Agiloft Service Desk Suite and IBM SmartCloud Control Desk compete in the IT service management market. Agiloft seems to have the upper hand in pricing and customer support, while IBM is preferred for its superior functionality.
Features: Agiloft Service Desk Suite offers customizable workflow automation, intuitive configuration capabilities, and seamless integration with third-party applications. IBM SmartCloud Control Desk is geared towards IT asset management, automated service management, and change management.
Ease of Deployment and Customer Service: Agiloft Service Desk Suite provides a straightforward deployment process with strong customer support. IBM SmartCloud Control Desk requires more resources and time for deployment but offers extensive support for implementation challenges.
Pricing and ROI: Agiloft Service Desk Suite is appreciated for its cost-effectiveness and quicker ROI with lower setup costs. IBM SmartCloud Control Desk has higher initial costs but offers significant long-term ROI through extensive features.
| Product | Mindshare (%) |
|---|---|
| IBM SmartCloud Control Desk | 1.2% |
| Agiloft Service Desk Suite | 0.6% |
| Other | 98.2% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Large Enterprise | 3 |
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
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