3 Ratings
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Score 8.2 out of 100
31 Ratings
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Score 6.7 out of 100

Likelihood to Recommend

Cherwell Asset Management

Great if you have the time and resources to set up the system correctly from the start. Bad if you're trying to rush the implementation and have very few users dedicated to the project.
Justin Brown | 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

Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Organize and prioritize service tickets
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.7
Expert directory
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Service restoration
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Self-service tools
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.0
Subscription-based notifications
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
ITSM collaboration and documentation
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.8
ITSM reports and dashboards
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5

ITSM asset management

Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
5.2
Configuration mangement
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.5
Asset management dashboard
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.5
Policy and contract enforcement
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
1.5

Change management

Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0
Change requests repository
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.4
Change calendar
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.4
Service-level management
Cherwell Asset Management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0

Pros

Cherwell Asset Management

  • Automation
  • Integrating with other systems
  • Full control over how ITSM platform is set up and used
Justin Brown | TrustRadius Reviewer

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

  • Follow pre-defined workflows for ticket types.
  • Properly route tickets & messages to internal users.
  • Offer a simplified interface for writing message templates and workflows.
Anonymous | TrustRadius Reviewer

Cons

Cherwell Asset Management

  • Reporting module
  • Knowledge base searching
Justin Brown | 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

Support Rating

Cherwell Asset Management

Cherwell Asset Management 8.2
Based on 2 answers
Cherwell support has been excellent! Always available to take our emails and calls and get back to us quickly.
Justin Brown | TrustRadius Reviewer

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

Cherwell Asset Management

No answers on this topic

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

They only system that I can compare against Service Desk is ConnectWise. With that in mind, I definitely see that Service Desk is much easier to maintain, design and improve. The visual representation of processes does assist with seeing how it's working. However, the window design is still severely lacking in comparison.
Jason Koslowski | TrustRadius Reviewer

Return on Investment

Cherwell Asset Management

  • Consolidated other systems into a single platform
Justin Brown | 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

Cherwell Asset Management

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

Cherwell Asset Management
7.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.7

Support Rating

Cherwell Asset Management
8.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.1

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