Agiloft Service Desk (discontinued) vs. Ivanti Neurons for ITSM

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
Ivanti Neurons for ITSM
Score 9.4 out of 10
N/A
Ivanti Neurons for ITSM offers the flexibility to deploy in the cloud, on-premises or a hybrid combination. It replaces the Ivanti Service Manager, powered by Heat.N/A
Pricing
Agiloft Service Desk (discontinued)Ivanti Neurons for ITSM
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 Service Desk (discontinued)Ivanti Neurons for ITSM
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 Service Desk (discontinued)Ivanti Neurons for ITSM
Top Pros
Top Cons
Features
Agiloft Service Desk (discontinued)Ivanti Neurons for ITSM
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
Ivanti Neurons for ITSM
7.6
21 Ratings
8% below category average
Organize and prioritize service tickets10.02 Ratings8.021 Ratings
Service restoration10.02 Ratings8.417 Ratings
Self-service tools10.02 Ratings8.020 Ratings
Subscription-based notifications10.01 Ratings7.015 Ratings
ITSM reports and dashboards7.12 Ratings6.821 Ratings
Expert directory00 Ratings7.019 Ratings
ITSM collaboration and documentation00 Ratings8.020 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
Ivanti Neurons for ITSM
8.1
19 Ratings
2% below category average
Configuration mangement8.12 Ratings8.019 Ratings
Policy and contract enforcement10.02 Ratings8.414 Ratings
Asset management dashboard00 Ratings8.018 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
Ivanti Neurons for ITSM
8.8
18 Ratings
4% above category average
Change requests repository10.02 Ratings8.618 Ratings
Service-level management10.02 Ratings9.015 Ratings
Change calendar00 Ratings8.918 Ratings
Best Alternatives
Agiloft Service Desk (discontinued)Ivanti Neurons for ITSM
Small Businesses
NinjaOne
NinjaOne
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.2 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 9.4 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Agiloft Service Desk (discontinued)Ivanti Neurons for ITSM
Likelihood to Recommend
10.0
(12 ratings)
9.1
(22 ratings)
Likelihood to Renew
8.9
(9 ratings)
9.9
(4 ratings)
Usability
7.3
(2 ratings)
7.8
(7 ratings)
Availability
8.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(2 ratings)
9.0
(9 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.5
(3 ratings)
Professional Services
-
(0 ratings)
8.0
(3 ratings)
User Testimonials
Agiloft Service Desk (discontinued)Ivanti Neurons for ITSM
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.
Read full review
Ivanti
We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.
Read full review
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.
Read full review
Ivanti
  • Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
  • A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
  • There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
Read full review
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.
Read full review
Ivanti
  • Had a little trouble sending some files remotely a few times, but it could have been on our end.
  • The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
  • We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.
Read full review
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.
Read full review
Ivanti
We are fully committed to this system. After customizing it for the past 3 years we have no plans to change
Read full review
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.
Read full review
Ivanti
There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
Read full review
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.
Read full review
Ivanti
Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
Read full review
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.
Read full review
Ivanti
Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
Read full review
Contract Terms and Pricing Model
Discontinued Products
No answers on this topic
Ivanti
On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.
Read full review
Professional Services
Discontinued Products
No answers on this topic
Ivanti
There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
Read full review
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..
Read full review
Ivanti
  • In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
  • In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.
Read full review
ScreenShots

Agiloft Service Desk (discontinued) Screenshots

Screenshot of Screenshot of Screenshot of