What users are saying about
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 9.1 out of 101
44 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 6.9 out of 101

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson 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
9.5
Remedyforce
6.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Remedyforce
6.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Remedyforce
5.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
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
7.8
Remedyforce
8.0
Expert directory
Agiloft Flexible Service Desk Suite
Remedyforce
5.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Remedyforce
6.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
Remedyforce
7.3
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
Remedyforce
8.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Remedyforce
6.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Remedyforce
8.0

Change management

Agiloft Flexible Service Desk Suite
9.9
Remedyforce
7.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
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

Agiloft Flexible Service Desk Suite

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo

Remedyforce

  • 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

Agiloft Flexible Service Desk Suite

  • Feasible Training Opportunitied
Lanetta Ashley profile photo

Remedyforce

  • The biggest issue was the integration with Rally software that caused some redundancies for release management, QA and the developers.
Mary Roberts profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo

Remedyforce

Remedyforce 7.5
Based on 4 answers
I am not the decision maker on renewal of RemedyForce .. what I would say is on renewal I would really try to force the vendor to address the lack of multi-incident closure.
Gerald Talton profile photo

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

Remedyforce

No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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

Remedyforce

Remedyforce 8.0
Based on 1 answer
They care about your success.
Phil Medina profile photo

Implementation

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

Remedyforce

Remedyforce 7.0
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

Agiloft Flexible Service Desk Suite

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo

Remedyforce

Harsha Karkhenhalli profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • 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

Remedyforce

  • Higher quality metrics of user, team, and department performance.
  • Faster response times for escalation management.
  • Proactively aided us in identifying issues with products. We were able to reach out to the client to acknowledge known issues and keep them better informed.
Rich Beliveau 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

Add comparison