Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

BMC Track-It!

22 Ratings
Score 7.2 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

BMC Track-It!

Help desk ticketing auto creation via email worked very well. As an administrator, you have to take the time to set up all forms and possible scenarios for incoming tickets. Once you do you can easily route any type of incoming email to the correct help desk group and automatically reply with information for the user. Our users specifically required tickets created through email as they would not use a portal. This functionality worked well in BMC Track-It.
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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
8.3
BMC Track-It!

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
BMC Track-It!
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
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!
6.8
Software and hardware inventory tracking
Agiloft Flexible Service Desk Suite
BMC Track-It!
6.7
License management
Agiloft Flexible Service Desk Suite
BMC Track-It!
6.8
Asset lifecycle monitoring
Agiloft Flexible Service Desk Suite
BMC Track-It!
7.1
Contract management
Agiloft Flexible Service Desk Suite
BMC Track-It!
7.4
Asset relationship management
Agiloft Flexible Service Desk Suite
BMC Track-It!
6.3

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
  • Manage work order/helpdesk tickets
  • Track assets
  • Track software usage
  • Track when the computer needs to be replaced
Jacquie Harrison profile photo

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • The change management module
  • Interfacing their purchasing module with an ERP type system
Jacquie Harrison profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
No score
No answers yet
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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
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Alternatives Considered

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
There is no product that comes close to the functionality that Track-It! has.
Jacquie Harrison profile photo

Return on Investment

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
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  • Paid for itself in a matter of weeks with helpdesk improved efficiency, asset tracking, and improved internal customer satisfaction.
Jacquie Harrison profile photo

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