15 Ratings
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Score 9.1 out of 101
6 Ratings
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Score 6.1 out of 101

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.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
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
9.7
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
7.8
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
9.1
Axios Assyst
9.0
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
Axios Assyst
10.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Axios Assyst
8.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Axios Assyst
9.0

Change management

Agiloft Flexible Service Desk Suite
9.9
Axios Assyst
8.7
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
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

Agiloft Flexible Service Desk Suite

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo

Axios Assyst

  • It was a low cost solution
  • The service catalog is an ITIL compatible format
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • The look and feel is behind the latest offerings from competitors which can make getting users to switch to Agiloft difficult. In particular, there are limitations on formatting, placement, and type of custom elements on pages, or even custom pages themselves that contain unstructured content (essentially a custom dashboard.) These limitations have in practice not yet kept us from getting what we wanted done with the product.
  • The flexibility of the product begs for more nearly-complete custom applications (customizations) that can be instantly deployed and then tweaked to meet our needs. Creating one is easy enough, but this would speed the process even more.
  • I wish there was more financial functionality. Everything we do ties to the money, and being able to manage the money from the same app (AR/billing is the most important to us) would help a great deal.
Eric Novikoff profile photo

Axios Assyst

  • 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.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

Axios Assyst

Axios Assyst 10.0
Based on 1 answer
At this point, we are stuck with it. We can't afford a change at this point.
No photo available

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

Axios Assyst

No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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

Axios Assyst

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo

Axios Assyst

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.
No photo available

Return on Investment

Agiloft Flexible Service Desk Suite

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson profile photo

Axios Assyst

  • 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

Add comparison