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ISM can do more than you think
What do you like best about the product?
We use our ISM for almost everything. On boarding and off boarding our employees, requesting access, and hardware. The integration with RES and xtraction has huge Beni fits with our reporting and automation as well.
What do you dislike about the product?
The mobile platform still is unusable for our company. Also when changing a task or incident from teams if you don’t do the steps correctly such as the team status category etc than it won’t save.
What problems is the product solving and how is that benefiting you?
ISM has significantly improved various processes that used to be manual or completed thru emails and saved the teams time by streamlining their processes. Incidents help our users get their issues resolved faster and more effectively.
Beautiful yet still developing business solutions platform
What do you like best about the product?
The best part of ISM and its sister applications is that it just gets the job done. It allows for customization, but even out of the box configurations can help business solutions and manageability.
What do you dislike about the product?
Like with any platform, the more you customize for your own business needs, the more likely you will run into unforeseeable problems.
What problems is the product solving and how is that benefiting you?
Mass automation in our voice phone system that allows our hundreds of thousands of employees to make on demand requests for their W2's, personal information changes, general IT outage announcements and transparency for high level management.
Recommendations to others considering the product:
If you wish to begin this journey, plan to have help in learning how to build & configure and then later support. We have a 6 person team doing this with ISM, Voice, Xtraction, automation, etc...
Good
What do you like best about the product?
Easy ticket creation when filling out a ticket
What do you dislike about the product?
Work flow to control the ticket aren't easy
What problems is the product solving and how is that benefiting you?
Tickets
...and the kitchen sink
What do you like best about the product?
When we first saw the demo for ISM (HEAT) our helpdesk crew, including myself were FLOORED by how many features it has. The best part is that we can direct users to a portal or knowledge when they need help.
What do you dislike about the product?
As an administrator, you need to be a jack of all trades when trying to manipulate the system. It doesn't hurt to have some programming background.
What problems is the product solving and how is that benefiting you?
We get audited ever so often, and in those times, we would have to close our doors for a week just to make sense of everything. As of right now, there's many tools that allow us to instantly show the exact number of machines, office installs, adobe installs, etc - we can even retract licences from un-used copies.
Recommendations to others considering the product:
Get a team. One person alone cannot administrate this easily.
Ease of use
What do you like best about the product?
My team is able to configure ISM with ease. They have all promoted from the Service Desk and learned how to configure and manage the system.
What do you dislike about the product?
There is so much I would love to do in the system and just not enough time to do it all. We have learned to do little wins at a time.
What problems is the product solving and how is that benefiting you?
The new hire request was multiple requests just to get the new person the access and equipment they needed. When we created and implemented our new hire request, we were able to gather all of the information in one form. Therefore, the manager did not need to go to multiple places to onboard their person.
Recommendations to others considering the product:
Look at all of the features. However, dont become overwhelmed with everything available. Start small and build from there. Allow your users to partner with you when creating and configuring.
Service Desk
What do you like best about the product?
Support community is good. The future looks brighter than wehere we’re currently at. So looks to be going in the right direction
What do you dislike about the product?
Currently we’re using Service Desk but looking more into Service Manager and that looks promising.
What problems is the product solving and how is that benefiting you?
Incident Management, Change Management
Long time customer of previous versions of ISM
What do you like best about the product?
The move to a cloud SaaS platform removing the need to manage an on-premise solution and the fresh web-based UI.
What do you dislike about the product?
There aren't really any downsides - we get great support from Ivanti.
What problems is the product solving and how is that benefiting you?
Ensuring compliance against the ISO/IEC 20000 international standard for IT Service Management which is a requirement of some of our new business ventures and contracts.
Recommendations to others considering the product:
Do not go down the route of heavily customising the product
Good product, but resources are behind a paywall
What do you like best about the product?
ISM is pretty intuitive for the most part. So far, the Request Offerings in the Service Catalog has been the easiest to set-up and to get immediate value from.
What do you dislike about the product?
It's hard to find documentation on how to perform basic tasks or implement common features online. This is further exacerbated by renaming of products and finding resources that are for older versions of the product that no longer apply, etc. It gives the impression that Ivanti wants to the customer to pay extra for these types of resources (consultant, Ivanti Global Academy, etc.) Compare this with ServiceNow.
What problems is the product solving and how is that benefiting you?
ISM has helped us turn email only Requests and Incidents into Service Catalog items and automatically generated tickets. It's also helped manage routine requests for our HR department.
Recommendations to others considering the product:
Make sure that you include the cost of consulting and/or the Ivanti Global Academy. Resources are scarce online, compared to ServiceNow.
I am happy
What do you like best about the product?
It was an amazing event, with good presenters. I learned a lot!
Thank You Ivanti!
Thank You Ivanti!
What do you dislike about the product?
Only one session, the understanding of the presenters was not good for me as a not native English speaker
What problems is the product solving and how is that benefiting you?
na
Ivanti Service Manager is a Powerful Turnkey Solution
What do you like best about the product?
we love the ability to fully customize Service Manager to suit our needs. The support staff is top-notch and always responds in a timely manner.
What do you dislike about the product?
The mobile app is not ready to use currently and we would love to see that overhauled for enterprise use.
What problems is the product solving and how is that benefiting you?
With Ivanti Service Manager we able to track all issues and see what our techs are doing on the daily basis, check for patterns in reoccurring issues, and run reports for various KPI's..
Recommendations to others considering the product:
Try it and you'll love it.
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