What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

AutoMate

5 Ratings
Score 9.7 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers)
Lanetta Ashley profile photo

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
8.3
AutoMate

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
AutoMate
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
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

Reporting & Analytics

Agiloft Flexible Service Desk Suite
AutoMate
7.0
Standard reports
Agiloft Flexible Service Desk Suite
AutoMate
7.0

Process Engine

Agiloft Flexible Service Desk Suite
AutoMate
9.0
Process designer
Agiloft Flexible Service Desk Suite
AutoMate
9.0
Process simulation
Agiloft Flexible Service Desk Suite
AutoMate
9.0
Model execution
Agiloft Flexible Service Desk Suite
AutoMate
9.0

Content Management Capabilties

Agiloft Flexible Service Desk Suite
AutoMate
9.0
Content management
Agiloft Flexible Service Desk Suite
AutoMate
9.0

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

  • They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
  • I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.
Michael Canino profile photo
  • 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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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

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Farjad Habib profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto 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