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Good Product
What do you like best about the product?
the biggest plus is we don't need to install desktop client, like the old version required. Playing with SQL and ODBC settings is a thing of the past.
The ability to access the portal from anywhere in the world is great.
The ability to access the portal from anywhere in the world is great.
What do you dislike about the product?
Ivanti Support can be better. Dealing with Tier1 support and going back and forth is tiring at times.
What problems is the product solving and how is that benefiting you?
Ability to track issues and monitor the amount of time it takes to resolve certain issue. We can use metrics to help us staff our Help Desk by viewing trends on ticket frequency. We're able to track chronic issues and flag those to be address and looked at on a deeper level
Recommendations to others considering the product:
In my opinion the most difficult part is getting a handle on the Categories. Take the time and clean up your categories prior to implementing HEAT. our categories were out of hand prior to moving and we imported them right in and it was more of a mess
Great Product and depolyment in the cloud was quick and easy
What do you like best about the product?
Having chosen the cloud its gave us fact access to the tool with patching and up time managed by Ivanti direct.
What do you dislike about the product?
Lack of reporting built within the tool, ivanti do offer another tool with free licences but if you are a cloud user you need another instance to run the reports from, this should be included in the base price.
What problems is the product solving and how is that benefiting you?
Migration of multiple ITSM tools into one.
Recommendations to others considering the product:
Make sure your department is ready from a maturity level e.g ITIL etc
Overall great ticket system
What do you like best about the product?
Easy yet robust ticket system. There’s a lot of options for communication and routing tickets
What do you dislike about the product?
Learning curve for more advance options.
What problems is the product solving and how is that benefiting you?
Customer facing issues
ISM - Administrator Friendly
What do you like best about the product?
The ability to customize forms and workflows easily and in a hurry if needed. Many different ways to automate and add connectors to other applications.
What do you dislike about the product?
Would like to see more detailed help files. How to and suggestions on other ways to design and implement vs standard.
What problems is the product solving and how is that benefiting you?
more automation means more time saved by IT and end users
Recommendations to others considering the product:
Great tool! Easy for end users to use and easy for administrator to administer. Lot of pieces to the ISM tool including Ivanti Voice and Ivanti Extraction.
basic but works great
What do you like best about the product?
For the user it is very easy to learn and use. For the admin it takes a lot of work up front but works great
What do you dislike about the product?
the console you hve to jump to many different modules to set up 1 item
What problems is the product solving and how is that benefiting you?
Self service ticketing and IS requests for software and access.
The product is versitile.
What do you like best about the product?
The ability to use it throughout the whole organization. It is not just an IT product but can be used by all departments.
What do you dislike about the product?
I dont really have anything I dislike. The product is good.
What problems is the product solving and how is that benefiting you?
Phone call deflection and avoidance.
Recommendations to others considering the product:
The Service and Support you receive is steller
Simple, powerful service managment
What do you like best about the product?
Service Manager is an easy to use yet powerful tool that allows for qick customization and modification. Most of the functionality is "good-to-go" right out of the box. Modules include incidents, service requests, problem, change and knowledge. There are more but this is a great strating place for an initial launch. Customizable workflows are simple drag and drop but allow for fast and efficient automation.
What do you dislike about the product?
Ivanti has 2 major releases per year. My experiece has been that anything that I've viewed as an "opportunity for improvement" was addressed within one of the major releases.
What problems is the product solving and how is that benefiting you?
Improved self service. More efficient service requests. Decreased handeling times. Increased customer satisfaction.
Excellent product, easy to use, makes life easy
What do you like best about the product?
Interface is clean, easy to navigate and does the job. End users are easily able to utilize the system with little to no guidance. Analysts have the ability to search tickets easily as well as utilize the knowledge base to determine if a solution is readily available.
What do you dislike about the product?
Configuration is a bit cumbersome and requires assistance from the vendor. It's not very straightforward.
What problems is the product solving and how is that benefiting you?
Enterprise wide service desk (helpdesk) as well as request management, change management, and centralized knowledge-base. This product has all of this functionality and it all works well together. It also then ties into all of the other Ivanti products (asset management, on/off-boarding, etc.) for a company-centric solution.
Recommendations to others considering the product:
Go to heat - ignore this product
Happy Campers using Service Manager
What do you like best about the product?
The ability of individual customized dashboards
What do you dislike about the product?
Integration with other Ivanti products, Ivanti is growing so fast it is hard to keep up with all of the product changes.
What problems is the product solving and how is that benefiting you?
the ability to have customized SLA agreements based on departmental needs, the ability to work on the product in house saving cost.
Recommendations to others considering the product:
There is so much out of the box it is amazing
Great service
What do you like best about the product?
Really fast response, correct handling of the ticket and great service. You can tell they know there product
What do you dislike about the product?
Not much really. They were just really fast, and the problem we had was being solved in a new release of Workspace manager
What problems is the product solving and how is that benefiting you?
Quick support towards our clients
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