March 24, 2014

Agiloft Flexible Service Desk Suite Review: "Agiloft provides Flexibility, Performance, Reliability, and strong Professional Services. They are eager and effective Partners."

Robert Kaplan

Vice-President of Applications

Shorenstein Realty Services, LLPReal Estate, 201-500 employees

Score 10 out of 10

Vetted Review

Verified User

Modules Used
Enterprise Help Desk and Enterprise Service Desk

Use Cases and Deployment Scope

Agiloft is being used across the organization for 1) Tracking defects, issues, or questions about application/product issues, 2) Making and processing service requests, 3) Making and processing Application Configuration requests.

Pros and Cons

Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.

We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.

Return on Investment

Nobody likes filling out "tickets." Before Agiloft we had great difficulty getting users to comply. This resulted in 1) ineffective tracking (too many e-mail and phone call reports). With the user's strong adoption of our Agiloft platform we have achieved efficiency in handling our user's issues and requests. This has resulted in 1) fewer "lost" or :delayed" requests and has assisted our business in meeting their process objectives in a timely manner.

Alternatives Considered

Salesforce.com

As I have said I have been an Agiloft user for 10 years. We are also Salesforce users, but we have made a clear separation between CRM and Help/Service management.

Likelihood to Renew

You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.

Likelihood to Recommend

As I said we have used primarily for Issue, Service, and Application Configuration tracking. Agiloft is equally well suited to all of these areas and with their ITIL model you get the best possible design for approaching these problems.