Agiloft ITSM/ITIL Service Desk Suite Review

We use it for handling requests. It has reduced the IT staff required.


Valuable Features:

Handling requests
- Technical service requests: hardware, software not working
- Account requests: new/modify account requests to various systems
- Software requests: of all types from our staff
- IT related assets: hardware controlled by IT
- All types of technical abuse complaints: ie copyright
- Surveys about the follow-through of the staff to requests entered in the system

Improvements to My Organization:

We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests.

Room for Improvement:

The GUI looks a little dated.

Use of Solution:

2 years

Deployment Issues:

Deployment took about a month and everything went smoothly. I think the deployment was relatively quick because we knew what our requirements were.

Scalability Issues:

We didn't experience any issues with scalability but then again our license/user count has stayed pretty steady. We made a few additions to the system which were as easy as a phone call.

Customer Service:

The Agiloft staff are all first rate and extremely responsive. This is one of the best if not the best companies to deal with both in terms of responding to issues and being available to help us with modifications and additions to the system.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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