Agile ITIL and IT Service Management Software

Agiloft won the InfoTech analyst award as the most innovative and Best Overall Value in mid-market service-desks. View the Report Summary, or register to download the Full Report. We have deployed for over 2.5 million named users at companies large and small and bring a decade of experience addressing the most complex service-desk requirements.

ITIL 3.0 (Information Technology Infrastructure Library) is about improving the quality of IT services. It is a set of guidelines and best practices published by the UK government that suggest how to improve efficiency, reduce failure, and improve customer service. These best practices, combined with our graphical workflow editor, adaptive business rules engine and comprehensive dashboards, yield a complete solution.

Our agile technology builds on the ITIL foundation by providing the flexibility to make it work for you. It slashes the deployment time because configuration changes are made using just the admin browser. So the costs, delays and uncertainty of custom programming are eliminated. We will provide you with a full ITIL system faster than any competing product and tailor it to your most exacting requirements. Once Agiloft is in production you'll continue to benefit because you can make changes and implement additional processes, without have to struggle with opaque and aging code.

"It is so adaptable that we easily added our own internal functions for IT Helpdesk, Accounting, and HR operations, all under one service portal"

Asmar Muhammad, Affinity Development Group

Whose ITIL? Yours or the Vendor's?

Any ITIL service desk should be able to map the complex relationships between assets (configuration items), people, and several kinds of requests. However, that is not enough. You need an ITIL implementation that adapts to your needs, rather than one that is hard-coded by the manufacturer.

Take the example of Services Requests and Incidents. Some companies may see Service Requests and Incidents as two sides of the same coin - allowing their end users to submit both kinds of record in a single interface/table, while using rules and workflow to allow for different process flows based on the type of issue being submitted. Other companies may want to separate these functions completely, holding Service Requests and Incidents in separate tables and managing them very differently.

Both of the above approaches may claim to be ITIL compliant, or even ITIL certified, though this is really a meaningless claim, since only individuals can be ITIL certified. But the bigger problem is that ITIL guidelines are not prescriptive. The ITIL documentation does not tell you how to construct a service catalogue or how you should implement the process of converting a service request into a problem or change request.

Therefore, ITIL software vendors have designed their systems to implement ITIL the way they think it should work. But your company may have different needs than the company next door, and many pre-configured ITIL products are not flexible enough to let you implement ITIL the way that is best for your company.

The ITIL Solution That Adapts To Your Requirements

While a vendor may provide an out-of-the-box structure that is a valid way of representing the ITIL framework, that structure may not work for your company. You need to ensure that you can easily configure the software to reflect the way you want to manage IT services.

This is where Agiloft beats the competition, because using our adaptive technology, it took us just a few weeks to develop our out-of-the-box ITIL structure. And it will take even less time to make any changes you want to fit the precise needs and preferences of your business.

This is only possible because we planned from the start to design a product with the full range of functionality needed to automate any complex business process, from ITIL to SOX, and from government compliance applications to CRM. The ideas that shape ITIL's best practices are fundamentally interwoven into our product.

Let Our Experience Save You Time and Money

Implementing any part of the ITIL guidelines involves making many decisions. Most people who have attended ITIL training class and become certified still do not have the tools and experience necessary to actually design an ITIL based implementation.

This is where our professional service team comes in. Our customers have repeatedly told us that one of the greatest benefits of choosing our product was the quality of advice and guidance provided by our professional services team.

We have been assisting customers with IT service management implementations for over ten years, and we have a large store of experience of what works and what doesn't. Our ITIL certified team members can help you find a sure path through the ITIL jungle so that you don't miss the forest for the trees.

The goal of ITIL should be to give you a more efficient, robust, and less failure-prone service system. Unfortunately, the reality is that ITIL done poorly results in a lot of burdensome processes that simply slow things down and make more work for your employees.

Our Recommended Implementation Process

We start from our robust, preconfigured ITIL template. We work with your team to understand your primary goals. Based on that understanding, we guide your team through the many structural and procedural decisions that must be made. Then we customize the application to implement those decisions. The result: a successful and efficient implementation.

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