Does the job, but not fancy
We use Service Desk to track incidents (a.k.a. "trouble tickets") for IT services provided to the entire organization (which spans five …
Overview
What is Ivanti LANDESK Service Desk (discontinued)?
The Ivanti LANDESK ITSM Service Desk, powered by Heat (formerly the LANDESK Service Desk before LANDESK and Heat became Ivanti) was the company's ITSM / ITIL offering that has now been replaced by Ivanti Neurons for ITSM, the company's modern…
Recent Reviews
Popular Features
- Change requests repository (7)10.0100%
- Organize and prioritize service tickets (7)9.090%
- ITSM reports and dashboards (7)9.090%
- Self-service tools (7)8.080%
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What is Ivanti LANDESK Service Desk (discontinued)?
The Ivanti LANDESK ITSM Service Desk, powered by Heat (formerly the LANDESK Service Desk before LANDESK and Heat became Ivanti) was the company's ITSM / ITIL offering that has now been replaced by Ivanti Neurons for ITSM, the company's modern offering.
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- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Ivanti LANDESK Service Desk (discontinued)?
The Ivanti LANDESK ITSM Service Desk, powered by Heat (formerly the LANDESK Service Desk before LANDESK and Heat became Ivanti) was the company's ITSM / ITIL offering that has now been replaced by Ivanti Neurons for ITSM, the company's modern offering.
Ivanti LANDESK Service Desk (discontinued) Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
The Ivanti LANDESK ITSM Service Desk, powered by Heat (formerly the LANDESK Service Desk before LANDESK and Heat became Ivanti) was the company's ITSM / ITIL offering that has now been replaced by Ivanti Neurons for ITSM, the company's modern offering.
Reviewers rate Change requests repository highest, with a score of 10.
The most common users of Ivanti LANDESK Service Desk (discontinued) are from Mid-sized Companies (51-1,000 employees).
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(36)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
April 29, 2021
Does the job, but not fancy
We use Service Desk to track incidents (a.k.a. "trouble tickets") for IT services provided to the entire organization (which spans five states now). We also use it to provide a Change management platform within IT. While there is some availability to staff & students, mostly it's used by IT staff to create, work, and resole tickets.
- Follow pre-defined workflows for ticket types.
- Properly route tickets & messages to internal users.
- Offer a simplified interface for writing message templates and workflows.
- I wish it had responsive web design, when accessing it via cell phone.
- Small flaws in email templates can cause messages to be filled with field names instead of actual data.
- The change management calendar can get crowded on busy days, and it's hard to read.
71.42857142857143%
7.1
80%
8.0
80%
8.0
- It's absolutely vital to provide tracking of support tickets.
- Statistical reports of IT work are important for staffing & budget.
- Tracking Changes brings maturity and stability to our environment.
I set up RT (Request Tracker), some years back. I loved its price: free! Compared to Service Desk. The email handling in RT was also better than in Service Desk, to be honest. The management of people was very good, though at the time it didn't work well with AD, and these days, Service Desk's AD integration is vital.
January 16, 2019
Ivanti Service Management
Score 7 out of 10
Vetted Review
Verified User
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
91.42857142857142%
9.1
90%
9.0
100%
10.0
- Better Organization
- Quicker response times for users
- Reporting feature is great.
- BMC Track-It!
I was not part of the process of deciding between vendors during the purchasing of this product. Both of these have their pros and cons, if I were to pick now it would be a hard decision. I would like to note that Ivanti Service Manager has worked great for our environment.
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
81.66666666666666%
8.2
90%
9.0
90%
9.0
- It has streamlined support and responsiveness to outages
- We have had little success in expanding technicians that are able to support the system as a whole
- We have been able to integrate it easily with other departments and asset management
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.
April 27, 2018
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.
91.42857142857142%
9.1
26.666666666666664%
2.7
100%
10.0
- 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.
We chose Ivanti because at the time we wanted an on-premises solution that was powerful and allow for easy customization. We are now open to a cloud model and will move our install to the cloud in the future. Overall we felt Ivanti was on par with the competition and offered a very competitive price point.
May 06, 2016
Why 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
62%
6.2
N/A
N/A
30%
3.0
- Managed SLAs better with all the alerts and reports
- clarify and ConnectWise
We selected LANDesk because of ease of use and also because it was easy to modify according to our needs.