15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.8 out of 101
23 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.2 out of 101

Add comparison

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

BMC Track-It!

Track-It! is perfect if a company only wants to keep track of tickets, assign them to technicians, and report off of that data. I would not recommend to use the other components that have within the product (purchasing, training, KB, etc.) is perhaps not worth implementing. There are other products that do this better.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
BMC Track-It!
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
BMC Track-It!
Service restoration
Agiloft Flexible Service Desk Suite
10.0
BMC Track-It!
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
BMC Track-It!
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
BMC Track-It!
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
BMC Track-It!

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
BMC Track-It!
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
BMC Track-It!
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
BMC Track-It!

Change management

Agiloft Flexible Service Desk Suite
9.8
BMC Track-It!
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
BMC Track-It!
Service-level management
Agiloft Flexible Service Desk Suite
10.0
BMC Track-It!

IT Asset Management

Agiloft Flexible Service Desk Suite
BMC Track-It!
6.1
Software and hardware inventory tracking
Agiloft Flexible Service Desk Suite
BMC Track-It!
6.2
License management
Agiloft Flexible Service Desk Suite
BMC Track-It!
6.1
Asset lifecycle monitoring
Agiloft Flexible Service Desk Suite
BMC Track-It!
6.3
Contract management
Agiloft Flexible Service Desk Suite
BMC Track-It!
6.1
Asset relationship management
Agiloft Flexible Service Desk Suite
BMC Track-It!
5.9

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • Integration into Exchange to access email.
  • Great Reporting.
  • Easy to use web-based app to create, log, update, and close tickets.
No photo available

Cons

  • Customer portal GUI and template deployment
No photo available
  • The inventory client does not work well. Extra overhead that is not needed.
  • Change control could use improvement.
  • The application seems to be a stepchild within BMC after it was purchased. Rare updates for the product.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
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.
Michael Canino profile photo
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

Agiloft's singular advantage is its ease of customization that allows you to capture automation requirements right at the point of use. We knew our company would always be developing new requirements for its customer-facing processes and any tool that made customization difficult was an inferior choice for us. Other vendors offered similar levels of customization, but when we dug deeper, Agiloft was the only one that delivered it.Our management team came from the IT and development side of NetSuite and we have used it to manage our business almost since inception. However, its support, marketing, and sales functionality was too difficult to modify and built to meet too broad a set of requirements, so we could never get full adoption or utilization, and it stood in the way of delivering the service levels we needed to provide our customers. We still use NetSuite for back-of-the-house financial functions which don't need that level of customization, but for everything else, the way forward has led us to choose Agiloft.
Eric Novikoff profile photo
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
  • Throughout the past eight years, Track-It! has helped our department gauge salary increases and even the ability to perhaps downsize if need be.
No photo available

Screenshots

BMC Track-It!

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

BMC Track-It!

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