What users are saying about
15 Ratings
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Score 9.1 out of 101
1 Ratings
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Score 8.2 out of 101

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

eStreamDesk

No complaints at all. You have to evaluate their performance in large corporate environments.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
eStreamDesk
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
eStreamDesk
Service restoration
Agiloft Flexible Service Desk Suite
10.0
eStreamDesk
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
eStreamDesk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
eStreamDesk
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
eStreamDesk

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
eStreamDesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
eStreamDesk
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
eStreamDesk

Change management

Agiloft Flexible Service Desk Suite
9.9
eStreamDesk
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
eStreamDesk
Service-level management
Agiloft Flexible Service Desk Suite
10.0
eStreamDesk

Pros

Agiloft Flexible Service Desk Suite

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo

eStreamDesk

  • It is very easy to implement in small and medium enterprises.
  • The rules engine is simple and effective.
  • 100% usable right out of the box.
  • API simple and functional integration.
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • 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

eStreamDesk

  • No complaints - it does what it is expected to do at a very reasonable price.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

eStreamDesk

eStreamDesk 8.2
Based on 1 answer
No complaints at all. Great cost. eStreamDesk does the job.
No photo available

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

eStreamDesk

No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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

eStreamDesk

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

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

eStreamDesk

I tried several open source tools. The relationship between product quality and effort to set up open source tools, and the acquisition of a server, favor eStreamDesk. The US price is $7 a month per agent. It is perfectly translated into Spanish.
No photo available

Return on Investment

Agiloft Flexible Service Desk Suite

  • 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

eStreamDesk

  • Easy integration.
No photo available

Screenshots

eStreamDesk

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

eStreamDesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
All accounts start as 30 days free trial and continue as free or pay as you go plans. There are no sign up fees or long term contracts and no upfront costs. You pay only for what you use and you can change or cancel your plan any time.

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