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Customized, Automated and Well Supported
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
Automation for Tax Season form requests, automation for phone system, smooth connection between departments work spaces to allow for inter-departmental partnerships.
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".
Time Saver
What do you like best about the product?
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 about the product?
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 problems is the product solving and how is that benefiting you?
Keeping tasks organized, we depended on email before ITSM. Almost no request "slips through the cracks" anymore.
Very intuitive and streamlined solution
What do you like best about the product?
the level of versatility of the product allowed our enterprise to customize the solution to our unique needs and protocols.
What do you dislike about the product?
An on going problem that we are experiencing is there a lot of searching around for the correct modules to configure the desired function. And I do believe that is a result having such a versatile tool. Thankfully documentation and partnering professional services are always available.
What problems is the product solving and how is that benefiting you?
-streamlined workflow and documentation
-very useful analytic metrics
-customizable dashboards allow quick referencing of statistics.
-very useful analytic metrics
-customizable dashboards allow quick referencing of statistics.
Recommendations to others considering the product:
As a genuine testimonial, I feel that Ivanti Service manager is a great investment. Our enterprise has benefited greatly from the value and powerful tools this solution offers.
Love the workflow and Integration capability
What do you like best about the product?
Flexibility to design your own forms, workflows, and communication templates
What do you dislike about the product?
UI/UX for the agents is very complex. I would like to have a way to match with FreshDesk that is so easy to use
What problems is the product solving and how is that benefiting you?
We have moved away from paper based form. All support departments are now managed through the ticketing system
Ivanti Simplified Management
What do you like best about the product?
The ability to manage your IT environment in one platform, from software, antivirus, imaging, down to asset management.
What do you dislike about the product?
Some of the capabilities require a bit of deep knowledge of the product and doesn't have a clean interaction between Service Desk and LDMS.
What problems is the product solving and how is that benefiting you?
Incident, Requests, Projects and Change Management.
Recommendations to others considering the product:
Look for use cases and research the community forums to understand who and how people are using the application
Powerful but extremely steep learning curve
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
We implemented a self-service portal so our users could enter their own tickets.
Recommendations to others considering the product:
You need a trained, dedicated administrator to pull off advanced things.
Unstable, no bugfixes & known issues get closed as unimportant
What do you like best about the product?
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)
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 about the product?
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...
- 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...
What problems is the product solving and how is that benefiting you?
complex automation of service requests
servicedesk ticketing
cataloguing hardware
servicedesk ticketing
cataloguing hardware
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.
A good product but not perfect!
What do you like best about the product?
Incident Management, Service Management, Change Management,
What do you dislike about the product?
Mobile Interface, Integration to other system, SLA configuration, speed to resolve a submitted bug.
What problems is the product solving and how is that benefiting you?
We replace SAP CRM with Ivanti, it provide our customer a service catalog and help our organization to adopt to ITIL v3.
Recommendations to others considering the product:
It is a good tool if your company would like to limplement more than incident management at a budget price. It could be a nice platform for your users but require some hardworkis on administration.
Good quality product
What do you like best about the product?
The product is stable, user friendly and easy to use.
What do you dislike about the product?
Perhaps the price can be lower or there can be different price tier for larger group of users.
What problems is the product solving and how is that benefiting you?
Improve issue tracking and establish ITIL practices.
Recommendations to others considering the product:
A product worth trying.
Setup is a bear, but it can do almost anything you can dream up
What do you like best about the product?
Ivanti Service Manager can handle every crazy scenario we have dreamed up. While it take a lot of planning, it does provide a much better user experience by tailoring requests to exactly what information is needed.
What do you dislike about the product?
Documentation is lacking and seems to be out of date in some areas. It is not intuitive to administrate and takes some time to get a feel for it.
What problems is the product solving and how is that benefiting you?
We have implemented a better change management system than we had previously. We are also in the process of using ISM for onboarding new employees with a workflow process.
Recommendations to others considering the product:
Spend a ton of time on planning your implementation.
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