15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.8 out of 101
Top Rated
51 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.4 out of 101

Add comparison

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

Cherwell Service Management

Well suited if you have people dedicated to developing the views and back-end C# client, and if you work in a more silo type environment.
David Crawford profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Cherwell Service Management
7.1
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
8.3
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
7.6
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Cherwell Service Management
7.1
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
6.7
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Cherwell Service Management
6.6
Expert directory
Agiloft Flexible Service Desk Suite
Cherwell Service Management
7.4
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Cherwell Service Management
6.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Cherwell Service Management
6.5
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Cherwell Service Management
6.4
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Cherwell Service Management
7.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Cherwell Service Management
6.1

Change management

Agiloft Flexible Service Desk Suite
9.8
Cherwell Service Management
7.8
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Cherwell Service Management
7.5
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
8.2
Change calendar
Agiloft Flexible Service Desk Suite
Cherwell Service Management
7.7

Pros

  • Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
  • It has an astonishingly complete set of features. It can do everything we have wanted it to do.
  • Agiloft's customer support is great. They always provide a rapid response to our questions.
Max Henrion profile photo
  • After proper training on setting up the views and servers, Cherwell did a good job separating various department ownership of tickets. Our work views weren't cluttered with irrelevant information.
  • There is a lot of information that can be embedded into tickets. Such as sub-task assignments that could contain almost the same information as a ticket itself. Lot of customization options.
  • Custom personal dashboards were nice, once I figured out how to do it. Not everyone wants to see things the same way as other people, and being able to move touch points where you want is always a plus.
David Crawford profile photo

Cons

  • Customer portal GUI and template deployment
No photo available
  • Creating and running reports is ridiculously, impossibly complex and complicated
  • The product is so open-ended it's almost too broad. We have ended up creating a lot of in-house customizations to the product that would have been nice to have out of the box.
  • Dashboards are great to have but they are awful in implementation. They are not dynamic and act more like a Bitmap file made in Windows 95 Microsoft Paint than a dynamic webpage. It would be nice if Dashboards were dynamic and were more like HTML or a web-based platform. It doesn't make sense why web design products like WIX exist yet the dashboards are needlessly complicated and have static image borders, sizes, etc.
Michael J Mandeville profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
No photo available
Cherwell Service Management8.5
Based on 4 answers
This a difficult question for me to answer since I am not a decision maker in my current organization. Also I don't have enough information about other tools to make a well informed decision. The way the tool integrated with my former organization was very effective. While there are small nuances that could be improved upon, I would definitely consider Cherwell.
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
We found for the price, Cherwell offered a depth and breadth of solutions that no other company could match. Other companies either didn't have the customer portal, or didn't have the depth of reports, or the ability to customize your view; some didn't include asset management (which was critical to us).
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
  • The largest ROI has been documentation of work and increasing staff productivity.
No photo available

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