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Awesome Application
What do you like best about the product?
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 about the product?
It's limited or absent capabilities to integrate through API's.
What problems is the product solving and how is that benefiting you?
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.
A completely new view for the product
What do you like best about the product?
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 about the product?
Nothing by the moment, I think that all the functions are good.
What problems is the product solving and how is that benefiting you?
More control with the SLAS, the scalations and resolve time.
Recommendations to others considering the product:
Try the product, is very useful for the companies.
Excellent
What do you like best about the product?
Knowledge base and the ticket routing for our desktop Technicians.
What do you dislike about the product?
Email notifications that have been disabled but still get the notification.
What problems is the product solving and how is that benefiting you?
Better tracking and organized ticket information.
Recommendations to others considering the product:
Use the Cloud.
New Customer Review
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
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.
Good service management tool. Sometimes a bit slow
What do you like best about the product?
Simplicity, configurable, easy to implement
What do you dislike about the product?
Speed after working with it for long sessions.
What problems is the product solving and how is that benefiting you?
Service management
Supervisor Telecom
What do you like best about the product?
The interaction with our email system. The notifications that the listeners give us is great.
What do you dislike about the product?
Nothing at this point.... everything we have migrated has worked well.
What problems is the product solving and how is that benefiting you?
Asset management - we starting using the CI module and our assets are tracked and audited in a timely manner. We also created a workflow for our Information Security team to track vulnerabilities that have been reported. ... the tracking and the insight it has provided management has been wonderful.
Recommendations to others considering the product:
One software platform can provide your business with many different facades that are needed to perform your day to day work. The auditing and in-house development of the system makes it very flexible to use and incorporate to our business.
ITSM Tool Review
What do you like best about the product?
The tool will fit every ITSM requirement of your company. You can customize every aspect of the tool up to the small details based on user preference and their support team will help you achieve what will be the best for your organization.
What do you dislike about the product?
You can do more on the off the shelf standard report if it can be customize without cost. We raise it to the project manager who handles the implementation and he was very supportive but the report that we need will be on top of our existing project .
What problems is the product solving and how is that benefiting you?
Incident, Service Request, Problem and Change Management. SLA with our customers are easily met
Recommendations to others considering the product:
Service Now
Very Good Service Management Tool
What do you like best about the product?
Integration with HEAT Voice, Problem mgmt
What do you dislike about the product?
Inability to convert incident to request
What problems is the product solving and how is that benefiting you?
We have greatly improved our internal IT communication and tracking.
Recommendations to others considering the product:
Ivanti in the cloud helps our organization keep our ITSM tool up do date.
So much happier than our old system
What do you like best about the product?
Very customizable, haven't found something that I couldn't find a way to complete yet.
What do you dislike about the product?
The searches are a little weaker than I'd like. They don't always allow me to get what I need first time.
What problems is the product solving and how is that benefiting you?
We started using it just as a tool for our customers, we have now started using internally for our internal ticketing system. It allows us to seamlessly manage requests without having to involve more than one system. No duplication required.
Lots of customization.
What do you like best about the product?
The program is built for customization with in depth and granular controls over each part of the program.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
Recommendations to others considering the product:
Make sure to get initial hours to help with the setup of the program.
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