Agiloft Service Desk (discontinued) vs. GLPI

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.

GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.

Incentivized

• Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
• Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
• Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
• Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.

• Tickering
• Inventory
• FAQ

Incentivized

• They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
• I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.

• Lack of auto update mechanism.
• Admin interface is somewhat dated.

Incentivized

We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.

For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.

We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.

Incentivized

We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.

Agiloft's singular advantage is its ease of customization that allows you to capture automation requirements right at the point of use. We knew our company would always be developing new requirements for its customer-facing processes and any tool that made customization difficult was an inferior choice for us. Other vendors offered similar levels of customization, but when we dug deeper, Agiloft was the only one that delivered it. Our management team came from the IT and development side of NetSuite and we have used it to manage our business almost since inception. However, its support, marketing, and sales functionality was too difficult to modify and built to meet too broad a set of requirements, so we could never get full adoption or utilization, and it stood in the way of delivering the service levels we needed to provide our customers. We still use NetSuite for back-of-the-house financial functions which don't need that level of customization, but for everything else, the way forward has led us to choose Agiloft.

We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.

Incentivized

• Helps us organize tasks and projects and the data associated with each project
• Helps us organize our resources to meet the demand of issues and events
• This has helped us keep moving forward during times we otherwise would have pulled back.
• Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..

• No cost upfront apart from hosting
• Extensive plugin catalogue to add new features without any cost
• No maintenance cost unless you need support.

Incentivized