Likelihood to Recommend It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
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 A large community where, if help is needed, is usually very helpful and quick to respond. Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it. Fairly easy installation of the product if recommendations are followed and prep-work is done. 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 The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad. The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly. 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 While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
Read full review 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 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 We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen
ServiceNow or Remedy as our "go-to" ticketing product.
Read full review 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 Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs. CA Mobile app has provided agility and collaboration among IT Users and Customers. 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