Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Microsoft BizTalk

26 Ratings
Score 7.5 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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Microsoft BizTalk

Microsoft BizTalk is good to use as a message broker tool to process long run business process across multiple applications, but may not be very good when the requirement is for a heavy real-time message queue or topic process or to distribute across multiple applications.BizTalk is easy to integrate with .net family applications, but it may take more time for it to be integrated with other family applications like Java.
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Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Pros

  • Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
  • It has an astonishingly complete set of features. It can do everything we have wanted it to do.
  • Agiloft's customer support is great. They always provide a rapid response to our questions.
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  • BizTalk uses Microsoft Visual Studio as the IDE (integrated development environment) tool, and it's very easy to use.
  • The orchestration engine of BizTalk addresses resource issue very well for long-running business processes by dehydrating and rehydrating orchestration instances.
  • BizTalk is very easy to integrate if the development is mainly on the Microsoft software family.
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Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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  • BizTalk mainly used in a publish-subscribe pattern, it has toolkits from ESB (Enterprise Services Bus), but it's not as good as other native ESB systems.
  • BizTalk didn't provide many native adapters and it needs to be made by a developer or bought from a third party, like Amazon S3 adapter or SMS adapter.
  • BizTalk only supports JSON in the latest version 2013 R2, and it needs to transform JSON to XML for internal mail box use and then transform from XML back to JSON.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
No score
No answers yet
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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.
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No score
No answers yet
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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
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We did look at Jitterbit dataloader from Salesforce.com. Jitterbit seems like a pretty decent solution if you are doing a lot of uploads into Salesforce.com. However, its not nearly as flexible as Microsoft Biztalk is. Biztalk allows you to create any type of custom solution you wish, whereas Jitterbit is much more limited.
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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.
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  • If the Microsoft SQL Server database is used as well as other Microsoft applications, then BizTalk will be a good tool to add.
  • Many .NET developers are available in the market if there is a requirement to use it to develop a BizTalk Server rapidly.
  • If the organization is focused on open source tools or Java family, BizTalk may be not a good choice.
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Screenshots

Microsoft BizTalk

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

Microsoft BizTalk

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