Ivanti Service Manager

Ivanti Service Manager

3.9
(155)

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 review by Timothy D.
Timothy D.
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"Very powerful tool"

What do you like best?

The admin console gives a lot of flexibility and is very powerful. In the vast majority of scenarios, I can configure Ivanti to support our business process with business objects, rules, workflows and quick actions. The community is very helpful and provides a lot of great ideas and creative solutions. I am constantly finding out new ways to use the tools Ivanti provides.

What do you dislike?

User interface restrictions in Self Service Mobile -- cannot modify some of the form views (like Knowledge) and there are limitations on the kinds of workspaces that can be shown. The form editor can be clunky and produce inconsistent results. I've found myself having to recreate forms from scratch because it was easier than trying to make modifications.

Recommendations to others considering the product

As someone who works at a Service Desk, this tool is extremely useful. If you take the time to learn the tool, you can meet your business's needs.

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

Ivanti Service Managers has allowed us to move away from classic HEAT ticketing software, and to support new business processes with software. Ivanti has become a platform where many of our business and IT processes reside.

For example, we are currently working on using Ivanti Voice to:

1. create tickets from our voicemail system

2. allowing users to go through an automated password reset process.

Both of these features will help lower our call volume at the Service Desk, and will streamline processes (especially after hours).

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Ivanti Service Manager review by John T.
John T.
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"Started off Rough, But Finished Spectacular."

What do you like best?

The interfaces and the configuration, ease of use for the end user.

What do you dislike?

Lack of well written documentation. Step by Step how to documents are very much needed. Training is lacking as well. Make sure you don't do the generic SOW It is better to just purchase time and Make sure if you do on premise you get a Vendor Tech that has lots of experience.

Recommendations to others considering the product

Be realistic about time line. Management can set unrealistic goals for go live. Make sure you ask for a Vendor Tech that will help you through the install and setup. Take lots of notes ask lots of questions. Do a one week sessions split it up don't do it all in a row give yourself time to learn the product. Your time needs to be fully vested in this to do it justice. If you can't do that make sure you give yourself 6months at least to go live. We are doing it in 3 months and it is very rushed.

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

Our current/old system was Epicor ITSM. It was difficult to move around in and more then half of the 50 staff members did not use or used as little as possible. Never could get the web interface working in epicor. Figured that after engaging the vendor it would cost more in the time needed for the vendor to polish up the existing and add all the features that we got in ISM.

We are going live with ISM 2-25-2019 currently we are creating internal documentation and polishing up ISM. There are three tiers that you can purchase we started with the first tier. We will be adding the next two tiers toward the end of 2019. We utilized the vendor for 3 weeks of support. We should have purchase 4 weeks. We are looking at purchasing 1 more week in a month or so. We are getting the buy in from all the IT staff and I am sure our customers (hospital staff) will love the ease of use as well.

I would recommend this software to anyone that is looking to improve the customer service.

What Service Desk solution do you use?

Thanks for letting us know!
Ivanti Service Manager review by Jeff B.
Jeff B.
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"Customized, Automated and Well Supported"

What do you like best?

Our ability to customize almost all their products and the partnership that thrives for both sides. We love pushing the boundaries of what people think is 'Possible'.

What do you dislike?

Often buggy during development. This is mostly due to the customized part. The more customized you make the product to work for your company, the more likely you will spend time shaking out bugs during development.

Recommendations to others considering the product

ISM is a wonderful problem solving tool. They earned their reputation of being able to make what business's said were impossible, possible. Can't, isn't a word Ivanti uses often and is always followed with "Let us see what we can do to make that work".

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

Automation for Tax Season form requests, automation for phone system, smooth connection between departments work spaces to allow for inter-departmental partnerships.

Ivanti Service Manager review by Florian H.
Florian H.
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"Great tool for every application"

What do you like best?

The possibility to customize everything; configure the system that it fits to your own requirements in the company. From out of the box to self-developed modules - everything is configurable.

What do you dislike?

