What users are saying about
16 Ratings
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Score 7.7 out of 101

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Likelihood to Recommend

Ivanti Service Manager

This product is an ideal tracking tool for contact centers like a technical support desk, IT Service Desk, or other incident management type of support service. The out-of-the-box capabilities it has to make sure 'incidents' don't fall by the waist side once created is extensive. The product is not ideal in my opinion for a shop that does not require a high-level of structure to tracking service center activity (smaller organizations that may otherwise use other tracking alternatives like custom web solutions developed in-house or equivalents).
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Feature Rating Comparison

Incident and problem management

Ivanti Service Manager
9.1
Organize and prioritize service tickets
Ivanti Service Manager
9.4
Expert directory
Ivanti Service Manager
10.0
Service restoration
Ivanti Service Manager
7.7
Self-service tools
Ivanti Service Manager
9.0
Subscription-based notifications
Ivanti Service Manager
10.0
ITSM collaboration and documentation
Ivanti Service Manager
9.0
ITSM reports and dashboards
Ivanti Service Manager
8.7

ITSM asset management

Ivanti Service Manager
6.7
Configuration mangement
Ivanti Service Manager
8.6
Asset management dashboard
Ivanti Service Manager
6.5
Policy and contract enforcement
Ivanti Service Manager
5.0

Change management

Ivanti Service Manager
9.0
Change requests repository
Ivanti Service Manager
9.0
Change calendar
Ivanti Service Manager
9.0
Service-level management
Ivanti Service Manager
9.0

Pros

  • Customization - can't find a workspace that does what you want, build your own! Don't like the page layout, update it to look just how you want it!
  • Automation - build workflows and let the system handle tedious or long processes. No need to have constant manual intervention to move the process along. Workflows can do everything from sending emails to generating tickets, get approvals, update objects, and more.
  • Self-Service is user-friendly and can be customized to provide alerts, show announcements, provide self-help articles in addition to allowing customers to perform standard incident or request creation.
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Cons

  • No chatbot for Self Service available.
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Likelihood to Renew

Ivanti Service Manager7.0
Based on 1 answer
It is embedded for now until the client chooses otherwise.
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Alternatives Considered

We went with the HEAT Service Management Product because we already had HEAT Voice in-house, and the advantages of integration were inherent with it. We were offered alternatives to evaluate but opted to remain under the HEAT/Ivanti umbrella because of this integration capability along with the ability to self-configure and implement for our service line.
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Return on Investment

  • Our instance has introduced integration of HEAT Voice and HEAT CRM to our contact center, which has resulted in reporting efficiencies in our group.
  • The product has allowed an in-house team to administer the product and support it rather than rely on our IT Organization for basic reporting and administrative needs ($$ savings)
  • A browser-based application has eliminated the time expended on installing the product for newer users.
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Pricing Details

Ivanti Service Manager

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details