What users are saying about
15 Ratings
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Score 9.1 out of 101
17 Ratings
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Score 8.4 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

Guru

GURU is well suited, in my opinion, as a tool for moderately sized companies to organize internal collections of knowledge. I think a larger organization (500+ employees) would have a specifically difficult time deploying and utilizing GURU for how long it can take to transfer information, how to organize it, and who has the ability to verify and create new cards. I think it is working very well in our organization as we are well on our way for full implementation
No photo available

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Pros

Agiloft Flexible Service Desk Suite

  • 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

Guru

  • Organization - This is really a two-fold strength. Yes, GURU provides organization for overall knowledge, but the tool itself is also extremely flexible with how that organization can be attained. We, at present, have 6 distinct collections of knowledge for everyone in the company to access with nearly 1200 cards of specialized knowledge which are easy to access and locate. There are still more cards to create and I have no fear that it will clutter and mucky-up GURU to a point where it becomes unwieldy. GURU is designed in such a way to make that difficult to do.
  • Chrome Extension - The mere existence of a Chrome extension is bewilderingly amazing. Rather than needing to launch a separate tab in Chrome, the extension offers a mini search bar with top results in about 2 seconds. This makes using GURU too easy. I do not want to increase the amount of tabs I have open in Chrome (Chrome is memory intensive) and I do not have to with this extension.
  • Automatic Verification System - It is pretty fantastic that with this high level of organization comes a huge responsibility to ensure the accuracy and correctness of the body of knowledge. The good news is that its automated at your discretion. We have many cards set up to require re-verification every quarter (things change fast in our world) which is extremely helpful. Otherwise, new employees might learn from incorrect information and existing employees may have incorrect information reinforced. With the verification system, we don't have to worry about that
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • Its feature set is so complete, we have yet to find it missing something that we needed.
  • I wish we could automatically transition our CRM from Salesforce into Agiloft
Max Henrion profile photo

Guru

  • Difficulty transferring bodies of existing knowledge onto GURU - At first we simply copy-pasted entire google drive documents into GURU cards, but that's super cumbersome, especially because the formatting never transfers perfectly. This increases the amount of time it takes to implement GURU fully.
  • It still feels like we are "setting things up" - Its been about 4 months since we first began implementing GURU and it still feels like there is more work to be done to "set things up." How much time should card verifies spend verifying cards? Who is responsible for which collection of knowledge? Who should and who should not have the ability to create new GURU cards? And so forth.
  • No best practices on organizational theory - A hot topic issue for our support team is how to organize customer support related knowledge. This has made implementation for our support team a bit more difficult.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo

Guru

No score
No answers yet
No answers on this topic

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

Guru

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

Guru

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo

Guru

it is more intuitive and the platform is designed to share and collaborate, whereas drive is more for storage.
No photo available

Return on Investment

Agiloft Flexible Service Desk Suite

  • We have used it for many years for our bug/issue tracking, smoothly and efficiently.
  • For our knowledgebase application, we were able to develop it about five times faster than if we had to program it using conventional tools.
Max Henrion profile photo

Guru

  • The main business objective this solves is the ease of access for internal knowledge. This is nothing but a positive in my book. I cannot think of any negative business impact this has created for the company.
No photo available

Screenshots

Guru

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

Guru

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Add comparison