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15 Ratings
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Score 8.8 out of 101
43 Ratings
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Score 7 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

It is ideal for managing a wide range of business processes from CRM to technical support. We use it for issue tracking and technical support. We also used it to create a highly structured knowledgebase with contributor content. It might be less appropriate for detailed quantitative modeling
Max Henrion profile photo

Remedyforce

Remedyforce is very well suited when you plan to use the suite of modules including Incidents, Problems, Change, and more. If you are looking to simply have a help desk tool, there may be other options at comparable prices.
Michael Stewart profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Remedyforce
6.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Remedyforce
6.1
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Remedyforce
5.1
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Remedyforce
7.9
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Remedyforce
6.1
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Remedyforce
8.0
Expert directory
Agiloft Flexible Service Desk Suite
Remedyforce
5.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Remedyforce
6.1

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Remedyforce
7.3
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Remedyforce
8.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Remedyforce
6.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Remedyforce
8.0

Change management

Agiloft Flexible Service Desk Suite
9.8
Remedyforce
7.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Remedyforce
7.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Remedyforce
7.0
Change calendar
Agiloft Flexible Service Desk Suite
Remedyforce
7.0

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
No photo available
  • The incident management object is very nice. It comes with some standard functions that help you get started. But the best part is it lets us customize how our business has chosen to work.
  • Change management can be a nightmare that no one wants to deal with. But BMC offers a solid solution here. We have created workflow, and rules that prevent certain actions and the ability to track ownership as well as risks and risk management.
  • The suite comes with some standard functions. I also develop in the Force.com platform. Since this utilizes Force.com it has opened up a great deal of opportunities for customization. We can and have created links and automated some functions that make business process more streamlined and easier for the client users not just for and staff users.
Phil Medina profile photo

Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
No photo available
  • A primary feature of Remedy that our support teams used frequently was a block closure .. where many incidents could be closed at once and the cost of incident closure could be amortized over 10's or 100's of incidents. The feature is missing from RemedyForce and desperately needed.
  • There are many "out of the box" triggers that don't appear to be configurable .. that might be an access issue .. however I find that I have to spend time finding ways around the default actions of the product to get it to do what I want.
Gerald Talton profile photo

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
Remedyforce7.5
Based on 4 answers
It has been a great relationship. We meet monthly with our success manager and work through current issues and try to plan ahead with future releases so as to avoid any roadblocks.
Phil Medina 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
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
Remedyforce8.0
Based on 1 answer
They care about your success.
Phil Medina profile photo

Implementation

No score
No answers yet
No answers on this topic
Remedyforce7.0
Based on 1 answer
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
Phil Medina profile photo

Alternatives Considered

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Remedy had proven unstable inside Mincom and the other proprietary solution KBox had proven to be rigid ... so RemedyForce was better at uptime and having global access than our previous solutions.
Gerald Talton profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • I think the positive impact is that it has forced our global business to consolidate on one ticketing solution. The two major development/management sites are Atlanta and Brisbane, Australia and by standardizing the monitoring integration with the back end being RemedyForce we have like cut down on the overall cost of maintaining duplicate in-house ticketing solutions.
Gerald Talton profile photo

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
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

Remedyforce

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Remedyforce Editions & Modules
Remedyforce
Edition
Pricing
60.001
1. per user, per month
Additional Pricing Details