Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Cherwell Service Management

Top Rated
49 Ratings
Score 7.5 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
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Cherwell Service Management

If you have the knowledge about service catalogs, business processes, and have both programmers and designers available to help with this implementation, you should have an easy time setting this up. You'll also need a good understanding of all your functional groups and what each is responsible for to set up your groups and users.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Cherwell Service Management
7.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
8.7
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
7.7
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Cherwell Service Management
7.2
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
7.2
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Cherwell Service Management
7.0
Expert directory
Agiloft Flexible Service Desk Suite
Cherwell Service Management
7.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Cherwell Service Management
7.7

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Cherwell Service Management
7.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Cherwell Service Management
7.6
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Cherwell Service Management
7.3
Asset management dashboard
Agiloft Flexible Service Desk Suite
Cherwell Service Management
6.9

Change management

Agiloft Flexible Service Desk Suite
9.8
Cherwell Service Management
8.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Cherwell Service Management
7.6
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
8.3
Change calendar
Agiloft Flexible Service Desk Suite
Cherwell Service Management
8.3

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • Excellent tracking and reporting
  • Allows customers to enter in their own tickets
  • Allows analysis of where our problem points are in resolving incidents
  • Helps us better manage change requests
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Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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  • Initial set up, if you are not familiar with service catalogs can be painful. The out of the box suggested ones are a starting point, but could have more breadth.
  • Similarly, you have to know your business processes well to set up escalation and workflow; and setting them up can be a little time consuming.
  • It's also helpful to set up forms to help ensure tickets are going to the right team - and you have to understand basic programming logic to set them up; you also need a bit of design experience to make them user friendly. These don't always go hand in hand within one person; it would have been helpful to have more sample forms.
  • Some of the included color schemes are not ADA friendly, and they all should be.
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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
Cherwell Service Management8.5
Based on 4 answers
We stay on maintenance for support and upgrades. We rely on this product for our internal operations and need to have a maintenance contract so there is some vendor support in the event of a disaster, so we opted to renew. The more recent versions of Cherwell also have some new exciting features that we're also hoping to be able to implement.
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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
We went from a HP SM application with complex development and extensive cost. During our evaluations of the tools in the marketplace it became very clear that Cherwell Met or Exceeded all other applications for the functions we needed especially cost. We were very skeptical of the codeless configuration but within a week in the sandbox they set up for us, without any training, I was able to start to demonstrate how I could solve our business requirements
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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
  • The largest ROI has been documentation of work and increasing staff productivity.
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Screenshots

Cherwell Service Management

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

Cherwell Service Management

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details