15 Ratings
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Score 8.8 out of 101
38 Ratings
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Score 7.4 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson 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
6.9
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Micro Focus Service Manager
5.6
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
7.4
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Micro Focus Service Manager
4.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Micro Focus Service Manager
8.3
Expert directory
Agiloft Flexible Service Desk Suite
Micro Focus Service Manager
4.9
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Micro Focus Service Manager
8.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Micro Focus Service Manager
6.0
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Micro Focus Service Manager
6.6
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Micro Focus Service Manager
5.7
Asset management dashboard
Agiloft Flexible Service Desk Suite
Micro Focus Service Manager
5.8

Change management

Agiloft Flexible Service Desk Suite
9.8
Micro Focus Service Manager
6.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Micro Focus Service Manager
5.7
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Micro Focus Service Manager
6.6
Change calendar
Agiloft Flexible Service Desk Suite
Micro Focus Service Manager
5.7

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

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • To improve the search capabilities
Mike Zukerman profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
No photo available
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
I have seen other products but I have only worked with HPSM.
Sebastian Torres profile photo

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
  • We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
Sebastian Torres 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