8 Ratings
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Score 7.6 out of 100
29 Ratings
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Score 7 out of 100

Likelihood to Recommend

Alemba Service Manager

When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
Amr ElGarhy | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.5
Organize and prioritize service tickets
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Expert directory
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Service restoration
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Self-service tools
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
5.1
Subscription-based notifications
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
ITSM collaboration and documentation
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.4
ITSM reports and dashboards
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.4

ITSM asset management

Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
4.0
Configuration mangement
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.6
Asset management dashboard
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
3.7
Policy and contract enforcement
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
1.8

Change management

Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.1
Change requests repository
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Change calendar
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.5
Service-level management
Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5

Pros

Alemba Service Manager

  • Manage service processes
  • Manage pools
  • Automate services
Brian Kedash | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • One of the best things that Service Desk does is integrate seamlessly with our Endpoint Manager and Asset Managing
  • Reporting is fantastic
  • Email communication is always seamless
Jason Koslowski | TrustRadius Reviewer

Cons

Alemba Service Manager

  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
Amr ElGarhy | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Interface could use a facelift
  • Communicate with users from tickets
  • When all task have been completed the option to close the ticket should be available, or it just hangs out there
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Alemba Service Manager

Alemba Service Manager 8.0
Based on 1 answer
It's performed just how I want it to, so no real complaints really
Brian Kedash | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

No score
No answers yet
No answers on this topic

Support Rating

Alemba Service Manager

No score
No answers yet
No answers on this topic

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) 9.1
Based on 1 answer
Support system is very good. I believe they have done an excellent job supporting our questions
Anonymous | TrustRadius Reviewer

Alternatives Considered

Alemba Service Manager

It wasn't my selection, it's been used for more than five years in the current organization.
Amr ElGarhy | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

We selected LANDesk because of ease of use and also because it was easy to modify according to our needs.
Anonymous | TrustRadius Reviewer

Return on Investment

Alemba Service Manager

  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
Brian Kedash | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
  • The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
  • The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.
Anonymous | TrustRadius Reviewer

Pricing Details

Alemba Service Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Alemba Service Manager
9.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0

Likelihood to Renew

Alemba Service Manager
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Support Rating

Alemba Service Manager
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.1

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