10 Ratings
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Score 7.6 out of 101

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Likelihood to Recommend

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.
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Feature Rating Comparison

Incident and problem management

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5
Organize and prioritize service tickets
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.8
Expert directory
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.7
Service restoration
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Self-service tools
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.3
Subscription-based notifications
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.0
ITSM collaboration and documentation
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.2
ITSM reports and dashboards
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.1

ITSM asset management

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.4
Configuration mangement
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.7
Asset management dashboard
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.1

Change management

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.4
Change requests repository
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.2
Change calendar
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
10.0
Service-level management
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.2

Pros

  • The core Help Desk solution (Incident, Request, and Problem Management) is great and has all the features you would expect. Parent/Child relationships, Major Incidents, Linking, SLA Management, Approvals, and an easy to use interface
  • The process engine within the application is very powerful and you can easily create your own unique custom processes to solve your business needs/problems. The process engine is robust and one of the main reasons we chose the product.
  • Ease of customization without writing/deploying code. This was a major requirement for us and Ivanti offers the ability to customize the product without writing code. They also have a built-in migration tool that allows you to easily move changes through your environments.
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Cons

  • We are a heavy user of the product and have found many Bugs/Defects. Some are minor and have work-arounds, others are major and require their app dev team to fix via a patch. All software has bugs, Ivanti is no different, but we have found several that really impacted our planned customization.
  • Technical support is lacking with the Ivanti team. Sometimes we get a fast response and fix, other times we get nothing. We have had to escalate to our sales team on multiple occasions to get a resolution from the vendor.
  • Ability to create more robust CMDB workflows without having the ITAM product since there are some dependencies between the two that we did not know about until after we purchased.
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Alternatives Considered

We chose Ivanti because at the time we wanted an on-premises solution that was powerful and allow for easy customization. We are now open to a cloud model and will move our install to the cloud in the future. Overall we felt Ivanti was on par with the competition and offered a very competitive price point.
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Return on Investment

  • 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.
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Pricing Details

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
Additional Pricing Details