Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
168 reviews
from
External reviews are not included in the AWS star rating for the product.
Heat Service Desk
What do you like best about the product?
The ease of use is not taking a full time admin due the ability to use.
What do you dislike about the product?
I would like to see more api intergrations.
What problems is the product solving and how is that benefiting you?
We use the product to track inciedents.
Recommendations to others considering the product:
Go the online version as it is the future
Ivanti Service Manager helps Service Desk
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
The business problems that we are solving with Ivanti Service Manager is the ability to move from incident to problem to change management seemlessly.
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.
Ivanti Service Desk is a great tool.
What do you like best about the product?
I like how easy it is to create an Incident and to see your workload.
What do you dislike about the product?
I dislike that you can't upload an image in the resolution after you closing the ticket.
What problems is the product solving and how is that benefiting you?
I work in Helpdesk and we solve all kind of problems we run into in the company.
ivanti Service Manager solution
What do you like best about the product?
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 about the product?
Ad Hoc reporting - but this is coming out soon in a new release.
What problems is the product solving and how is that benefiting you?
Automation and workflows, unified IT solutions
Best Service Desk Software
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
Incident Management, Change Management, Knowledge Management, Contract Management, Asset Management, Request Management, Project Management and Problem Management.
Recommendations to others considering the product:
If you need to automate any workflow, I suggest going for Ivanti Service Desk.
Good service desk tool
What do you like best about the product?
A solid service desk tool with all the capabilities you expect from a service desk tool.
What do you dislike about the product?
Nothing it works as advertised. A solid way to register tickets
What problems is the product solving and how is that benefiting you?
Every business needs a service desk tool with a tool tickets would not be registered.
Very flexible without being difficult to implement
What do you like best about the product?
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 about the product?
It can be difficult to decide on the single best course of action since there are so many ways to solve each problem.
What problems is the product solving and how is that benefiting you?
Incidents, Change Management, New Hire Onboarding, Terminations and Asset Management. Keeping all this in one location.
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.
Solid
What do you like best about the product?
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 about the product?
Getting hard copies of the manuals, so my issue isn't with the software itself.
What problems is the product solving and how is that benefiting you?
Documenting issues, follow up by any of our agents when a client calls for information, and gathering knowledge.
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.
Flexible ITSM solution that allows for customization, integration and reporting.
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
Recommendations to others considering the product:
Clearly define and communicate your requirements to your implementation vendor and have a detailed rollout plan before purchase.
It's worth it
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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).
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.
showing 141 - 150