Agiloft Service Desk Suite vs. IBM SmartCloud Control Desk

As of June 2019, Agiloft Service Desk Suite is ranked 11th in Help Desk Software with 1 review vs IBM SmartCloud Control Desk which is ranked 15th in Help Desk Software with 1 review. The top reviewer of Agiloft Service Desk Suite writes "Our customer service and productivity have increased in quality and quantity since using this product". The top reviewer of IBM SmartCloud Control Desk writes "Helps standardize our workflow, track client tickets, and it's very flexible". Agiloft Service Desk Suite is most compared with . IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Desk and BMC Helix Remedy.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: May 2019.
346,641 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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The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us.

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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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It could use more facility or flexibility for reporting, and business intelligence in the tool.

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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
11th
out of 44 in Help Desk Software
Views
1,311
Comparisons
73
Reviews
1
Average Words per Review
486
Avg. Rating
10.0
15th
out of 44 in Help Desk Software
Views
2,273
Comparisons
1,025
Reviews
1
Average Words per Review
335
Avg. Rating
9.0
Top Comparisons
Also Known As
SmartCloud Control Desk
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Agiloft
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IBM
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


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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.
IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
Offer
Learn more about Agiloft Service Desk Suite
Learn more about IBM SmartCloud Control Desk
Sample Customers
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS TechnologiesSt Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: May 2019.
346,641 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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