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Ivanti Service Manager

Ivanti Service Manager

3.8
(70 reviews)

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

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Ivanti Service Manager Reviews

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Ivanti Service Manager review by Daniel C.
Daniel C.
Validated Reviewer
Verified Current User
Review Source

"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 Service Manager review by Johanna M.
Johanna M.
Validated Reviewer
Review Source

"Ivanti Service Manager "

What do you like best?

At our company we use the Ivnati Service Manager for talent (employee) sick pay/leave. Reports are simple to submit. You enter employee ID number, how many hours requested and their pay rate. A must for any employer to have, specially staffing agencies as you can enter employee sick pay by company. Once submitted you receive an email with a confirmation. Talent is then paid for requested sick day. The system also lets you know how many hours a certain employee has available before even submitting the request form. Ivanti has other uses for example you can also use it for payroll, travel expenses, IT support services etc. Highly recommend to all employers!

What do you dislike?

I am actually very happy with it. Don't have any cons about the program. Simple to use and very helpful.

Recommendations to others considering the product

If you need a system to help with sick pay this one is definitely a great one!

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

Now we can easily go back and review anyone's sick pay by just looking at our service request.

What Service Desk solution do you use?

Thanks for letting us know!
Ivanti Service Manager review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Easy to use, easy to configure, robust product"

What do you like best?

Product is easy to use, easy to customize, easy to admin for. Once you teach staff how to interact with one workspace, the others are very easy to learn as they all have a similar look/feel. The out of the box product is very robust and is a viable product on its own before customization.

What do you dislike?

There are a few items I'd like to see enhanced for better functionality or increased security, but Ivanti hosts a forum for their customers to suggest and vote on enhancements. I feel reassured that they take suggestions from their customers seriously, so I look forward to seeing my suggestions implemented at some point in the future.

Recommendations to others considering the product

I recommend contacting Ivanti to set up a demo, and to request a trial.

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

With ISM, we've been able to integrate several systems into one tool, automate CI tracking, enhance the customer experience, see increased productivity from staff, provide easy to view reports and graphs for management, improve request visibility for all parties, eliminate messy email approvals, just to name some of the benefits.

Ivanti Service Manager review by Katelyn E.
Katelyn E.
Validated Reviewer
Verified Current User
Review Source

"Invati service manager, making ticketing process easier"

What do you like best?

The best part of Ivanti is the focus on the improvement of their product through customer input. I feel as though the company really puts their customers first when needing changes to the software through updates and focuses on a successful deployment of their product.

What do you dislike?

The initial learning curve I feel to use the product for our tech team is a little difficult. It is not as easy as opening and closing a ticket.

Recommendations to others considering the product

Great product, gets the job done

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

Service desk, help desk management. The ability to track change in ownership and other tools allow this product to be extremely useful in tracking tickets.

Ivanti Service Manager review by Carmela H.
Carmela H.
Validated Reviewer
Verified Current User
Review Source

"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.

Ivanti Service Manager review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Powerful tool, lots to cover"

What do you like best?

The application allows us to create and manager incidents for our service desk and report on all facets of operations.

What do you dislike?

Reporting is lacking. We export and complete reports in Excel. There is an extraction tool that can be purchased separately if you have an onpremise server or have a local replica

Recommendations to others considering the product

There are many things to setup and there is an abundance of online help and a wonderful community. The CSR's will help with almost every question you have.

Take your time and review documents and ensure you understand how it all connects.

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

We are using the Self Service module to help push approvals with out the Service Desk having to hunt for approval. This has helped drop our average resolution time by almost 16 hours

Ivanti Service Manager review by Jason K.
Jason K.
Validated Reviewer
Verified Current User
Review Source

"Very flexible without being difficult to implement"

What do you like best?

We really enjoy the speed and flexibility. We can tie a lot of different systems into Service Desk. The customer support and community are great for Service Desk and Ivant's professional services always knocks it out of the park.

What do you dislike?

It can be difficult to decide on the single best course of action since there are so many ways to solve each problem.

