What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Azuqua

30 Ratings
Score 8.1 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

Azuqua

Azuqua is great at connecting Apps which do not have great native integrations. This is where they really shine since a developer does not need to create an API app. There is also no deployment overhead such as servers and software.
Travis Abdelhamed profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Azuqua
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Azuqua
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Azuqua
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Azuqua
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Azuqua
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Azuqua

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Azuqua
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Azuqua
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Azuqua

Change management

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

Cloud Data Integration

Agiloft Flexible Service Desk Suite
Azuqua
7.0
Pre-built connectors
Agiloft Flexible Service Desk Suite
Azuqua
7.1
Connector modification
Agiloft Flexible Service Desk Suite
Azuqua
7.1
Support for real-time and batch integration
Agiloft Flexible Service Desk Suite
Azuqua
7.3
Data quality services
Agiloft Flexible Service Desk Suite
Azuqua
6.8
Data security features
Agiloft Flexible Service Desk Suite
Azuqua
7.5
Monitoring console
Agiloft Flexible Service Desk Suite
Azuqua
6.4

Pros

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo
  • Easy creation of workflows interconnecting multiple could platforms and applications.
  • Documentation and videos are very useful for training.
  • The support we get for free for the first implementation with Azuqua.
Guillermo Garate profile photo

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • I wish the FLOs were more self explanatory.
  • I wish it was more clear how many FLOs are needed and when to adjust a FLO vs when to create a new one.
  • I wish the criteria screen within a FLO would allow for easier toggling/testing.
Julie Leonard profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.
Robert Kaplan profile photo
No score
No answers yet
No answers on this topic

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.
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Smartsheet notifications is the main competitor for what we use Azuqua for. When we got Azuqua, there was no competitor and Smartsheet actually recommended it as the solution. Now, we split up the work between the 2 tools and use Smartsheet for the easier notifications and Azuqua for the more complicated ones.
Julie Leonard profile photo

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available
  • Increased employee productivity.
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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

Azuqua

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details
Azuqua’s pricing is built for scale and is based on the number of FLOs (automations or integrations) that are turned on. There isn’t a limit to the number of applications you can connect in a FLO or on the number of executions, so there is always room to grow. For more information on pricing, visit www.azuqua.com/pricing.