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Solid Configurable ITSM Suite
What do you like best about the product?
Versatile software that can be tailored and configured to different business cases
What do you dislike about the product?
3rd Party integration is improving and will be exceptional soon.
What problems is the product solving and how is that benefiting you?
Clarity in work, KPIs, Metrics
ServiceDesk is Awesome!
What do you like best about the product?
We have been using Ivanti Service Manager for a number of years. We have customized it to meet our needs. This saves our IT department many hours each day to have all requests and incidents automated. The approval process that the requests go through is seamless and saves us time and paperwork.
What do you dislike about the product?
Nothing yet. We are happy with the product
What problems is the product solving and how is that benefiting you?
Mostly the approval process. Tickets can be directed to the appropriate level of management or HR. This takes IT out of that process. Our campus is now hosting the Super Bowl. Our Public Safety Department is making use of Service Manager for access badge approval. They are thoroughly impressed with the capabilities of this software.
One of the best ITSM tool out there
What do you like best about the product?
User friendly with comprehensive interfaces and easy administration
What do you dislike about the product?
Project Management limitations. Doesn't seem to have the capability of managing and tracking long-term projects
What problems is the product solving and how is that benefiting you?
Tracking top Services and Incidents. Able to dedicate resources and justify cost on solving problems
Ivanti Service Manager
What do you like best about the product?
Customizable, easy to use, and straightforward interface. Deployment was a breeze.
What do you dislike about the product?
With all of the customization capabilities. It is easy to change attributes but it is also easy to break things too... Professional setup is recommended.
What problems is the product solving and how is that benefiting you?
System integration and consolidation due to growth and acquisition
Recommendations to others considering the product:
xx
Simple and clean service management
What do you like best about the product?
The new workspaces layout. Although it is slower, it looks much better.
What do you dislike about the product?
For some reason our search feature doesn't work right. It might be how we have it configured.
What problems is the product solving and how is that benefiting you?
Software deployment and patching.
Started off Rough, But Finished Spectacular.
What do you like best about the product?
The interfaces and the configuration, ease of use for the end user.
What do you dislike about the product?
Lack of well written documentation. Step by Step how to documents are very much needed. Training is lacking as well. Make sure you don't do the generic SOW It is better to just purchase time and Make sure if you do on premise you get a Vendor Tech that has lots of experience.
What problems is the product solving and how is that benefiting you?
Our current/old system was Epicor ITSM. It was difficult to move around in and more then half of the 50 staff members did not use or used as little as possible. Never could get the web interface working in epicor. Figured that after engaging the vendor it would cost more in the time needed for the vendor to polish up the existing and add all the features that we got in ISM.
We are going live with ISM 2-25-2019 currently we are creating internal documentation and polishing up ISM. There are three tiers that you can purchase we started with the first tier. We will be adding the next two tiers toward the end of 2019. We utilized the vendor for 3 weeks of support. We should have purchase 4 weeks. We are looking at purchasing 1 more week in a month or so. We are getting the buy in from all the IT staff and I am sure our customers (hospital staff) will love the ease of use as well.
I would recommend this software to anyone that is looking to improve the customer service.
We are going live with ISM 2-25-2019 currently we are creating internal documentation and polishing up ISM. There are three tiers that you can purchase we started with the first tier. We will be adding the next two tiers toward the end of 2019. We utilized the vendor for 3 weeks of support. We should have purchase 4 weeks. We are looking at purchasing 1 more week in a month or so. We are getting the buy in from all the IT staff and I am sure our customers (hospital staff) will love the ease of use as well.
I would recommend this software to anyone that is looking to improve the customer service.
Recommendations to others considering the product:
Be realistic about time line. Management can set unrealistic goals for go live. Make sure you ask for a Vendor Tech that will help you through the install and setup. Take lots of notes ask lots of questions. Do a one week sessions split it up don't do it all in a row give yourself time to learn the product. Your time needs to be fully vested in this to do it justice. If you can't do that make sure you give yourself 6months at least to go live. We are doing it in 3 months and it is very rushed.
Ivanti Service Manager Review
What do you like best about the product?
The ability to toggle between IT Analyst and Self Service roles in the system is very easy.
What do you dislike about the product?
Not very user friendly when it comes to searching for specific tickets
What problems is the product solving and how is that benefiting you?
IT and Facilities related service requests and issues for the business. We are also looking into the asset management module as well.
Recommendations to others considering the product:
Look into all modules and functionality and define the role function extensively as it helps with workflows/processes.
Great scalability and automation
What do you like best about the product?
I think the best part of ISM is how mutable every object is. You can literally set up the entire system to do anything you want, infinite possibilities. Nothing is really "locked down".
What do you dislike about the product?
I wish I could write scripts instead of dragging and dropping workflow objects because it takes a long time to accomplish relatively simple tasks.
What problems is the product solving and how is that benefiting you?
We are solving IT ticketing, asset tracking (to an extent), and ISM also indirectly serves as an audit trail for our AD accounts (hourly AD sync with all important fields, changes tracked in Audit History).
Robust system with many options.
What do you like best about the product?
I like that I am able to really control the design of what the end user see and what data I want to collect. This really help with analyzing data to be more proactive when we start looking at trends with equipment or training.
What do you dislike about the product?
The form creation side need to be more GUI friendly and out of the box there is a lot of legacy stuff that needs to be cleaned up, so as not to present options that are no longer valid.
What problems is the product solving and how is that benefiting you?
Just finished the implementation, but the analytic will be a key tool in shaping what IT looks like.
Recommendations to others considering the product:
Plan Plan Plan, give you and your team time to design and understand ITIL month before setting up the software.
Upgrade Experience
What do you like best about the product?
Discovering what ISM is really capable of doing and automating.
What do you dislike about the product?
Support for the upgrade.
Did not like that some of the Out of the box feature shown were not available based on licensing. In fact some even required a different product.
Did not like that some of the Out of the box feature shown were not available based on licensing. In fact some even required a different product.
What problems is the product solving and how is that benefiting you?
Once we knew there were business partners who could also assist who are more in our region helped a bit.
Recommendations to others considering the product:
Get training on using the system. Have qualified administrators.
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