What users are saying about

BMC Remedy

Top Rated
128 Ratings

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

BMC Remedy

Top Rated
128 Ratings
Score 7.7 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 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.
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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
7.8
Service restoration
Agiloft Flexible Service Desk Suite
10.0
BMC Remedy
8.2
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
6.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
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
7.9
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
BMC Remedy
8.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
BMC Remedy
7.5
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

  • 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
  • Management of change requests including approvals, scheduling and completing the related tasks
  • Ability for users to approve items via email and mobile devices
  • Allow users to view data/reports easily
No photo available

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
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff profile photo
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
Always room for improvements but its the best knowledge base and ticketing system I have used.
Travis Sirmon 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 find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
BMC ITSM is the most mature and proven IT service management tool available. Recent advances in the product's architecture and features make it a clear choice for a rapidly changing IT and business environment. The support and relationship resources that BMC provides give confidence that the Remedy product will continue to be the leader in the IT service management space. A lot of products can provide for process standardization but few of them can do that like Remedy and also offer the flexibility to customize and integrate with existing tools.
Mark Arbuthnot profile photo

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
  • BMC ITSM has allowed us to focus on improving our incident resolution process and reduce our incident backlog significantly.
  • The Change Management application makes it possible for our business users to actively manage business related changes while providing the deep auditing capability we need.
Mark Arbuthnot 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