Ivanti Endpoint Manager vs. Ivanti LANDESK Service Desk (discontinued)

There is no direct replacement for the on-prem Ivanti [Unified Endpoint Manager (formerly LANDESK Management Suite)] solution. Ivanti has a companion product called Neurons, but that is in additional cost, and requires configuration with your on-prem [Unified Endpoint Manager] instance to perform basic functions. If cloud-based is a requirement for your organization, this is likely a dealbreaker. You can implement [Unified Endpoint Manager] in a cloud instance such as AWS, but the support for this appears limited. If on-prem is not an issue for you, this is a great tool for device management. It has robust features, impressive inventory, massive customization options, and excellent vendor support. If Patch Management is a problem in your company right now, this is the first product I would evaluate.

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.

Incentivized

• Patch(Security) is done really well. You can use roll out projects or built-in automation as well as the use of groups and scopes to design pilot and other use cases.
• It takes a solid inventory of what you have of your endpoints and can do an agentless scan as well if you need to collect data that way as well.
• Provisioning is rather simple and even allows you to use other products' software for the image or the built-in if you wish to do so.
• Software distribution works well and has a lot flexibility built into the module.

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

Incentivized

• Setup - Boy it is a pain to configure everything correctly. Be aware that you'll probably be giving an AD service account some God rights to get everything working....and security just loves that....
• Cost - Boy you have to pay for everything. I suppose it lets you buy into just what you want but having repeated items go through procurement is a pain if your procurement branch is a pain.

Incentivized

• 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

We are happy with the product but the support and development process is far superior to any other company we have worked with. Having a good support structure is very important in today's marketplace of products that do so many things and have so many robust options and capabilities. We are very satisfied with our contract, pricing, support and product execution.

Items are logically laid out and most are easy to find. The more advanced stuff can be trickier, but it is still not hard to find. There are a lot of options though, so remembering where some settings are, especially if you do not alter them often, can take a minute, but you will get to them fairly qiickly.

TRM\TAM support has been generally very good. Getting reported bug fixes, design changes, UX problems resolved has been a pain. It is often difficult to get problems escalated beyond the TRM\TAM level. Support is fantastic when you can get it, getting it can often require more work than it should, and that is probably our biggest issue.

Support system is very good. I believe they have done an excellent job supporting our questions

It's been many years since I did a full evaluation of other products but at the time we purchased it, the main competitors were Microsoft's SMS and Alteris. SMS just looked horribly ugly and complicated (which fit in very well with Microsoft's other server tools) and Alteris looked okay but had a piecemeal approach where even a basic deployment meant purchasing a half dozen or more components. LANDesk had one bundle for all the tools we were looking for and had a great interface for presenting the data.

Incentivized

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.

Incentivized

• In a college environment, the remote control access is very helpful in resolving issues w/o running around campus.
• Very nice to push software to multiple devices at once.
• Software portal is useful in allowing users to get what they need without the need for a tech.

Incentivized

• 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.

Incentivized