Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
182 reviews
from
External reviews are not included in the AWS star rating for the product.
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.
Awesome Application
What do you like best about the product?
It is very user friendly. It has allowed us to tweak the application in order to source its capabilities for numerous ticketing and reporting aspects of our business. The functionality and capabilities are stellar. It is functionally efficient and the internal users have very little to no issues performing their daily duties.
What do you dislike about the product?
It's limited or absent capabilities to integrate through API's.
What problems is the product solving and how is that benefiting you?
It allows us to effectively log, track and capture our internal as well as external customers issues in an efficient way. It provides us with historical data that allows us to keep track of customer information related to any issues they would have encountered through the years as well as provide the reporting and statistical data to be able to identify key areas of recurring issues which customers face and allow us to improve upon these issues thereby making our customers experience better.
A completely new view for the product
What do you like best about the product?
Well, I think we can start with a clean view for the app, more simply and the best is the application works under the ITIL standard.
What do you dislike about the product?
Nothing by the moment, I think that all the functions are good.
What problems is the product solving and how is that benefiting you?
More control with the SLAS, the scalations and resolve time.
Recommendations to others considering the product:
Try the product, is very useful for the companies.
Excellent
What do you like best about the product?
Knowledge base and the ticket routing for our desktop Technicians.
What do you dislike about the product?
Email notifications that have been disabled but still get the notification.
What problems is the product solving and how is that benefiting you?
Better tracking and organized ticket information.
Recommendations to others considering the product:
Use the Cloud.
New Customer Review
What do you like best about the product?
We have been using Service Manager for less than 1 year. It is very configurable, and there's a ton that can be done with it!
What do you dislike about the product?
The product is easy to configure, but there's a lot going on within it, and sometimes it is difficult to find where the change needs to be made. Also, it can be difficult to see updates to incidents in the journal.
What problems is the product solving and how is that benefiting you?
We are working on streamlining processes through Service Manager, such as onboarding and offboarding. Also, providing self-service services for our customers. We are still early in this process, so the benefits haven't been fully realized as of yet.
Recommendations to others considering the product:
Support have been very helpful. I recommend Admin training and implementing using Ivanti's Professional Services. We also contracted for some additional consulting days beyond the initial implementation. These were helpful to have available 9 months after implementation to use to configure functions that we discovered needed to be changed after we had been using it for a while.
Good service management tool. Sometimes a bit slow
What do you like best about the product?
Simplicity, configurable, easy to implement
What do you dislike about the product?
Speed after working with it for long sessions.
What problems is the product solving and how is that benefiting you?
Service management
Supervisor Telecom
What do you like best about the product?
The interaction with our email system. The notifications that the listeners give us is great.
What do you dislike about the product?
Nothing at this point.... everything we have migrated has worked well.
What problems is the product solving and how is that benefiting you?
Asset management - we starting using the CI module and our assets are tracked and audited in a timely manner. We also created a workflow for our Information Security team to track vulnerabilities that have been reported. ... the tracking and the insight it has provided management has been wonderful.
Recommendations to others considering the product:
One software platform can provide your business with many different facades that are needed to perform your day to day work. The auditing and in-house development of the system makes it very flexible to use and incorporate to our business.
showing 91 - 100