Ivanti Service Management
January 16, 2019
Ivanti Service Management
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
We currently use Ivanti ITSM Service Desk as our help desk ticketing system and reporting tool through our entire organization. This tool helps us stay organized and update to date on tickets placed and also helps monitor productivity through our environment. ITSM Service Desk helps our department especially stay organized with the ability to send and track user tickets through departments, allowing us to communicate through the tickets so that they can be completed without having to gather information each time a ticket is placed. Also, the reporting tools allow us to see how many tickets are created and completed, what kinds of tickets were placed, and other important information we need. Service Desk has an easy to use interface and our end users seem to really like using it to place tickets. My favorite feature is the use of task on a ticket so that you can add an assignment per user on the same ticket so that work can be completed from multiple departments.
- Ticket Management
- Task Escalation
- Reporting Ticket Counts
- Interface could use a facelift
- Communicate with users from tickets
- When all task have been completed the option to close the ticket should be available, or it just hangs out there
- Better Organization
- Quicker response times for users
- Reporting feature is great.
- BMC Track-It!
I was not part of the process of deciding between vendors during the purchasing of this product. Both of these have their pros and cons, if I were to pick now it would be a hard decision. I would like to note that Ivanti Service Manager has worked great for our environment.