What users are saying about
15 Ratings
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Score 8.8 out of 101
5 Ratings
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Score 9.8 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Would fit most any environment. Having worked in top 50 companies, startup, state agency, and higher education environments I can see how AgiLoft would be a great fit for any organization.
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AutoMate

  • A medium to large sized company where there are a lot of similar tasks (FTP, purging, etc.) that have to be done on a regular as needed basis.
  • Also good where you don't have a dedicated programmer or they are too busy to dedicate time to these types of jobs. Creating the tasks is almost an object-oriented scenario. i.e.: drag what you need to where you need it.
David Croney profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
AutoMate
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
AutoMate
Service restoration
Agiloft Flexible Service Desk Suite
10.0
AutoMate
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
AutoMate
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
AutoMate
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
AutoMate

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
AutoMate
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
AutoMate
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
AutoMate

Change management

Agiloft Flexible Service Desk Suite
9.8
AutoMate
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
AutoMate
Service-level management
Agiloft Flexible Service Desk Suite
10.0
AutoMate

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
No photo available
  • FTP jobs. Flexible scheduling and file watching options (send a file when added to a folder). Also flexible file naming capabilities - when a vendor wants a file with a different format (or vice-versa) Also the new encryption steps are handy.
  • File watching capabilities - If you have files that have to be somewhere by a certain time this is very handy. You can pair this with Automate's email capability (easy to use).
  • File Copying - If you have a lot of files that have to be sent on a schedule this is the way to go. You can also filter by date so only recent files are copied.
  • File Purging - like copying you can use date filters to purge old files - no more clogged folders!
  • Conditional statement functionality - If/Then, Loops, etc. Easy to use and makes the tasks MUCH more useful.
David Croney profile photo

Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
No photo available
  • A reporting capability on tasks: enabled, disabled, by folder, by trigger, etc. Currently there is none.
  • An "OR" in their conditional statements - currently there is only "AND".
  • Some kind of temporary backup when changing a task - separate from the current back up/restore functionality (which works well).
David Croney profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
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No answers yet
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Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
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Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • Positive: Reliability on FTP jobs - really important on bank files.
  • Negative - annual support a little pricey - but not unusual for this level of software.
  • Positive: Does not require a dedicated administrator, especially after the jobs are created and tested. I perform other job duties and this rarely interferes with them.
  • Positive - Since it is easy to learn and use it makes it easy to have a back up administrator
David Croney profile photo

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

AutoMate

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details