Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

OpenText MBPM

16 Ratings
Score 7.9 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

OpenText MBPM

Good - Decision branching, Access to multiple external data sources, Prioritisation of user tasks, Keeping documents with workflows, and Ease of development and speed to make it live.Less Good - Forms with lots of dependencies between the fields and Troubleshooting in some instances.Poor - Ability to act as a repository for template forms and Reporting.
Peter Green profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
OpenText MBPM
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
OpenText MBPM
Service restoration
Agiloft Flexible Service Desk Suite
10.0
OpenText MBPM
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
OpenText MBPM
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
OpenText MBPM
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
OpenText MBPM

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
OpenText MBPM
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
OpenText MBPM
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
OpenText MBPM

Change management

Agiloft Flexible Service Desk Suite
9.8
OpenText MBPM
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
OpenText MBPM
Service-level management
Agiloft Flexible Service Desk Suite
10.0
OpenText MBPM

Reporting & Analytics

Agiloft Flexible Service Desk Suite
OpenText MBPM
7.1
Dashboards
Agiloft Flexible Service Desk Suite
OpenText MBPM
7.1
Standard reports
Agiloft Flexible Service Desk Suite
OpenText MBPM
10.0
Custom reports
Agiloft Flexible Service Desk Suite
OpenText MBPM
4.1

Process Engine

Agiloft Flexible Service Desk Suite
OpenText MBPM
8.8
Process designer
Agiloft Flexible Service Desk Suite
OpenText MBPM
9.0
Process simulation
Agiloft Flexible Service Desk Suite
OpenText MBPM
8.0
Business rules engine
Agiloft Flexible Service Desk Suite
OpenText MBPM
10.0
SOA support
Agiloft Flexible Service Desk Suite
OpenText MBPM
10.0
Process player
Agiloft Flexible Service Desk Suite
OpenText MBPM
10.0
Support for modeling languages
Agiloft Flexible Service Desk Suite
OpenText MBPM
10.0
Form builder
Agiloft Flexible Service Desk Suite
OpenText MBPM
6.1
Model execution
Agiloft Flexible Service Desk Suite
OpenText MBPM
7.1

Collaboration

Agiloft Flexible Service Desk Suite
OpenText MBPM
5.1
Social collaboration tools
Agiloft Flexible Service Desk Suite
OpenText MBPM
5.1

Content Management Capabilties

Agiloft Flexible Service Desk Suite
OpenText MBPM
10.0
Content management
Agiloft Flexible Service Desk Suite
OpenText MBPM
10.0

Pros

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo
  • Complex routing of tasks based on calculated criteria
  • Linking between tasks and accessing relevant information
  • Organising, scheduling and prioritising
  • Different views for different people
Peter Green profile photo

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • The integration with Office.
  • Reporting - the functionality is quite limited. Of course, we can use SSRS on the database but better-embedded reporting would be good.
  • Using the eRaiseFlag functionality (getting one folder or workflow to influence another) can be slow on a busy system.
Peter Green profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff profile photo
OpenText MBPM8.0
Based on 4 answers
We believe there is a market amongst our client base for the functionality OpenText BMP can address.
Peter Green profile photo

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
OpenText MBPM9.0
Based on 1 answer
Although it is intuitive to use it does require training
Harish Rajput profile photo

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
OpenText MBPM10.0
Based on 1 answer
Great customer service for an API support related query
Harish Rajput profile photo

Alternatives Considered

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo
Before first using Metastorm at a previous company, I reviewed 30 systems, shortlisted 4 and chose Metastorm as being intuitively the easiest to develop with. We have recently looked at a number of alternatives but decide to stick with OpenText BPM.
Peter Green profile photo

Return on Investment

  • 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
  • The development of the ticketing system has enabled us to greatly improve customer relationships
  • The scheduling and allocation of the tasks has reduced both the number of open tickets and the turnaround time to resolution
  • Management information from the system has improved decision making
Peter Green profile photo

Screenshots

OpenText MBPM

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

OpenText MBPM

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