Visual design with more in depth features to customize however you want
Jason Koslowski | TrustRadius Reviewer
January 15, 2019

Visual design with more in depth features to customize however you want

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

We use Service Desk across multiple departments and our entire organization relies on this product. It assists with communication, support and tracking. End users can create tickets, check on updates and get automated communications from technicians. It allows managers to get a quick snapshot of the quality of service being provided and to see surveys.
  • One of the best things that Service Desk does is integrate seamlessly with our Endpoint Manager and Asset Managing
  • Reporting is fantastic
  • Email communication is always seamless
  • Updates seem to be few and far between
  • Designing the system does have a steep learning curve
  • Does require purchasing assistance with implementation
  • It has streamlined support and responsiveness to outages
  • We have had little success in expanding technicians that are able to support the system as a whole
  • We have been able to integrate it easily with other departments and asset management
They only system that I can compare against Service Desk is ConnectWise. With that in mind, I definitely see that Service Desk is much easier to maintain, design and improve. The visual representation of processes does assist with seeing how it's working. However, the window design is still severely lacking in comparison.
Service Desk works great if you have dedicated personnel to implement and support the system. The learning curve is quite aggressive unless you have a background in programming and understand a bit of database design. Even though they advertise it as a simple drag and drop design, it is a bit more than just drag and drop. The web form design is severely lacking.

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Feature Ratings

Organize and prioritize service tickets
8
Expert directory
8
Service restoration
8
Self-service tools
7
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
8
Asset management dashboard
10
Change requests repository
9
Service-level management
9