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Ivanti offers the Ivanti Service Manager, powered by Heat. Ivanti is the company that resulted from the merger of Heat and LANDESK in January 2017. Heat Software, formerly FrontRange offered a range of ITSM solutions and was a very well-known vendor in this space offering both SaaS and on-premise configurations, competing with BMC Remedy, IBM SmartCloud, ServiceNow, and Cherwell Service Management.The HEAT is on.With HEAT Service Management many of our customers manage numerous service interactions every day across the whole organization. HEAT Service Management includes Incident Management, Problem Management, Change Management, Knowledge Management, Workflow Automation, Release Management, Service Level Management, Event Management, Availability Management, Financial Management, Portfolio & Project Management and much more.,HEAT Service Management is available on-premise and in the Cloud. HEAT Service Management has received certification from Pink Elephant and Serview for 13 ITIL processes, HEAT Service Management provides a lot of integration capabilities. It's easy to create integration links between HEAT SM and existing systems and data sources via Web Service Interfaces (SOAP, REST).,No chatbot for Self Service available.,10,HEAT Service Managment ensures that any IT organization can align itself with strategiccal business initiatives and service management goals.,LANDesk Service Desk,LANDesk Management Suite, Sophos Endpoint ProtectionIvanti Service Management integration with HEAT Voice? How did that work out?There are a handful of deploys for different service lines in our company. It serves as a call and issues tracking system with a custom requirement in place for each instance. Our service line, in particular, is the only known one in our company that integrates the Service Manager application with the Ivanti Voice product.,Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around! A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers! There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.,There are times when various browsers and the product don't always cooperate. We have seen from time to time on-screen controls not operate as expected with certain browsers. Customizing controls such as forms, grids, fields, etc. is not very intuitive. Lots of research can be required to accomplish even the simplest tweak. Very limiting in the ability to import/export large amounts of data via the Application Administrator. The process itself of importing data via the product is not intuitive.,8,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.,,Microsoft SQL Server, Remote Desktop Manager, Skype for Business, ServiceNowFrontrange ITSM review (older version)Service Desk Software for tracking Incidents, doing reporting and other necessary services for a client.,Full service Service Desk Management capability. SQL connectivity to allow for external reporting. Can be customized with a programmer. Specified to follow ITSM Standards. Can provide Asset Management.,Difficult to customize and for field validations. Can be a slow performer and the older version tends to crash sometimes. Needed more current interfaces and other features which may be in later versions.,7,While it did provide a myriad of tracking capability, much of the data had to be manual managed and that took several people to do and check for accuracy. It did make the program run, but could have been easier at the time.,,7,300,3,Incident Management The basis for SLA tracking. Asset Management,Some reporting.,CMDB if upgraded.
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Ivanti Service Manager (powered by Heat)
14 Ratings
Score 7.7 out of 101
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Ivanti Service Manager Reviews

Ivanti Service Manager
14 Ratings
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Score 7.7 out of 101
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Christian Storb profile photo
March 01, 2018

Ivanti Service Manager Review: "The HEAT is on."

Score 10 out of 10
Vetted Review
Verified User
Review Source
With HEAT Service Management many of our customers manage numerous service interactions every day across the whole organization. HEAT Service Management includes Incident Management, Problem Management, Change Management, Knowledge Management, Workflow Automation, Release Management, Service Level Management, Event Management, Availability Management, Financial Management, Portfolio & Project Management and much more.
  • HEAT Service Management is available on-premise and in the Cloud.
  • HEAT Service Management has received certification from Pink Elephant and Serview for 13 ITIL processes,
  • HEAT Service Management provides a lot of integration capabilities. It's easy to create integration links between HEAT SM and existing systems and data sources via Web Service Interfaces (SOAP, REST).
  • No chatbot for Self Service available.
HEAT Service Management (HEAT SM) is well suited when Customers need to extend service management capabilities to other areas of the business. HEAT SM delivers rich functionality right out of the box and allow users to configure them to meet their exact requirements. It is also possible to develop completely new business-level functions. Powerful graphical application configuration and development tools are included in the platform for this purpose.
Read Christian Storb's full review
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April 13, 2018

Ivanti Service Manager Review: "Ivanti Service Management integration with HEAT Voice? How did that work out?"

Score 8 out of 10
Vetted Review
Verified User
Review Source
There are a handful of deploys for different service lines in our company. It serves as a call and issues tracking system with a custom requirement in place for each instance. Our service line, in particular, is the only known one in our company that integrates the Service Manager application with the Ivanti Voice product.
  • Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
  • A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
  • There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
  • There are times when various browsers and the product don't always cooperate. We have seen from time to time on-screen controls not operate as expected with certain browsers.
  • Customizing controls such as forms, grids, fields, etc. is not very intuitive. Lots of research can be required to accomplish even the simplest tweak.
  • Very limiting in the ability to import/export large amounts of data via the Application Administrator. The process itself of importing data via the product is not intuitive.
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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July 08, 2014

Ivanti Service Manager: "Frontrange ITSM review (older version)"

Score 7 out of 10
Vetted Review
Verified User
Review Source
Service Desk Software for tracking Incidents, doing reporting and other necessary services for a client.
  • Full service Service Desk Management capability.
  • SQL connectivity to allow for external reporting.
  • Can be customized with a programmer.
  • Specified to follow ITSM Standards.
  • Can provide Asset Management.
  • Difficult to customize and for field validations.
  • Can be a slow performer and the older version tends to crash sometimes.
  • Needed more current interfaces and other features which may be in later versions.
Scale of the operation, resources available to handle difficulties and db admin functions and training process are crucial to a successful implementation. It can do what a Service Desk needs, but the older version in place needed lots of improvements. Be sure that the capabilities fit the organizational needs.
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Ivanti Service Manager Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (2)
9.5
Expert directory (1)
10
Service restoration (1)
8
Self-service tools (2)
9.0
Subscription-based notifications (1)
10
ITSM collaboration and documentation (1)
9
ITSM reports and dashboards (2)
8.5
Configuration mangement (1)
9
Asset management dashboard (1)
5
Policy and contract enforcement (1)
5
Change requests repository (1)
9
Change calendar (1)
9
Service-level management (1)
9

About Ivanti Service Manager

Ivanti offers the Ivanti Service Manager, powered by Heat. Ivanti is the company that resulted from the merger of Heat and LANDESK in January 2017.

Heat Software, formerly FrontRange offered a range of ITSM solutions and was a very well-known vendor in this space offering both SaaS and on-premise configurations, competing with BMC Remedy, IBM SmartCloud, ServiceNow, and Cherwell Service Management.

Ivanti Service Manager Competitors

Ivanti Service Manager Technical Details

Operating Systems: Unspecified
Mobile Application:No