Agiloft Service Desk (discontinued) vs. HaloITSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprise companies (1,001+ employees)
Agiloft's Flexible Service Desk Suite included an Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and ITIL/ITSM capability. The product is no longer available.
$65
per month
HaloITSM
Score 9.0 out of 10
Enterprise companies (1,001+ employees)
HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. Boasting over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps. The vendor describes the following five differentiators: 1.…
$49
per month per user
Pricing
Agiloft Service Desk (discontinued)HaloITSM
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
On Premise
$49
per month per user
Cloud
$49
per month per user
Offerings
Pricing Offerings
Agiloft Service Desk (discontinued)HaloITSM
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredOptional
Additional DetailsThere is 15% discount for all charities, educational institutions and non-profit organisations.
More Pricing Information
Features
Agiloft Service Desk (discontinued)HaloITSM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Agiloft Service Desk (discontinued)
9.4
2 Ratings
13% above category average
HaloITSM
8.4
12 Ratings
2% above category average
Organize and prioritize service tickets10.02 Ratings8.612 Ratings
Service restoration10.02 Ratings8.77 Ratings
Self-service tools10.02 Ratings8.611 Ratings
Subscription-based notifications10.01 Ratings8.612 Ratings
ITSM reports and dashboards7.12 Ratings7.712 Ratings
Expert directory00 Ratings8.58 Ratings
ITSM collaboration and documentation00 Ratings8.39 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Agiloft Service Desk (discontinued)
9.0
2 Ratings
9% above category average
HaloITSM
7.9
10 Ratings
4% below category average
Configuration mangement8.12 Ratings8.07 Ratings
Policy and contract enforcement10.02 Ratings8.05 Ratings
Asset management dashboard00 Ratings7.77 Ratings
Change management
Comparison of Change management features of Product A and Product B
Agiloft Service Desk (discontinued)
10.0
2 Ratings
17% above category average
HaloITSM
8.8
9 Ratings
5% above category average
Change requests repository10.02 Ratings8.79 Ratings
Service-level management10.02 Ratings9.08 Ratings
Change calendar00 Ratings8.77 Ratings
Best Alternatives
Agiloft Service Desk (discontinued)HaloITSM
Small Businesses
NinjaOne
NinjaOne
Score 9.3 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.3 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Agiloft Service Desk (discontinued)HaloITSM
Likelihood to Recommend
10.0
(12 ratings)
9.0
(12 ratings)
Likelihood to Renew
8.9
(9 ratings)
-
(0 ratings)
Usability
7.3
(2 ratings)
9.1
(1 ratings)
Availability
8.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(2 ratings)
8.2
(1 ratings)
User Testimonials
Agiloft Service Desk (discontinued)HaloITSM
Likelihood to Recommend
Discontinued Products
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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Halo Service Solutions
If you want a value for money full system, which you could use out of the box then this is the one for you. If you want a system that can take care of tasks then this is the one for you. [HaloITSM] is easily scalable with very competitive pricing. New features are added regularly based on best practices and customer requirements.
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Pros
Discontinued Products
  • 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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Halo Service Solutions
  • The Self Service Portal is very easy to configure and the end-users have commented on how easy it is to log and manage their own calls.
  • Asset and User Management works very well and it is simple to link them to tickets. Looking up ticket history for particular Users or Assets is also very useful.
  • The ability [to] use different ticket types and templates is fantastic. The added ability to merge and clone tickets is also a great benefit.
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Cons
Discontinued Products
  • 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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Halo Service Solutions
  • Support for M365 \ Power Platform, Power Bi reporting in particular
  • Feel the asset management side of the product is not as good as the ticket management
  • Support is excellent but maybe an old school user forum where other admins can share and discuss ideas
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Likelihood to Renew
Discontinued Products
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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Halo Service Solutions
No answers on this topic
Usability
Discontinued Products
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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Halo Service Solutions
Its simple and intuitiuve - requires minimal training to get people in and working at speed
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Support Rating
Discontinued Products
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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Halo Service Solutions
I've made overall positive experiences with the Halo support. The only thing to increase would be some follow ups on feature requests. If someone would reach out to me, telling me wheter or not my feature request will be considered in future updates or not.
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Alternatives Considered
Discontinued Products
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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Halo Service Solutions
HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered all of these.
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Return on Investment
Discontinued Products
  • 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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Halo Service Solutions
  • It enabled us to allow our Service Desk Staff to work from home during COVID and this has continued ever since.
  • We have halved our average resolution time.
  • Some of the automation processes, when implemented alongside the MS Power Platform, have saved approximately 30 hours a month. This includes times when customers were unable to access the system until they had been trained. This is now automated via Halo and they get sent to on-demand training, instead of waiting up to 3 weeks for the next scheduled session.
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ScreenShots

Agiloft Service Desk (discontinued) Screenshots

Screenshot of Screenshot of Screenshot of

HaloITSM Screenshots

Screenshot of Halo ITSMScreenshot of Asset ManagementScreenshot of Incident ManagementScreenshot of Service CatalogueScreenshot of Change Control