15 Ratings
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Score 9.1 out of 101
33 Ratings
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Score 7.6 out of 101

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton 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
9.5
Microsoft System Center Service Manager
7.6
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
7.7
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
6.5
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
Microsoft System Center Service Manager
7.8
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
8.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
Microsoft System Center Service Manager
7.8
Expert directory
Agiloft Flexible Service Desk Suite
Microsoft System Center Service Manager
7.6
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Microsoft System Center Service Manager
7.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
Microsoft System Center Service Manager
8.6
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
Microsoft System Center Service Manager
8.9
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Microsoft System Center Service Manager
8.1
Asset management dashboard
Agiloft Flexible Service Desk Suite
Microsoft System Center Service Manager
8.7

Change management

Agiloft Flexible Service Desk Suite
9.9
Microsoft System Center Service Manager
7.9
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
Microsoft System Center Service Manager
7.4
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Microsoft System Center Service Manager
7.9
Change calendar
Agiloft Flexible Service Desk Suite
Microsoft System Center Service Manager
8.4

Pros

Agiloft Flexible Service Desk Suite

  • 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.
Max Henrion profile photo

Microsoft System Center Service Manager

  • Remote control.
  • Quick info on end users.
  • Deploying software.
Matthew Smith profile photo

Cons

Agiloft Flexible Service Desk Suite

  • 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.
No photo available

Microsoft System Center Service Manager

  • 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 Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo

Microsoft System Center Service Manager

No score
No answers yet
No answers on this topic

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

Microsoft System Center Service Manager

No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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

Microsoft System Center Service Manager

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo

Microsoft System Center Service Manager

I can't really compare them as we haven't used an "all in one" tool like SCCM. There are other patch management software, other remote control applications, and to be honest, I find those work better when compared to SCCM. However, there hasn't been an application yet that does it all, so I feel it's unfair to compare. All of these tools that SCCM offers could/should be fine-tuned and made to be a bit more user-friendly.
Matthew Smith profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • 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..
Matt Gibson profile photo

Microsoft System Center Service Manager

  • The tool has saved money in a transition from another 3rd party tool
  • It simplifies the ease of use for users. This is similar to other Microsoft tools
  • We are able to provide reports of system performance when questions arise about availability.
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

Add comparison