Likelihood to Recommend Great visibility of asset assignment to user but not so good if you track also assignment of user rights through CI for users. It would be nice if you can group types of assets/configuration items to user not to show everything mixed up. There is great options to adopt product to your particular needs, there are options for adding some special fields in process automation to help to have tailored process from enduser fill in forms to complex workflow which utilises various specialists
Read full review We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.
Read full review Pros IT processes automation Responsive GUI Weekly updates which pinpoint some difficulties in daily usage Read full review Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around! A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers! There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site. Read full review Cons It is easy to do first deployment in wrong direction - maybe there should be better guidance how to setup services/service instances to properly work at the end. Reporting is based on predefined templates - to get most of them you have to properly implement services in IT - it is not an easy process Integration with O365 for out of office would be helpfull Read full review Had a little trouble sending some files remotely a few times, but it could have been on our end. The system was a little different from what we were used to. We had to drill down into the program a bit more than expected. We couldn't tell if some of our older machines were having problems with it, or if it was the program itself. Read full review Likelihood to Renew We are fully committed to this system. After customizing it for the past 3 years we have no plans to change
Read full review Usability Tool has built-in automation module which helps to more precisely define user requests or workflow condition. This from one hand gives end-user easy and understandable forms to fill in, and from other had it ensure all needed information has been fulfilled for further steps in workflow. Once you follow service principle which is base for that tool it will help you to track in detail your business and your partners
Read full review There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
Read full review Support Rating Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
Read full review Alternatives Considered Ivanti is far more user friendly than ManageEngine, and has more features than
Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
Read full review Contract Terms and Pricing Model On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.
Read full review Professional Services There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
Read full review Return on Investment As we are finance institution we are strictly regulated so this product helps us in many fields to satisfy regulatory requests through easy workflow management setup. Product is easy to implement, easy to adopt so we use it in different segments of business (central purchase department, security office, IT department) for tracking and standardising various processes in each niche. Read full review In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time. In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task. Read full review ScreenShots