Recommendations to others considering the product

Implementation is vast but once its configured and running there isn't much that is needed. Assign the right staff and plan a staggered implementation if needed.

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

Incidents, Change Management, New Hire Onboarding, Terminations and Asset Management. Keeping all this in one location.

Ivanti Service Manager review by Lance T.
Lance T.
Validated Reviewer
Verified Current User
Review Source

"Flexible ITSM solution that allows for customization, integration and reporting."

What do you like best?

It is process driven and customizable. While there are 15 Pink Certified processes out-of-box, we had the ability to develop very customized processes and forms that aligned with our business where needed and maintain ITIL-like processes as well. I also like that we can integration with other systems.

What do you dislike?

We had a bumpy road to implementation. This was not due to the product itself. The lack of expertise in-house, misunderstanding on the requirements, and the availability of our vendor and Ivanti caused significant frustration and delays.

Recommendations to others considering the product

Clearly define and communicate your requirements to your implementation vendor and have a detailed rollout plan before purchase.

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

Project, request and knowledge management are currently implemented. Incident, problem, change and change management as well as SLA and service catalog will be deployed in the coming months. We are also looking at implementing a number HR and Travel related processes into them mix. Finally, we are working on integrating with other systems such as Data Visualization and ERP.

Ivanti Service Manager review by John B.
John B.
Validated Reviewer
Verified Current User
Review Source

"It's worth it"

What do you like best?

The integration of multiple products into a single platform which simplifies the process for us and as a result for our users.

What do you dislike?

It takes a lot of time, effort and expertise to design these workflows. It's not as intuitive as one would like, but once you set it up the way you want, the results are worth it.

Recommendations to others considering the product

Even if you're starting out with a single product such as Service Desk or EndPoint, the ability to expand as your company expand is invaluable. That alone is worth taking a dive and purchasing Ivanti Service Desk.

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

LanDesk is one of the few platforms that integrate Asset Manager, EndPoint and Service Desk together. It has built-in ITIL workflows that help one of our main focus - 1st contact resolutions. In addition, it has workflows that support knowledge management and change management both of what is important for us when working in a University that address students, faculty and staff (on campus or off campus).

Ivanti Service Manager review by Steve M.
Steve M.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Easy to configure"

What do you like best?

The whole system can be configured to look and act as we want. We don't have to changes our processes to fit the tool. We configure the tool to follow our processes.

What do you dislike?

The chat feature is internally focused. Works well for team communication, but I'd prefer Skype for communication with end users.

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

Support for equipment used by many people; desktop support; deskside support; integrations with other systems to exchange status update information

Ivanti Service Manager review by Administrator in Restaurants
Administrator in Restaurants
Validated Reviewer
Review Source

"Good Product"

What do you like best?

the biggest plus is we don't need to install desktop client, like the old version required. Playing with SQL and ODBC settings is a thing of the past.

The ability to access the portal from anywhere in the world is great.

What do you dislike?

Ivanti Support can be better. Dealing with Tier1 support and going back and forth is tiring at times.

Recommendations to others considering the product

In my opinion the most difficult part is getting a handle on the Categories. Take the time and clean up your categories prior to implementing HEAT. our categories were out of hand prior to moving and we imported them right in and it was more of a mess

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

Ability to track issues and monitor the amount of time it takes to resolve certain issue. We can use metrics to help us staff our Help Desk by viewing trends on ticket frequency. We're able to track chronic issues and flag those to be address and looked at on a deeper level

Ivanti Service Manager review by Motaz A.
Motaz A.
Validated Reviewer
Verified Current User
Review Source

"Best Service Desk Software"

What do you like best?

We like the flexibility and variety of options that can be implemented. It can cover almost all workflows that may be needed in any organization.

What do you dislike?

Sometimes it may be a bit complicated to achieve a required configuration. I don't actually call this as something that I dislike but I heard this couple of times during my system implementations.

Recommendations to others considering the product

If you need to automate any workflow, I suggest going for Ivanti Service Desk.

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

Incident Management, Change Management, Knowledge Management, Contract Management, Asset Management, Request Management, Project Management and Problem Management.

