Agiloft Flexible Service Desk Suite vs. SymphonyAI IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprise companies (1,001+ employees)
Agiloft's Flexible Service Desk Suite includes the elements needed to manage a complex service desk: Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and complete ITIL/ITSM capability. According to the vendor, these fully integrated applications work together to form a single system of record for all of an organization’s IT service processes, for 360-degree visibility and control. The vendor says their solution is designed to adapt and scale to…
$65
per month
SymphonyAI IT Service Management
Score 8.0 out of 10
N/A
Symphony SummitAI, formerly the Summus IT Management Suite, is an ITSM and system monitoring offering from the company of the same name in Palo Alto.N/A
Pricing
Agiloft Flexible Service Desk SuiteSymphonyAI IT Service Management
Editions & Modules
Free Trial
$0
per license/per month
Professional
Contact sales team
Professional Extended
Contact sales team
Enterprise
Contact sales team
Enterprise Extended
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Agiloft Flexible Service Desk SuiteSymphonyAI IT Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Agiloft Flexible Service Desk SuiteSymphonyAI IT Service Management
Top Pros
Top Cons
Features
Agiloft Flexible Service Desk SuiteSymphonyAI IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Agiloft Flexible Service Desk Suite
9.4
2 Ratings
13% above category average
SymphonyAI IT Service Management
7.2
10 Ratings
13% below category average
Organize and prioritize service tickets10.02 Ratings8.110 Ratings
Service restoration10.02 Ratings6.89 Ratings
Self-service tools10.02 Ratings7.09 Ratings
Subscription-based notifications10.01 Ratings7.310 Ratings
ITSM reports and dashboards7.12 Ratings6.410 Ratings
Expert directory00 Ratings7.89 Ratings
ITSM collaboration and documentation00 Ratings7.310 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Agiloft Flexible Service Desk Suite
9.0
2 Ratings
9% above category average
SymphonyAI IT Service Management
7.7
10 Ratings
7% below category average
Configuration mangement8.12 Ratings7.710 Ratings
Policy and contract enforcement10.02 Ratings7.19 Ratings
Asset management dashboard00 Ratings8.110 Ratings
Change management
Comparison of Change management features of Product A and Product B
Agiloft Flexible Service Desk Suite
10.0
2 Ratings
17% above category average
SymphonyAI IT Service Management
8.0
10 Ratings
5% below category average
Change requests repository10.02 Ratings8.110 Ratings
Service-level management10.02 Ratings7.910 Ratings
Change calendar00 Ratings8.18 Ratings
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User Ratings
Agiloft Flexible Service Desk SuiteSymphonyAI IT Service Management
Likelihood to Recommend
10.0
(12 ratings)
8.0
(10 ratings)
Likelihood to Renew
8.9
(9 ratings)
9.0
(1 ratings)
Usability
7.3
(2 ratings)
-
(0 ratings)
Availability
8.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
Agiloft Flexible Service Desk SuiteSymphonyAI IT Service Management
Likelihood to Recommend
Agiloft
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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SymphonyAI IT Service Management
We use the IT asset management module to great extent, would like to explore the RFID based tracking of assets integrated with Summit ITAM. Would like service requests workflows to be made flexible enough to support any kind of requests and easily route based on criteria's defined. This help in easy approval and reduce the time take for fulfilling the request and adhere to SLA
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Pros
Agiloft
  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
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SymphonyAI IT Service Management
  • Network Incident to network inventory mapping and workflow management.
  • Priority, Severity wise SLA management.
  • Integration with other systems like CRM, EMS.
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Cons
Agiloft
  • 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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SymphonyAI IT Service Management
  • Some standard functionalities don't work.
  • We struggle to get optimum support from their support team.
  • Issues are not resolved within the SLAs.
  • Even escalating to higher authorities do not help.
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Likelihood to Renew
Agiloft
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
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SymphonyAI IT Service Management
The overall satisfaction is great and it offers great features. By expanding to using AI feature of Symphony Summit, we look forward to automate even ticket tracking and ticket resolution. The support provided by the symphony SummitAI team is also robust compared to industry standards and the team also conducts regular reviews to find out any dissatisfaction from the clients.
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Usability
Agiloft
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.
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SymphonyAI IT Service Management
No answers on this topic
Support Rating
Agiloft
We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.
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SymphonyAI IT Service Management
No answers on this topic
Alternatives Considered
Agiloft
Most of the other CRM software packages we evaluated were either too complicated or time
consuming to setup and customize, or they were too expensive, especially since many
of the companies charge additional fees for each additional module or function
you want to use.
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SymphonyAI IT Service Management
On the demo, we find the system is better than other app. this has better UI and the best workflow available, and the user can define or customize his own report. Users can add more fields in the app. you can define your own workflow .find more user-friendly than another app. user to raise SR/INCIDENT
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Return on Investment
Agiloft
  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
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SymphonyAI IT Service Management
  • Symphony Summit has helped us achieve some automation.
  • Asset management has improved slightly, but lot more was expected.
  • Their standard functionalities, which were promised in newer versions, are not working.
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ScreenShots

Agiloft Flexible Service Desk Suite Screenshots

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