The service catalog is unfortunately not very administrator friendly. Here are some features missing, that would make it easier to configure the Request Offerings.

Recommendations to others considering the product

Great tool, if you have the resources and man-power for the administration and if you want to configure a fitted system for your company.

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

We implemented our company internal demandmanagement with a new and own developed module. In the production area, we implemented ISM for our Shopfloor-Management. It is also a self developed Module. We integrated a hugh amount of automated workflows for AD permissions combined with approvals from the Business-Area Managers.

Ivanti Service Manager review by Patrick H.
Patrick H.
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"Robust system with many options. "

What do you like best?

I like that I am able to really control the design of what the end user see and what data I want to collect. This really help with analyzing data to be more proactive when we start looking at trends with equipment or training.

What do you dislike?

The form creation side need to be more GUI friendly and out of the box there is a lot of legacy stuff that needs to be cleaned up, so as not to present options that are no longer valid.

Recommendations to others considering the product

Plan Plan Plan, give you and your team time to design and understand ITIL month before setting up the software.

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

Just finished the implementation, but the analytic will be a key tool in shaping what IT looks like.

Ivanti Service Manager review by Administrator in Financial Services
Administrator in Financial Services
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"ivanti HEAT - Service Manager"

What do you like best?

Very intuitive application. Easy to switch to and from different roles to access the software's different features

What do you dislike?

Not really an issue with the software but our company uses the Service Manager for business functions which the program was not designed for. In turn, we sometimes experience issues in performance when there are heavy user loads.

Recommendations to others considering the product

We would benefit from more features when designing different forms in HEAT. It's difficult to design forms with different column spacing as the designer does not allow placement of different fields in whichever location. A lot of the times we have to use blank boxes to serve as an empty space if we are trying to make a form aesthetically pleasing for the front end user

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

Our company users the Service Manager to facilitate different business- line workflows such as loan origination and maintenance. I know this isn't what the product was intended for but I think it's very telling that we can customize your product to fill the needs of various different departments.

Ivanti Service Manager review by Catherine L.
Catherine L.
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"ServiceDesk is Awesome!"

What do you like best?

We have been using Ivanti Service Manager for a number of years. We have customized it to meet our needs. This saves our IT department many hours each day to have all requests and incidents automated. The approval process that the requests go through is seamless and saves us time and paperwork.

What do you dislike?

Nothing yet. We are happy with the product

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

Mostly the approval process. Tickets can be directed to the appropriate level of management or HR. This takes IT out of that process. Our campus is now hosting the Super Bowl. Our Public Safety Department is making use of Service Manager for access badge approval. They are thoroughly impressed with the capabilities of this software.

Ivanti Service Manager review by Amanda G.
Amanda G.
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"Decent ticket system, can be difficult to learn"

What do you like best?

I like that there are ways to categorize different issues and when you get ready to search for something, it makes sense of where to start looking.

What do you dislike?

I hate the search feature. It doesn’t ever work like it should. Even if I use advanced search, it never works correctly. I’m not sure if there is something wrong with the code or what, but it is so frustrating and I usually just end of manually looking through pages and pages of tickets to find what I’m looking for.

Recommendations to others considering the product

This system is completely customizable to your organization so make sure you take full advantage of that before going live with it. Do some test runs before going live so you know how to use the software. Train employees that will be using it everyday and don’t just expect them to pick it up because it can be a little tedious to learn.

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

We had a very outdated ticketing system and we invested in Ivanti because we liked that it could be customized to our organization. I do like that we have categories to divide tasks and incidents and group together teams on projects.

Ivanti Service Manager review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
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"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 Vee F.
Vee F.
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"Versatile and powerful"

What do you like best?

The ISM platform is powerful and we have been able to on-board teams throughout all areas of our business, not just ICT. Its versatility is what really does it for us - we have the ability to create whatever we like. We have the power to implement improvements to many business units, allow them to streamline their workflows and track their work. Many teams were stuck working from paper forms and emails but ISM has allowed us to refine their processes and digitise and formalise them, providing a better experience for their customers and a much better way for the teams to track and manage their work. We've created many custom business objects and been able to implement some very clever solutions. The ISM is truly a platform whose use is limited by your imagination.

