Ivanti Service Manager

Ivanti Service Manager

About TrustRadius Scoring
Score 8.5 out of 100
Ivanti Service Manager (powered by Heat)

Overview

Recent Reviews

Great product and easy to use

9 out of 10
December 14, 2021
Ivanti Service Manager (powered by Heat) is currently being used by the company for ticket creation and resolution services. We use in the …
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Great ITSM product

10 out of 10
March 16, 2021
Whole organization is using the application for Information Services incidents and service requests. Addresses all needs for IS requests …
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eyebrow raising

8 out of 10
January 16, 2021
Ivanti Service Manager (powered by Heat) helped in evaluating vulnerabilities and helped with security fixes.
We have a few Mac's and were …
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Popular Features

View all 13 features
  • ITSM reports and dashboards (20)
    9.1
    91%
  • Organize and prioritize service tickets (20)
    9.0
    90%
  • Self-service tools (19)
    8.2
    82%
  • ITSM collaboration and documentation (19)
    8.2
    82%

Reviewer Pros & Cons

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Pricing

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What is 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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Features Scorecard

Incident and problem management

8.4
84%

ITSM asset management

8.9
89%

Change management

9.2
92%
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Product Details

What is 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 SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

IFS Assyst, BMC Helix ITSM (Remedy), and CA Service Management, with CA Service Desk Manager are common alternatives for Ivanti Service Manager.

Reviewers rate Change calendar highest, with a score of 9.3.

The most common users of Ivanti Service Manager are from Enterprises (1,001+ employees) and the Government Administration industry.
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Comparisons

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Reviews

(1-21 of 21)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Helping IT Service Teams define their processes and Service Level agreements has made them much more efficient
  • Our Service Requests for new and update network accounts has been used over 2500 times this year. This automated process has saved the AD team from performing 90% of the routine account tasks
  • The Change Management module of the system has helped our organization to be more secure and helped us to manage the risks involved with large and small IT changes.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Support for 45,000 customers across multiple lines of business on one platform
  • Single source for help, support and request fulfilment
  • Support, development, licensing, and maintenance of one platform, rather than multiple offerings provided by multiple vendors
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Gregor Anton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Consulting engagement budget can balloon with Ivanti Business Partners.
  • With a19 Consulting the ROI has significantly improved with improved automation, workflows, and integration.
  • a19 Consulting's Asset Scanner and Manager integration with Procurement has significantly streamlined operations in tracking Assets, Shipments, packing slips, invoices.
  • a19 Consulting's Project Tracker has made managing the Ivanti Service Manager implementation a breeze and cut out the need for a project manager, allowing customers to work directly with the consultant for an efficient hands-on-roll-up-your-sleeves implementation, with optimal use of consulting time.
  • a19 Consulting's Change Control features allow for easy and seamless integration with ISM and communication/notifications to Service Desk and IT Staff.
Cameron Council | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
  • In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.
January 26, 2019

Great ITSM Solution

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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 database
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
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