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ivanti HEAT - Service Manager
What do you like best about the product?
Very intuitive application. Easy to switch to and from different roles to access the software's different features
What do you dislike about the product?
Not really an issue with the software but our company uses the Service Manager for business functions which the program was not designed for. In turn, we sometimes experience issues in performance when there are heavy user loads.
What problems is the product solving and how is that benefiting you?
Our company users the Service Manager to facilitate different business- line workflows such as loan origination and maintenance. I know this isn't what the product was intended for but I think it's very telling that we can customize your product to fill the needs of various different departments.
Recommendations to others considering the product:
We would benefit from more features when designing different forms in HEAT. It's difficult to design forms with different column spacing as the designer does not allow placement of different fields in whichever location. A lot of the times we have to use blank boxes to serve as an empty space if we are trying to make a form aesthetically pleasing for the front end user
Much more evolved than previous solutions
What do you like best about the product?
The front end UI is very user friendly. Very configurable for how we wanted it presented.
What do you dislike about the product?
Configuration time is lengthy to get the right look and feel.
What problems is the product solving and how is that benefiting you?
The previous solution was aged and could not scale for us going forward. The new solution helps us rollout a more modern brand and feel.
Service Manager
What do you like best about the product?
The Integration Options with other products and with IVANTI products
What do you dislike about the product?
The Interface of Service Manager is not user friendly to be user for many users.It is also somehow difficult for IT professionals as well
What problems is the product solving and how is that benefiting you?
the problem we are solving is the incident support process need to streamlined and monitored so service manager helps us achieve that
Daily user for the last 5 years
What do you like best about the product?
There are a lot of options that can be used and limitless option to customize.
What do you dislike about the product?
Reporting tools available out of the box to the analyst
What problems is the product solving and how is that benefiting you?
Tracking time spent on an issue and areas that we can improve.
Recommendations to others considering the product:
NA
ISM covers all the needs of a company in line with ITIL standards
What do you like best about the product?
The tool customization capability is by far its most valuable argument against other tools.
Its certified ITIL processes can be used as guidelines to make your company more "ITIL Compliant".
Its certified ITIL processes can be used as guidelines to make your company more "ITIL Compliant".
What do you dislike about the product?
Within the customization capability, some sides of it doesn't seem natural when compared to pure development logic.
Support tends to get way slower when it comes to technical issues.
And finally, actual bugs are sometimes disregarded as they can't be addressed in next releases (which can be escalated at the cost of a lengthy process)
Support tends to get way slower when it comes to technical issues.
And finally, actual bugs are sometimes disregarded as they can't be addressed in next releases (which can be escalated at the cost of a lengthy process)
What problems is the product solving and how is that benefiting you?
Precise tracking of customer issues and requests.
Asset Inventory lifecycle and billing.
Adjusting our workflows to fit ITIL with the help of the tools' workflows
Asset Inventory lifecycle and billing.
Adjusting our workflows to fit ITIL with the help of the tools' workflows
Recommendations to others considering the product:
Ivanti Service Manager is a tool entirely fitted to any company willing to fit latest ITIL standards.
Ivanti Service Manager
What do you like best about the product?
Easy to use and understand user interface
What do you dislike about the product?
when data bases growth to big it has performance issues, needs to be improved archiving option of the data.
What problems is the product solving and how is that benefiting you?
follow up on cases, quick and simple understandable dispatching of the cases to relevant teams, good dashboards.
Recommendations to others considering the product:
Easy to use user & admin interface
IMS - the first 4 months
What do you like best about the product?
I found the system initial very easy to navigate and get around. The Service Request learning curve was no stupidly steep. It was fairly easy to get into the module and start working with it unlike some product
What do you dislike about the product?
Service Request module.
I require audit trails and getting information out of the system is difficult.
1) The parameters screen seems missing on standard reports.
2) The approval emails do not include parameters therefore someone can approver via email with seeing what they approve. (Audit nightmare)
3) A manager cannot request and approve. This option is hard coded and cannot be switch off. Switching it off would have saved me hours of working out a work around and then coding all the tiles to suit.
4) the ability to output a service request with all details is not available
I require audit trails and getting information out of the system is difficult.
1) The parameters screen seems missing on standard reports.
2) The approval emails do not include parameters therefore someone can approver via email with seeing what they approve. (Audit nightmare)
3) A manager cannot request and approve. This option is hard coded and cannot be switch off. Switching it off would have saved me hours of working out a work around and then coding all the tiles to suit.
4) the ability to output a service request with all details is not available
What problems is the product solving and how is that benefiting you?
My specialist area is Service requests and so far I am not seeing business problems being resolved. However we have only been live 5 months.
Recommendations to others considering the product:
Check out your audit requirements are met.
ivanti Service Mgr
What do you like best about the product?
Web based, flexible and responsive. Support is good
What do you dislike about the product?
Service requests and incidents aren't connected to email. I used Cherwell at my last place if employment and I could add a Cherwell tag to my and email from a customer or new email and the communication would post on the incident. With ivanti, I need to enter a note for each communication through email which wastes time.
Also, some processes aren't intuitive such as workflows.
Also, some processes aren't intuitive such as workflows.
What problems is the product solving and how is that benefiting you?
Setting up workflows. I'm new to the product and I'm scheduled to take the Configuration class on 2/13-15.
Recommendations to others considering the product:
Yes
Flexible but powerful
What do you like best about the product?
Full featured, with easy ability to customize. But, not too customizable, which can lead many organizations astray.
What do you dislike about the product?
The limited ability to brand the portal. Other than that, we have not encountered anything else that we dislike.
What problems is the product solving and how is that benefiting you?
Implementation of workflow and standard ITSM processes.
Ease of use is astounding
What do you like best about the product?
The ease of searching an asset makes finding a user's workstation effortless and the ability to just drop that asset into a scheduled package and push an installation to that user makes it simple enough for users who are not very technically trained.
What do you dislike about the product?
Creating column sets and differentiating between them could use some tweaking.
What problems is the product solving and how is that benefiting you?
Allows out Service Desk and Desktop Support the ability to push software on the fly and connect to end users to provide the level of service an IT department should be providing.
Recommendations to others considering the product:
Product is very easy to use and training end users on how to use this software is also easy. Ivanti has plenty of user documents and the community makes this software even better.
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