15 Ratings
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Score 8.8 out of 101
Top Rated
43 Ratings
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Score 6 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

BMC FootPrints Service Core

Very well suited for small and emerging IT departments that need to provide basic Incident/Request Management, Change Management, and a basic customer portal. It is also a good tool for organizations who do not have well defined ITIL/ITSM Processes.
Kelson O'Neil profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
BMC FootPrints Service Core
2.9
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
2.6
Service restoration
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
BMC FootPrints Service Core
3.2
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
3.8
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
BMC FootPrints Service Core
2.9
Expert directory
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
1.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
4.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
BMC FootPrints Service Core
3.3
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
BMC FootPrints Service Core
2.9
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
BMC FootPrints Service Core
5.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
2.0

Change management

Agiloft Flexible Service Desk Suite
9.8
BMC FootPrints Service Core
5.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
BMC FootPrints Service Core
5.5
Service-level management
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
4.2
Change calendar
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
5.5

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • One system that allows configuration for different requirements.
  • Contains basic canned reports for a variety of time frames.
  • Email notifications.
No photo available

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
  • Can't think of any right now.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo
BMC FootPrints Service Core8.6
Based on 9 answers
Footprints meets our current needs. Alternatives are always being considered and will receive closer review.
No photo available

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
BMC FootPrints Service Core9.0
Based on 1 answer
The only time that I am unable to get resolution is for issues that are unsupported, like when we are looking for email headers or HTML support in incoming mail
Todd Arntson profile photo

Alternatives Considered

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
We have evaluated multiple including HEAT and ServiceNow. Their older versions gave us more to play with and able to use more, but since going to version 11, it has been very unfavorable. We have had to adapt and work with what was provided. We have understood that ServiceNow has surpassed them.
No photo available

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
  • When properly implemented, "BMC Footprints" can lead to "employee efficiency and better customer service"
  • It is a large and overwhelming tool, if the users are not trained properly and use it throughout their daily tasks.
  • Help Desk module is definitely well built and easy to work with
Kyriakos Kalaitzidis profile photo

Screenshots

BMC FootPrints Service Core

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

BMC FootPrints Service Core

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