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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.Powerful (sometimes too much)Ivanti Service Manager was brought in to my organization as an IT Service Management tool, to better support the HelpDesk clients (the rest of the organization). But, once established in IT, other departments that offer internal services showed interest in maintaining a catalogue and being able to get reports on their performance. 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.,9,Allowed to shorten the resolution time. Much more and better info for decision making.,DameWare Remote Support, Notepad++A ticket system that works quite wellIvanti Service Manager is used by our internal facing customer service departments such as IT and facilities. All departments use the software as end users and it is used to manage projects, tickets, and work order requests. We are also doing some automation work such as AD account provisioning and reoccurring tasks such as air filter replacements or other timed maintenance needs.,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,9,Issues are not forgotten like emails and a ticket has to be resolved to close Issues are all documented again unlike email Cost is reasonable for the benefit provided.,Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)Great ITSM SolutionWe use Ivanti Service Manager to log and manage incidents, service requests, problems, knowledge and configuration items,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.,8,Automated workflows has decreased time to complete service requests Ease of logging and searching has made reporting more efficient The ability to set knowledge article to expire and require annual reviews has cleaned up our article databaseEasily Customized Service Management SolutionWe use Ivanti Service Manager to provide a self-service solution for internal customers, record Incidents and Requests, manage our Change process, and are looking into additional options provided by the product such as Knowledge Management, Problem Management, and Project Management. Self Service is used company-wide, with Incident/Request/Change Management used by multiple Information Services teams, both within and outside of the IT portfolio.,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.,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.,10,Request processes are now documented as a workflow, which is executed by the system. Service Desk staff no longer need to move requests through the process manually as the workflow handles team assignments, emails, etc. This allows our Service Desk to dedicate more resources to first call resolution issues. Change process is now documented as a workflow, which is executed by the system. The Change Manager no longer needs to move requests through the process manually as the workflow handles notifications, approvals, etc. Staff can enter requests via Self Service at at time, with no need to reach out to Service Desk staff. Each request prompts the staff member to ensure the receiving technician receives all information they need to complete that specific request. This has enabled technicians to react faster to requests as they received all required information upfront.Solid and reliable Service Delivery solution with ample of out-of-the-box modules and features to hit the ground runningIvanti Service Manager is used for managing tickets in our Business Support Centre as well as Incident, Problem and Change Management within our IT Service Desk.,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,8,Significantly reduced our administration by automating key reports and notifications Improved visibility of key metrics to aid driving behavior,Cherwell Service ManagementThe 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.
Unspecified
Ivanti Service Manager (powered by Heat)
22 Ratings
Score 7.8 out of 101
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Ivanti Service Manager Reviews

Ivanti Service Manager
22 Ratings
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Score 7.8 out of 101

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Daniel Cogny profile photo
January 26, 2019

Powerful (sometimes too much)

Score 9 out of 10
Vetted Review
Verified User
Review Source
Ivanti Service Manager was brought in to my organization as an IT Service Management tool, to better support the HelpDesk clients (the rest of the organization). But, once established in IT, other departments that offer internal services showed interest in maintaining a catalogue and being able to get reports on their performance.

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.
Perfect if you offer services (internally or externally), it will allow you to keep track of the work done, but also of the customer satisfaction (I love the in-house surveys).

It has a lot of built-in connections, but building new ones might be overwhelming, so make sure your current software/processes are compatible.
Read Daniel Cogny's full review
Brandon Morris profile photo
February 07, 2019

A ticket system that works quite well

Score 9 out of 10
Vetted Review
Verified User
Review Source
Ivanti Service Manager is used by our internal facing customer service departments such as IT and facilities. All departments use the software as end users and it is used to manage projects, tickets, and work order requests. We are also doing some automation work such as AD account provisioning and reoccurring tasks such as air filter replacements or other timed maintenance needs.
  • 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
It is very well suited for break/fix and service requests. Both of these are handled very well and allow for catalogs to help categorize and sort end user requests automatically. The project management is not well suited and other products do it better for sure. It can be used but again others are better.
Read Brandon Morris's full review
No photo available
January 26, 2019

Great ITSM Solution

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Ivanti Service Manager to log and manage incidents, service requests, problems, knowledge and configuration items
  • 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.
Beginning pain point aside, Ivanti is a great tool, especially if you need something on-premise. It helps follow ITIL and other ITSM standards
Read this authenticated review
No photo available
January 16, 2019

Easily Customized Service Management Solution

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Ivanti Service Manager to provide a self-service solution for internal customers, record Incidents and Requests, manage our Change process, and are looking into additional options provided by the product such as Knowledge Management, Problem Management, and Project Management. Self Service is used company-wide, with Incident/Request/Change Management used by multiple Information Services teams, both within and outside of the IT portfolio.
  • 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.
  • 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.
Ivanti Service Manager can be customized specifically to your business needs. The pre-built product has tons of features, from Incident Management to Service Management to Change Management, Knowledge, Problem, Costing, and more, so it is possible to use the product out of the box with very little customization. ISM is very flexible and adaptable, so unless you won't do customizations, you can make the product fit your needs.
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No photo available
February 12, 2019

Solid and reliable Service Delivery solution with ample of out-of-the-box modules and features to hit the ground running

Score 8 out of 10
Vetted Review
Verified User
Review Source
Ivanti Service Manager is used for managing tickets in our Business Support Centre as well as Incident, Problem and Change Management within our IT Service Desk.
  • 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
IT Service Management / Automation of Service Delivery
Read this authenticated review
Christian Storb profile photo
March 01, 2018

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
No photo available
April 13, 2018

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).
Read this authenticated review
No photo available
July 08, 2014

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 (7)
8.5
Expert directory (5)
6.9
Service restoration (5)
6.8
Self-service tools (7)
8.2
Subscription-based notifications (4)
8.0
ITSM collaboration and documentation (6)
7.8
ITSM reports and dashboards (7)
8.1
Configuration mangement (6)
7.6
Asset management dashboard (6)
7.2
Policy and contract enforcement (4)
6.4
Change requests repository (5)
7.7
Change calendar (5)
7.7
Service-level management (3)
7.7

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