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Ivanti now offers Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk). It is the company's ITSM / ITIL offering.Great ITSM solution that allows for easy customization!We use Ivanti across our entire company for users to request services from IT from the Service Catalog. Within Technology, we use Ivanti for Incident, Request, Problem, and Change Management. We also utilize the CMDB module to manage IT assets. Ivanti has helped streamlined our help desk by reducing the time to open and close tickets. It also has simplified our Change Management function and reduced the time needed to make a change. We are very happy with the solution and continue to grow the platform within our company.,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.,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.,10,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.,ServiceNow and BMC Remedy IT Service Management Suite,ExtraHop, MS SharePoint, Microsoft Project, CA APM, RSA ArcherWhy is LANDesk better!LANDesk was being used as an incident management system for the company and also manage our Client requests,Ease of Use Easy to modify per your needs Look and Feel,Have better reporting module Out of the box CTIs should include more,7,Managed SLAs better with all the alerts and reports,clarify and ConnectWise
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Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9 Ratings
Score 7.5 out of 101
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Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Reviews

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9 Ratings
Score 7.5 out of 101
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April 27, 2018

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Review: "Great ITSM solution that allows for easy customization!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Ivanti across our entire company for users to request services from IT from the Service Catalog. Within Technology, we use Ivanti for Incident, Request, Problem, and Change Management. We also utilize the CMDB module to manage IT assets. Ivanti has helped streamlined our help desk by reducing the time to open and close tickets. It also has simplified our Change Management function and reduced the time needed to make a change. We are very happy with the solution and continue to grow the platform within our company.
  • 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.
  • 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.
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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May 06, 2016

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Review: "Why is LANDesk better!"

Score 7 out of 10
Vetted Review
Verified User
Review Source
LANDesk was being used as an incident management system for the company and also manage our Client requests
  • Ease of Use
  • Easy to modify per your needs
  • Look and Feel
  • Have better reporting module
  • Out of the box CTIs should include more
Service desk is a good feature and it will pretty much suit any organization that is looking for an Incident managing system.
Read this authenticated review

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (2)
10.0
Expert directory (1)
8
Service restoration (2)
9.0
Self-service tools (2)
10.0
Subscription-based notifications (2)
9.0
ITSM collaboration and documentation (1)
10
ITSM reports and dashboards (2)
8.0
Configuration mangement (1)
8
Change requests repository (2)
10.0
Change calendar (1)
10
Service-level management (1)
10

About Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Ivanti now offers Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk). It is the company's ITSM / ITIL offering.

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Technical Details

Operating Systems: Unspecified
Mobile Application:No