15 Ratings
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Score 9.1 out of 101
47 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

ServiceDesk Plus

Any kind of IT management should use this tool since is easy to use and it has good value for its price. Large Companies that have many IT groups with many services to administrate are well suited. Large companies that have several branches can benefit from this kind of software as it is multi-portal.
Miguel Nuñez profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
ServiceDesk Plus
7.7
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
ServiceDesk Plus
8.3
Service restoration
Agiloft Flexible Service Desk Suite
10.0
ServiceDesk Plus
7.7
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
ServiceDesk Plus
7.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ServiceDesk Plus
7.8
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
ServiceDesk Plus
7.9
Expert directory
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
7.5
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
7.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
ServiceDesk Plus
7.8
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
ServiceDesk Plus
8.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
ServiceDesk Plus
7.7
Asset management dashboard
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
7.7

Change management

Agiloft Flexible Service Desk Suite
9.9
ServiceDesk Plus
7.9
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
ServiceDesk Plus
7.3
Service-level management
Agiloft Flexible Service Desk Suite
10.0
ServiceDesk Plus
8.7
Change calendar
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
7.6

Pros

Agiloft Flexible Service Desk Suite

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo

ServiceDesk Plus

  • Meeting SLAs which help us better serve our customers
  • Manage tickets from when they are opened by customers up until they are resolved
  • Helps in streamlining the change management process
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • Feasible Training Opportunitied
Lanetta Ashley profile photo

ServiceDesk Plus

  • They now have the ability to track your time on a ticket, but not being able to see what tickets you have timers running on is a disadvantage. I've had ticket timers running for days before I knew they were running.
  • The interface sometimes hangs when trying to add time
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

ServiceDesk Plus

ServiceDesk Plus 6.0
Based on 1 answer
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
No photo available

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

ServiceDesk Plus

ServiceDesk Plus 6.2
Based on 2 answers
Did not require intense installation effort or a large investment in technician or agent training. Day to day operations are intuitive and simple.
Norman Chambers profile photo

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

ServiceDesk Plus

ServiceDesk Plus 10.0
Based on 1 answer
Easy to contact, most serious issues resolved very quickly.
Norman Chambers profile photo

Alternatives Considered

Agiloft Flexible Service Desk Suite

We were looking for a product in which all our employees could utilize successfully. We did not want our staff to be intimidated by a product too difficult use.
Lanetta Ashley profile photo

ServiceDesk Plus

We use JIRA and Spiceworks in different departments in our company, but neither had the features we were looking for when it comes to end user facing help desk solutions. JIRA is great for our coding/development teams but it doesn't have the ease of use that service desk plus has. Spiceworks is pretty decent but doesn't have all the features that service desk plus has. It really is in the middleground with great features and ease of use.
Randy Munroe 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

ServiceDesk Plus

  • Anything entered (tickets, changes, projects) is tracked
  • Tough to get meaningful reports out
  • Incidents or Service Requests are documented
Jason Dupuis profile photo

Screenshots

ServiceDesk Plus

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

ServiceDesk Plus

General

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

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