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

21 Ratings
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Score 6.8 out of 101

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Reviews (1-5 of 5)

Jason Koslowski profile photo
Score 7 out of 10
Vetted Review
Verified User
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We use Service Desk across multiple departments and our entire organization relies on this product. It assists with communication, support and tracking. End users can create tickets, check on updates and get automated communications from technicians. It allows managers to get a quick snapshot of the quality of service being provided and to see surveys.
  • One of the best things that Service Desk does is integrate seamlessly with our Endpoint Manager and Asset Managing
  • Reporting is fantastic
  • Email communication is always seamless
  • Updates seem to be few and far between
  • Designing the system does have a steep learning curve
  • Does require purchasing assistance with implementation
Service Desk works great if you have dedicated personnel to implement and support the system. The learning curve is quite aggressive unless you have a background in programming and understand a bit of database design. Even though they advertise it as a simple drag and drop design, it is a bit more than just drag and drop. The web form design is severely lacking.
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Score 7 out of 10
Vetted Review
Verified User
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We currently use Ivanti ITSM Service Desk as our help desk ticketing system and reporting tool through our entire organization. This tool helps us stay organized and update to date on tickets placed and also helps monitor productivity through our environment. ITSM Service Desk helps our department especially stay organized with the ability to send and track user tickets through departments, allowing us to communicate through the tickets so that they can be completed without having to gather information each time a ticket is placed. Also, the reporting tools allow us to see how many tickets are created and completed, what kinds of tickets were placed, and other important information we need. Service Desk has an easy to use interface and our end users seem to really like using it to place tickets. My favorite feature is the use of task on a ticket so that you can add an assignment per user on the same ticket so that work can be completed from multiple departments.
  • Ticket Management
  • Task Escalation
  • Reporting Ticket Counts
  • 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
I would recommend this tool for a midsize IT environment that needs focus on tickets being used by multiple individuals. I am not sure when this tool would not be usable in an environment, maybe if it was a larger environment, the ability to speak with users through a ticket would make more sense then emailing me in reference to the ticket.
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Score 9 out of 10
Vetted Review
Verified User
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We currently use Service Desk across the whole organization. We have multiple servers set up for different groups within the company. Service Desk provides a solution for a ticketing system within an organization.
  • High customization.
  • Get support.
  • Easy to use.
  • Minor details on the console as far as layout.
  • Saving options on the console.
  • End of life.
Whether you have a large or small organization, if you are looking for a solution for ticketing, Service Desk is your answer. If you need a solution for Change Management, Service Desk is your answer. If you are looking to build a good knowledge base to be able to refer back to, Service Desk is your answer. Overall Service Desk performs and delivers.
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Score 10 out of 10
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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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Score 7 out of 10
Vetted Review
Verified User
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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.
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Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (5)
8.5
Expert directory (4)
7.9
Service restoration (5)
8.1
Self-service tools (5)
8.0
Subscription-based notifications (4)
8.4
ITSM collaboration and documentation (4)
8.5
ITSM reports and dashboards (5)
8.2
Configuration mangement (4)
7.9
Asset management dashboard (3)
8.5
Policy and contract enforcement (2)
8.2
Change requests repository (5)
8.7
Change calendar (3)
9.0
Service-level management (4)
8.7

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