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HEAT call ticketing System user
What do you like best about the product?
Ease of use and open to be as complex as user wants to make it
What do you dislike about the product?
nothing as of this moment. as I encounter any issues, most are minor in nature
What problems is the product solving and how is that benefiting you?
Call ticketing and monitoring of trends
Ivanti Service Manager for IT operations and support
What do you like best about the product?
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 about the product?
The flexibility to customize is great but it also creates additional complexity and a steeper learning curve.
What problems is the product solving and how is that benefiting you?
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.
Great tool for every application
What do you like best about the product?
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 about the product?
The service catalog is unfortunately not very administrator friendly. Here are some features missing, that would make it easier to configure the Request Offerings.
What problems is the product solving and how is that benefiting you?
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.
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.
Steps ahead compared to Service Desk
What do you like best about the product?
far more user friendly and easy to configure vs service desk
What do you dislike about the product?
alot of the enhancements are still pipeline vs other toolsets which have them implemented already
What problems is the product solving and how is that benefiting you?
lack of automation
ISM in Evaluation
What do you like best about the product?
Nice interface and mobile experience. Clean and pretty easy to use
What do you dislike about the product?
Additional menus can get complicated if you allow them to
What problems is the product solving and how is that benefiting you?
Only in trial but believed that it would be a reasonable fit although mobile would befit from in app notification features
Recommendations to others considering the product:
Fully map out existing workflows and future road map for ITSM projects and spend time with pre-sales ensuring the fit works. Be flexible with your processes and try to adhere to industry standards to avoid creating Frankenstein's monster in the in software as it is a configurable system. Use standard features wherever possible
Great Implementation...
What do you like best about the product?
I like the easy customization of the GUI through the administration module.
What do you dislike about the product?
There is nothing I dislike. I am happy with the software.
What problems is the product solving and how is that benefiting you?
We are continuing with our Change Management program utility the Change Mofule and CI module.
Solid Configurable ITSM Suite
What do you like best about the product?
Versatile software that can be tailored and configured to different business cases
What do you dislike about the product?
3rd Party integration is improving and will be exceptional soon.
What problems is the product solving and how is that benefiting you?
Clarity in work, KPIs, Metrics
ServiceDesk is Awesome!
What do you like best about the product?
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 about the product?
Nothing yet. We are happy with the product
What problems is the product solving and how is that benefiting you?
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.
One of the best ITSM tool out there
What do you like best about the product?
User friendly with comprehensive interfaces and easy administration
What do you dislike about the product?
Project Management limitations. Doesn't seem to have the capability of managing and tracking long-term projects
What problems is the product solving and how is that benefiting you?
Tracking top Services and Incidents. Able to dedicate resources and justify cost on solving problems
Ivanti Service Manager
What do you like best about the product?
Customizable, easy to use, and straightforward interface. Deployment was a breeze.
What do you dislike about the product?
With all of the customization capabilities. It is easy to change attributes but it is also easy to break things too... Professional setup is recommended.
What problems is the product solving and how is that benefiting you?
System integration and consolidation due to growth and acquisition
Recommendations to others considering the product:
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