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15 Ratings
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Score 8.8 out of 101
5 Ratings
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Score 9 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.
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It's great for sales, customer service, and tech support.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
LiveHelpNow
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
LiveHelpNow
Service restoration
Agiloft Flexible Service Desk Suite
10.0
LiveHelpNow
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
LiveHelpNow
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
LiveHelpNow
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
LiveHelpNow

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
External knowledge base
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
Social integration
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
Email support
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0

Pros

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo
  • Easy for customers to reach out.
  • Best for short quick answers.
  • Easy for staff to use.
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Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • None at this time.
No photo available

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

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
No answers on this topic

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
  • None at this time.
No photo available

Screenshots

LiveHelpNow

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

LiveHelpNow

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