Likelihood to Recommend 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.
Read full review We used a product before that was designed to prevent users making changes and saving files to the desktop computer. This required a renewal of the license. By using SCCM in our environment we were able to discontinue using that product because SCCM allows us to completely restore a machine back to the original configuration. We have taught our users to save their individual work on either a network drive or a cloud drive. By doing this, if we do a re-image of their machine they have lost no data, and it makes for a faster resolution. In some instances having a computer in our SCCM environment it can become cumbersome when creating new users for very specific purposes. It can be done by creating new organizational units and applying new policies but when in a pinch it can be frustrating. For the most part we have tried to make "new" purpose images and groups to at least accommodate a quick install.
Read full review 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. Read full review Provides our users the ability to deploy and manage our own datacenter based on defined software with understandable solutions for storage, compute, networking and security. We are able to update at once all the computers from all departments without having to install the OS on every computer. It allows us to have everything in one place for database management and datacenter inspection as well. Read full review 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. Read full review Needs web based storefront for requesting new software Needs ability to manage the packaging work flow better Sometimes is slow to download and there is no indication the entire catalog is being loaded, resulting in confused users not being able to find common software in the available list. Read full review Likelihood to Renew We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Read full review Usability 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.
Read full review It is not user-friendly for the most part. With IT infrastructure, sometimes it cannot handle excess requests. Every few months, you will need an upgrade in terms of server resources to keep up with incoming alerts and requests. This does not happen all of the time, but it does happen when there are too many requests.
Read full review Support Rating We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.
Read full review If I had to dislike something about the system it would be how much it changes once you upgrade. This could be more of a problem of mine since I get used to one way and don't like it when it changes so much. I am enjoying the newest update, but it is a mess when you are actually going through the upgrades.
Read full review Alternatives Considered Most of the other CRM software packages we evaluated were either too complicated or time consuming to setup and customize, or they were too expensive, especially since many of the companies charge additional fees for each additional module or function you want to use.
Read full review We previously used a mix of FOG and Clonezilla to image machines. The biggest issues with these products is that changing one piece of the image required you to rebuild the entire image itself. These pieces of software also did not allow you to manage applications and Windows Updates, causing IT to have to constantly touch machines after they were imaged and update or manage them with a much more hands on approach.
Read full review Return on Investment Helps us organize tasks and projects and the data associated with each project Helps us organize our resources to meet the demand of issues and events This has helped us keep moving forward during times we otherwise would have pulled back. Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity.. Read full review We have been able to automate our patch management, firmware and other security concerns. We have a standardized "image" ensuring our setup is consistent across the enterprise. This alone has saved us in time to support and time to understand how to use our desktops. Read full review ScreenShots Agiloft Flexible Service Desk Suite Screenshots