Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Axios Assyst

5 Ratings
Score 6.2 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
Eric Novikoff profile photo

Axios Assyst

I would suggest that in this product class, you get what you pay for. Although it is was sold as SAAS with a nearly 'plug and play' implementation, at least one full time highly trained admin is needed for ongoing support. I would advise a team implementation strategy.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Axios Assyst
8.9
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Axios Assyst
10.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Axios Assyst
9.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Axios Assyst
9.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Axios Assyst
9.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Axios Assyst
7.0
Expert directory
Agiloft Flexible Service Desk Suite
Axios Assyst
9.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Axios Assyst
9.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Axios Assyst
9.0
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Axios Assyst
10.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Axios Assyst
8.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Axios Assyst
9.0

Change management

Agiloft Flexible Service Desk Suite
9.8
Axios Assyst
8.7
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Axios Assyst
10.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Axios Assyst
9.0
Change calendar
Agiloft Flexible Service Desk Suite
Axios Assyst
7.0

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • It was a low cost solution
  • The service catalog is an ITIL compatible format
No photo available

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • Service requests, incident, problem, and change management
  • Knowledge mgmt is not-existent - the product uses a WIKI for it's own knowledge base.
  • Axios help desk does is not knowledgable and does not follow up on reported incidents
  • Training is incomplete - no real resources available except billable by the hour.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
No photo available
Axios Assyst10.0
Based on 1 answer
At this point, we are stuck with it. We can't afford a change at this point.
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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

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
We thought SDE was bad, we were looking for an alternative. Assyst is worse. We thought ServiceNow was too expensive. We were wrong. RightAnswers is a reaaly good tool but only for KM.
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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
  • Increased handle time per incident by Help Desk
  • Difficulty for other IT teams with creating and following up on incidents or requests
  • The people responsible for the purchase decision and implementation are no longer with the company.
No photo available

Screenshots

Axios Assyst

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

Axios Assyst

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details