15 Ratings
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Score 8.8 out of 101
Top Rated
37 Ratings
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Score 6.9 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We use the tool for a variety of different business processes, and we have not come across a scenario where the tool just would not work for us. Therefore, I cannot comment on where it would be less appropriate.
Michael Canino profile photo

CA Service Desk Manager

It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
CA Service Desk Manager
8.6
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
CA Service Desk Manager
9.7
Service restoration
Agiloft Flexible Service Desk Suite
10.0
CA Service Desk Manager
8.3
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
CA Service Desk Manager
8.7
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
CA Service Desk Manager
8.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
CA Service Desk Manager
7.5
Expert directory
Agiloft Flexible Service Desk Suite
CA Service Desk Manager
8.7
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
CA Service Desk Manager
9.7

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
CA Service Desk Manager
9.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
CA Service Desk Manager
9.7
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
CA Service Desk Manager
8.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
CA Service Desk Manager
10.0

Change management

Agiloft Flexible Service Desk Suite
9.8
CA Service Desk Manager
9.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
CA Service Desk Manager
9.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
CA Service Desk Manager
9.5
Change calendar
Agiloft Flexible Service Desk Suite
CA Service Desk Manager
8.5

Pros

  • Ability to build an entire CRM tool from scratch without any previous programming experience. This also enables you to make changes or add new features to your tool quickly and cheaply.
  • Agiloft CRM additionally excels at having the ability to automate tasks, such automatic templated emails, to updating specific records based upon conditions. The automation has freed up my team from mundane tasks.
  • Agiloft CRM also has great built in reporting capabilities the enable you to quickly design customized reports for your staff. Reports can be scheduled to run at any frequency you choose, which is great for management style monthly or weekly report updates. I simply schedule the reports, and they are in management's inbox when they arrive in the morning.
  • Agiloft's customer support so far has been very good, and I typically get responses back the same day I send in the ticket.
Michael Canino profile photo
  • Agility is the biggest strength of CA Service Desk Manager as it can be easily customized based on the process.
  • CA Process Automation along with CA service desk manger can be a lethal combination for automation of any process across the Board.
  • Easy to upgrade and Installation is very useful along with good documentation and support.
Farooq Hussain profile photo

Cons

  • They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
  • I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.
Michael Canino profile photo
  • When you are opening and closing too many tickets back to back, the system lags and save turns into accept which does not save anything, and basically all you have done on this ticket has been lost.
Alyssa Figueroa profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino profile photo
CA Service Desk Manager4.1
Based on 6 answers
Advanced analytics and dashboards can increase management visibility
into IT service management, which helps drive accountability for service
quality, limit risk and align IT investments to business productivity
goals
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
No score
No answers yet
No answers on this topic

Alternatives Considered

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
CA is easier and faster to implement than Service Now, BMC Remedy/ITSM etc. It is more costly than off the shelf solutions, however much more worth it for large enterprises.
No photo available

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
  • enabling a single point of entry (SPOE) for all back office support functions to interface was extremely valuable in streamlining processes
  • the dynamic routing capabilities reduced loss time in manual ticket triage for routing purposes.
Curt Melancon, CBAP, ITIL, CSSGB profile photo

Screenshots

CA Service Desk Manager

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

CA Service Desk Manager

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