Powerful (sometimes too much)
January 26, 2019

Powerful (sometimes too much)

Daniel Cogny | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

Ivanti Service Manager was brought in to my organization as an IT Service Management tool, to better support the HelpDesk clients (the rest of the organization). But, once established in IT, other departments that offer internal services showed interest in maintaining a catalogue and being able to get reports on their performance.

Currently is used by 6 other departments, with some more showing interest too.

Besides the Service Management part, it is also being used as an Asset Management tool, allowing us to better control our assets.

Pros

  • Customization. It is highly customizable, our system looks nothing like the out of the box (OOB) one!
  • Flexibility. We are using it in several departments that offer completely different types of services, it is handling all of them well.
  • Support. Their support is always available, and they are very knowledgeable, they got me out of a few bumps on the road.

Cons

  • Customizable design. It uses web technologies for the front end, I would like to be able to get a full CSS control over its looks. To be fair, it currently has some "branding" capabilities (colors, logo, letter font), but I miss the option of design the form of the text boxes, for example.
  • Allowed to shorten the resolution time.
  • Much more and better info for decision making.
Perfect if you offer services (internally or externally), it will allow you to keep track of the work done, but also of the customer satisfaction (I love the in-house surveys).

It has a lot of built-in connections, but building new ones might be overwhelming, so make sure your current software/processes are compatible.

Ivanti Neurons for ITSM Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
7
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
8.3
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
9
Change management
8.3
Change requests repository
8
Change calendar
9
Service-level management
8

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