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Daily work so experience is so good easy and stable easy to import reports
What do you like best about the product?
As I'm working as DBA so I receive tickets on Ivanti which gives me best experience to easy to use and easy to import many tickets by using filters.
What do you dislike about the product?
I don't think there is downside in Ivanti.
What problems is the product solving and how is that benefiting you?
Easy to raise ticketing without any complications like other ticketing tools.
Recommendations to others considering the product:
I don't think there is any advise.
IT Service Management software
What do you like best about the product?
This tool provided us high level of visibility and allowed us to better project visibility and tickets. It automated most of the steps of our operations with its build in automated tool, so we do not have to keep clicking for repeating tasks and everything is being done automatically which is also saving our time. The portal it provided us is allowing users to solve issues and to keep check on the status of their issues.
What do you dislike about the product?
This is software is providing a lot of services from a single platform so when there is a lot of options, our mostly team members found it bit confusing so they must have required a proper training of this tool to gain complete benefit from it. It is too much technical for non-technical employee.
What problems is the product solving and how is that benefiting you?
This is a good platform for my company which solved all our problems. The customization is amazing, and we can change everything according to our need which is very helpful. It is providing great level of support to my organization. The inventory management feature is an additional benefit for us. The support team is always a call away which makes this tool better than its alternatives.
Expensive, buggy, and difficult to manage. Stay far away.
What do you like best about the product?
Supposedly, a mature implementation can integrate with other Ivanti tools. We were not able to see that benefit due to more fundamental problems with the platform. There's very little benefit to this platform that I can see that makes it any better than its competitors.
What do you dislike about the product?
Ivanti Service Manager (ISM) was a boondoggle from the start. It took over two years to get ISM working after we initially purchased it. Over those two years, we contracted with two different professional service partners and worked with Ivanti support themselves to iron out every wrinkle and squash every bug. Even once we moved it into production (after two years of implementation work), it still didn't work as well as competing service desk options.
If I had one word for Ivanti Service Manager (ISM), it would be "overengineered." A simple workflow that would take 1 step in a better ticketing system takes 5 (or more) in Ivanti. A number of basic functions didn't work out of the box, such as knowledgebase full text search. The entire web interface is obfuscated behind a layer of Javascript that renders basic browser functions (like "open in a new window") inoperable. For example: do you want to send a link to a service request, incident, or knowledge base article by email? You can't do that without significant customization. Do you want to open a few knowledgebase articles in different browser tabs? Again, you can't do that. Do you have users who need to use browser accessibility functions (say, for the visually-impaired)? ISM doesn't support that, either. Cross-compatibility between different browsers, and even different versions of the same browser, is poor. We found that some functions would work in Chrome and not Firefox, or vice versa.
Even when the platform is working, it's extremely counterintuitive for both customers submitting tickets and for engineers supporting them. An incident management system should facilitate support, not get in its way. ISM gets in the way.
Ivanti doesn't even use this product internally, as far as we can tell. Their ticketing and knowledgebase systems are built on Madcap and Jive. I can think of a dozen incident management systems & ticketing systems that I'd rather use than this.
If I had one word for Ivanti Service Manager (ISM), it would be "overengineered." A simple workflow that would take 1 step in a better ticketing system takes 5 (or more) in Ivanti. A number of basic functions didn't work out of the box, such as knowledgebase full text search. The entire web interface is obfuscated behind a layer of Javascript that renders basic browser functions (like "open in a new window") inoperable. For example: do you want to send a link to a service request, incident, or knowledge base article by email? You can't do that without significant customization. Do you want to open a few knowledgebase articles in different browser tabs? Again, you can't do that. Do you have users who need to use browser accessibility functions (say, for the visually-impaired)? ISM doesn't support that, either. Cross-compatibility between different browsers, and even different versions of the same browser, is poor. We found that some functions would work in Chrome and not Firefox, or vice versa.
