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15 Ratings
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Score 8.8 out of 101
16 Ratings
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Score 8.5 out of 101

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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

Well suited for growing teams that rely on a lot of tribal knowledge. It has freed up time for our more veteran employees to really focus on their own work and empower newer reps to search for their answers before feeling like they have to ask questions. I'd say it will be best suited in teams where one person (or several) can be responsible for always adding and updating content as it can be tricky to keep up with.
Luis Flores profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
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
9.6
Guru
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Guru
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Guru

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Guru
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Guru
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Guru

Change management

Agiloft Flexible Service Desk Suite
9.8
Guru
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Guru
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Guru

Pros

  • 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
  • Central location for information to be accessed and shared across the whole team.
  • Easy to find information. Tags make it even easier to find things.
  • The verification feature is awesome! This helps to maintain that information isn't outdated!
Taylor Hansen profile photo

Cons

  • The look and feel is behind the latest offerings from competitors which can make getting users to switch to Agiloft difficult. In particular, there are limitations on formatting, placement, and type of custom elements on pages, or even custom pages themselves that contain unstructured content (essentially a custom dashboard.) These limitations have in practice not yet kept us from getting what we wanted done with the product.
  • The flexibility of the product begs for more nearly-complete custom applications (customizations) that can be instantly deployed and then tweaked to meet our needs. Creating one is easy enough, but this would speed the process even more.
  • I wish there was more financial functionality. Everything we do ties to the money, and being able to manage the money from the same app (AR/billing is the most important to us) would help a great deal.
Eric Novikoff profile photo
  • Charts look awful in Guru. They could look a lot better.
  • You can't link straight out to a card, only a collection. That would be very helpful to do direct card linking within a collection instead of just the iframe.
  • Guru is really what your team decides to make of it and is only as good as the material you invest into creating. Most of my gripes with Guru are not Guru's fault, but just the curve of adding out material into Guru in a helpful way.
Taylor Hansen 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
No score
No answers yet
No answers on this topic

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

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo
Google Docs is very limited and truly a nightmare to locate information once it's been lost in the Google Doc abyss. Guru has helped us not only find our lost data, but make sure the data is up to date and helpful for our respective teams. Having our team data in Google Docs was very hard to maintain for quality and visibility.
Taylor Hansen 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
  • Guru is allowing our team to have a central location for information. No more calling out to company slack channels for help.
  • Saves time when all the information is in one place.
  • Really helps for on-boarding reps now that the information is in one place!
Taylor Hansen profile photo

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