Ivanti Service Manager, powered by HEAT

(25)
3.8 out of 5 stars

Comprehensive set of service and lifecycle products designed to improve service levels and productivity, deliver standardization and align IT.

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Showing 25 Ivanti HEAT reviews
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Ivanti HEAT review by <span>Daniel C.</span>
Daniel C.
Validated Reviewer
Verified Current User
Organic
Reviewed On

Great Tool. A bit overwhelming

What do you like best?

The customization capacities of the tool. There was a few things that our company really needed and there were not in the system. It was not too hard to create and add them to the tool.

The automation part for Service Requests, is not hard to control and pretty powerful.

What do you dislike?

The visual design tool. I feel too constrained when trying to design the forms, I would like something more flexible (the ability to use our own CSS would be a big plus)

Recommendations to others considering the product

It is easy to administer, but not "anyone can do it" as they like to say, a bit of programming knowledge (or at least programmer mindset) will make big difference.

What business problems are you solving with the product? What benefits have you realized?

Better ticketing control, the previous tool was just to open/close tickets, now we actually manage the workflow in between.

Also the asset management part. We had one asset manager who had everything figured out, but in her own way! No it is more standardized and everyone can help with it.

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Ivanti HEAT review by <span>Carmela H.</span>
Carmela H.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Ivanti Service Manager helps Service Desk

What do you like best?

The best thing I like about Ivanti Service Manager is that it allows me to create and track tickets easily. It's customizable to fit our organizations needs.

What do you dislike?

What I dislike is not about the product itself, but rather with the frequent transitioning we as customers have to go through whenever the product is purchased by another larger company.

Recommendations to others considering the product

The product can be really useful. When implementing the product make sure to trust the consultants that have been assigned to your project. Decide early on whether you want to go with HEAT on premise or HEAT Cloud.

What business problems are you solving with the product? What benefits have you realized?

The business problems that we are solving with Ivanti Service Manager is the ability to move from incident to problem to change management seemlessly.

What Service Desk solution do you use?

Thanks for letting us know!
Ivanti HEAT review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Invitation from G2 Crowd
Reviewed On

Ivanti -

What do you like best?

The UI and the level of detail information on the successful signon depends on the roles assigned like the Service Desk analyst/User.

On both the perspective it is really good. As a User - Very less information needs to be collected. But as a Service desk analyst many mnay more fields will come up for a detailed tracking of the incidents/Service request. The more positive thing about it is , it will get integrated with the same credentials as your network Id as in the Office 365

What do you dislike?

The search part should have been more convinient. Need to give an option to open the incidents/service requests without searching for it. Also the filters needs to be more clearly defined

Recommendations to others considering the product

This is really a very good tool. If this is implemented enterprise wide then this will really be a great tool to use. More good part is that it will get integrated with office 365 login so this will be really good feature too.

What business problems are you solving with the product? What benefits have you realized?

The requests coming in any emails are put across on to Ivanti. This helped a lot for the ease of tracking and even it gave the transperency of the work allocated. This gives more ease of resolving issues

Ivanti HEAT review by Administrator in Aviation & Aerospace
Administrator in Aviation & Aerospace
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

My daily driver and bread and butter

What do you like best?

A lightweight system that is able to get tickets out of SQL and is also malleable enough to bend to our ever-changing needs, HEAT has been the core of IT here at my company for many years, and I as its Administrator, It's so versatible I learn things about it more and more each day!

What do you dislike?

When a network connection goes down, it completely shuts down the program, because the client is so thin. This is difficult for me, because my PC goes to sleep after 15 minutes and shuts down the connections, why must HEAT quit?

Recommendations to others considering the product

Different from others, this program is so modular it's difficult to see what it really CAN'T do rather than what it can, try it yourself and see, it's worth it!

What business problems are you solving with the product? What benefits have you realized?

Users are well informed, there are surveys that are given out, and the technicians are happy they know what tickets they are responsible for, it's really a great system!

Ivanti HEAT review by <span>Jennifer B.</span>
Jennifer B.
Validated Reviewer
G2 Gives Campaign
Reviewed On

ISM - Administrator Friendly

What do you like best?

The ability to customize forms and workflows easily and in a hurry if needed. Many different ways to automate and add connectors to other applications.

What do you dislike?

Would like to see more detailed help files. How to and suggestions on other ways to design and implement vs standard.

Recommendations to others considering the product

Great tool! Easy for end users to use and easy for administrator to administer. Lot of pieces to the ISM tool including Ivanti Voice and Ivanti Extraction.

What business problems are you solving with the product? What benefits have you realized?

more automation means more time saved by IT and end users

Ivanti HEAT review by <span>Frank D.</span>
Frank D.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

HEAT Frontrange is full featured but GUI needs work

What do you like best?

It interfaces well with SSO and has numerous options and customization possibilities.

What do you dislike?

The interface is difficult to understand at times and for a novice IT professional, can be challenging. The non-IT self serve portal is very challenging to use but this may be due partly to local customization and operational needs.

Recommendations to others considering the product

Make sure internal support staff are well versed in its specifications and limitations. Do not cut corners on training internal support staff.

What business problems are you solving with the product? What benefits have you realized?

The ability of the application to grow along with an expanding enterprise, and its web/cloud architecture allows for excellent scalability and accessibility. Responsiveness hinges greatly on the organizations IT backbone and I/O, as well as browser versions. Certain versions of Internet Explorer are incompatible and this can be a problem for certain organizations.

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Kate from G2 Crowd

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