Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Process Director

4 Ratings
Score 9.2 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers)
Lanetta Ashley profile photo

Process Director

It simply works great for our applications and requirements!
Greg Scherer profile photo

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Reporting & Analytics

Agiloft Flexible Service Desk Suite
Process Director
8.7
Dashboards
Agiloft Flexible Service Desk Suite
Process Director
8.2
Standard reports
Agiloft Flexible Service Desk Suite
Process Director
9.0
Custom reports
Agiloft Flexible Service Desk Suite
Process Director
8.9

Process Engine

Agiloft Flexible Service Desk Suite
Process Director
8.7
Process designer
Agiloft Flexible Service Desk Suite
Process Director
9.2
Process simulation
Agiloft Flexible Service Desk Suite
Process Director
8.8
Business rules engine
Agiloft Flexible Service Desk Suite
Process Director
8.0
SOA support
Agiloft Flexible Service Desk Suite
Process Director
9.1
Process player
Agiloft Flexible Service Desk Suite
Process Director
8.9
Support for modeling languages
Agiloft Flexible Service Desk Suite
Process Director
8.8
Form builder
Agiloft Flexible Service Desk Suite
Process Director
8.2
Model execution
Agiloft Flexible Service Desk Suite
Process Director
8.4

Collaboration

Agiloft Flexible Service Desk Suite
Process Director
8.6
Social collaboration tools
Agiloft Flexible Service Desk Suite
Process Director
8.6

Content Management Capabilties

Agiloft Flexible Service Desk Suite
Process Director
7.6
Content management
Agiloft Flexible Service Desk Suite
Process Director
7.6

Pros

  • Automated Workflow that facilitates constant communication keeping all parties on the same page
  • Unparalleled versatility allowing new modules to be easily activated as the company grows and expands
  • Intuitive GUI that makes training new employees quick and easy
Steve Theroux profile photo
  • Develop forms using Microsoft Word and Process Director plug-ins - start small then use predefined Custom Tasks, Knowledge Views, and samples to create extremely impressive results.
  • Integration with Microsoft Active Directory, SQL Server databases and tables, Excel, etc. - Incredibly powerful! We've taken eforms to a new level by integrating SQL queries into controls and custom tasks and embedding the results into developed forms.
  • Some of the forms can get pretty complicated with controls and custom tasks. If we can't find the answer to desired activities we'd like to incorporate, BP Logix support is just a phone call or email away. Their support is awesome and very responsive.
Greg Scherer profile photo

Cons

  • The wide range of the Agiloft software functionality can make it seem overwhelming to customize.
  • Currently, they offer a week-long, in-depth training class that would be more helpful to me if it was offered online as it is difficult to commit to being out of town for a week to attend the training.
Steve Theroux profile photo
  • Sometimes the documentation is hard to follow to incorporate new features and functionality into workflows and forms. Some of these options can get very complex. As such, BP Logix support personnel in good to work with and helps you learn so you don't have to call again.
Greg Scherer profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
As we grow, we are able to activate additional modules for new functionality with little training time, adding to our existing knowledgebase and increasing our efficiency.
Steve Theroux 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

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
We initially went through an RFP process with desired and required outcomes and performance marks we were looking to achieve. At the time of evaluation, Process Director was really the only product we considered.
Greg Scherer profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Increased employee efficiency
  • Better Transparency
  • Faster Turnaround times
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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

Process Director

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
For pricing, please contact sales-info@bplogix.com