Ivanti LANDESK Service Desk (discontinued) vs. Microsoft System Center Service Manager

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

I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.

Incentivized

• 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

• This tool is used to track support requests among our IT staff.
• We use this tool to automate some more routine tasks.

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

• Kind of clunky.
• Takes a lot a lot a lot of configuration.
• There is a lot of jargon to learn to be able to use it to its full ability.

Incentivized

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

The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.

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

We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.

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

• Save a world of time when imaging
• Save a world of time with patch management
• Provides decent reports to get a snapshot quickly

Incentivized