Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Ivanti Service Manager

14 Ratings
Score 7.7 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

It is ideal for managing a wide range of business processes from CRM to technical support. We use it for issue tracking and technical support. We also used it to create a highly structured knowledgebase with contributor content. It might be less appropriate for detailed quantitative modeling
Max Henrion profile photo

Ivanti Service Manager

This product is an ideal tracking tool for contact centers like a technical support desk, IT Service Desk, or other incident management type of support service. The out-of-the-box capabilities it has to make sure 'incidents' don't fall by the waist side once created is extensive. The product is not ideal in my opinion for a shop that does not require a high-level of structure to tracking service center activity (smaller organizations that may otherwise use other tracking alternatives like custom web solutions developed in-house or equivalents).
No photo available

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
9.5
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Ivanti Service Manager
8.0
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
8.3
Ivanti Service Manager
8.5
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
6.3
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Ivanti Service Manager
9.0
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
5.0

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

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
No photo available
  • Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
  • A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
  • There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
No photo available

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.
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
Ivanti Service Manager7.0
Based on 1 answer
It is embedded for now until the client chooses otherwise.
No photo available

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
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.
No photo available

Return on Investment

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson 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