Ivanti Service Manager review by Aamir K.
Aamir K.
Validated Reviewer
Verified Current User
Review Source

"Good Service, Quite convinced"

What do you like best?

Their remoting programming is really on point, I loved having the capacity to draw on the screen of the client to outline/bring up things to the client.

Can do a ton of customization, for an expense. On the off chance that you pick the right VAR, with a learned Professional Services group, you can make this item do nearly anything. We initially conveyed it as a ticketing framework for Incidents and Requests. We plan to convey Problem and Change Management, this year.. We utilize Pangea as our VAR and I would HIGHLY prescribe them.

What do you dislike?

The first con with this module is, it might be needless excess for littler associations - Self Service not accessible standalone and it does exclude social interfaces.

Backing is better than average yet ordinarily you need to sit tight for a SP discharge to get things settled. Each time we do a move up to the item we need to utilize PS time. You truly need a devoted Admin for this item. We don't and it appears. On the off chance that we had one we would utilize less cash on PS and this individual could be an item master and get things working the way we need.

Recommendations to others considering the product

LANDesk offer a great deal of expert administrations, however the period of time taken to tweak implies little, incremental esteem however costly and long (time-wise) executions.

I would suggest other people who are thinking about LANDesk on the grounds that with this module they can take after the same IT forms fixing to SLAs as though clients were bringing in. What's more, offer a predictable bolster encounter paying little respect to the course to the administration work area.

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

The remoting programming was the best part about Landesk, the main things that was great about Landesk.

Administration Desk is basically a procedure administrator. We assembled a procedure of Incidents, Request, New Hires and Departing representatives. Some procedures are extremely convoluted and when it's manufactured right, it deals with these procedures exceptionally well.

Ivanti Service Manager review by Nadeem K.
Nadeem K.
Validated Reviewer
Verified Current User
Review Source

"Best organizing and prioritizing module"

What do you like best?

What i liked most about LANDesk, it is very easy to use. The second thing what i like in LANDesk is the capability to modify as per my needs plus its look and feel. By using LANDesk i don't worry anymore about organizing and prioritizing service tickets.

What do you dislike?

As far the software has performed it can have better reprting module and after its out of the box CTIs it should include more.

And the other con with this module is, it may be overkill for smaller organisations - Self Service not available standalone and it does not include social interfaces.

Recommendations to others considering the product

I would recommend others who are considering LANDesk because with this mocule they can follow the same IT processes tied to SLAs as if users were calling in. And offer a consistent support experience regardless of the route to the service desk.

And it is easy to access from anywhere through an app from the Apple App Store for iOS, through Google Play for Android mobile devices, or through a responsive web app.

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

I was using LANDesk to log and track issues, search knowledge to help myself, reset passwords, and collaboration through IT social discussion.

With this module i could see and request the services i am entitled to.

Ivanti Service Manager review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"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 Service Manager review by User in International Affairs
User in International Affairs
Validated Reviewer
Verified Current User
Review Source

"Mediocre IT Service Desk ticketing system"

What do you like best?

The system does its job when if you only need a user to log a ticket, track and process it. Our CIO kept assuring us that LANDesk was a powerful system with lots of options but at our operational level we didn’t see anything extraordinary.

What do you dislike?

The look and feel is horrible. It’s not intuitive and new analysts require training.

Customers’ interface is ugly. At the beginning many people in our organization were extremelyreluctant to use the LANDesk self-service portal because they simply disliked it.

There is no text formatting option. When we need to explain complex matters to our customers, paragraphs, bold, italic, screenshots etc. can be very helpful. This is not possible in LANDesk! For such tickets we just have to send separate emails.

Reporting was the probably worst part. There are some queries but they are cumbersome to build and run. At the end we solved the problem extracting data and using a Business Intelligence tools outside LANDesk.

To the best of my knowledge, our CIO requested help from LANDesk to improve the system and expand LANDesk functionalities from IT Service Desk to other administrative services. The outcome was rather disappointing and currently we are running a tender for a new case tracking system to replace LANDesk.

