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Score 8.8 out of 101
2 Ratings
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Score 9.1 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

KronoDesk

I advise my customers to use it for all issue tracking, in business development as well as in business operations. An interface to operational systems is therefor very helpful and enlarges the value of the KronoDesk knowledge base, provided that this information is "open" to all users of all departments.
Peter A.A.M. Maas profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
KronoDesk
8.2
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
KronoDesk
8.2
Service restoration
Agiloft Flexible Service Desk Suite
10.0
KronoDesk
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
KronoDesk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
KronoDesk
8.2
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
KronoDesk
Expert directory
Agiloft Flexible Service Desk Suite
KronoDesk
8.2
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
KronoDesk
8.2
Ticket creation and submission
Agiloft Flexible Service Desk Suite
KronoDesk
8.2
Ticket response
Agiloft Flexible Service Desk Suite
KronoDesk
8.2

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
KronoDesk
8.2
External knowledge base
Agiloft Flexible Service Desk Suite
KronoDesk
8.2
Internal knowledge base
Agiloft Flexible Service Desk Suite
KronoDesk
8.2

Multi-Channel Help

Agiloft Flexible Service Desk Suite
KronoDesk
8.4
Customer portal
Agiloft Flexible Service Desk Suite
KronoDesk
8.2
IVR
Agiloft Flexible Service Desk Suite
KronoDesk
8.2
Social integration
Agiloft Flexible Service Desk Suite
KronoDesk
8.2
Email support
Agiloft Flexible Service Desk Suite
KronoDesk
9.1
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
KronoDesk
8.2

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
  • As a system architect I have a clear overview of open issues through clear issue description and assignment to developers.
  • The overview and tracking are most important to me.
Peter A.A.M. Maas 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
  • The possibility to create a system/subsystem/component/interface tree of the system landscape, to be used to more detailed issue associations and subsequent detailed planning and monitoring of issues.
  • A quick issue entry with the most important information would be helpful.
  • A "live" report that can contains my current "hot" issues would be helpful.
Peter A.A.M. Maas profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.
Robert Kaplan 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

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
Several freeware/shareware tools like Bugzilla are missing integration with other systems.HP, IBM and CA like systems are too cumbersome and complicated for "normal" users, for me too much "hassle" to monitor issues and related information and links to other issues.
Peter A.A.M. Maas profile photo

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
  • The ROI is reached faster and exponentially higher, depending on the number of users and cooperating business units.
Peter A.A.M. Maas profile photo

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
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

KronoDesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
KronoDesk Editions & Modules
KronoDesk
On-premise Edition
1-User
$791
3-User
$661
5-User
$591
10-User
$491
20-User
$4,9992
1. Lifetime License per Seat
2. Lifetime License (unlimited seats)
SaaS Edition
Single
$191
3-User
$231
5-User
$191
10-User
$161
20-User
$101
1. Per User per Month
Additional Pricing Details