Does the job, but not fancy
April 29, 2021

Does the job, but not fancy

Anonymous | TrustRadius Reviewer
Score 6 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 to track incidents (a.k.a. "trouble tickets") for IT services provided to the entire organization (which spans five states now). We also use it to provide a Change management platform within IT. While there is some availability to staff & students, mostly it's used by IT staff to create, work, and resole tickets.
  • Follow pre-defined workflows for ticket types.
  • Properly route tickets & messages to internal users.
  • Offer a simplified interface for writing message templates and workflows.
  • I wish it had responsive web design, when accessing it via cell phone.
  • Small flaws in email templates can cause messages to be filled with field names instead of actual data.
  • The change management calendar can get crowded on busy days, and it's hard to read.
  • It's absolutely vital to provide tracking of support tickets.
  • Statistical reports of IT work are important for staffing & budget.
  • Tracking Changes brings maturity and stability to our environment.
I set up RT (Request Tracker), some years back. I loved its price: free! Compared to Service Desk. The email handling in RT was also better than in Service Desk, to be honest. The management of people was very good, though at the time it didn't work well with AD, and these days, Service Desk's AD integration is vital.

Do you think Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) delivers good value for the price?

Yes

Are you happy with Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)'s feature set?

Yes

Did Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) go as expected?

Yes

Would you buy Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) again?

No

If you are using other tools (e.g., asset management) that integrate with Service Desk, it can get extra value and provide better functionality. Its ability to send & receive email is not unique, but it really makes life better than software that we used in the past (which lacked this feature). The lack of responsive design makes it hard to use on small displays, and which would be nice for users of tablets.

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

Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
8
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
Configuration mangement
8
Asset management dashboard
8
Change requests repository
10
Change calendar
6
Service-level management
8