What users are saying about

Samanage

Top Rated
30 Ratings

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Samanage

Top Rated
30 Ratings
Score 8.7 out of 101

Add comparison

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

Samanage

I would say that from the licensing cost, a startup may find it challenging to acquire Samanage. But from some references I made, they work things out to try to adapt the pricing to any pocket. Of course every company has its limits, but I find that flexibility very good.For me, the key questions were related to how they managed the SLAs, if they have an API to use for integration (and if it has a limit of requests).
Sebastian Pereira profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Samanage
8.4
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Samanage
9.4
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Samanage
7.9
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Samanage
8.5
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Samanage
8.4
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Samanage
8.5
Expert directory
Agiloft Flexible Service Desk Suite
Samanage
8.1
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Samanage
8.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Samanage
8.4
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Samanage
8.6
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Samanage
7.8
Asset management dashboard
Agiloft Flexible Service Desk Suite
Samanage
8.7

Change management

Agiloft Flexible Service Desk Suite
9.8
Samanage
7.6
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Samanage
7.8
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Samanage
8.0
Change calendar
Agiloft Flexible Service Desk Suite
Samanage
7.0

Pros

  • Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
  • Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
  • Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
  • Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.
Robert Kaplan profile photo
  • Users can submit trouble tickets with drop down pick lists to make sure the ticket is properly routed to the right department and person after submission.
  • HR loves the automated workflow for onboarding and offboarding of employees, promotions, transfers, name changes and other HR functions save them time and trees.
  • With the Samanage agent installed on laptops we have the ability to ensure our people in the field are where they should be when they should be, and allows us to trace and find lost or missing equipment.
Eric Broz profile photo

Cons

  • Its feature set is so complete, we have yet to find it missing something that we needed.
  • I wish we could automatically transition our CRM from Salesforce into Agiloft
Max Henrion profile photo
  • We haven't worked much yet with the built in API code or Zapier. So not sure if we will run into any headaches connecting it to our current "helpdesk".
Steven Hiersche, Jr. profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
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
Samanage9.1
Based on 2 answers
No answer on this topic is available.

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
Samanage9.1
Based on 4 answers
Its always works and has never been down for us in 2 years!
Mark Murray profile photo

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.
No photo available
We selected Samanage over these two products because we found that the features of Samanage better fitted in with our needs. In particular, we found the prospect of integrated asset management very desirable, and to our knowledge the two alternative products do not have this functionality without buying a third-party product, which would result in us incurring additional cost on top of the cost for a service desk app.
No photo available

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
  • The asset management keeps track of our PC warranties via Lenovo automatically and has paid for itself after being able to look up the warranty information and having the pc serviced.
Renee Watts profile photo

Screenshots

Samanage

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

Agiloft Flexible Service Desk Suite More Information

Samanage

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

Samanage More Information