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Great Sevice Desk Software
What do you like best about the product?
We like the flexibility and options the software provides. Your imagination seems to be the limit.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
Recommendations to others considering the product:
I would reccomend to other considering. It is very flexible and robust. They are frequently adding new features.
Strong Engine the rest is left up to you.
What do you like best about the product?
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 about the product?
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.
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 problems is the product solving and how is that benefiting you?
Incident, Request, Change, Problem, Asset Management, Knowledge Management.
ITSM Made Easy
What do you like best about the product?
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 about the product?
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
What problems is the product solving and how is that benefiting you?
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.
Recommendations to others considering the product:
Great product, highly recommend
Great Tool. A bit overwhelming
What do you like best about the product?
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.
The automation part for Service Requests, is not hard to control and pretty powerful.
What do you dislike about the product?
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)
What problems is the product solving and how is that benefiting you?
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.
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.
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.
This is the ticketing tool we use in my company.
What do you like best about the product?
The easiness of use to the end user, and how fast we can setup their accounts.
What do you dislike about the product?
Setup data is a little complicated, the reporting tools only allow to use one filter, so that limits what you can do there,
What problems is the product solving and how is that benefiting you?
Our ticketing system is managed using this tool. It help us staying organized.
Wonderful possibilities
What do you like best about the product?
The customizability of the forms, Business Objects and user experience really makes this a fun and productive solution.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
We are still configuring our product, but we will be implementing Change Management, Incident Management and Request Fulfillment this year.
Recommendations to others considering the product:
We have been very happy with the service and the product.
Great functionality, high overhead
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
Sharing information across different departments, accelerating business processes for ordering and communications.
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)
Generaly a good application for service management
What do you like best about the product?
Simple to use product for tracking service management and reporting out service management metrics.
What do you dislike about the product?
Product is outdated and lacks inventory management. at least at the version we use.
What problems is the product solving and how is that benefiting you?
Solving IT Service Management for a large utility.
A good tool for IT Service management - not a "one size fits all" solution
What do you like best about the product?
Good tool for recording, categorizing & tracking help desk tickets for desk top / client services type requests and issues.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
Put in place a tool that helps manage IT requests & issues from a broad range of users and applications.
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.
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.
Good application for not complicated flow
What do you like best about the product?
Simple, easy to understand and fast on using the application
What do you dislike about the product?
Not enough functionality for complicated flow example multiple approval or group approval
What problems is the product solving and how is that benefiting you?
Because we have more then 10 thousand worker then the application become slower, with LANDesk slower not become in issue
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