What do you dislike?

It can be difficult to find the information we need at times. How-tos and technical information.

The help pages are useful but often don't feel quite comprehensive enough. I also believe that Ivanti can improve their customer communication somewhat and making it easier to find information and technical articles on their website. The community forums can also use a bit of work.

Recommendations to others considering the product

Implement in-house. Having your own full-time administrators will allow you to get the most out of the system.

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

ISM is integrated into each one of our ICT teams and we have been able to cater for each team's workflow and requirements allowing them to more accurately track, link and relate incoming work and development tasks. We've also implemented modules for Human Resources, Finance, Procurement, Library, Records Management, Payroll and more. We've found ISM's versatility and customisability has allowed us to onboard nearly any business process, allowing them to more effectively and formally track their work and provide a better experience to their customers.

Ivanti Service Manager review by Rik H.
Rik H.
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"Unstable, no bugfixes & known issues get closed as unimportant"

What do you like best?

We have about 6-7.000 end users using the platform for reporting tickets & submitting servicerequests. We've been using it for almost 2 years.

Look & feel is reasonable, doesn't feel too dated

Allows you to customize easily (if your lucky enough and don't run into one of the countless limitations or known bugs)

Requires intensive training to get indepth product knowledge (mainly getting to know the countless limitations)

What do you dislike?

We've been having countless issues with this product since we started using it 2 years ago.

- Issues causing dataloss take over 12 months already, and no solution or workaround is being provided. Customer service responses don't contain any usable information. We have confirmation that these issues also affect other customers using this software. After a few months we were assigned a developer, but this person keeps changing and no feedback is provided to the customer. We have received so solutions to our issues so far.

- Usability issues never get addressed. Even if this means the processing of tickets is seriously impaired by them.

- Every update introduces new bugs, which only get addressed 2 releases later (no hotfixes!!) (onpremise release cycle is terribly slow, so you're stuck with the bug for 6 months)

- internal processes simply stop working (servicerequests) without any visual indication.

- if you have complex requirements (like a for-each loop) in a servicerequest, give up. It won't happen. Anything outside of very basic functionality isn't supported by the workflow engine.

- performance issues never get fixed

Their backlog of known issues must be huge, since they are not fixing any of ours. Or they are simply not focusing any resources on product stability, service request automation, and basic businessrules issues...

Recommendations to others considering the product

if you have complex requirements for service requests/workflow execution, don't bother or ask your verdor to offer you a fixed budget project. Otherwise you'll be paying very large sums to overcome basic limitations and bugs.

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

complex automation of service requests

servicedesk ticketing

cataloguing hardware

Ivanti Service Manager review by Administrator
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"Robust System With A Steep Learning Curve"

What do you like best?

I like that Ivanti Service Manager implements ITIL. If you know ITIL you will recognize its concepts built into ITSM. If you do not know ITIL, working with ITSM opens the opportunity to learn ITIL concepts along side ITSM implementation. ITIL will provide the learner with a framework and vocabulary for understanding IT and his/her place in it. For those who do not want to keep programmers on hand to maintain a service management system, ITSM is programmer-less.

What do you dislike?

ITSM configuration is not at all intuitive. Beginning admins will need lots of time to learn how to configure ITSM offerings. A consultant will probably be needed for the initial setup. Ivanti offers training classes, but those classes just get you started. The training does not beyond the class materials, so you could probably get as good of an introduction just by reading the class materials and doing the exercises. ITSM support was good, but inconsistent. Certainly, I had a good experience with one of the analysts, but I was also referred to the community boards by support.

Recommendations to others considering the product

Try to gain a sense of what it will be like to configure ITSM and the limitation of request offering forms. Investigate how Ivanti Support incorporates the community boards in its support efforts.

