Ivanti ITSM vs. JAVA Genius vs. TrackMySubs

We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.

It is well suited to a tiny business that is trying to carefully be aware of when cash flow is going out or small business to be able to check the subscriptions they have all at once to see if they can combine/cancel/negotiate any of them to free up cashflow. It's also very suited to home use for this reason. It's less suited to a bigger business where the decisions are made across the company/lots of users.

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• Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
• A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
• There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.

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• Gives customizable reminders by email at the times that suit you - And can be more than one.
• Can track how much you save on certain subscriptions (i.e. the ones you have a discount on etc).
• Can track lifetime deals to find the services you use easily.
• Use the Go and Explore features to access the websites easily (or find new helpful subscriptions!).

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• Had a little trouble sending some files remotely a few times, but it could have been on our end.
• The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
• We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.

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• Can be slightly complex to set up if you don't know all the details you need/which option to use.
• Somewhat unintuitive GUI.
• Be able to add more details immediately when you set up the new addition, rather than needing to wait until it's added.

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We are fully committed to this system. After customizing it for the past 3 years we have no plans to change

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There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.

Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!

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Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless

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On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.

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There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.

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• In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
• In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.

• It's meant I don't have fee's for not having enough money in the acct.
• I've been able to cancel subscriptions that I don't use.
• I can track lifetime deals so that I can make use of the ones that I have rather than purchasing something else.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info