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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.
Thus far my experience was great. Most things that I expect are apart of its functionality.
What do you like best about the product?
What I like best about Icanri service manager is the dynamic widgets and ease of automation.
What do you dislike about the product?
What is dislike about Ivanri Servixe manager is the implementation time.
What problems is the product solving and how is that benefiting you?
Automation of internal processes.
Units across the business being able to leverage the platform.
Units across the business being able to leverage the platform.
IT Service Management Nirvana
What do you like best about the product?
Workflows automation nearly eliminated all previous financial and time overhead which the old solution, mostly manual processes, relied. It made my sales team's customer business run far more efficiently and secure.
What do you dislike about the product?
Nothing bad to write home about! The customer loves ITSM, and has made quick work with integrating actionable intelligence to improve SLAs and other business processes!
What problems is the product solving and how is that benefiting you?
IT help desk and ticketing solution to maintain compliance with SLAs.
Recommendations to others considering the product:
Not sure what the previous solution was, but from my correspondence with decision makers at the customer site, it appears to have been a patchwork, multipartner solution that was far more trouble than it was worth. The move was easily made, and nothing but praise for the quality of the product and how intuitive it is to pick up.
APPLICATION ANALYST
What do you like best about the product?
System is comprehensive and easy to use.
What do you dislike about the product?
don't see how to assess cost of poor service with use of surveys.
What problems is the product solving and how is that benefiting you?
Optimization of workflows,, visibility of customer issues and expectations,, enhance productivity and improve business practices.
Recommendations to others considering the product:
It is a great product and can be customized with ease.
Is a good tool for deploy
What do you like best about the product?
The tool is friendly and cover with all the request on my enterprice
What do you dislike about the product?
So, for the region the price is a issue with other solution, but is good for customer with a good level of maturation
What problems is the product solving and how is that benefiting you?
Cover with the a fast deploy and easy upload of the information like categorias, CI, Users and good integration with other external solutions
Recommendations to others considering the product:
ISM is a good solution and competitive tool with other the same line
Ivanti Service Manager feedback
What do you like best about the product?
Integration between modules. Queries that allow for quick at-a-glance views of ticket states and history.
What do you dislike about the product?
Don't like that there's no ability to hover over a field to get info about it. There are also limitations around Problem ticket generation from incidents.
What problems is the product solving and how is that benefiting you?
Root cause analysis of incidents. Ability to get more attention, including management, to problematic issues.
Recommendations to others considering the product:
Go through a thorough Request For Proposal process preceded by a thorough Request for Infomation process. I would also recommend separate demos by module to fully digest the information and forumlate questions. SIde-by-side comparison is also recommended.
Very powerful tool
What do you like best about the product?
The admin console gives a lot of flexibility and is very powerful. In the vast majority of scenarios, I can configure Ivanti to support our business process with business objects, rules, workflows and quick actions. The community is very helpful and provides a lot of great ideas and creative solutions. I am constantly finding out new ways to use the tools Ivanti provides.
What do you dislike about the product?
User interface restrictions in Self Service Mobile -- cannot modify some of the form views (like Knowledge) and there are limitations on the kinds of workspaces that can be shown. The form editor can be clunky and produce inconsistent results. I've found myself having to recreate forms from scratch because it was easier than trying to make modifications.
What problems is the product solving and how is that benefiting you?
Ivanti Service Managers has allowed us to move away from classic HEAT ticketing software, and to support new business processes with software. Ivanti has become a platform where many of our business and IT processes reside.
For example, we are currently working on using Ivanti Voice to:
1. create tickets from our voicemail system
2. allowing users to go through an automated password reset process.
Both of these features will help lower our call volume at the Service Desk, and will streamline processes (especially after hours).
For example, we are currently working on using Ivanti Voice to:
1. create tickets from our voicemail system
2. allowing users to go through an automated password reset process.
Both of these features will help lower our call volume at the Service Desk, and will streamline processes (especially after hours).
Recommendations to others considering the product:
As someone who works at a Service Desk, this tool is extremely useful. If you take the time to learn the tool, you can meet your business's needs.
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