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

As our IT operation matures we are moving towards greater ITIL compliance. We did not have a service management tool prior to ITSM, so ITSM is growing along with the division. It is our primary system for managing services and will ultimately be rolled out to the full campus. It is early in our implementation. We are now tracking incidents and services requests, and just beginning to incorporate change management into ITSM. Change management is a relatively new initiative for us, so incorporating it into ITSM now will allow us to evolve the change management module as we refine our change management practices.

Ivanti Service Manager review by Tina M.
Tina M.
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"New Customer Review"

What do you like best?

We have been using Service Manager for less than 1 year. It is very configurable, and there's a ton that can be done with it!

What do you dislike?

The product is easy to configure, but there's a lot going on within it, and sometimes it is difficult to find where the change needs to be made. Also, it can be difficult to see updates to incidents in the journal.

Recommendations to others considering the product

Support have been very helpful. I recommend Admin training and implementing using Ivanti's Professional Services. We also contracted for some additional consulting days beyond the initial implementation. These were helpful to have available 9 months after implementation to use to configure functions that we discovered needed to be changed after we had been using it for a while.

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

We are working on streamlining processes through Service Manager, such as onboarding and offboarding. Also, providing self-service services for our customers. We are still early in this process, so the benefits haven't been fully realized as of yet.

Ivanti Service Manager review by Daniel C.
Daniel C.
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"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.

Ivanti Service Manager review by Administrator
Administrator
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"Robust Helpdesk"

What do you like best?

THere are a lot of features and capabilities in this system. I appreciate the flexibility.

What do you dislike?

You really have to immerse yourself in the learning of the software to understand it, and the tremendous flexibility is tempered with some strange rigidity in certain areas.

Recommendations to others considering the product

Be prepared to spend a fair amount of time configuring and administering the product. If you already have ITIL workflow in place, this is probably quite a bit easier. This is really designed to support that ITIL model and mindset. It can be simplified. A lot of things that we were initially told we could not do, we learned that we could actually do, but mostly through trial and error.

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

We needed a new "helpdesk" system and to introduce some more formal process into our workflows. We have been fortunate enough to be able to dial the complexity of ISM down some so that we could start simple and add features to our workflow over time to help our people ease into it.

Ivanti Service Manager review by Jason W.
Jason W.
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"Time Saver"

What do you like best?

Having the ability to manage our machines based on queries I build. For instance our support staff can depend on the fact that if they are working on a surface, the dock updater is there because EPM has pushed it out because the device is a "surface".

What do you dislike?

My one main complaint is the inability to restart a failed task from the failure. Currently if one our more complicated deployments fail, I have to start the entire process over again. It would be greatly beneficial if I could simply start the failed process again.

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

Keeping tasks organized, we depended on email before ITSM. Almost no request "slips through the cracks" anymore.

Ivanti Service Manager review by Johanna M.
Johanna M.
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"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.

Ivanti Service Manager review by Administrator
Administrator
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"Awesome Application"

What do you like best?

It is very user friendly. It has allowed us to tweak the application in order to source its capabilities for numerous ticketing and reporting aspects of our business. The functionality and capabilities are stellar. It is functionally efficient and the internal users have very little to no issues performing their daily duties.

What do you dislike?

It's limited or absent capabilities to integrate through API's.

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

It allows us to effectively log, track and capture our internal as well as external customers issues in an efficient way. It provides us with historical data that allows us to keep track of customer information related to any issues they would have encountered through the years as well as provide the reporting and statistical data to be able to identify key areas of recurring issues which customers face and allow us to improve upon these issues thereby making our customers experience better.

Ivanti Service Manager review by Katelyn E.
Katelyn E.
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"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 Tamer Y.
Tamer Y.
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"Highly configurable and agile"

What do you like best?

I find it an easy to configure product with lots of ways to achieve a solution: workflows, business rules and quick actions. all provide a great configurable platform to enable me to innovate any business process solution.

What do you dislike?

