Ivanti Service Manager Reviews

23 Ratings
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Score 7.7 out of 101

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Reviews (1-9 of 9)

Cameron Council profile photo
Score 7 out of 10
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Ivanti Service Manager was being utilized as a ticketing and accountability tool to manage work within a 35 member IT department. It was being used to log tickets for a Helpdesk, and Classroom Support department as well as track major projects for Network and Infrastructure, Information Security, Card Management, Development, and track purchases and inventory. The plan was to implement this product for is project tracking and automation features to better track and monitor projects to ensure accountability as well as provide automation for purchasing new equipment and providing support.
  • 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.
I feel that in a Helpdesk or support level department this system is great. Ticket monitoring and visibility provide accountability. The inventory management feature is also in order to automate support requests when certain hardware issues are flagged. The implementation of a local agent on each PC being managed requires a deployment software like PDQ or Altiris in order to easily get the agent on all items. I think for large organizations of 1000+ employees this software is ideal. This software could be a bit overkill for smaller to medium-sized companies.
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Daniel Cogny profile photo
Score 9 out of 10
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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.
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Brandon Morris profile photo
Score 9 out of 10
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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.
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January 26, 2019

Great ITSM Solution

Score 8 out of 10
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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
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Score 10 out of 10
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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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Score 8 out of 10
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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
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Christian Storb profile photo
March 01, 2018

The HEAT is on.

Score 10 out of 10
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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.
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Score 8 out of 10
Vetted Review
Verified User
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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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Score 7 out of 10
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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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Feature Scorecard Summary

Organize and prioritize service tickets (8)
8.3
Expert directory (6)
6.8
Service restoration (6)
6.8
Self-service tools (8)
8.3
Subscription-based notifications (5)
7.7
ITSM collaboration and documentation (7)
7.7
ITSM reports and dashboards (8)
8.2
Configuration mangement (7)
7.1
Asset management dashboard (7)
7.1
Policy and contract enforcement (5)
6.7
Change requests repository (6)
7.6
Change calendar (6)
7.6
Service-level management (4)
7.5

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