15 Ratings
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Score 8.8 out of 101
4 Ratings
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Score 4.5 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 IT Service Management Suite

It is helpful when someone wants to reassign issues and delegate tasks to other co-workers. However, it is not a good place for documentation because it is difficult to navigate older issue tickets. This is my personal experience with RightNow, an Oracle application used to manage our incident reports and project tracking documents
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Oracle IT Service Management Suite
6.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Oracle IT Service Management Suite
5.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Oracle IT Service Management Suite
6.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Oracle IT Service Management Suite
8.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Oracle IT Service Management Suite
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Oracle IT Service Management Suite
Expert directory
Agiloft Flexible Service Desk Suite
Oracle IT Service Management Suite
8.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Oracle IT Service Management Suite
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Oracle IT Service Management Suite
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Oracle IT Service Management Suite

Change management

Agiloft Flexible Service Desk Suite
9.8
Oracle IT Service Management Suite
6.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Oracle IT Service Management Suite
7.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Oracle IT Service Management Suite
7.0
Change calendar
Agiloft Flexible Service Desk Suite
Oracle IT Service Management Suite
4.0

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • It kept a log of all our issue tickets going back many years.
  • Oracle made it easy to collaborate on issue tickets and work with my team members.
  • It offered a number of features for formatting and inserting images and links, to make our issue tickets resemble an email.
  • Oracle helped our department to delegate issue tickets and monitor each other's projects.
No photo available

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • The search function was very poor, which made it difficult to find our issue tickets in RightNow.
  • The Reply feature was kind of messy at times, it was difficult to find out who originally sent in tickets and reply all to people.
  • It could have looked a bit sleeker, it looked somewhat outdated in the RightNow function.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
No photo available
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

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
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No answers on this topic

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available
  • It was helpful because it was our only system for organizing incident reports, and it was where I worked 70% of the time to correspond with our customers.
  • The interface was sometimes time-consuming to use, and I wondered if there would have been a more streamlined program to use. It made our work seem slow at times.
  • This program did provide us with a back-log of all of our issues, so it was important for us to use to in order to find repeated incident reports.
No photo available

Screenshots

Oracle IT Service Management Suite

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 IT Service Management Suite

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