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

Before the implementation of LANDesk Service Desk was dealing with emails. LANDesk helped to categorize cases, organize queues and ensure that requests for services and incidents are tracked and followed up. But in retrospect, we should have opted for a different solution.

Ivanti Service Manager review by Brian D.
Brian D.
Validated Reviewer
Verified Current User
Review Source

"Powerful Service Desk Experience"

What do you like best?

Clean and simple to use. Very customizable. Automatic Service Request's are awesome! Very stable system.

What do you dislike?

Can be overwhelming at first. There is lots to learn, take time to adjust to the new software.

Recommendations to others considering the product

Check it out !

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

Faster, more accurate ticket creation. Ease of use for end users, not entering their own tickets more often

Ivanti Service Manager review by Administrator in Aviation & Aerospace
Administrator in Aviation & Aerospace
Validated Reviewer
Verified Current User
Review Source

"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 Service Manager review by Administrator in Government Administration
Administrator in Government Administration
Validated Reviewer
Verified Current User
Review Source

"Great Sevice Desk Software"

What do you like best?

We like the flexibility and options the software provides. Your imagination seems to be the limit.

What do you dislike?

I'm not sure I would it a dislike so to speak. The difficulty with the software is that it is complicated and labor intensive to configure. The implementation person we received when we contracted with Pangea to implement our software was inexperienced and we did not get the implementation that we were expecting. So our system isn't at the place we were hoping it would be by this time.

Recommendations to others considering the product

I would reccomend to other considering. It is very flexible and robust. They are frequently adding new features.

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

It allows our Help Desk to have a complete view of tickets and issues that come from our support of 10,000 users. Analytics of all the tickets processed and how we can help our end users better. Self Service allows more efficient use of the Help Desk's time to deal with problems and not logging all the incoming issues.

Ivanti Service Manager review by Administrator in Building Materials
Administrator in Building Materials
Validated Reviewer
Verified Current User
Review Source

"Strong Engine the rest is left up to you."

What do you like best?

The Landesk Service Desk engine is incredibly powerful and most anything can be done (if you find the right professional services provider and you have the money).

What do you dislike?

The tool comes with broken processes out of the box. You MUST engage a professional services vendor to setup the tool for you. Integrating with other LANDESK tools (i.e. LDMS) relies on coding and DB work instead of a simple integration. Database architecture makes it very difficult to pull reporting from different areas of the tool in a single query (i.e. Incident, Request, Task).

Since mid-last year Ivanti seems more interested in acquiring new companies and selling these additional tools rather than helping clients realize value out of existing purchase. Account management in Canada has been abysmal since a change in Account Manager. Our account is severely at risk and Ivanti doesn't seem to notice.

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

Incident, Request, Change, Problem, Asset Management, Knowledge Management.

Ivanti Service Manager review by Administrator in Utilities
Administrator in Utilities
Validated Reviewer
Verified Current User
Review Source

"Solid"

What do you like best?

This software just runs. This software has been in place a little over 5 years, and there have been 4 issues, each originating outside the system. For example, the Exchange server had an issue requiring a reboot to re-establish the notification service. I've used other products with another company and this has been by far the best.

What do you dislike?

Getting hard copies of the manuals, so my issue isn't with the software itself.

Recommendations to others considering the product

The software is solid: it runs with little intervention. In the little over 5 years we've been using Service Desk, I've had 4 issues, and they were the result of issues outside of the software, such as our network admin changed database password without notifying me, or the Exchange server had an issue and needed to be rebooted.

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

Documenting issues, follow up by any of our agents when a client calls for information, and gathering knowledge.

Ivanti Service Manager review by Jennifer B.
Jennifer B.
Validated Reviewer
Review Source

"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 Service Manager review by Frank D.
Frank D.
Validated Reviewer
Verified Current User
Review Source

"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.

Ivanti Service Manager review by Administrator in Research
Administrator in Research
Validated Reviewer
Verified Current User
Review Source

"Great Product and depolyment in the cloud was quick and easy"

What do you like best?

Having chosen the cloud its gave us fact access to the tool with patching and up time managed by Ivanti direct.

What do you dislike?

