- Ivanti Service Manager (powered by Heat) is completely customizable and can be process driven.
- Excellent product for multiple departments …
We have a few Mac's and were …
Organize and prioritize service tickets (18)
ITSM reports and dashboards (18)
Self-service tools (17)
ITSM collaboration and documentation (17)
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- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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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.
- Customization - can't find a workspace that does what you want, build your own! Don't like the page layout, update it to look just how you want it!
- Automation - build workflows and let the system handle tedious or long processes. No need to have constant manual intervention to move the process along. Workflows can do everything from sending emails to generating tickets, get approvals, update objects, and more.
- Self-Service is user-friendly and can be customized to provide alerts, show announcements, provide self-help articles in addition to allowing customers to perform standard incident or request creation.
- Visual reporting - no need to spend hours writing and rewriting SRSS reports that are outdated by the time your staff look at them and are difficult to interact with. The Analytic Metrics workspace is easy to use to create graphs/charts, is interactive, and self-updates so you're always looking at recent data.
- The Analytic Metrics workspace is a great easy-to-use alternative to standard SQL reporting, and is a relatively new feature that still has room for improvement and growth.
- The Project Management workspace is relatively new and still has room for improvement and growth. It does not replace Microsoft Project, but if you spend some time customizing it, you can come close.
- I'd love to see more ITIL framework built into the product. You can build ITIL practices into the product, however it would be nice to have more of ITIL prebuilt.
- Request offerings
- Task workflows
- Help desk for individual business units
- Automation between products
- Update sequence doesn't match the other products; must install every incremental update
- On-prem does not get the same love as cloud. Features are available years after they are released to cloud customers
- The product's architecture is going through a maturing phase. For cloud this is not as much of an issue, but for on-premises customers, this can be painful to go though.
- Ivanti Service Manager (powered by Heat) is completely customizable and can be process driven.
- Excellent product for multiple departments (IT, HR, etc.) to use service requests.
- A lot of work at the front will pay off at the end.
- Since it can do so much, it is hard to decide what you want it to do at the start.
- If you are implementing it, take your time to decide which of the modules you need (Incident, Service, Problem, Change, etc.) and implement those. Get used to them and then expand.
- Gives too many notifications out of the box but those can be turned off or removed.
- Customized service requests
- Customized dashboards
- Customized processes
- Too many notifications out of the box
Less appropriate: Project management tasks
- Workflows help optimization of processes
- Handling big amounts of data
- Variety of customization options
- Quality check before new versions are released
- Search functionality
It is less appropriate when used as a large database as the indexing requires effort and the performance is not optimal.
- Ease of use
- Great customer service
- Executive sponsor and support
- Supportive sales team
- Do not rush products till they are fully ready
- Work to customize more
- Offer different ways to download cloud data
- 100% ITIL Process Compliance.
- Dashboards, Reporting, Analytics.
- Workflow Automation.
- Holistic Overview of IT Health.
- Easily customizable.
- Self Service customer portal.
- Integration (ERP, CRM, EPM, SCCM, Discovery Tools, Softchoice, Active Directory).
- HR Automation (Onboarding, Offboarding, Changes).
- Change Control including Change Notifications.
- Asset Scanning, Asset Management, Asset Integration.
- Policy and Contract Management.
- Software Inventory and Software Entitlement.
- Procurement Integration (Purchase Orders, Invoices, Shipments, Packing Slips, Product Catalog).
- Approval Workflows.
- Audit Capabilities.
- Knowledgeable consultants are difficult to find, even the most senior consultants lack the in-depth knowledge and expertise that companies like mine bring to the table.
- Ivanti and Ivanti Business Partner consultant rates are extremely high and lack expert knowledge and experience.
- Product support outside of United States and Canada.
- Project Management Module is under utilized and over customized.
- Workflow automation and integration require seasoned consultants to fully utilize to their potential.
- Customization is key! It is able to almost fit any scenario we throw at it, allowing us to fit the tool to us rather then the other way around.
- Knowledge module needs some work, especially the built in editor.
- Issue Tracking
- CI management
- Implementation can be cumbersome and you really need someone who understands the system to customize it to your business
- The update process has been buggy and introduced new issues with each update.
- Good community
- Great Support
- Quicker Updates
- Less Errors
- More Calendar Functionality
- Configurability. Imagination is your only limit at times.
- Workflows. You can automate (semi or fully) complicated processes
- Ability to expand. You're not locked down to the out of the box modules, you can create your own to serve your specific use cases with relative ease.
- New features aren't always road tested and sometimes it feels like it's up to the users to be the beta testers.
- Limitations to being cloud hosted. While it's certainly preferrable, there's some more advanced/niche features you miss out on which you would otherwise have had access to were you on-prem.
We have a few Mac's and were looking to see if we could even implement the service with Linux Clients.
- Asset management on workstations.
- Software updates were completed with the latest security fixes.
- Remote assistance can be implemented expediently.
- Had a little trouble sending some files remotely a few times, but it could have been on our end.
- The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
- We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.
- High level visibly, ISM allows for instant visibility of projects and tickets to allow upper management visibility and metrics.
- Automation, the built-in automation tools allow for several steps to be automated to take out the manual click work for some repetitive tasks.
- User Empowerment, ISM provides a user portal that allows the user base to log issues as well as check on the status of their issue from anywhere they have a network connection.
- The software is technical, very technical. A 4-day training is needed in order to administer this software properly.
- Customization, but almost to a fault. The software allows for endless customization which can be nice but if someone does not know what they are doing they can quickly break the software by editing or deleting the wrong business object.
- Very easy to perform administrative tasks, which helps reduce time to market significantly
- Intuitive interface
- Great out of the box offerings aiding to hit the ground running
- Can improve on product support in EU
- Scaling the Workflow/Business Rule engine to handle higher volumes
- Self service portal allows for users to enter their own data anytime
- Reminders keep priority issues remembered and focused on
- Automation abilities do exist. We provision AD accounts based on HR information.
- Automation could be a little more built in and accessibility
- Managing service requests and incidents are two separate areas
- Project management is the weakest of the 3 tenants
- Workflows make assigning service requests and tasks very efficient
- There’s a lot of flexibility and customization options
- The ability to pull information in from other sources helps reduce redundant work
- Hopefully this has changed, but when we implemented the tool we had 4 different analysts work with us, because the previous ones quit. None of them passed the knowledge off so we had to start over each time.
- The backend can be a little messy at times. It can be difficult to disable or remove a field because it’s tied to so many different modules.
Currently is used by 6 other departments, with some more showing interest too.
Besides the Service Management part, it is also being used as an Asset Management tool, allowing us to better control our assets.
- Customization. It is highly customizable, our system looks nothing like the out of the box (OOB) one!
- Flexibility. We are using it in several departments that offer completely different types of services, it is handling all of them well.
- Support. Their support is always available, and they are very knowledgeable, they got me out of a few bumps on the road.
- Customizable design. It uses web technologies for the front end, I would like to be able to get a full CSS control over its looks. To be fair, it currently has some "branding" capabilities (colors, logo, letter font), but I miss the option of design the form of the text boxes, for example.
It has a lot of built-in connections, but building new ones might be overwhelming, so make sure your current software/processes are compatible.
- 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.
- 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.
- 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.