What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Lansweeper

20 Ratings
Score 8.2 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

Lansweeper

I believe that Lansweeper met our budget and needs adequately. Keep in mind that there is a high learning curve. We were able to learn the software due to our large and talented IT team. The reporting can make those dull jobs a breeze. Software pushing can save time and frustration
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Lansweeper
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Lansweeper
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Lansweeper
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Lansweeper
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Lansweeper
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Lansweeper

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Lansweeper
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Lansweeper
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Lansweeper

Change management

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

IT Asset Management

Agiloft Flexible Service Desk Suite
Lansweeper
6.2
Software and hardware inventory tracking
Agiloft Flexible Service Desk Suite
Lansweeper
7.9
License management
Agiloft Flexible Service Desk Suite
Lansweeper
5.3
Asset relationship management
Agiloft Flexible Service Desk Suite
Lansweeper
5.2

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
  • Automatically scans and detects new assets.
  • A powerful reporting tool. You will have to be familiar with power-shell.
  • Push software to machines. Saving us time.
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
  • The help desk tool is nice, but setup was a little cumbersome.
  • While their support is great, it's generally only through email.
Chris John 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
Lansweeper10.0
Based on 1 answer
The price to function scale is so far towards function it would be stupid to get rid of it
Mike Hempel profile photo

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
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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
SolarWinds Web Help Desk is very bare bones and just not a very intuitive interface. The ticketing system was just a pain to work with and setup took ages upon ages to set up. ManageEngine was a nice solution but it also took quite some time to configure properly. It really was between the two (ManageEngine and Lansweeper).
Chris John profile photo

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available
  • Reporting on hardware is much easier.
  • Reporting on software licensing is a snap.
  • Having a central location where users can get some info on FAQs is great!
Chris John profile photo

Screenshots

Lansweeper

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

Lansweeper

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