Lack of reporting built within the tool, ivanti do offer another tool with free licences but if you are a cloud user you need another instance to run the reports from, this should be included in the base price.

Recommendations to others considering the product

Make sure your department is ready from a maturity level e.g ITIL etc

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

Migration of multiple ITSM tools into one.

Ivanti Service Manager review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"LANDesk, not even twice"

What do you like best?

Their remoting software is actually on point, I liked being able to draw on the screen of the user to illustrate/point out things to the user.

What do you dislike?

Where to begin.

The imaging system was a huge mess. It took one of our team members months to get it semi working, and he had to practically write a book on how to do it. Support was non existent.

The ticketing system is terrible, weird UI design choices that are static make it very hard to create an easy user experience. Responding to tickets is an arduous experience. There is no obvious way to users on how to update a ticket with additional information after it has been submitted, but before the technician has replied.

Recommendations to others considering the product

Consider Kace instead, consider anything else instead.

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

The remoting software was the best part about Landesk, the only things that was good about Landesk.

Ivanti Service Manager review by Matt O.
Matt O.
Validated Reviewer
Verified Current User
Review Source

"ITSM Made Easy"

What do you like best?

The Ivanti Service Desk platform is easy to use and manage. You can easily create forms and workflows to meet your business needs. It offers an easy to use interface for end users that makes logical sense.

What do you dislike?

Their are some functions of the product that are clunky or need upgrades. The interface is good but could be more powerful. Ivanti support needs improvement

Recommendations to others considering the product

Great product, highly recommend

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

We are using Ivanti for Incident, Request, Problem, and Change Management as well as an initial CMDB. The goal is for the product to be the platform for all IT Service Requests for us.

Ivanti Service Manager review by Librado R.
Librado R.
Validated Reviewer
Verified Current User
Review Source

"Ivanti Service Desk is a great tool."

What do you like best?

I like how easy it is to create an Incident and to see your workload.

What do you dislike?

I dislike that you can't upload an image in the resolution after you closing the ticket.

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

I work in Helpdesk and we solve all kind of problems we run into in the company.

Ivanti Service Manager review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Review of Ivanti Service Manager"

What do you like best?

Ease of Administration / Maintenance which allowed us to reduce the time to market significantly.

What do you dislike?

The Release cycles are not consistent and is often moved to different dates, which makes it difficult to plan for upgrades.

Recommendations to others considering the product

Truely understand your business need/requirement before considering solutions.

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

Change Management, Incident Management & Problem Management, which enabled us to have a more holistic view over pro-active and re-active Incident Management.

Ivanti Service Manager review by Andy B.
Andy B.
Validated Reviewer
Verified Current User
Review Source

"Highly Customizable and integrates with other LANDesk products."

What do you like best?

Can do a lot of customization, for a cost. If you pick the right VAR, with a knowledgeable Professional Services team, you can make this product do almost anything. We first deployed it as a ticketing system for Incidents and Requests. We plan to deploy Problem and Change Management, this year.. We use Pangea as our VAR and I would HIGHLY recommend them.

If you plan to use multiple LANDesk products, ask about their TUMS licensing. This works well for our needs.

What do you dislike?

Support is decent but many times you have to wait for a SP release to get things fixed. Every time we do an upgrade to the product we have to use PS time. You really need to have a dedicated Admin for this product. We don't and it shows. If we had one we would use less money on PS and this person could be a product expert and get things working the way we want.

It's not a cloud solution, or our version is not. Therefore we own all the maintenance.

Recommendations to others considering the product

If you plan to use LDMS, hire a full time Admin for the 2 products.

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

Service Desk is essentially a process manager. We built a process of Incidents, Request, New Hires and Departing employees. Some processes are very complicated and when it's built right, it manages these processes very well.

Ivanti Service Manager review by Administrator
Administrator
Validated Reviewer
Review Source

"Simple, powerful service managment"

What do you like best?

Service Manager is an easy to use yet powerful tool that allows for qick customization and modification. Most of the functionality is "good-to-go" right out of the box. Modules include incidents, service requests, problem, change and knowledge. There are more but this is a great strating place for an initial launch. Customizable workflows are simple drag and drop but allow for fast and efficient automation.

