Great ITSM solution that allows for easy customization!
April 27, 2018
Great ITSM solution that allows for easy customization!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
We use Ivanti across our entire company for users to request services from IT from the Service Catalog. Within Technology, we use Ivanti for Incident, Request, Problem, and Change Management. We also utilize the CMDB module to manage IT assets. Ivanti has helped streamlined our help desk by reducing the time to open and close tickets. It also has simplified our Change Management function and reduced the time needed to make a change. We are very happy with the solution and continue to grow the platform within our company.
- The core Help Desk solution (Incident, Request, and Problem Management) is great and has all the features you would expect. Parent/Child relationships, Major Incidents, Linking, SLA Management, Approvals, and an easy to use interface
- The process engine within the application is very powerful and you can easily create your own unique custom processes to solve your business needs/problems. The process engine is robust and one of the main reasons we chose the product.
- Ease of customization without writing/deploying code. This was a major requirement for us and Ivanti offers the ability to customize the product without writing code. They also have a built-in migration tool that allows you to easily move changes through your environments.
- We are a heavy user of the product and have found many Bugs/Defects. Some are minor and have work-arounds, others are major and require their app dev team to fix via a patch. All software has bugs, Ivanti is no different, but we have found several that really impacted our planned customization.
- Technical support is lacking with the Ivanti team. Sometimes we get a fast response and fix, other times we get nothing. We have had to escalate to our sales team on multiple occasions to get a resolution from the vendor.
- Ability to create more robust CMDB workflows without having the ITAM product since there are some dependencies between the two that we did not know about until after we purchased.
- Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
- The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
- The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.
We chose Ivanti because at the time we wanted an on-premises solution that was powerful and allow for easy customization. We are now open to a cloud model and will move our install to the cloud in the future. Overall we felt Ivanti was on par with the competition and offered a very competitive price point.