What users are saying about

ServiceNow

Top Rated
224 Ratings

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

ServiceNow

Top Rated
224 Ratings
Score 7.8 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

ServiceNow

We found several scenarios where ServiceNow is slow. In regards to performance, I have sent tickets several times to our team to review the poor performance without any success. Our business requires quick action many times on issues and ServiceNow is not providing quick performance for our tasks.
Max Lewenhaupt profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
ServiceNow
8.4
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
9.2
Service restoration
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
8.3
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
ServiceNow
8.1
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
8.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
ServiceNow
7.8
Expert directory
Agiloft Flexible Service Desk Suite
ServiceNow
8.1
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
ServiceNow
8.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
ServiceNow
7.9
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
ServiceNow
8.2
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
ServiceNow
7.6
Asset management dashboard
Agiloft Flexible Service Desk Suite
ServiceNow
7.9

Change management

Agiloft Flexible Service Desk Suite
9.8
ServiceNow
9.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
ServiceNow
9.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
9.1
Change calendar
Agiloft Flexible Service Desk Suite
ServiceNow
8.9

Pros

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo
  • Easy tracking of individuals' input and time spent
  • Automated email updates on work items
  • Tight integration among components
Michael Sypes profile photo

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • Massive and at times confusing interface
  • Too many categories of items with seemingly arbitrary differences in functionality
  • Honing in on just what you need is difficult for a basic user
Michael Sypes profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
As we grow, we are able to activate additional modules for new functionality with little training time, adding to our existing knowledgebase and increasing our efficiency.
Steve Theroux profile photo
ServiceNow3.7
Based on 11 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
No photo available

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
ServiceNow2.6
Based on 6 answers
Some things are easy, while other things are hard
Michael Sypes profile photo

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
ServiceNow10.0
Based on 1 answer
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes profile photo

Performance

No score
No answers yet
No answers on this topic
ServiceNow9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes 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
ServiceNow7.0
Based on 3 answers
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
Lee Cullom profile photo

Online Training

No score
No answers yet
No answers on this topic
ServiceNow1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
No photo available

Implementation

No score
No answers yet
No answers on this topic
ServiceNow9.9
Based on 2 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins 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
I was not involved in the selection of ServiceNow. I am just an end user for this software. The other tools I have used were more directed toward project management, rather than issue tracking. At times, ServiceNow stacks up well, making it easy to address tasks assigned to me, communicate and collaborate with stake holders, and track time spent.On the other hand, I find the separate categories of items - incidents, tasks, projects, etc., to be overwhelming and unnecessary. As far as I'm concerned everything is "something I've got o do." I can automatically create change tasks for some, but not others, which makes little sense to me.
Michael Sypes profile photo

Scalability

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes 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
  • Centralized system for dealing with service issues
  • Makes change management easier
  • Project management tools aren't great for planning sessions
Michael Sypes profile photo

Screenshots

ServiceNow

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

ServiceNow

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