Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Microsoft System Center Service Manager

28 Ratings
Score 7.8 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.
Eric Novikoff profile photo

Microsoft System Center Service Manager

SCCM is suited for medium to larger companies. I don't think it would be worth the time on the back end to build all of the images and deal with the patch management with a small pool of machines. From a larger company standpoint, this is a plus for the system since the image is one build and you always have consistency when it is installed. I am sure the cost is prohibitive for a smaller company also.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Microsoft System Center Service Manager
8.1
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
7.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
8.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Microsoft System Center Service Manager
10.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
10.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Microsoft System Center Service Manager
7.5
Expert directory
Agiloft Flexible Service Desk Suite
Microsoft System Center Service Manager
7.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Microsoft System Center Service Manager
7.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Microsoft System Center Service Manager
9.7
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Microsoft System Center Service Manager
10.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Microsoft System Center Service Manager
9.5
Asset management dashboard
Agiloft Flexible Service Desk Suite
Microsoft System Center Service Manager
9.5

Change management

Agiloft Flexible Service Desk Suite
9.8
Microsoft System Center Service Manager
8.2
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Microsoft System Center Service Manager
7.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
8.5
Change calendar
Agiloft Flexible Service Desk Suite
Microsoft System Center Service Manager
9.0

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
  • Imaging - Can hold all of your images and allow them to be deployed from one central place
  • Patching - Able to manage patches from a central database and have reporting on machines out of compliance
  • Reporting - ability to utilize several reports to check compliance and other items you may want to review
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Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • When imaging on occasion the system does not seem to accept your deployment. It may require you to put the image in the machine collection several times before it shows as available.
  • Patching seems to go well on the admin side but we have been having some issues with them installing on the user side. It seems like the user gets a message and then they get concerned. I have noticed that if you ignore the message the updates will install at some point. It is always a small percentage of users each time we push a patch but not able to tell why this is happening.
  • Deploying software seems to be about a 50/50 success rate. Not sure why and it is almost not worth the headache of using SCCM for this type of deployment. It would be nice if it was working consistently because you could push the software and have it installed on the user's machine without any downtime for the user.
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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
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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
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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
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Alternatives Considered

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
We use this program on the thin client side of things. We don't utilize it as much as SCCM so I am not sure how it compares to tell you the truth. We are about to explore this option to see if this is a better way to manage the thin clients, which it is pointing in that direction. I don't think it is as intuitive as SCCM just from the little experience we have with it.
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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.
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  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
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Screenshots

Microsoft System Center 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

Microsoft System Center Service Manager

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