Compare Agiloft Service Desk Suite vs. CA Service Desk Manager

Agiloft Service Desk Suite is ranked 9th in Help Desk Software with 1 review while CA Service Desk Manager is ranked 2nd in Help Desk Software with 24 reviews. Agiloft Service Desk Suite is rated 10.0, while CA Service Desk Manager is rated 7.8. The top reviewer of Agiloft Service Desk Suite writes "Our customer service and productivity have increased in quality and quantity since using this product". On the other hand, the top reviewer of CA Service Desk Manager writes "It has helped us to organize a lot of our assets". Agiloft Service Desk Suite is most compared with , whereas CA Service Desk Manager is most compared with ServiceNow, CA Cloud Service Management and JIRA Service Desk.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: November 2019.
378,397 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
Our customer service and productivity have increased in quality and quantity since using this product.

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XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.It helps when you have an incident or performing a problem change management process.We can search open and closed cases to find what we have done in other incidents.Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.

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Cons
We have found the documentation a bit confusing at times. This area could use some improvement.

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Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.The monitoring tool is in need of improvement.The interface for the users is a bit old-fashioned and not user-friendly.We would like the CMDB to be populated automatically. At the moment, everything is manually created.We would like more information about all the configurations that we have on our infrastructure side.Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.

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Pricing and Cost Advice
Agiloft has by far the best entry point for both cost and learning curve.After about six months, we started making a return on our investment at more than 300%.

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Ranking
9th
out of 44 in Help Desk Software
Views
240
Comparisons
63
Reviews
1
Average Words per Review
486
Avg. Rating
10.0
2nd
out of 44 in Help Desk Software
Views
4,255
Comparisons
1,811
Reviews
25
Average Words per Review
561
Avg. Rating
7.8
Top Comparisons
Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
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Agiloft
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CA (A Broadcom Company)
Overview
Top rated by analysts and users

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

What we can do for you

Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.

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

Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.

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.

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.

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.

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

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

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.

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

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Learn more about Agiloft Service Desk Suite
Learn more about CA Service Desk Manager
Sample Customers
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS TechnologiesBanco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Top Industries
No Data Available
REVIEWERS
Healthcare Company29%
Financial Services Firm20%
Government8%
Pharma/Biotech Company4%
VISITORS READING REVIEWS
Software R&D Company20%
Insurance Company12%
Transportation Company12%
Comms Service Provider12%
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: November 2019.
378,397 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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