What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Oracle BPEL

70 Ratings
Score 7.4 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

Oracle BPEL

We found it to be most useful when developing workflows based on several disparate applications. Our end user reporting was, frankly, disorganized and there was no apparent logic system to how the process ought to function. As we had made the move to adopt Oracle and its suite of programs as our standard, it made cross functionality/integration very easy for our IT development team as well.
Joseph R. Sweeney profile photo

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Oracle BPEL
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Oracle BPEL
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Oracle BPEL

Change management

Agiloft Flexible Service Desk Suite
9.8
Oracle BPEL
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Oracle BPEL
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Oracle BPEL

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
No photo available
  • Very user friendly and easy to use. The drop and drop feature makes it a breeze to create different system operations.
  • Integration with other Oracle applications is a cinch and the visibility into IT is also very accessible.
  • Much faster development time, especially when writing a process from scratch.
Joseph R. Sweeney profile photo

Cons

  • They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
  • I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.
Michael Canino profile photo
  • We used cross reference tables frequently at my company which is currently not supported through Oracle BPEL. Adding this functionality would be very beneficial.
Joseph R. Sweeney 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
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
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
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Alternatives Considered

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
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No answers on this topic

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.
No photo available
  • Reporting time decreased in many cases by up to several hours as much of what we had been doing was manual or time consuming.
  • Reports themselves were faster based on the application processes we developed as well as the end user retrieval of said reports.
Joseph R. Sweeney profile photo

Screenshots

Oracle BPEL

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

Oracle BPEL

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