End-to-end ITSM solution supporting ITIL processes, automation, self-service, and rapid deployment with templates for finance and brokerage regulatory requirements.
More about Axios Systems (an IFS company)
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
Assyst's documentation and website highlight a robust self-service portal enabling end-users to create and manage their service requests via a web interface. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Knowledge base integration is mentioned as part of self-service and ticket deflection capabilities on the assyst product overview. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
Automated request categorization and prioritization via AI/machine learning is cited among assyst’s ticket management automation features. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automated workflow and request routing to teams and individuals is showcased as standard in assyst’s platform. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Customizable request forms for service catalog and process automation are featured prominently in marketing material. | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Assyst supports multichannel request submissions (web, email, phone, etc.) as part of omni-channel service desk. | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
Status tracking for requests is built in, visible to end-users and IT through dashboards and portals. | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA monitoring and enforcement, including tracking, is a central feature in assyst, with graphical and automated escalation. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
Approval workflows are configurable and automated for different service requests, as per assyst’s documentation. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Complete audit trail and historical record of requests are provided to ensure compliance and traceability. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Mobile accessibility is promoted through the assyst app for iOS and Android and mobile-responsive portals. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Feedback collection workflow for closed requests is available, supporting continual service improvement. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk request management, including import, update, and mass actions, is mentioned in technical specs. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
Assyst has native asset management integration, linking service requests to IT assets. |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Automated incident detection and logging from monitoring system alerts are supported. | |
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Incident Logging Central archive for recording details of each incident. |
Incident logging is core ITSM functionality and highlighted as part of the service desk. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Assyst automates incident categorization and prioritization with configurable rules. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
Impact assessment fields and workflows are standard for incident and change records in assyst. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
Escalation workflows for incidents and requests, tied to SLA breach rules, are supported. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Comprehensive stakeholder notification and communication tools are built into incident and change processes. | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Special handling, workflows, and dashboards for major incidents are referenced in solution guides. | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Root cause analysis and recording are available for post-incident reviews. | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Incident templates for recurring incident types are mentioned in the process builder. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
Integration with on-call scheduling is available to direct tickets/incidents efficiently. | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Completion verification and automated closure on qualification are documented as available workflows. | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Detailed analytics and customizable reporting for incidents and SLAs are a key selling point. |
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Problem Logging Provides a mechanism to record and track identified problems. |
Problem logging and problem management (including ITIL-compliant modules) are part of the platform. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Known error database and workaround repository available in problem management. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Problem analysis tools including 5 Whys and root cause entries are part of the ITIL module. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Incident-problem linkage functionality is standard in the issue management design. | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Prioritization fields for problems using impact and urgency are available out of the box. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Permanent solution fields and status tracking are part of problem lifecycle management. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Formal review workflows with checks prior to problem closure are available. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Problem trend analysis and reporting tools provided with analytics. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Detailed and customizable reporting for open, closed, recurring problems is mentioned. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration via notes, attachments, and discussions on tickets and problems is supported. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Workflow automation for problem management to move between states and trigger notifications. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Audit trails maintained for all problem tickets and changes. |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Change request logging is available, supporting end-to-end change management. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Configurable change workflows for approvals, review, implementation, and testing. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Impact and risk analysis on changes is a required field and workflow in assyst. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar and scheduling visualization tools are integrated. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
CAB management (agenda, voting, records) available for change approval. | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated notifications for change status, scheduling, and approval are configurable. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Backout plans and rollback documentation are provided in the change workflow. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
System warns on scheduling conflicts and detects change collisions. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Change documentation including test results are managed as part of the record. | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Change implementation tracking, including deployment status, is standard. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Structured post-implementation review of changes is supported. | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
Change auditing is enabled for compliance with regulations. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Asset inventory management is provided as a core module. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Auto-discovery of IT assets is available, supporting dynamic updates. | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
CMDB with dependency and relationship mapping is included. | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Full asset lifecycle monitoring, including procurement, operation, and retirement, is supported. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Visual relationship mapping among assets and services is part of CMDB. | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Change impact analysis tools allow assessment based on asset and service relationships. | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
Software license management, including tracking usage and renewals, is a module in assyst. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Physical and digital asset tagging capabilities are described in documentation. | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Integration with procurement and purchasing systems is standard for asset management. | |
