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Service management that works pretty well.
What do you like best about the product?
Core experiences work very well. System competently tracks incidents and service requests.
What do you dislike about the product?
Project area is lacking, workflows need some outside help.
What problems is the product solving and how is that benefiting you?
It runs all of our incident and service request management.
Good ITSM tool for any organization
What do you like best about the product?
It's very customizable. It fulfills all our service management needs.
What do you dislike about the product?
Administration is sometimes not very user friendly or intuitive.
What problems is the product solving and how is that benefiting you?
Using it to manage incidents, service requests, assets, problems, and knowledge. It helps improve efficiency by providing a central repository for asset and ticketing information
Recommendations to others considering the product:
It's an affordable, robust, and customizable on-premise solution. Just know configuration and administration will take a lot of training and someone with programming knowledge.
Ivanti -
What do you like best about the product?
The UI and the level of detail information on the successful signon depends on the roles assigned like the Service Desk analyst/User.
On both the perspective it is really good. As a User - Very less information needs to be collected. But as a Service desk analyst many mnay more fields will come up for a detailed tracking of the incidents/Service request. The more positive thing about it is , it will get integrated with the same credentials as your network Id as in the Office 365
On both the perspective it is really good. As a User - Very less information needs to be collected. But as a Service desk analyst many mnay more fields will come up for a detailed tracking of the incidents/Service request. The more positive thing about it is , it will get integrated with the same credentials as your network Id as in the Office 365
What do you dislike about the product?
The search part should have been more convinient. Need to give an option to open the incidents/service requests without searching for it. Also the filters needs to be more clearly defined
What problems is the product solving and how is that benefiting you?
The requests coming in any emails are put across on to Ivanti. This helped a lot for the ease of tracking and even it gave the transperency of the work allocated. This gives more ease of resolving issues
Recommendations to others considering the product:
This is really a very good tool. If this is implemented enterprise wide then this will really be a great tool to use. More good part is that it will get integrated with office 365 login so this will be really good feature too.
Powerfull tool
What do you like best about the product?
Process designer - you can design process as needed, with statusses, actions reminders and so on.
What do you dislike about the product?
It is hard to access other objects - ie. if user requested a set of CI's, it is hard to manage all of them in one step - change owner, status etc.
What problems is the product solving and how is that benefiting you?
Adopting tool processes to real life work.
Heat Service Desk
What do you like best about the product?
The ease of use is not taking a full time admin due the ability to use.
What do you dislike about the product?
I would like to see more api intergrations.
What problems is the product solving and how is that benefiting you?
We use the product to track inciedents.
Recommendations to others considering the product:
Go the online version as it is the future
Ivanti Service Manager helps Service Desk
What do you like best about the product?
The best thing I like about Ivanti Service Manager is that it allows me to create and track tickets easily. It's customizable to fit our organizations needs.
What do you dislike about the product?
What I dislike is not about the product itself, but rather with the frequent transitioning we as customers have to go through whenever the product is purchased by another larger company.
What problems is the product solving and how is that benefiting you?
The business problems that we are solving with Ivanti Service Manager is the ability to move from incident to problem to change management seemlessly.
Recommendations to others considering the product:
The product can be really useful. When implementing the product make sure to trust the consultants that have been assigned to your project. Decide early on whether you want to go with HEAT on premise or HEAT Cloud.
Ivanti Service Desk is a great tool.
What do you like best about the product?
I like how easy it is to create an Incident and to see your workload.
What do you dislike about the product?
I dislike that you can't upload an image in the resolution after you closing the ticket.
What problems is the product solving and how is that benefiting you?
I work in Helpdesk and we solve all kind of problems we run into in the company.
ivanti Service Manager solution
What do you like best about the product?
THis product allows for automation in any process within our organization. As we build automation solutions other areas get excited about the possibilities to help them automate.
What do you dislike about the product?
Ad Hoc reporting - but this is coming out soon in a new release.
What problems is the product solving and how is that benefiting you?
Automation and workflows, unified IT solutions
Best Service Desk Software
What do you like best about the product?
We like the flexibility and variety of options that can be implemented. It can cover almost all workflows that may be needed in any organization.
What do you dislike about the product?
Sometimes it may be a bit complicated to achieve a required configuration. I don't actually call this as something that I dislike but I heard this couple of times during my system implementations.
What problems is the product solving and how is that benefiting you?
Incident Management, Change Management, Knowledge Management, Contract Management, Asset Management, Request Management, Project Management and Problem Management.
Recommendations to others considering the product:
If you need to automate any workflow, I suggest going for Ivanti Service Desk.
Good service desk tool
What do you like best about the product?
A solid service desk tool with all the capabilities you expect from a service desk tool.
What do you dislike about the product?
Nothing it works as advertised. A solid way to register tickets
What problems is the product solving and how is that benefiting you?
Every business needs a service desk tool with a tool tickets would not be registered.
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