Agiloft ITSM/ITIL Service Desk Suite Reviews

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9ac7dc52 c230 408f b33c 956fc8ba36ef avatar
Real User
Lead IT Manager at a tech services company with 1,001-5,000 employees
Oct 21 2016

What do you think of Agiloft ITSM/ITIL Service Desk Suite?

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....

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User Assessments By Topic About Agiloft ITSM/ITIL Service Desk Suite

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What is Agiloft ITSM/ITIL Service Desk Suite?

Flexible ITIL and ITSM Software

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Improve Consistency: Pre-built ITIL processes and integrated asset management guides IT staff through your preferred processes and ensure consistent service. Workflow automation tracks performance and proactively escalates issues before they become problems.

Gain Actionable Insights: Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Close Tickets Faster: The self-service portal with single sign-on empowers users while reducing the burden on your staff. Eliminate errors and duplication of effort with a centralized knowledgebase.

Features

End User Portal: With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Live Chat: Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Personalized Home Pages: Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Full Auditability: Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Efficient Resolutions: Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

Global Support: With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.


“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly


Get more information | Try it now | Request a demo


What Makes Us Different
  • Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
  • Available both as a hosted cloud solution and as an in-house deployment.
  • Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
  • One affordable price that includes all features and functionality. No hidden fees, no surprises.
Also known as
Agiloft IT Service Management
Agiloft ITSM/ITIL Service Desk Suite customers

Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group

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