What users are saying about

ServiceNow

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Top Rated
232 Ratings
15 Ratings
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Score 8.8 out of 101

ServiceNow

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Top Rated
232 Ratings
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Score 7.9 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

ServiceNow is great for IT service management in which you can capture customer incidents and implement a great change process. All of these processes aim to make your internal structure more efficient and easy. However, when it comes to managing customers on top of performing your daily internal processes, ServiceNow lacks that full 360 view of how handling customers can affect your internal processes and vice versa.
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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
9.1
Service restoration
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
8.5
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
ServiceNow
8.4
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
8.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
ServiceNow
8.0
Expert directory
Agiloft Flexible Service Desk Suite
ServiceNow
7.9
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
ServiceNow
8.4

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
ServiceNow
7.9
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
ServiceNow
8.2
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
ServiceNow
7.5
Asset management dashboard
Agiloft Flexible Service Desk Suite
ServiceNow
8.0

Change management

Agiloft Flexible Service Desk Suite
9.8
ServiceNow
8.9
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
ServiceNow
8.8
Service-level management
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
9.0
Change calendar
Agiloft Flexible Service Desk Suite
ServiceNow
8.7

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
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  • Easily customizable forms and tables and easy to create field dependencies.
  • Great user interface which allows agents to customized lists, favorites, bookmarks, and their dashboard.
  • Great filtering options for list views and record views
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Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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  • Implementation is still the domain of major consulting companies. This requires large budget projects. It would be good to develop an education and certification program to reduce the need for major integration companies.
  • Maybe confusing at the beginning, too many fields, too much information. Is there a way to start simple and grow?
  • Pay attention to overpromising. The company has great marketing material, great sales people, making it seem to be the tool for all IT needs, but the road may be long and costly.
  • ServiceNow could be a very good enterprise-wide platform but you need to prepare for significant integration and be ready to adopt standard processes.
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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
ServiceNow3.6
Based on 11 answers
If was my choice [a long] time ago this software would be gone for good.
Max Lewenhaupt 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
ServiceNow2.6
Based on 6 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt 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.
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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

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
ServiceNow is much better than Salesforce Service Cloud and it has more functionality and better ways to manage incidents and problems as compared to the competition. Oracle Service Cloud comes close but I will recommend ServiceNow unless you are an Oracle shop. If you lots of other Oracle product then connectivity with Service cloud can be better and they talk the same language.
Shalindra Singh 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

  • 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.
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  • Reduced the amount of maintenance we were performing in house monthly with our on prem Peoplesoft Window.
  • Reduced application downtime, which resulted in callcenter agents re-entering ticket information.
  • Increased visibility of problematic recurring issues with specific CIs.
No photo available

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