides users with an intuitive User Interface to request services
  4. Request Fulfilment – request management workflow functionality that can be easily used and configured by system users
  5. SLA and event management – the ability (in the software or by integration) to define universal and bespoke levels of SLA which are then automated and escalated though an event management process – ideally linking with Incident, Problem and Change Management functionality
  6. Demand Management – the ability to provide real time allocation and monitoring of Service consumption, with financial calculations
  7. Dashboard – real-time user-friendly graphical monitoring and analysis of usage, trends and metrics across services and to various stakeholders
  8. Service Reporting – the ability to present output that summarises individual and bundled service performance, consumption, SLA and event performance, in user-friendly, portable and graphical format

Full details of the assessment criteria can be found here.

Reviewer: Barclay Rae

Confirmed Participants:

Publication

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