Even when the platform is working, it's extremely counterintuitive for both customers submitting tickets and for engineers supporting them. An incident management system should facilitate support, not get in its way. ISM gets in the way.
Ivanti doesn't even use this product internally, as far as we can tell. Their ticketing and knowledgebase systems are built on Madcap and Jive. I can think of a dozen incident management systems & ticketing systems that I'd rather use than this.
What problems is the product solving and how is that benefiting you?
After two years, we've finally got it working as a basic IT support ticketing system. Sadly, we spent far too much money and time to get here, where there are many better (and less expensive) options we should have chosen instead.
Recommendations to others considering the product:
Stay away. Stay far away. Look at Jira, ZenDesk, ServiceNow, KACE, or one of the many open-source alternatives.
Feature-packed but could it be over-complicated?
What do you like best about the product?
The Ivanti Service Manager application is jam packed full of features, with so much detail that can be recorded against incidents, it makes running a service desk a very well organised and well oiled machine!
What do you dislike about the product?
It is hugely complicated, its huge array of features and fields means it takes a very long time to get new features activated or new configurations built. This delays our service offerings and makes things more complicated than they need to be.
What problems is the product solving and how is that benefiting you?
Our previous ticketing system had very poor search functionality which made it very difficult to find any historical information. We also had no options for statistical analysis with our previous system.
Powerful and flexible solution.
What do you like best about the product?
The level of customization and integration available. Really easy to leverage on industry standards framework and also add your own requirements.
What do you dislike about the product?
I will have to get down to the details... The one think I dislike is how the cloud version is based on one page development. You can't just simple copy the browser URL to a specific destination.
What problems is the product solving and how is that benefiting you?
Solving the problem of providing consistent IT services with satisfactory user experience.
Service Manager Cloud
What do you like best about the product?
Incident, Problem, Change, Release, CMDB, Service Request all in 1 system.
What do you dislike about the product?
Basic OOTB reporting and have to purchase Xtraction.
Cannot reroute approval tasks for workflows.
Cannot reroute approval tasks for workflows.
What problems is the product solving and how is that benefiting you?
Self Service for the organization and our external customers. Better workflow features.
Recommendations to others considering the product:
Great product to get your ITSM up and running.
Service Desk
What do you like best about the product?
The ease of creating processes and easy user adoption. Quick ROI back to business.
What do you dislike about the product?
Design Transfer is crappy and does not work.
What problems is the product solving and how is that benefiting you?
Process enhancements and streamlined workflows. Window design and calculations.
Recommendations to others considering the product:
Get Professional Services to aid when implementing software
Ivanti Service Manager is a great tool
What do you like best about the product?
Easy visibly across all incidents and service requests makes it simple to support our end users more efficiently.
What do you dislike about the product?
The knowledge management module is not user friendly when creating new article.
Self-service needs more configuration options and style options.
Self-service needs more configuration options and style options.
What problems is the product solving and how is that benefiting you?
Service Desk and support of our end users. P
Recommendations to others considering the product:
Yes
New ISM Client
What do you like best about the product?
Currently Ivanti ISM represents a massive leap ahead of our current product.
What do you dislike about the product?
The asset management components of the base product are lacking, but they do have an affordable addon product. I would really like these two to be put together as you're not likely to operate without it.
What problems is the product solving and how is that benefiting you?
Increased self service and automation.
Recommendations to others considering the product:
Evaluate your requirements and ensure the asset management components meet your needs.
ISM is more than you think
What do you like best about the product?
We use ISM mostly to manage tickets for the service desk. Utilizing services and categories is a quick way to see reporting stats at a glance.
What do you dislike about the product?
there is an order of operations that can be confusing for some people. For example if you pick a team but the status of the ticket is wrong you have to reload the ticket and start over. Otherwise the business rules will not let you continue.
What problems is the product solving and how is that benefiting you?
Service catalog has been a huge help with limiting call volume.
Recommendations to others considering the product:
Stay on the recommended path. Don’t try to change everything to suit your company, rather change the company mindset to suit the tool.
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