What do you dislike?

Ivanti has 2 major releases per year. My experiece has been that anything that I've viewed as an "opportunity for improvement" was addressed within one of the major releases.

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

Improved self service. More efficient service requests. Decreased handeling times. Increased customer satisfaction.

Ivanti Service Manager review by Cory S.
Cory S.
Validated Reviewer
Verified Current User
Review Source

"FrontRange HEAT - Incident Management for all corners of I.T."

What do you like best?

HEAT provides several tools for incident management that link together to easily locate information. Being able to track inventory to individual Incident Reports allows us to see a device's service history and to whom it belonged at that time.

What do you dislike?

Default user interface is cumbersome, but is customizable for a company's needs.

Recommendations to others considering the product

Cloud usage is the way to go when setting up the software in a business.

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

We use HEAT as a means of tracking incidents as well as new equipment requests, change requests, and other alerts. Having our solution in the cloud also allows us to access it from anywhere.

Ivanti Service Manager review by Brandon H.
Brandon H.
Validated Reviewer
Verified Current User
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"Front Range"

What do you like best?

You can create templates for tickets that occur frequently.

What do you dislike?

Sometimes the updates aren't very good. For example, a recent update set the default view to 10 tickets. I work with a team of people and would like to see all of the tickets that are waiting for resolution. We had to change the view each time we logged in.

Recommendations to others considering the product

Very good product

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

We can change our role for what we need. So I can create a ticket as a desk analyst and also as self-service. This allows me to create tickets for other departments to handle.

Ivanti Service Manager review by Thomas S.
Thomas S.
Validated Reviewer
Review Source

"Happy Campers using Service Manager"

What do you like best?

The ability of individual customized dashboards

What do you dislike?

Integration with other Ivanti products, Ivanti is growing so fast it is hard to keep up with all of the product changes.

Recommendations to others considering the product

There is so much out of the box it is amazing

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

the ability to have customized SLA agreements based on departmental needs, the ability to work on the product in house saving cost.

Ivanti Service Manager review by User in Semiconductors
User in Semiconductors
Validated Reviewer
Verified Current User
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"Landesk Review"

What do you like best?

This according to me is the best software for rolling out new software distributions and patches to employees internally. I love the snooze feature of this tool due to which I have seen fewer complaints from employees regarding interruptions to the normal work flow,

What do you dislike?

Sometimes re-deploying some patches becomes a hassle since the efficiency comes down in these cases.

Recommendations to others considering the product

It is a pretty wonderful software for deploying new distributions and patches.

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

This is mostly used internally in order to keep the software and distributions of the employees up to date. Rolling out the latest software through LANDesk has helped a lot by bring down the software vulnerabilities.

Ivanti Service Manager review by David M.
David M.
Validated Reviewer
Review Source

"Difficult to use for analysts"

What do you like best?

For front end users, the interface is nice, point and click.

What do you dislike?

For the analysts or anyone who actually handles tickets, then the interface is difficult to use and limited functionality. There is no way to filter tickets, view all tickets in a nice excel-like way, and navigation is hardly functional.

Recommendations to others considering the product

Go to heat - ignore this product

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

Tracking of tickets

Ivanti Service Manager review by Executive Sponsor in Retail
Executive Sponsor in Retail
Validated Reviewer
Review Source

"A good tool for IT Service management - not a "one size fits all" solution "

What do you like best?

Good tool for recording, categorizing & tracking help desk tickets for desk top / client services type requests and issues.

What do you dislike?

It can be used for applications support as well, yet very often the ability to categorize and manage these types of tickets / requests are limited if you are trying to mirror your support organization.

Recommendations to others considering the product

Make sure you do your due diligence & find the right solution that "fits" your IT organization.

If you are going to ultimately include both Desktop & Client services along with Applications areas, make sure ALL have a seat at the table during the selection and implementation process.

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

Put in place a tool that helps manage IT requests & issues from a broad range of users and applications.

