15 Ratings
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Score 8.8 out of 101
12 Ratings
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Score 7.6 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

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Service Desk works great if you have dedicated personnel to implement and support the system. The learning curve is quite aggressive unless you have a background in programming and understand a bit of database design. Even though they advertise it as a simple drag and drop design, it is a bit more than just drag and drop. The web form design is severely lacking.
Jason Koslowski profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.7
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.3
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.1
Expert directory
Agiloft Flexible Service Desk Suite
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.7

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Asset management dashboard
Agiloft Flexible Service Desk Suite
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5

Change management

Agiloft Flexible Service Desk Suite
9.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.9
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.9
Change calendar
Agiloft Flexible Service Desk Suite
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.1

Pros

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo
  • High customization.
  • Get support.
  • Easy to use.
No photo available

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • Minor details on the console as far as layout.
  • Saving options on the console.
  • End of life.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino 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

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
We chose Ivanti because at the time we wanted an on-premises solution that was powerful and allow for easy customization. We are now open to a cloud model and will move our install to the cloud in the future. Overall we felt Ivanti was on par with the competition and offered a very competitive price point.
No photo available

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
  • The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
  • The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.
No photo available

Screenshots

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

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

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

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