Powerful (sometimes too much)
January 26, 2019
Powerful (sometimes too much)
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.
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.
- 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.
- 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.