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ITSM Tool Review
What do you like best about the product?
The tool will fit every ITSM requirement of your company. You can customize every aspect of the tool up to the small details based on user preference and their support team will help you achieve what will be the best for your organization.
What do you dislike about the product?
You can do more on the off the shelf standard report if it can be customize without cost. We raise it to the project manager who handles the implementation and he was very supportive but the report that we need will be on top of our existing project .
What problems is the product solving and how is that benefiting you?
Incident, Service Request, Problem and Change Management. SLA with our customers are easily met
Recommendations to others considering the product:
Service Now
Very Good Service Management Tool
What do you like best about the product?
Integration with HEAT Voice, Problem mgmt
What do you dislike about the product?
Inability to convert incident to request
What problems is the product solving and how is that benefiting you?
We have greatly improved our internal IT communication and tracking.
Recommendations to others considering the product:
Ivanti in the cloud helps our organization keep our ITSM tool up do date.
So much happier than our old system
What do you like best about the product?
Very customizable, haven't found something that I couldn't find a way to complete yet.
What do you dislike about the product?
The searches are a little weaker than I'd like. They don't always allow me to get what I need first time.
What problems is the product solving and how is that benefiting you?
We started using it just as a tool for our customers, we have now started using internally for our internal ticketing system. It allows us to seamlessly manage requests without having to involve more than one system. No duplication required.
Lots of customization.
What do you like best about the product?
The program is built for customization with in depth and granular controls over each part of the program.
What do you dislike about the product?
The admin platform isn't very intuitive at first and really would work better if you purchase hours to assist with the initial setup, or any major changes that might arise while using the program.
What problems is the product solving and how is that benefiting you?
It allows us to have analytic data on repairs and track if something is more than an occasional occurrence or more of a larger problem.
Recommendations to others considering the product:
Make sure to get initial hours to help with the setup of the program.
HEAT call ticketing System user
What do you like best about the product?
Ease of use and open to be as complex as user wants to make it
What do you dislike about the product?
nothing as of this moment. as I encounter any issues, most are minor in nature
What problems is the product solving and how is that benefiting you?
Call ticketing and monitoring of trends
Ivanti Service Manager for IT operations and support
What do you like best about the product?
ISM has an integrated suite of modules that work well together to manage IT services. We primarily use Incident, Change, Service Request, and Problem management. We have been able to leverage quick actions and workflows in these modules to fit our business processes and support our ITIL and ISO audit requirements. The service request offering forms and workflows are very flexible.
What do you dislike about the product?
The flexibility to customize is great but it also creates additional complexity and a steeper learning curve.
What problems is the product solving and how is that benefiting you?
ISM has helped us streamline the employee onboarding and offboarding processes by creating a composite service request with all the related activities in one place. Managing high priority incidents in Ivanti has helped us alert support staff after hours and provide a better response and support to the business.
Great tool for every application
What do you like best about the product?
The possibility to customize everything; configure the system that it fits to your own requirements in the company. From out of the box to self-developed modules - everything is configurable.
What do you dislike about the product?
The service catalog is unfortunately not very administrator friendly. Here are some features missing, that would make it easier to configure the Request Offerings.
What problems is the product solving and how is that benefiting you?
We implemented our company internal demandmanagement with a new and own developed module. In the production area, we implemented ISM for our Shopfloor-Management. It is also a self developed Module. We integrated a hugh amount of automated workflows for AD permissions combined with approvals from the Business-Area Managers.
Recommendations to others considering the product:
Great tool, if you have the resources and man-power for the administration and if you want to configure a fitted system for your company.
Steps ahead compared to Service Desk
What do you like best about the product?
far more user friendly and easy to configure vs service desk
What do you dislike about the product?
alot of the enhancements are still pipeline vs other toolsets which have them implemented already
What problems is the product solving and how is that benefiting you?
lack of automation
ISM in Evaluation
What do you like best about the product?
Nice interface and mobile experience. Clean and pretty easy to use
What do you dislike about the product?
Additional menus can get complicated if you allow them to
What problems is the product solving and how is that benefiting you?
Only in trial but believed that it would be a reasonable fit although mobile would befit from in app notification features
Recommendations to others considering the product:
Fully map out existing workflows and future road map for ITSM projects and spend time with pre-sales ensuring the fit works. Be flexible with your processes and try to adhere to industry standards to avoid creating Frankenstein's monster in the in software as it is a configurable system. Use standard features wherever possible
Great Implementation...
What do you like best about the product?
I like the easy customization of the GUI through the administration module.
What do you dislike about the product?
There is nothing I dislike. I am happy with the software.
What problems is the product solving and how is that benefiting you?
We are continuing with our Change Management program utility the Change Mofule and CI module.
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