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Solid product, too complicated.
What do you like best about the product?
good support, lots of customization options.
Walk through's and trainings as well as hand holding for implementation and rollout. Support is greatly needed since the software is extremely difficult to understand and utilize.
Walk through's and trainings as well as hand holding for implementation and rollout. Support is greatly needed since the software is extremely difficult to understand and utilize.
What do you dislike about the product?
It was fine for our needs. However it does seem like there are too many features and not enough focus on user experience. The UI is atrocious and truly confuses every help desk employee we train. Please TRIM the tabs and menu drop downs to be more concise and understandable
What problems is the product solving and how is that benefiting you?
Ticketing, logging of incidents/requests as well as project management and computer management.
Benefits are improved accuracy of support reporting. Analytics about our teams individual performance are very helpful.
Benefits are improved accuracy of support reporting. Analytics about our teams individual performance are very helpful.
Recommendations to others considering the product:
It's very complex, so you will need someone to be dedicated to learning this.
Service Manager for Incident/Work Order/Service Request, Self-Service
What do you like best about the product?
Broad feature set, all the available features are more than most organizations will initially adopt, presents future growth potential as organization matures.
What do you dislike about the product?
limited consulting resources, and resource availability meant I had 3 implementation consultants throughout our Incident/WO/SR/S-S implementation.
What problems is the product solving and how is that benefiting you?
providing self-service to customers, digitizing paper forms.
Recommendations to others considering the product:
Document your request offering workflows thoroughly.
Robust System With A Steep Learning Curve
What do you like best about the product?
I like that Ivanti Service Manager implements ITIL. If you know ITIL you will recognize its concepts built into ITSM. If you do not know ITIL, working with ITSM opens the opportunity to learn ITIL concepts along side ITSM implementation. ITIL will provide the learner with a framework and vocabulary for understanding IT and his/her place in it. For those who do not want to keep programmers on hand to maintain a service management system, ITSM is programmer-less.
What do you dislike about the product?
ITSM configuration is not at all intuitive. Beginning admins will need lots of time to learn how to configure ITSM offerings. A consultant will probably be needed for the initial setup. Ivanti offers training classes, but those classes just get you started. The training does not beyond the class materials, so you could probably get as good of an introduction just by reading the class materials and doing the exercises. ITSM support was good, but inconsistent. Certainly, I had a good experience with one of the analysts, but I was also referred to the community boards by support.
What problems is the product solving and how is that benefiting you?
As our IT operation matures we are moving towards greater ITIL compliance. We did not have a service management tool prior to ITSM, so ITSM is growing along with the division. It is our primary system for managing services and will ultimately be rolled out to the full campus. It is early in our implementation. We are now tracking incidents and services requests, and just beginning to incorporate change management into ITSM. Change management is a relatively new initiative for us, so incorporating it into ITSM now will allow us to evolve the change management module as we refine our change management practices.
Recommendations to others considering the product:
Try to gain a sense of what it will be like to configure ITSM and the limitation of request offering forms. Investigate how Ivanti Support incorporates the community boards in its support efforts.
Can recommend
What do you like best about the product?
The API functionality makes it fairly intuitive to take a manually built template and use it for integrations with our other systems.
What do you dislike about the product?
There's an overwhelming amount of options and configurations and some of the pages take a very long time to load.
What problems is the product solving and how is that benefiting you?
We use it to track all of our help desk requests as well as log change requests for audit purposes.
ivanti HEAT - Service Manager
What do you like best about the product?
Very intuitive application. Easy to switch to and from different roles to access the software's different features
What do you dislike about the product?
Not really an issue with the software but our company uses the Service Manager for business functions which the program was not designed for. In turn, we sometimes experience issues in performance when there are heavy user loads.
What problems is the product solving and how is that benefiting you?
Our company users the Service Manager to facilitate different business- line workflows such as loan origination and maintenance. I know this isn't what the product was intended for but I think it's very telling that we can customize your product to fill the needs of various different departments.
Recommendations to others considering the product:
We would benefit from more features when designing different forms in HEAT. It's difficult to design forms with different column spacing as the designer does not allow placement of different fields in whichever location. A lot of the times we have to use blank boxes to serve as an empty space if we are trying to make a form aesthetically pleasing for the front end user
Much more evolved than previous solutions
What do you like best about the product?
The front end UI is very user friendly. Very configurable for how we wanted it presented.
What do you dislike about the product?
Configuration time is lengthy to get the right look and feel.
What problems is the product solving and how is that benefiting you?
The previous solution was aged and could not scale for us going forward. The new solution helps us rollout a more modern brand and feel.
Service Manager
What do you like best about the product?
The Integration Options with other products and with IVANTI products
What do you dislike about the product?
The Interface of Service Manager is not user friendly to be user for many users.It is also somehow difficult for IT professionals as well
What problems is the product solving and how is that benefiting you?
the problem we are solving is the incident support process need to streamlined and monitored so service manager helps us achieve that
Daily user for the last 5 years
What do you like best about the product?
There are a lot of options that can be used and limitless option to customize.
What do you dislike about the product?
Reporting tools available out of the box to the analyst
What problems is the product solving and how is that benefiting you?
Tracking time spent on an issue and areas that we can improve.
Recommendations to others considering the product:
NA
ISM covers all the needs of a company in line with ITIL standards
What do you like best about the product?
The tool customization capability is by far its most valuable argument against other tools.
Its certified ITIL processes can be used as guidelines to make your company more "ITIL Compliant".
Its certified ITIL processes can be used as guidelines to make your company more "ITIL Compliant".
What do you dislike about the product?
Within the customization capability, some sides of it doesn't seem natural when compared to pure development logic.
Support tends to get way slower when it comes to technical issues.
And finally, actual bugs are sometimes disregarded as they can't be addressed in next releases (which can be escalated at the cost of a lengthy process)
Support tends to get way slower when it comes to technical issues.
And finally, actual bugs are sometimes disregarded as they can't be addressed in next releases (which can be escalated at the cost of a lengthy process)
What problems is the product solving and how is that benefiting you?
Precise tracking of customer issues and requests.
Asset Inventory lifecycle and billing.
Adjusting our workflows to fit ITIL with the help of the tools' workflows
Asset Inventory lifecycle and billing.
Adjusting our workflows to fit ITIL with the help of the tools' workflows
Recommendations to others considering the product:
Ivanti Service Manager is a tool entirely fitted to any company willing to fit latest ITIL standards.
Ivanti Service Manager
What do you like best about the product?
Easy to use and understand user interface
What do you dislike about the product?
when data bases growth to big it has performance issues, needs to be improved archiving option of the data.
What problems is the product solving and how is that benefiting you?
follow up on cases, quick and simple understandable dispatching of the cases to relevant teams, good dashboards.
Recommendations to others considering the product:
Easy to use user & admin interface
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