15 Ratings
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Score 8.9 out of 101
Top Rated
53 Ratings
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Score 7.2 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

Cherwell Service Management

Change Management approval processing is a good example. Cherwell, as an ITSM tool, is effective at executing the different change configurations, and requiring distinct approvals to proceed forwards.
Keene Marin profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
Cherwell Service Management
7.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
8.2
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
7.6
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
Cherwell Service Management
7.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
6.7
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.0
Cherwell Service Management
6.6
Expert directory
Agiloft Flexible Service Desk Suite
Cherwell Service Management
7.3
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Cherwell Service Management
5.7

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Cherwell Service Management
6.3
Configuration mangement
Agiloft Flexible Service Desk Suite
8.7
Cherwell Service Management
6.2
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Cherwell Service Management
6.9
Asset management dashboard
Agiloft Flexible Service Desk Suite
Cherwell Service Management
5.9

Change management

Agiloft Flexible Service Desk Suite
9.8
Cherwell Service Management
7.7
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
Cherwell Service Management
7.4
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Cherwell Service Management
8.1
Change calendar
Agiloft Flexible Service Desk Suite
Cherwell Service Management
7.6

Pros

  • There is a great deal of flexibility available to configure the product to meet specific needs.
  • The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though!
  • The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.
No photo available
  • Customization is easily done and upgrades do not affect them if done within the CSM toolset.
  • Our internal staff find the product very intuitive.
  • The built-in knowledge base is very helpful.
John Alexander 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
  • While the Reporting module is very comprehensive, it is not easily understood.
  • Move to production scenarios should be more inclusive of all pieces of the product.
  • The online documentation has come a long way, but still is lacking at times. I have too many "how to" questions that cannot be answered through it.
John Alexander profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
As we grow, we are able to activate additional modules for new functionality with little training time, adding to our existing knowledgebase and increasing our efficiency.
Steve Theroux 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.
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

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Five years ago a service desk application was used, not a very good process. No available application to TransForm SSO resources, emails were distributed to specific TransForm SSO resources....email responses sent to tech support and hospital requestors.
Steve Blinston profile photo

Return on Investment

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo
  • As with any standard ticketing system, it helped decrease the time before first contact with clients.
  • Our department was always concerned with keeping a low budget, and it was cheaper than most.
  • My supervisor could easily tell how many resources were being put into each employee, so we had more visibility of our team's capabilities at a given time if we needed to take on something complex.
David Crawford profile photo

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