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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

The Agiloft website has some short training videos that both show you how to use certain functions and also help outline the functionality available (for those of us who don't always know what we're looking for until we see it).
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Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.
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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)
9.1
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
10.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
10.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Expert directory
Agiloft Flexible Service Desk Suite
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
10.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Change management

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

Pros

  • Customization. We are able to take the foundation and default set up and turn it into exactly what we need.
  • Support. Although a ticket system and dealing with support almost exclusively online seemed not ideal to us at first, we know we can rely on Agiloft's support team to get back to us quickly and help us to find a way to do something, fix issues that are going on, and answer any questions we have.
  • Easy to learn. Although there is a LOT to learn, most of it has been intuitive and easy to follow. It's easy to try out different setting to see what will happen one way versus another.
  • Charts and Reports. Being able to see data in many, many different ways through the searches and views. Automatically emailed reports are extremely helpful.
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  • The core Help Desk solution (Incident, Request, and Problem Management) is great and has all the features you would expect. Parent/Child relationships, Major Incidents, Linking, SLA Management, Approvals, and an easy to use interface
  • The process engine within the application is very powerful and you can easily create your own unique custom processes to solve your business needs/problems. The process engine is robust and one of the main reasons we chose the product.
  • Ease of customization without writing/deploying code. This was a major requirement for us and Ivanti offers the ability to customize the product without writing code. They also have a built-in migration tool that allows you to easily move changes through your environments.
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Cons

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
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  • We are a heavy user of the product and have found many Bugs/Defects. Some are minor and have work-arounds, others are major and require their app dev team to fix via a patch. All software has bugs, Ivanti is no different, but we have found several that really impacted our planned customization.
  • Technical support is lacking with the Ivanti team. Sometimes we get a fast response and fix, other times we get nothing. We have had to escalate to our sales team on multiple occasions to get a resolution from the vendor.
  • Ability to create more robust CMDB workflows without having the ITAM product since there are some dependencies between the two that we did not know about until after we purchased.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto 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

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
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.
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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