What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Remedyforce

41 Ratings
Score 7.2 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

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
8.3
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
8.9
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
7.1
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Remedyforce
7.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Remedyforce
7.1
Change calendar
Agiloft Flexible Service Desk Suite
Remedyforce
7.1

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
Michael Stewart profile photo

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • Cost aggregation in service catalogue for bundled catalogue items
  • Search option in Incident module for the ease of logging incidents when multiple services are in use
  • Option for the end user to reopen incidents or requests
Harsha Karkhenhalli 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
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

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
No photo available
Harsha Karkhenhalli profile photo

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
  • Streamlines IT processes through the adoption of Remedyforce task module within service requests and change requests
Harsha Karkhenhalli 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