Pros and Cons of Ivanti LANDESK Service Desk (discontinued) 2024

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the LANDESK Service Desk before LANDESK and Heat became Ivanti) was the company's ITSM / ITIL offering that has now been replaced by Ivanti Neurons for ITSM, the company's modern…

Learn from top reviewers

Does the job, but not fancy

Rating: 6 out of 10

April 29, 2021

IncentivizedVetted ReviewVerified User

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 ...

Verified user

Manager

10 years of experience

Ultimate truth about Ivanti ITSM

Rating: 9 out of 10

December 23, 2019

Vetted ReviewVerified User

ITSM is what we use to manage and support our staff. The current implementation is used for our IT and buildings divisions. It currently addresses service requests, incidents,...

Verified user

Supervisor

5 years of experience

The solution that you are looking for

Rating: 9 out of 10

January 16, 2019

Vetted ReviewVerified User

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 ti...

Verified user

Administrator

1 year of experience

Ivanti Service Management

Rating: 7 out of 10

January 16, 2019

Vetted ReviewVerified 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...

Verified user

Analyst

1 year of experience

Visual design with more in depth features to customize however you want

Rating: 7 out of 10

January 15, 2019

IncentivizedVetted ReviewVerified User

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 t...

Jason Koslowski

Administrator - Information Technology

Desktop Administrator

Frandsen Financial Corporation

2 years of experience

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Pricing

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Ivanti LANDESK Service Desk (discontinued)

N/A

Unavailable

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.

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

1 person also want pricing

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.3

Avg 8.2

9
Organize and prioritize service tickets
(7) Ratings
Prioritize tickets to ensure most urgent are tackled first
7.9
Expert directory
(4) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
8
Service restoration
(6) Ratings
Impact assessment and automated fixes for common problems
8
Self-service tools
(7) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
8
Subscription-based notifications
(5) Ratings
Users subscribe to notifications for ticket updates
8
ITSM collaboration and documentation
(6) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
9
ITSM reports and dashboards
(7) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

5.7

Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8

Avg 8.4

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Product Details

About
Tech Details
FAQs

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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Comparisons

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Reviews From Top Reviewers

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(1-5 of 7)

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Visual design with more in depth features to customize however you want

Rating: 7 out of 10

Incentivized

January 15, 2019

JK

Jason Koslowski

Desktop Administrator

Frandsen Financial Corporation (Banking, 201-500 employees)

Vetted Review

Verified User

2 years of experience

View profile

Pros

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

Cons

Updates seem to be few and far between
Designing the system does have a steep learning curve
Does require purchasing assistance with implementation

Does the job, but not fancy

Rating: 6 out of 10

Incentivized

April 29, 2021

Verified User

Manager in Information Technology

Higher Education Company, 1001-5000 employees

Vetted Review

Verified User

10 years of experience

Pros

Follow pre-defined workflows for ticket types.
Properly route tickets & messages to internal users.
Offer a simplified interface for writing message templates and workflows.

Cons

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.

Ultimate truth about Ivanti ITSM

Rating: 9 out of 10

December 23, 2019

Verified User

Supervisor in Information Technology

Government Administration Company, 1001-5000 employees

Vetted Review

Verified User

5 years of experience

Pros

Task Management
Workflow Modification

Cons

Survey Management
Free Feature training

Ivanti Service Management

Rating: 7 out of 10

January 16, 2019

Verified User

Analyst in Information Technology

Government Administration Company, 1001-5000 employees

Vetted Review

Verified User

1 year of experience

Pros

Ticket Management
Task Escalation
Reporting Ticket Counts

Cons

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

The solution that you are looking for

Rating: 9 out of 10

January 16, 2019

Verified User

Administrator in Information Technology

Aviation & Aerospace Company, 1001-5000 employees

Vetted Review

Verified User

1 year of experience

Pros

High customization.
Get support.
Easy to use.

Cons

Minor details on the console as far as layout.
Saving options on the console.
End of life.

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Ivanti LANDESK Service Desk (discontinued)

Atera

Microsoft System Center

Ivanti Neurons for ITSM

CA Service Management

IBM Maximo Application Suite

Zendesk Suite

GLPI

Cherwell Service Management (discontinued)

ManageEngine ServiceDesk Plus

ServiceNow IT Service Management

BMC Helix ITSM

Salesforce Sales Cloud

Cons

Cons

Cons

Cons

Cons