Great ITSM Solution
January 26, 2019

Great ITSM Solution

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

We use Ivanti Service Manager to log and manage incidents, service requests, problems, knowledge and configuration items
  • Workflows make assigning service requests and tasks very efficient
  • There’s a lot of flexibility and customization options
  • The ability to pull information in from other sources helps reduce redundant work
  • Hopefully this has changed, but when we implemented the tool we had 4 different analysts work with us, because the previous ones quit. None of them passed the knowledge off so we had to start over each time.
  • The backend can be a little messy at times. It can be difficult to disable or remove a field because it’s tied to so many different modules.
  • Automated workflows has decreased time to complete service requests
  • Ease of logging and searching has made reporting more efficient
  • The ability to set knowledge article to expire and require annual reviews has cleaned up our article database
Beginning pain point aside, Ivanti is a great tool, especially if you need something on-premise. It helps follow ITIL and other ITSM standards

Ivanti Neurons for ITSM Feature Ratings

Organize and prioritize service tickets
10
Expert directory
9
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
7
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated