SCSM and Agiloft Service Desk Suite are competing products in the IT service management field. Agiloft Service Desk Suite emerges as a superior solution due to its robust features and comprehensive service management capabilities.
Features: SCSM offers rich integration with Microsoft products, providing a familiar ecosystem for Microsoft users. It ensures an end-to-end service management approach. Agiloft Service Desk Suite boasts extensive customization and automation capabilities emphasizing efficiency and adaptability. Agiloft's features are broad, offering numerous service management solutions.
Ease Of Deployment and Customer Service: SCSM benefits from a deployment process integrated within the Microsoft infrastructure, familiar to many users. Agiloft Service Desk Suite provides flexible deployment options, such as cloud and on-premises models, combined with exceptional customer service. Agiloft's model adapts to various organizational needs with reliable support.
Pricing and ROI: SCSM involves lower initial costs, appealing for budget-conscious setups, yet Agiloft Service Desk Suite, despite a higher initial investment, shows significant long-term ROI benefits. Agiloft justifies its price with enhanced capabilities and potential savings over time.
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| Product | Market Share (%) |
|---|---|
| SCSM | 1.9% |
| Agiloft Service Desk Suite | 0.6% |
| Other | 97.5% |
| Company Size | Count |
|---|---|
| Small Business | 8 |
| Midsize Enterprise | 6 |
| Large Enterprise | 14 |
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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