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lot of managment
What do you like best about the product?
view of endpoints and control of updates
What do you dislike about the product?
lack of reporting
endpoints need to check in before reporting that they don't have the latest update
endpoints need to check in before reporting that they don't have the latest update
What problems is the product solving and how is that benefiting you?
endpoint manangement
Recommendations to others considering the product:
have a practical demo
Bronson Healthcare Group Review
What do you like best about the product?
We liked the knowledge management capabilities that are further capable than what the old Ivanti/Landesk Service Desk allowed. Particularly the ability to interface with KB articles within Incident ticket creation and the ability for End Users to query KB articles.
What do you dislike about the product?
The Service Manager interface has "a lot going on" and it feels like it will require a lot more training than the old Landesk Service Desk will. Generally we just provision new analysts and let them in with minimal training, we feel that Service Manager will require a lot more training.
What problems is the product solving and how is that benefiting you?
Knowledge Management in all forms. We didn't use LDSD Knowledge Management module because we didn't find it adequate for our needs, we find that with Ivanti Service Manager.
Highly configurable and agile
What do you like best about the product?
I find it an easy to configure product with lots of ways to achieve a solution: workflows, business rules and quick actions. all provide a great configurable platform to enable me to innovate any business process solution.
What do you dislike about the product?
The look and feel of Self Service UI can be improved, we're still in V1 as we're waiting for some issues to be fixed before moving to V3.
Also some focus should be put toward improving existing functions more than new ones.
Also some focus should be put toward improving existing functions more than new ones.
What problems is the product solving and how is that benefiting you?
Lots of internal business processes and automation we're providing as a solution for different departments within our organisation through different work spaces in ISM
Recommendations to others considering the product:
Plan to use it as an enterprise service manager (not only to IT), this will help you to plan easier and get different departments involved.
Versatile and powerful
What do you like best about the product?
The ISM platform is powerful and we have been able to on-board teams throughout all areas of our business, not just ICT. Its versatility is what really does it for us - we have the ability to create whatever we like. We have the power to implement improvements to many business units, allow them to streamline their workflows and track their work. Many teams were stuck working from paper forms and emails but ISM has allowed us to refine their processes and digitise and formalise them, providing a better experience for their customers and a much better way for the teams to track and manage their work. We've created many custom business objects and been able to implement some very clever solutions. The ISM is truly a platform whose use is limited by your imagination.
What do you dislike about the product?
It can be difficult to find the information we need at times. How-tos and technical information.
The help pages are useful but often don't feel quite comprehensive enough. I also believe that Ivanti can improve their customer communication somewhat and making it easier to find information and technical articles on their website. The community forums can also use a bit of work.
The help pages are useful but often don't feel quite comprehensive enough. I also believe that Ivanti can improve their customer communication somewhat and making it easier to find information and technical articles on their website. The community forums can also use a bit of work.
What problems is the product solving and how is that benefiting you?
ISM is integrated into each one of our ICT teams and we have been able to cater for each team's workflow and requirements allowing them to more accurately track, link and relate incoming work and development tasks. We've also implemented modules for Human Resources, Finance, Procurement, Library, Records Management, Payroll and more. We've found ISM's versatility and customisability has allowed us to onboard nearly any business process, allowing them to more effectively and formally track their work and provide a better experience to their customers.
Recommendations to others considering the product:
Implement in-house. Having your own full-time administrators will allow you to get the most out of the system.
Customized, Automated and Well Supported
What do you like best about the product?
Our ability to customize almost all their products and the partnership that thrives for both sides. We love pushing the boundaries of what people think is 'Possible'.
What do you dislike about the product?
Often buggy during development. This is mostly due to the customized part. The more customized you make the product to work for your company, the more likely you will spend time shaking out bugs during development.
What problems is the product solving and how is that benefiting you?
Automation for Tax Season form requests, automation for phone system, smooth connection between departments work spaces to allow for inter-departmental partnerships.
Recommendations to others considering the product:
ISM is a wonderful problem solving tool. They earned their reputation of being able to make what business's said were impossible, possible. Can't, isn't a word Ivanti uses often and is always followed with "Let us see what we can do to make that work".
Time Saver
What do you like best about the product?
Having the ability to manage our machines based on queries I build. For instance our support staff can depend on the fact that if they are working on a surface, the dock updater is there because EPM has pushed it out because the device is a "surface".
What do you dislike about the product?
My one main complaint is the inability to restart a failed task from the failure. Currently if one our more complicated deployments fail, I have to start the entire process over again. It would be greatly beneficial if I could simply start the failed process again.
What problems is the product solving and how is that benefiting you?
Keeping tasks organized, we depended on email before ITSM. Almost no request "slips through the cracks" anymore.
Very intuitive and streamlined solution
What do you like best about the product?
the level of versatility of the product allowed our enterprise to customize the solution to our unique needs and protocols.
What do you dislike about the product?
An on going problem that we are experiencing is there a lot of searching around for the correct modules to configure the desired function. And I do believe that is a result having such a versatile tool. Thankfully documentation and partnering professional services are always available.
What problems is the product solving and how is that benefiting you?
-streamlined workflow and documentation
-very useful analytic metrics
-customizable dashboards allow quick referencing of statistics.
-very useful analytic metrics
-customizable dashboards allow quick referencing of statistics.
Recommendations to others considering the product:
As a genuine testimonial, I feel that Ivanti Service manager is a great investment. Our enterprise has benefited greatly from the value and powerful tools this solution offers.
Love the workflow and Integration capability
What do you like best about the product?
Flexibility to design your own forms, workflows, and communication templates
What do you dislike about the product?
UI/UX for the agents is very complex. I would like to have a way to match with FreshDesk that is so easy to use
What problems is the product solving and how is that benefiting you?
We have moved away from paper based form. All support departments are now managed through the ticketing system
Ivanti Simplified Management
What do you like best about the product?
The ability to manage your IT environment in one platform, from software, antivirus, imaging, down to asset management.
What do you dislike about the product?
Some of the capabilities require a bit of deep knowledge of the product and doesn't have a clean interaction between Service Desk and LDMS.
What problems is the product solving and how is that benefiting you?
Incident, Requests, Projects and Change Management.
Recommendations to others considering the product:
Look for use cases and research the community forums to understand who and how people are using the application
Powerful but extremely steep learning curve
What do you like best about the product?
Ivanti Service Manager can do pretty much anything you want to do. You can mix concurrent and named licenses which is rare in the ITSM field.
What do you dislike about the product?
You won't be able to implement most of your wild dreams without consulting fees. It is not very user friendly as an administrator. Support is extremely slow. When you do get them on the phone they are very knowledgeable but almost nothing can be "explained" over the phone, you need to dedicate time to a remote session where they may need to modify the SQL database. Test to Live database migrations don't work well. Be prepared to backup your SQL environment and expect playing in Production.
What problems is the product solving and how is that benefiting you?
We implemented a self-service portal so our users could enter their own tickets.
Recommendations to others considering the product:
You need a trained, dedicated administrator to pull off advanced things.
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