What users are saying about
8 Ratings
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Score 7.6 out of 100
28 Ratings
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Score 8.6 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 Service Manager

It's a great system for anyone between wanting something that's just plug-n-play that works out of the box, or someone who wants to shape it to make it their own, and do things their way. It's easy to build your processes into the system, or you can just run with how it's been preconfigured. One of it's limited features is document management. While the system will allow you to upload documents to a record, it's purely storage. It's not suitable for processes that require document processing functionality.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Alemba Service Manager
Ivanti Service Manager
8.5
Organize and prioritize service tickets
Alemba Service Manager
Ivanti Service Manager
9.7
Expert directory
Alemba Service Manager
Ivanti Service Manager
8.2
Service restoration
Alemba Service Manager
Ivanti Service Manager
7.8
Self-service tools
Alemba Service Manager
Ivanti Service Manager
8.3
Subscription-based notifications
Alemba Service Manager
Ivanti Service Manager
8.8
ITSM collaboration and documentation
Alemba Service Manager
Ivanti Service Manager
7.7
ITSM reports and dashboards
Alemba Service Manager
Ivanti Service Manager
9.3

ITSM asset management

Alemba Service Manager
Ivanti Service Manager
8.3
Configuration mangement
Alemba Service Manager
Ivanti Service Manager
8.3
Asset management dashboard
Alemba Service Manager
Ivanti Service Manager
8.4
Policy and contract enforcement
Alemba Service Manager
Ivanti Service Manager
8.1

Change management

Alemba Service Manager
Ivanti Service Manager
8.3
Change requests repository
Alemba Service Manager
Ivanti Service Manager
8.8
Change calendar
Alemba Service Manager
Ivanti Service Manager
7.8
Service-level management
Alemba Service Manager
Ivanti Service Manager
8.4

Pros

Alemba Service Manager

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

Ivanti Service Manager

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Alemba Service Manager

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

Ivanti Service Manager

  • 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.
Calvin Tracy | 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 Service Manager

Ivanti Service Manager 7.0
Based on 1 answer
It is embedded for now until the client chooses otherwise.
Anonymous | TrustRadius Reviewer

Usability

Alemba Service Manager

No score
No answers yet
No answers on this topic

Ivanti Service Manager

Ivanti Service Manager 9.0
Based on 4 answers
The system is extremely customizable, meaning you can make it into exactly what you need. You do need to spend some time in it to really setup the forms, workflows, etc to meet your needs to really get the full value of the system. Once that's taken care of however, it makes the system much easier to use because the system is working for you in the way that meets your unique needs.
Anonymous | TrustRadius Reviewer

Support Rating

Alemba Service Manager

No score
No answers yet
No answers on this topic

Ivanti Service Manager

Ivanti Service Manager 9.5
Based on 5 answers
Just call them up and you'll see. I don't know what it is about that Colorado support office but everyone is always in a good mood and they are so very knowledgeable about the product. Ren was my go-to, her technical knowledge is solid.
Cameron Council | 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 Service Manager

During our RFP and RFI, we were able to review Ivanti Service Manager (powered by Heat) against other companies to see the capabilities and cost structure they offered. Hands down, Ivanti Service Manager (powered by Heat) was an overwhelming success. Having the ability to use a model that is more like a retail company allowed us to expand to what is best for us.
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 Service Manager

  • Our instance has introduced integration of HEAT Voice and HEAT CRM to our contact center, which has resulted in reporting efficiencies in our group.
  • The product has allowed an in-house team to administer the product and support it rather than rely on our IT Organization for basic reporting and administrative needs ($$ savings)
  • A browser-based application has eliminated the time expended on installing the product for newer users.
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 Service Manager

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 Service Manager
8.7

Likelihood to Renew

Alemba Service Manager
8.0
Ivanti Service Manager
7.0

Usability

Alemba Service Manager
Ivanti Service Manager
9.0

Support Rating

Alemba Service Manager
Ivanti Service Manager
9.5

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