Creating forms is a bit of pain but still applicable.

Recommendations to others considering the product

Plan to use it as an enterprise service manager (not only to IT), this will help you to plan easier and get different departments involved.

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

Lots of internal business processes and automation we're providing as a solution for different departments within our organisation through different work spaces in ISM

Ivanti Service Manager review by Michael B.
Michael B.
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"ivanti Service Mgr"

What do you like best?

Web based, flexible and responsive. Support is good

What do you dislike?

Service requests and incidents aren't connected to email. I used Cherwell at my last place if employment and I could add a Cherwell tag to my and email from a customer or new email and the communication would post on the incident. With ivanti, I need to enter a note for each communication through email which wastes time.

Also, some processes aren't intuitive such as workflows.

Recommendations to others considering the product

Yes

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

Setting up workflows. I'm new to the product and I'm scheduled to take the Configuration class on 2/13-15.

Ivanti Service Manager review by David D.
David D.
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"IT Service Management Nirvana"

What do you like best?

Workflows automation nearly eliminated all previous financial and time overhead which the old solution, mostly manual processes, relied. It made my sales team's customer business run far more efficiently and secure.

What do you dislike?

Nothing bad to write home about! The customer loves ITSM, and has made quick work with integrating actionable intelligence to improve SLAs and other business processes!

Recommendations to others considering the product

Not sure what the previous solution was, but from my correspondence with decision makers at the customer site, it appears to have been a patchwork, multipartner solution that was far more trouble than it was worth. The move was easily made, and nothing but praise for the quality of the product and how intuitive it is to pick up.

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

IT help desk and ticketing solution to maintain compliance with SLAs.

Ivanti Service Manager review by Ken E.
Ken E.
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"Ivanti Service Manager for IT operations and support"

What do you like best?

ISM has an integrated suite of modules that work well together to manage IT services. We primarily use Incident, Change, Service Request, and Problem management. We have been able to leverage quick actions and workflows in these modules to fit our business processes and support our ITIL and ISO audit requirements. The service request offering forms and workflows are very flexible.

What do you dislike?

The flexibility to customize is great but it also creates additional complexity and a steeper learning curve.

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

ISM has helped us streamline the employee onboarding and offboarding processes by creating a composite service request with all the related activities in one place. Managing high priority incidents in Ivanti has helped us alert support staff after hours and provide a better response and support to the business.

Ivanti Service Manager review by chris c.
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"Solid product, too complicated. "

What do you like best?

good support, lots of customization options.

Walk through's and trainings as well as hand holding for implementation and rollout. Support is greatly needed since the software is extremely difficult to understand and utilize.

What do you dislike?

It was fine for our needs. However it does seem like there are too many features and not enough focus on user experience. The UI is atrocious and truly confuses every help desk employee we train. Please TRIM the tabs and menu drop downs to be more concise and understandable

Recommendations to others considering the product

It's very complex, so you will need someone to be dedicated to learning this.

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

Ticketing, logging of incidents/requests as well as project management and computer management.

Benefits are improved accuracy of support reporting. Analytics about our teams individual performance are very helpful.

Ivanti Service Manager review by Carmela H.
Carmela H.
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"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
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"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 User in Information Technology and Services
User in Information Technology and Services
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"Ease of use is astounding"

What do you like best?

The ease of searching an asset makes finding a user's workstation effortless and the ability to just drop that asset into a scheduled package and push an installation to that user makes it simple enough for users who are not very technically trained.

What do you dislike?

Creating column sets and differentiating between them could use some tweaking.

Recommendations to others considering the product

Product is very easy to use and training end users on how to use this software is also easy. Ivanti has plenty of user documents and the community makes this software even better.

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

Allows out Service Desk and Desktop Support the ability to push software on the fly and connect to end users to provide the level of service an IT department should be providing.

Ivanti Service Manager review by Executive Sponsor
Executive Sponsor
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"Excellent product, easy to use, makes life easy"

What do you like best?