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Asset Valuation Captures and updates current asset value over time. |
Asset valuation fields are configurable to monitor asset value over time. | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Comprehensive audit trails for asset changes and movement are built in for compliance. | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk asset import/export via CSV or systems integration is available. |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
assyst allows construction and enforcement of SLAs, with escalation and penalty tracking. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
SLA timer functions are visible within assyst’s ticketing interface. | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Automatic notification of pending or breached SLAs is explicitly listed. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Assyst supports multi-tier SLAs by category, user, and service. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
OLA/UC definition and tracking modules for internal and third-party agreements are present. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
Dashboards and reporting tools provide comprehensive SLA reporting and analytics. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
Out-of-hours SLA management is feasible via calendar and support time configurations. | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Reusable customer communication templates are available for updates and notifications. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Real-time SLA monitoring dashboards are presented in the user interface. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
SLA versioning and audit of policy changes are available for compliance-sensitive clients. |
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REST API Support Full-featured, documented REST API for integration with external systems. |
REST API documented and available for integrations with third-party systems. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Pre-built connectors for Active Directory, email, and other systems are highlighted. | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhooks and push notifications integration supported. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Scripting and process automation tools allow customization of workflows. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
Assyst has a marketplace/add-on library for integrations and extensions. | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Data import/export tools using templates and mapping are available for onboarding and integrations. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom fields can be added to tickets, assets, and requests as required. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven logic engine to orchestrate process automations and integrations. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
Supports open authentication including SAML and LDAP for SSO and API security. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
Role-based access control and permission management are a fundamental feature. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor authentication is supported as an additional layer of security. | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single sign-on integration (SAML/ADFS/OAuth) is available. | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
Data encryption at rest is part of assyst’s security compliance approach. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
TLS and other industry-standard encryption in transit are implemented. | |
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Audit Logging Tracks every user action and system change for compliance. |
Audit logging of user and system actions available for compliance management. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Product literature references support for GDPR, SOX, PCI-DSS, and other certifications. | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Regular automatic security patching/updating processes are part of service management. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
Tools are provided for reviewing and certifying user access on a regular basis. | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Data retention and archiving policies are configurable in line with compliance needs. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Assyst supports masking or anonymization of sensitive datasets for testing and non-production use. |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Live dashboards showing system status, workload, and open tickets are available. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom report builder with exportable templates and adjustable filters is a highlighted feature. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Scheduled, automated email or portal reporting is included in reporting suite. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Trend analysis reports for tickets, incidents, and asset data are supported. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPI definition and monitoring dashboards are provided for operational excellence. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Drill-down investigation into dashboard and report summary stats is implemented. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Reports can be exported as CSV, PDF, XLS as per user needs. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Shareable report links and automated email delivery of reports feature in reporting module. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Dashboards include a range of data visualization options such as charts and heatmaps. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built report templates for SLA, workload, and performance available out-of-the-box. |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
User interface is customizable, allowing changes to layout, views, and workflows. | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Public documentation and product sheets mention conformance with WCAG and accessibility standards. | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Multiple languages and localization are supported for global deployments. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
Native mobile apps for iOS and Android are listed in the product features. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
In-app contextual help and tooltips are available to users. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
User onboarding guides, tutorials, and checklists for new users are included. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Personalized dashboards are settable per user in the web UI. | |
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Unified Search Cross-module, full-text search functionality. |
Unified search across all modules and fields is implemented. | |
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Notification Preferences Users can customize their notification settings per medium and event. |
Individual notification preferences by user, channel, and event are configurable. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy for departments/subsidiaries is present and described in solution sheets. | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
Admins have granular control over user roles and permissions. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Bulk user import and provisioning using directory sync or CSV upload is in admin tools. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High availability and clustering for business continuity is stated in platform capabilities. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Built-in data backup and restore capabilities, with documented recovery procedures. | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Assyst is promoted as supporting rapid user and volume growth, i.e., scalable architecture. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 vendor support available, as stated across sales and SLA documentation. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Release and patch management, including zero-downtime deployments, described in admin literature. | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Automated monitoring and alerting for operational and security events included. |
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