Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

ChangeGear Service Desk

3 Ratings
Score 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

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
8.3
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
8.9
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

  • 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
  • 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.
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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
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.
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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

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson 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.
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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
  • 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.
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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
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