Item: Ivanti LANDESK Service Desk (discontinued)
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

Alternatives Considered

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.

Key Insights

Do you think Ivanti LANDESK Service Desk (discontinued) delivers good value for the price?

Yes

Are you happy with Ivanti LANDESK Service Desk (discontinued)'s feature set?

Yes

Did Ivanti LANDESK Service Desk (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Ivanti LANDESK Service Desk (discontinued) go as expected?

Yes

Would you buy Ivanti LANDESK Service Desk (discontinued) again?

Likelihood to Recommend

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.

Does the job, but not fancy

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