15 Ratings
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Score 8.9 out of 101
30 Ratings
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Score 8.1 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.
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Symantec Client Management Suite

Whenever you have computers that aren't easily accessible or you have a big site to cover (or multi location), Symantec Client Management Suite (CMS) is really great to manage all your computers, if it's for installation, software, licenses or even status. Setting up all you need from CMS can take some time, especially when you're in a multi-location site. We had to ask the Symantec engineers to help us a couple of times and set things up because even if we followed the documentation, it wasn't an easy task. But at least, the Symantec engineers are people that know what they do and they're really efficient at it.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
Symantec Client Management Suite
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Symantec Client Management Suite
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Symantec Client Management Suite
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
Symantec Client Management Suite
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Symantec Client Management Suite
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.0
Symantec Client Management Suite

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Symantec Client Management Suite
Configuration mangement
Agiloft Flexible Service Desk Suite
8.7
Symantec Client Management Suite
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Symantec Client Management Suite

Change management

Agiloft Flexible Service Desk Suite
9.8
Symantec Client Management Suite
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
Symantec Client Management Suite
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Symantec Client Management Suite

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • The best part is it provides you with the full view of your client life cycle of devices, along with the integration of other Symantec products like endpoint security.
  • Creating an audit report and keeping it in a single dashboard is also easy. UI is simple.
  • One of the best benefits of this tool is you can install it enterprise-wide along with onsite employees.
  • Symantec is having great customer support.
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Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • With Symantec, setting permission sets is difficult. The very vast product takes time to learn.
  • The UI can be more intuitive and match the new market. It looks 90's.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo
Symantec Client Management Suite9.1
Based on 1 answer
So far so good - no major issues with that technology.
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
No score
No answers yet
No answers on this topic

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
Symantec Client Management Suite9.1
Based on 1 answer
I am providing this rating as high because I am given great support when issue arrises. Symantec is prompt about contacting me and working through the issue until it has been resolved. If the issue is not resolved it's escalated and I am given a estimated time when the issue should be resolved.
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Alternatives Considered

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
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Although there are other tools that can be utilized I don't believe those tools are as robust as Symantec Management Platform. The Symantec Management Platform was chosen because of the value it returns internally and for our customers. You can pull just about any data element from an endpoint and provide detailed reports or great graphs for the C-Level
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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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  • As a hosting provider we are able to provide a low cost solution to multiple customers with different needs.
  • Symantec Client Management Suite allows us to manage several platforms and allows our customers to focus on growing their business while we take care of their IT Assets.
Jason Iloff profile photo

Screenshots

Symantec Client Management Suite

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

Symantec Client Management Suite

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