What users are saying about
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 9 out of 101
134 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Add comparison

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 Remedy

The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management. I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.I have personally used it at 2 different large scale IT departments operating in the higher education sector.
Timothy Sawah profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
BMC Remedy
7.7
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
8.1
Service restoration
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
7.9
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
BMC Remedy
6.9
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
7.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.9
BMC Remedy
7.6
Expert directory
Agiloft Flexible Service Desk Suite
BMC Remedy
8.4
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
BMC Remedy
7.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
BMC Remedy
7.9
Configuration mangement
Agiloft Flexible Service Desk Suite
8.6
BMC Remedy
8.4
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
BMC Remedy
7.4
Asset management dashboard
Agiloft Flexible Service Desk Suite
BMC Remedy
7.9

Change management

Agiloft Flexible Service Desk Suite
9.8
BMC Remedy
7.8
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
BMC Remedy
7.6
Service-level management
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
7.6
Change calendar
Agiloft Flexible Service Desk Suite
BMC Remedy
8.3

Pros

  • 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
  • It helps in reduce ticket volume and faster resolution of tickets with a lot of integration
  • It helps create proper hierarchies and helps categorize the tickets properly
  • It helps take advantage of all of our existing best practice reports, KPIs, and other artifacts
Ankit Parikh 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 have found it to be a little slower in performance with some minor glitches sometimes
  • Configurations can be complicated and to use it to the max, very good knowledge of tool integration is needed
  • Support can be better at times (but has been good mostly)
Ankit Parikh 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 Remedy9.0
Based on 5 answers
Northcraft Analytics has no choice. We build solutions for the top 5 ITSM solutions in market share. That's ServiceNow, BMC Remedy ITSM, HP Service Manager, etc...
Lee Cullom 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
BMC has transitioned their support model many times. From off-shore to hybrid off-shore... to now which is channel/hybrid off-shore. If you want high-quality support for BMC Remedy products, you must go through a partner, preferably Rapid Technologies.
Lee Cullom 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
Although Spiceworks appeared to be easier to set up and use, we felt that BMC Remedy was more robust. We noticed that the user base for BMC Remedy was huge. Although this should never be the single deciding factor, it was definitely a big plus. The ability to have cloud-based storage was also a valuable addition.
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

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • The time required to implement the on-premise solution is too high and reduces ROI.
  • Once you implemented the system, if you have the knowledge internally in your company, you can expand to other internal needs using the AR System as workflow engine to develop custom applications.
  • You are assigned floating license that let the organization share license pools, thus reducing cost.
Antonio Acosta profile photo

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