15 Ratings
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Score 8.8 out of 101
3 Ratings
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Score 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

ChangeGear Service Desk

1. What kind of service-levels are you looking to establish?2. Are there other programs you are going to be using for other aspects of 'the job?'3. How many employees are going to be needing access to ChangeGear?4. Do you want a highly configurable product or something that will come out of the box pre-set?5. Are you looking to keep track of equipment deployed to the customers you support?
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
ChangeGear Service Desk
6.4
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
ChangeGear Service Desk
6.4
Service restoration
Agiloft Flexible Service Desk Suite
10.0
ChangeGear Service Desk
6.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
ChangeGear Service Desk
5.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ChangeGear Service Desk
6.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
ChangeGear Service Desk
7.9
Expert directory
Agiloft Flexible Service Desk Suite
ChangeGear Service Desk
5.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
ChangeGear Service Desk
7.4

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
ChangeGear Service Desk
7.5
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
ChangeGear Service Desk
7.4
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
ChangeGear Service Desk
8.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
ChangeGear Service Desk
7.0

Change management

Agiloft Flexible Service Desk Suite
9.8
ChangeGear Service Desk
7.3
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
ChangeGear Service Desk
8.5
Service-level management
Agiloft Flexible Service Desk Suite
10.0
ChangeGear Service Desk
6.5
Change calendar
Agiloft Flexible Service Desk Suite
ChangeGear Service Desk
6.9

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • The Configuration Management module is an extremely powerful tool. Used correctly, it allows the technology team to keep tabs on equipment, hardware, software, and even spaces.
  • The amount of detail that you can require as part of the Incident module has been key for our technicians to perform their jobs like a well oiled machine. it includes: customer histories, the different statuses available, requester/customer availability, etc.
  • The grouping/sorting options that are available are essential in organizing our workflow. Our different teams are able to work together and without duplicating efforts thanks to the options available. It allows for a walled-off garden but with easy access.
No photo available

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
No photo available

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
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
ChangeGear Service Desk8.0
Based on 1 answer
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
No photo available

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
As this is my first position in an IT support environment, I have never used or evaluated a different product. Products such as ServiceNow are always mentioned as upgrades but the finances and logisitcal situations for the institution I work at do not allow and//or necessitate the use of such a tool.
No photo available

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
  • For the time I've been working at this job, reports have always been positive for incident resolution rates.
  • We use the Incident Management module for event support related requests. We provide A/V support and the IM allows us to create tasks for setting up the room, thus creating a thread of responsibility for customer interaction and statistics for our institution's registrar regarding event space / classroom usage.
  • Implementation of customer surveys in resolution emails has allowed us to gauge the areas we are strong at and areas we need to improve. This has proved vital since its implementation last quarter.
No photo available

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
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

ChangeGear Service Desk

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
ChangeGear Service Desk Editions & Modules
ChangeGear Service Desk
On-premise Edition
ChangeGear Service Desk
1
ChangeGear Help Desk
ChangeGear Change Management
1. Per Seat per Month
SaaS Edition
ChangeGear Cloud
1
1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
Additional Pricing Details