We performed a comparison between Agiloft Service Desk Suite, ServiceNow, and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"I have found the workflows and integration the most valuable in this solution."
"It has an excellent capability to integrate different access points."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"I have found that sorting and grouping functions are particularly useful."
"The solution is easy to use and easy to manage."
"The solution is very stable. It's reliable and efficient."
"It's easy to understand."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"The most valuable features are the inventory and personalization."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"Tickets by e-mail, with actions by hastag."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Service mapping could be less complicated."
"The scalability needs improvement."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"The solution should offer better security when it comes to storing data."
"Needs additional software titles and easier normalization."
"If you have advanced questions, technical support often doesn't know the answer."
"The setup was time-consuming and required a lot of internal resources."
"I would like to see a mobile version of ServiceNow."
"The GUI must be improved."
"Sometimes, it can be difficult to integrate what you need."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
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