What users are saying about
Top Rated
128 Ratings
15 Ratings
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Score 8.8 out of 101
Top Rated
128 Ratings
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Score 7.7 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

BMC Remedy

BMC works for change management functions but what we found was that the application was extremely limited once you make customizations/changes. Standard updates/patches become difficult to execute and then the software gets out of sync with the current version. The ITSM functions were limited and we found other products were far superior in this area.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
BMC Remedy
7.2
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
7.9
Service restoration
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
8.3
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
BMC Remedy
6.7
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
6.6
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
BMC Remedy
6.7
Expert directory
Agiloft Flexible Service Desk Suite
BMC Remedy
7.7
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
BMC Remedy
7.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
BMC Remedy
7.8
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
BMC Remedy
8.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
BMC Remedy
7.4
Asset management dashboard
Agiloft Flexible Service Desk Suite
BMC Remedy
8.1

Change management

Agiloft Flexible Service Desk Suite
9.8
BMC Remedy
7.5
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
BMC Remedy
7.4
Service-level management
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
7.4
Change calendar
Agiloft Flexible Service Desk Suite
BMC Remedy
7.8

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • I like the auto update, the information in the ticket when we respond to the email looks and feels really good. And there are many different sections like, Incident details, Client details, Status details, Assignment details, date details and so on, which you can go to directly instead of searching within the whole page.
  • It is easy to implement our business requirements In BMC Remedy.
  • On the integration side, the implementation of the REST api has simplified integration to other systems like Salesforce CRM and Apttus CPQ...
Mallesh Kanakam profile photo

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • Service request creation needs some work. Some areas of service request creation like dealing with complex approvals need to be done better in future versions. Also, dealing with formatting of the service request screen needs to be improved.
  • I found that reporting is a little lacking. For example, we have people requesting reports based on the audit log and we seem to be unable to do it as we did in a previous version of Remedy
  • We also found that it is not easy to correct things once mistakes have been made. For example, if somebody happens to close an incorrect task there is no easy way to just go and open up the closed task.
Dave Campbell profile photo

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
BMC Remedy7.8
Based on 4 answers
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
Shayne Froelich profile photo

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
BMC Remedy6.5
Based on 3 answers
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
Lee Cullom profile photo

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 Remedy7.3
Based on 4 answers
Received great service whenever it was needed.
Travis Sirmon profile photo

Implementation

No score
No answers yet
No answers on this topic
BMC Remedy6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon profile photo

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
BMC Remedy is a more mature product with more complex and business savvy features built into the platform. BMC has been an outstanding business partner and has taken the time to understand our business. They are a trusted IT partner. ServiceNow has the advantage of being a PaaS which relieves the cost and complexity of upgrading.
No photo available

Scalability

No score
No answers yet
No answers on this topic
BMC Remedy8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon profile photo

Return on Investment

  • 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
  • Positive feedback from the collaboration it generates
  • Negative feedback regarding difficulty of customizations
  • ROI has been positive do to the lack of unnecessary data entry other systems have caused us to do.
No photo available

Screenshots

BMC Remedy

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 Remedy

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