Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Micro Focus Service Manager

38 Ratings
Score 7.3 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

Micro Focus Service Manager

HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.
Sebastian Torres profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Micro Focus Service Manager
7.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Micro Focus Service Manager
5.7
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Micro Focus Service Manager
8.6
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Micro Focus Service Manager
7.6
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Micro Focus Service Manager
5.2
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Micro Focus Service Manager
8.4
Expert directory
Agiloft Flexible Service Desk Suite
Micro Focus Service Manager
5.2
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Micro Focus Service Manager
8.4

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Micro Focus Service Manager
6.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Micro Focus Service Manager
6.8
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Micro Focus Service Manager
5.9
Asset management dashboard
Agiloft Flexible Service Desk Suite
Micro Focus Service Manager
6.0

Change management

Agiloft Flexible Service Desk Suite
9.8
Micro Focus Service Manager
6.2
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Micro Focus Service Manager
6.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Micro Focus Service Manager
6.8
Change calendar
Agiloft Flexible Service Desk Suite
Micro Focus Service Manager
6.0

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • We have a web based version and it's nice logging into it from the web.
  • It is nice that it has a favorites/dashboard where you can save your Knowledge Articles, open a new ticket, and access other shortcuts quickly.
Sebastian Torres profile photo

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
  • It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
  • It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
  • When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
  • I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.
Sebastian Torres 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

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
More features
Mike Zukerman 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
  • More expensive compared to other solutions
Mike Zukerman profile photo

Screenshots

Micro Focus 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

Micro Focus Service Manager

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