15 Ratings
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Score 8.8 out of 101
16 Ratings
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Score 7.6 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

OpenText MBPM

Metastorm is an Enterprise level tool. While it can perform well in both small and large projects the setup and maintenance may make the product feel unwieldy or too expensive for small companies. Also, every workflow provider in the market will tell you how their product eliminates the need for a software developer. That's simply not true. Think about your resources, and consider hiring a consultant if necessary
Eden Mack 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
8.2
OpenText MBPM

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
OpenText MBPM
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
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
6.9
Dashboards
Agiloft Flexible Service Desk Suite
OpenText MBPM
7.5
Standard reports
Agiloft Flexible Service Desk Suite
OpenText MBPM
9.0
Custom reports
Agiloft Flexible Service Desk Suite
OpenText MBPM
4.0

Process Engine

Agiloft Flexible Service Desk Suite
OpenText MBPM
7.4
Process designer
Agiloft Flexible Service Desk Suite
OpenText MBPM
8.5
Process simulation
Agiloft Flexible Service Desk Suite
OpenText MBPM
7.5
Business rules engine
Agiloft Flexible Service Desk Suite
OpenText MBPM
9.0
SOA support
Agiloft Flexible Service Desk Suite
OpenText MBPM
6.0
Process player
Agiloft Flexible Service Desk Suite
OpenText MBPM
7.0
Support for modeling languages
Agiloft Flexible Service Desk Suite
OpenText MBPM
8.0
Form builder
Agiloft Flexible Service Desk Suite
OpenText MBPM
6.5
Model execution
Agiloft Flexible Service Desk Suite
OpenText MBPM
6.5

Collaboration

Agiloft Flexible Service Desk Suite
OpenText MBPM
6.5
Social collaboration tools
Agiloft Flexible Service Desk Suite
OpenText MBPM
6.5

Content Management Capabilties

Agiloft Flexible Service Desk Suite
OpenText MBPM
6.0
Content management
Agiloft Flexible Service Desk Suite
OpenText MBPM
6.0

Pros

  • Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
  • Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
  • Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
  • Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.
Robert Kaplan profile photo
  • Rapid Development: Metastorm is designed to allow developers to quickly build (or change) workflows. Business Logic, rules and regulations change quickly in today's world and being agile about software changes keeps users productive and engaged.
  • Customization: While Metastorm provides many pre-built controls useful during rapid development cycles, it also provides a rich .NET framework which can be used to customize the experience. This provides a nice balance between ease of development and detailed customization.
  • Flexibility: I've evaluated many workflow solutions, and most are restrictive in form design or branching options. Metastorm closely approaches a true state machine architecture allowing for complex workflows and rich user interfaces.
Eden Mack profile photo

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
  • The Metastorm process engine is based on an older version of .NET. Updating to a newer version would resolve several known issues with .NET email functionality.
  • Metastorm builds web pages at run time. While the UI presented to the end user is fine, the Document Object Model is convoluted and subject to change with new releases. Providing a more simplified DOM or at very least a custom function to replace document.getElementById() would make client-side scripting a much more powerful tool.
  • One function that I've seen Metastorm competitors do well, is email wizards. Having a WYSIWYG email editor would be really nice.
Eden Mack profile photo

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
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

We were looking for a product in which all our employees could utilize successfully. We did not want our staff to be intimidated by a product too difficult use.
Lanetta Ashley profile photo
We found that OpenText MBPM held its own quite well against IBM BPM. We ended up choosing OpenText MBPM due to the analytics, complex routing, and the ease of SOA service integration. Furthermore, the ability to quickly develop simple User interfaces make this tool a daily component of our most-used toolbox components.
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
  • Positive: Able to provide scalability from capabilities to processes and applications for each business domains that allowed decommission of legacy unused applications and to eliminate waste and overhead cost.
Harish Rajput 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