15 Ratings
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Score 8.8 out of 101
31 Ratings
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Score 7.5 out of 101

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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

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.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Microsoft System Center Service Manager
8.2
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
8.0
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
9.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Microsoft System Center Service Manager
8.0
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
7.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Microsoft System Center Service Manager
9.5
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
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
9.0

Change management

Agiloft Flexible Service Desk Suite
9.8
Microsoft System Center Service Manager
8.3
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Microsoft System Center Service Manager
7.7
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
8.3
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
No photo available

Cons

  • Its feature set is so complete, we have yet to find it missing something that we needed.
  • I wish we could automatically transition our CRM from Salesforce into Agiloft
Max Henrion 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.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
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

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.
No photo available

Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
No photo available

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