Interface is clean, easy to navigate and does the job. End users are easily able to utilize the system with little to no guidance. Analysts have the ability to search tickets easily as well as utilize the knowledge base to determine if a solution is readily available.

What do you dislike?

Configuration is a bit cumbersome and requires assistance from the vendor. It's not very straightforward.

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?

Enterprise wide service desk (helpdesk) as well as request management, change management, and centralized knowledge-base. This product has all of this functionality and it all works well together. It also then ties into all of the other Ivanti products (asset management, on/off-boarding, etc.) for a company-centric solution.

Ivanti Service Manager review by Administrator
Administrator
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"IMS - the first 4 months"

What do you like best?

I found the system initial very easy to navigate and get around. The Service Request learning curve was no stupidly steep. It was fairly easy to get into the module and start working with it unlike some product

What do you dislike?

Service Request module.

I require audit trails and getting information out of the system is difficult.

1) The parameters screen seems missing on standard reports.

2) The approval emails do not include parameters therefore someone can approver via email with seeing what they approve. (Audit nightmare)

3) A manager cannot request and approve. This option is hard coded and cannot be switch off. Switching it off would have saved me hours of working out a work around and then coding all the tiles to suit.

4) the ability to output a service request with all details is not available

Recommendations to others considering the product

Check out your audit requirements are met.

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

My specialist area is Service requests and so far I am not seeing business problems being resolved. However we have only been live 5 months.

Ivanti Service Manager review by Jason K.
Jason K.
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"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 Marci J. T.
Marci J. T.
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"Upgrade Experience"

What do you like best?

Discovering what ISM is really capable of doing and automating.

What do you dislike?

Support for the upgrade.

Did not like that some of the Out of the box feature shown were not available based on licensing. In fact some even required a different product.

Recommendations to others considering the product

Get training on using the system. Have qualified administrators.

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

Once we knew there were business partners who could also assist who are more in our region helped a bit.

Ivanti Service Manager review by Lance T.
Lance T.
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"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.
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"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.
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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
Administrator
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"ISM covers all the needs of a company in line with ITIL standards"

What do you like best?

The tool customization capability is by far its most valuable argument against other tools.

Its certified ITIL processes can be used as guidelines to make your company more "ITIL Compliant".

What do you dislike?

Within the customization capability, some sides of it seems not natural when compared to pure development logic.

Support tends to get way slower when it comes to technical issues.

Recommendations to others considering the product

Ivanti Service Manager is a tool entirely fitted to any company willing to fit latest ITIL standards.

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

Precise tracking of customer issues and requests.

Asset Inventory lifecycle and billing.

Adjusting our workflows to fit ITIL with the help of the tools' workflows

Ivanti Service Manager review by Administrator in Restaurants
Administrator in Restaurants
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"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 Administrator
Administrator
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"Powerful but extremely steep learning curve"

What do you like best?

Ivanti Service Manager can do pretty much anything you want to do. You can mix concurrent and named licenses which is rare in the ITSM field.

What do you dislike?

You won't be able to implement most of your wild dreams without consulting fees. It is not very user friendly as an administrator. Support is extremely slow. When you do get them on the phone they are very knowledgeable but almost nothing can be "explained" over the phone, you need to dedicate time to a remote session where they may need to modify the SQL database. Test to Live database migrations don't work well. Be prepared to backup your SQL environment and expect playing in Production.

Recommendations to others considering the product

You need a trained, dedicated administrator to pull off advanced things.

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

We implemented a self-service portal so our users could enter their own tickets.

Ivanti Service Manager review by User
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"How I plan My Day"

What do you like best?

Ease of use and the crystal report feature helpful. I love how I can organize the tickets, and the ease I can assign certain tasks to individuals.

What do you dislike?

It would be nice if tickets could be assigned automatically after a user submits their technical issue. If admin is out tickets back up quickly.

Recommendations to others considering the product

Highly recommend Ivanti, easy to use. User friendly gui and compatible on multiple devices.

