15 Ratings
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Score 8.8 out of 101
16 Ratings
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Score 7.7 out of 101

Add comparison

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 Service Manager

Ivanti Service Manager can be customized specifically to your business needs. The pre-built product has tons of features, from Incident Management to Service Management to Change Management, Knowledge, Problem, Costing, and more, so it is possible to use the product out of the box with very little customization. ISM is very flexible and adaptable, so unless you won't do customizations, you can make the product fit your needs.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Ivanti Service Manager
9.1
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Ivanti Service Manager
9.4
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Ivanti Service Manager
7.7
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Ivanti Service Manager
9.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Ivanti Service Manager
10.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Ivanti Service Manager
8.7
Expert directory
Agiloft Flexible Service Desk Suite
Ivanti Service Manager
10.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Ivanti Service Manager
9.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Ivanti Service Manager
6.7
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Ivanti Service Manager
8.6
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Ivanti Service Manager
5.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Ivanti Service Manager
6.5

Change management

Agiloft Flexible Service Desk Suite
9.8
Ivanti Service Manager
9.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Ivanti Service Manager
9.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Ivanti Service Manager
9.0
Change calendar
Agiloft Flexible Service Desk Suite
Ivanti Service Manager
9.0

Pros

  • 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
  • HEAT Service Management is available on-premise and in the Cloud.
  • HEAT Service Management has received certification from Pink Elephant and Serview for 13 ITIL processes,
  • HEAT Service Management provides a lot of integration capabilities. It's easy to create integration links between HEAT SM and existing systems and data sources via Web Service Interfaces (SOAP, REST).
Christian Storb profile photo

Cons

  • Customer portal GUI and template deployment
No photo available
  • There are times when various browsers and the product don't always cooperate. We have seen from time to time on-screen controls not operate as expected with certain browsers.
  • Customizing controls such as forms, grids, fields, etc. is not very intuitive. Lots of research can be required to accomplish even the simplest tweak.
  • Very limiting in the ability to import/export large amounts of data via the Application Administrator. The process itself of importing data via the product is not intuitive.
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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
Ivanti Service Manager7.0
Based on 1 answer
It is embedded for now until the client chooses otherwise.
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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

Agiloft's singular advantage is its ease of customization that allows you to capture automation requirements right at the point of use. We knew our company would always be developing new requirements for its customer-facing processes and any tool that made customization difficult was an inferior choice for us. Other vendors offered similar levels of customization, but when we dug deeper, Agiloft was the only one that delivered it.Our management team came from the IT and development side of NetSuite and we have used it to manage our business almost since inception. However, its support, marketing, and sales functionality was too difficult to modify and built to meet too broad a set of requirements, so we could never get full adoption or utilization, and it stood in the way of delivering the service levels we needed to provide our customers. We still use NetSuite for back-of-the-house financial functions which don't need that level of customization, but for everything else, the way forward has led us to choose Agiloft.
Eric Novikoff profile photo
We went with the HEAT Service Management Product because we already had HEAT Voice in-house, and the advantages of integration were inherent with it. We were offered alternatives to evaluate but opted to remain under the HEAT/Ivanti umbrella because of this integration capability along with the ability to self-configure and implement for our service line.
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Return on Investment

  • We are able to offer industry leading support and service SLAs to our clients because Agiloft can automate our support process, unlike other tools we have looked at.
  • We are able to automate our own sales process rather than follow a prewritten one, which promotes adoption of sales force automation. (Most sales departments are full of individual tools each person uses to get around the limitation of the company's provided tool!)
  • We are able to automate many processes we never thought we would be able to without custom coding. We're only starting to scratch the surface of what we think we can use Agiloft for.
Eric Novikoff profile photo
  • Our instance has introduced integration of HEAT Voice and HEAT CRM to our contact center, which has resulted in reporting efficiencies in our group.
  • The product has allowed an in-house team to administer the product and support it rather than rely on our IT Organization for basic reporting and administrative needs ($$ savings)
  • A browser-based application has eliminated the time expended on installing the product for newer users.
No photo available

Screenshots

Ivanti Service Manager

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 Service Manager

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