Service and Asset Management on steroids!
May 28, 2021

Service and Asset Management on steroids!

Gregor Anton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

Ivanti Service Manager (ISM), formerly HEAT, is an ITSM ticketing tool that our clients use for Incident Management, Change Management, Release Management, Knowledge Management, Problem Management, Service Requests, Self Service Portal, Project Management, Event Management, CMDB, Configuration Management, Asset Management (ITAM), and workflow automation, worldwide in Canada, the United States, Australia, New Zealand, Europe, and Asia, for fortune 200 multi-national companies in a multitude of sectors such as government, banking, financial services, insurance, and engineering, to name just a few.
  • 100% ITIL Process Compliance.
  • Dashboards, Reporting, Analytics.
  • Workflow Automation.
  • Holistic Overview of IT Health.
  • Easily customizable.
  • Self Service customer portal.
  • Integration (ERP, CRM, EPM, SCCM, Discovery Tools, Softchoice, Active Directory).
  • HR Automation (Onboarding, Offboarding, Changes).
  • Change Control including Change Notifications.
  • Asset Scanning, Asset Management, Asset Integration.
  • Policy and Contract Management.
  • Software Inventory and Software Entitlement.
  • Procurement Integration (Purchase Orders, Invoices, Shipments, Packing Slips, Product Catalog).
  • Approval Workflows.
  • Audit Capabilities.
  • Knowledgeable consultants are difficult to find, even the most senior consultants lack the in-depth knowledge and expertise that companies like mine bring to the table.
  • Ivanti and Ivanti Business Partner consultant rates are extremely high and lack expert knowledge and experience.
  • Product support outside of United States and Canada.
  • Project Management Module is under utilized and over customized.
  • Workflow automation and integration require seasoned consultants to fully utilize to their potential.
  • Consulting engagement budget can balloon with Ivanti Business Partners.
  • With a19 Consulting the ROI has significantly improved with improved automation, workflows, and integration.
  • a19 Consulting's Asset Scanner and Manager integration with Procurement has significantly streamlined operations in tracking Assets, Shipments, packing slips, invoices.
  • a19 Consulting's Project Tracker has made managing the Ivanti Service Manager implementation a breeze and cut out the need for a project manager, allowing customers to work directly with the consultant for an efficient hands-on-roll-up-your-sleeves implementation, with optimal use of consulting time.
  • a19 Consulting's Change Control features allow for easy and seamless integration with ISM and communication/notifications to Service Desk and IT Staff.
There is no comparison. Ivanti Service Manager outperforms them all. ServiceNow looks great on the surface and has amazing marketing, however you need deep pockets and a very long implementation cycle. BMC's Track-It and Remedy are near end of life. Cherwell, a Frontrange/Ivanti Service Manager spin-off falls short in many features and client base.

Do you think Ivanti Neurons for ITSM delivers good value for the price?

Yes

Are you happy with Ivanti Neurons for ITSM's feature set?

Yes

Did Ivanti Neurons for ITSM live up to sales and marketing promises?

Yes

Did implementation of Ivanti Neurons for ITSM go as expected?

Yes

Would you buy Ivanti Neurons for ITSM again?

Yes

Ivanti Endpoint Security for Endpoint Manager, powered by Landesk, Microsoft Endpoint Manager (Microsoft Intune + SCCM), BMC Track-It!
Ivanti Service & Asset Manager (ITxM) with the help of experienced consultants is well suited for progressive companies interested in bringing their service desk and IT operations to the next level with a holistic approach and overview, implementation of workflows and automation to streamline processes and enable the Service Desk and IT to work on the business instead of in the business.

Ivanti Neurons for ITSM Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
9
Change requests repository
10
Change calendar
10
Service-level management
10

Ivanti Service Manager Support

Ivanti Support does a reasonably good job at support but lacks hands-on consulting expertise and ability to raise enhancement requests. Ivanti outsources all their project to business partners, so experience will vary. Working directly with an experience ISM Consulting company like a19 consulting overcomes many obstacles and hurdles faced with business partners.