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

Field techs can prioritize their routes easier, which reduces cost of mileage reimbursement and gas, by organizing tickets in their que. The ease of closing tickets on mobile devices is also helpful.

Ivanti Service Manager review by Motaz A.
Motaz A.
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"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.
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"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.
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"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 Javier Enrique R.
Javier Enrique R.
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"A completely new view for the product"

What do you like best?

Well, I think we can start with a clean view for the app, more simply and the best is the application works under the ITIL standard.

What do you dislike?

Nothing by the moment, I think that all the functions are good.

Recommendations to others considering the product

Try the product, is very useful for the companies.

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

More control with the SLAS, the scalations and resolve time.

Ivanti Service Manager review by Administrator
Administrator
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"Great scalability and automation"

What do you like best?

I think the best part of ISM is how mutable every object is. You can literally set up the entire system to do anything you want, infinite possibilities. Nothing is really "locked down".

What do you dislike?

I wish I could write scripts instead of dragging and dropping workflow objects because it takes a long time to accomplish relatively simple tasks.

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

We are solving IT ticketing, asset tracking (to an extent), and ISM also indirectly serves as an audit trail for our AD accounts (hourly AD sync with all important fields, changes tracked in Audit History).

Ivanti Service Manager review by Administrator
Administrator
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"Lots of customization."

What do you like best?

The program is built for customization with in depth and granular controls over each part of the program.

What do you dislike?

The admin platform isn't very intuitive at first and really would work better if you purchase hours to assist with the initial setup, or any major changes that might arise while using the program.

Recommendations to others considering the product

Make sure to get initial hours to help with the setup of the program.

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

It allows us to have analytic data on repairs and track if something is more than an occasional occurrence or more of a larger problem.

Ivanti Service Manager review by User in Information Technology and Services
User in Information Technology and Services
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"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 Edijs U.
Edijs U.
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"Ivanti Service Manager "

What do you like best?

Easy to use and understand user interface

What do you dislike?

when data bases growth to big it has performance issues, needs to be improved archiving option of the data.

Recommendations to others considering the product

Easy to use user & admin interface

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

follow up on cases, quick and simple understandable dispatching of the cases to relevant teams, good dashboards.

Ivanti Service Manager review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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"Ivanti Service Manager is a Powerful Turnkey Solution"

What do you like best?

we love the ability to fully customize Service Manager to suit our needs. The support staff is top-notch and always responds in a timely manner.

What do you dislike?

The mobile app is not ready to use currently and we would love to see that overhauled for enterprise use.

Recommendations to others considering the product

Try it and you'll love it.

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

With Ivanti Service Manager we able to track all issues and see what our techs are doing on the daily basis, check for patterns in reoccurring issues, and run reports for various KPI's..

Ivanti Service Manager review by Rhys E.
Rhys E.
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"Great time saver"

What do you like best?

I have not been using Ivanti for long but I can already see how much time it is saving our company when it comes to patching our estate. The stats speak for themselves. Patching used to take around 40 days and we have this down to sub 14 already; and we have a lot of optimizing left.

What do you dislike?

Nothing that I can think of right this moment.

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

As mentioned above we mostly use Patch for Windows and this has sped up our patching process vastly.

Ivanti Service Manager review by User in International Affairs
User in International Affairs
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"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 Administrator
Administrator
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"Bronson Healthcare Group Review"

What do you like best?

We liked the knowledge management capabilities that are further capable than what the old Ivanti/Landesk Service Desk allowed. Particularly the ability to interface with KB articles within Incident ticket creation and the ability for End Users to query KB articles.

What do you dislike?

The Service Manager interface has "a lot going on" and it feels like it will require a lot more training than the old Landesk Service Desk will. Generally we just provision new analysts and let them in with minimal training, we feel that Service Manager will require a lot more training.

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

Knowledge Management in all forms. We didn't use LDSD Knowledge Management module because we didn't find it adequate for our needs, we find that with Ivanti Service Manager.

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