Agiloft ITSM ITIL Service Desk Suite OverviewUNIXBusinessApplication

Buyer's Guide

Download the IT Service Management (ITSM) Buyer's Guide including reviews and more. Updated: November 2022

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.


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.

Agiloft ITSM ITIL Service Desk Suite was previously known as Agiloft ITSM/ITIL Service Desk Suite, 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

Agiloft ITSM ITIL Service Desk Suite Video

Archived Agiloft ITSM ITIL Service Desk Suite Reviews (more than two years old)

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PeerSpot user
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.

What is most valuable?

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

How has it helped my organization?

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

What needs improvement?

The GUI looks a little dated.

For how long have I used the solution?

2 years

Buyer's Guide
IT Service Management (ITSM)
November 2022
Find out what your peers are saying about Agiloft, ServiceNow, BMC and others in IT Service Management (ITSM). Updated: November 2022.
653,757 professionals have used our research since 2012.

What was my experience with deployment of the solution?

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

What do I think about the scalability of the solution?

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.

How are customer service and support?

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.
PeerSpot user