The Ivanti LANDESK ITSM Service Desk, powered by Heat (formerly the LANDESK Service Desk before LANDESK and Heat became Ivanti) was the company's ITSM / ITIL offering that has now been replaced by Ivanti Neurons for ITSM, the company's modern offering.
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Trello
Score 8.0 out of 10
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Trello from Atlassian is a project management tool based on a Kanban framework. Trello is ideal for task-management in a to-do list format. It supports sharing boards and cards across users or teams. The product offers a free version, and paid versions add greater automation, collaboration, and administrative control.
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.
It is well suited to my job requirements as I bring employees in, and I help offboard them as well. This tool helps me when I need to make sure all items are completed by a certain time frame, so I would say it holds us accountable. Someone who doesn't manage a group of people may not find this as useful when dealing with others but could use it for their own accountability when needing to track their accomplishments.
It helps make various workspaces. Each workspace can be used for a different set of task management and can be shared with the people involved.
Creating task lists. We can create various task lists, the list title could be the status of the task, for example, In progress, approval, completed, etc. You can slide your task cards from one list title to another.
Trello cards have a huge set of features like adding the heading and description of the task, you can also attach certain associated links and documents to the cards as well.
Allow tables as content for comment or description in Cards
Assign priority to certain cards (easy for sorting)
Create an open invite link for others to join/view the Trello board, without edit rights (so people don't need to install/use Trello if they want a quick glance on what's going on)
I am very likely to renew Trello, because it doesn't cost anything to do so. I am also very likely to use Trello's upgraded features in the future because a lot of my team's data is stored on there and they have already gotten used to the platform. Trello is very easy for new team members to pick up, making the onboarding and usability very streamlined.
Overall, Trello is a great tool to use. It's very user-friendly, very powerful and we've set it up to work well for our team. I've recommended it to others who need something free or very cheap and it's worked well for them too. If you're wanting something with more muscle, then I'd suggest looking at either monday.com or Airtable.
I haven't had much need to contact their support because the product is easy to use and pretty bug-free. I did reach out to them about swimlanes and I was able to find the information I needed very quickly and it was thorough and accurate information about current functionality. I love that they use their own product. That's always a good sign.
For our small business, getting a few of us started well on Trello was the key, I think. As long as a couple of us were really comfortable with the interface, we could lead others and help them with any questions. From now on, anyone who works with us just naturally uses Trello for information sharing - it's just part of what we do.
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.
Trello is easy for a non-technical person to use. Other management systems, like MS Project, frighten away less computer-savvy users. I've found this to be instrumental in getting volunteers to agree to step in and get fully involved with projects--particularly those that might span the entire year or involve many different pieces to completion.
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.
Trello keeps me organized, focused, and on track. I could filter the Trello board to only see my issues and understand what I needed to work on and when.
Trello helped our team implement an agile structure. It's a very simple kanban method of viewing all of your team's tasks and statuses. You can completely customize the columns to your team's specific workflow and create tags relevant to your work.
Trello helps reduce unnecessary communications between teams. When I want to request translations, I simply create a card on the localization Trello board -- no need to directly message anyone on the team, and I can watch the status of the card change from "in progress" to "in review" to "translated," all without having to directly ask for updates.