Ivanti Service Manager review by Ross M.
Ross M.
Validated Reviewer
Review Source

"Pros and cons, a Hobbits tale"

What do you like best?

Creating forms is stupid simple. Drag and drop, easy to customize.

What do you dislike?

Finding anything in the admin console is a mess. Workflow creation

Recommendations to others considering the product

Spend a good deal of time in first stage development.

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

Building an ITIL Service Management solution for our IT Team. When everything is configured correctly, it should be almost seamless transition

Ivanti Service Manager review by Administrator in Government Administration
Administrator in Government Administration
Validated Reviewer
Verified Current User
Review Source

"Wonderful possibilities"

What do you like best?

The customizability of the forms, Business Objects and user experience really makes this a fun and productive solution.

What do you dislike?

Beyond a certain point, the Help is very limited and there is no comprehensive source to the code syntax for writing complex procedures behind the scenes.

Recommendations to others considering the product

We have been very happy with the service and the product.

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

We are still configuring our product, but we will be implementing Change Management, Incident Management and Request Fulfillment this year.

Ivanti Service Manager review by Jessica O.
Jessica O.
Validated Reviewer
Review Source

"The product is versitile."

What do you like best?

The ability to use it throughout the whole organization. It is not just an IT product but can be used by all departments.

What do you dislike?

I dont really have anything I dislike. The product is good.

Recommendations to others considering the product

The Service and Support you receive is steller

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

Phone call deflection and avoidance.

Ivanti Service Manager review by Arthur C.
Arthur C.
Validated Reviewer
Review Source

"basic but works great"

What do you like best?

For the user it is very easy to learn and use. For the admin it takes a lot of work up front but works great

What do you dislike?

the console you hve to jump to many different modules to set up 1 item

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

Self service ticketing and IS requests for software and access.

Ivanti Service Manager review by Nazrul Mizuar A.
Nazrul Mizuar A.
Validated Reviewer
Verified Current User
Review Source

"Good application for not complicated flow"

What do you like best?

Simple, easy to understand and fast on using the application

What do you dislike?

Not enough functionality for complicated flow example multiple approval or group approval

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

Because we have more then 10 thousand worker then the application become slower, with LANDesk slower not become in issue

Ivanti Service Manager review by Internal Consultant in Information Technology and Services
Internal Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"HEAT works well for us"

What do you like best?

Simplicity and internal workflow/notifications

What do you dislike?

Configuring a new ticket view is not as intuitive as I would like.

Recommendations to others considering the product

Give it a try, very stable and efficient.

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

We decided to implement a centralized Help Desk in our company and HEAT was the system we selected.

Ivanti Service Manager review by Administrator in Education Management
Administrator in Education Management
Validated Reviewer
Verified Current User
Review Source

"Prepare for a long and complex implementation"

What do you like best?

Integration with existing LANDesk products. Strong community.

What do you dislike?

Amount of resources required to set up and configure. Time, personnel, cost of consultancy services or all of the above.

Recommendations to others considering the product

Large uplift for configuration and difficult to manage. Steep learning curve for customization. Administrator needs 6 months to a year to become comfortable with the software, and at least another 12 months to be able to effectively configure and customize. LANDesk sell a lot of professional services, but the length of time taken to customize means small, incremental value though expensive and long (time-wise) implementations.

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

The need for a robust and ITIL-based Service Management solution. Benefits have been greater adherence to ITIL good practise, as well as increased ability to report on multiple aspects of a service desk performance.

Ivanti Service Manager review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Great functionality, high overhead"

What do you like best?

Can customize to fit needs, able to expand into business processes not typically part of Service Desk. Very flexible to grant access to different roles across enterprise.

What do you dislike?

Reporting is SSRS dependent, required redesign of SQL deployment to grant remote staff access to reporting. implementation and configuration requires high overhead, labor intensive and need for external expertise.

Recommendations to others considering the product

After the recent acquisitions, I would make sure you understand the company roadmap. Make sure you know the implementation cost and ongoing cost of customizing and configuring software. (both time and money)

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

Sharing information across different departments, accelerating business processes for ordering and communications.

Ivanti Service Manager review by Justin L.
Justin L.
Validated Reviewer
Review Source

"I currently use this software for my ticketing system"

What do you like best?

The user interface is very easy. It is very customizable and allows others to make their home screens look the way they want. I would recommend this product to anyone in need of a ticketing system.

What do you dislike?

It does not work well in all different types of browsers and version. It should have more freedom with that aspect. Also, theme's should be an option. The white gets very taxing on the eyes.

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

great ticketing system for our 14000+ user base

Ivanti Service Manager review by Clayton B.
Clayton B.
Validated Reviewer
Review Source

"ivanti Service Manager solution"

What do you like best?

THis product allows for automation in any process within our organization. As we build automation solutions other areas get excited about the possibilities to help them automate.

What do you dislike?

Ad Hoc reporting - but this is coming out soon in a new release.

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

Automation and workflows, unified IT solutions

Ivanti Service Manager review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Effective Managment Software Suite"

What do you like best?

When I was using LANDesk, it was a very effective managment tool. We used it for software patch managment, software deployment, remote control, and software license monitoring. I also used it for some policy based delivery of certain applications. The agency I was with also purchased a TAM so if there was something that was not working correctly, the engineer could remote in and assist in remediating the problem (gold star there).

What do you dislike?

The issues I ran into with LANDesk software itself, was due to the infrastructure of the agency I was in. The slower the network is, the harder it was to get reliable software scans and patches deployed to the satellite offices. If your looking to manage all of the nodes in a single building, the LANDesk software would fit many of your needs. If not you will probably have to ratchet down the delivery methods (and LANDesk can monitor bandwidth in its delivery methods).

Recommendations to others considering the product

The investment of a TAM (for large agencies/corporations) was an invaluable addition to LANDesk itself. It was a big relief on the few occassions when unexpected issues arose. It IS pricey, but very much worth it if you ae in a 24/7/365 support business model.

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

When I was using the software, we acutally made the software scans go to a usb thumb drive instead of a server to get updated configurations to a fleet of vehicles. That worked for quite a long time, especially taking into account the age of the server and PC's it was controlling.

Ivanti Service Manager review by Thomas S.
Thomas S.
Validated Reviewer
Review Source

"Heat Service Desk"

What do you like best?

The ease of use is not taking a full time admin due the ability to use.

What do you dislike?

I would like to see more api intergrations.

Recommendations to others considering the product

Go the online version as it is the future

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

We use the product to track inciedents.

Ivanti Service Manager review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
Validated Reviewer
Review Source

"Great product for system administrators "

What do you like best?

How easy it is to look up Client systems, Also the way you navigate multi screens is nice. The program allows you switch back on forth rather quickly which is nice when you're working on multiple things on one users computers.

I also like the system information the program provides.

What do you dislike?

The refresh time is a little to fast. It will make you log into again if you do not enter your users system ID fast enough.

I would also like to be able to stay logged into the program and not get logged out after a certain time. Once they remedy that it will be more of solid program.

Recommendations to others considering the product

I would recommend this to other I.T professionals and administrators.

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

I am installing software and running malware scans and virus scans. I am able to add printers remotely and also gather user and system information when building reports.

Ivanti Service Manager review by User in Real Estate
User in Real Estate
Validated Reviewer
Review Source

"FrontRange"

What do you like best?

FrontRange is an excellent addition to the in-house CRM software my company uses. FrontRange is beneficial for items that do not require immediate attention. It is very user-friendly and is the preferred method to open IT tickets.

What do you dislike?

Not many noteable dislikes. Only suggestion I have is that the search function the way I have seen it setup only searches by title and not in depth into the iT ticket I'm looking to place. For example if I am trying to find the correct softwaire/hardware request form to request Lync typing in Lync will pull results even though it is a internal form selection.

Recommendations to others considering the product

It is well organized and effective for all users. Absolutely a user friendly platform that contains high level detail that is often needed.

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

My company uses it for IT tickets. The benefit I like is that it tracks completion amounts so you always have an idea of the progress of a submitted IT ticker.

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