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January 16, 2021

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Calvin Tracy | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

Ivanti Service Manager (powered by Heat) helped in evaluating vulnerabilities and helped with security fixes.
We have a few Mac's and were looking to see if we could even implement the service with Linux Clients.
  • Asset management on workstations.
  • Software updates were completed with the latest security fixes.
  • Remote assistance can be implemented expediently.
  • Had a little trouble sending some files remotely a few times, but it could have been on our end.
  • The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
  • We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.
  • Transitional work ticket flow has decreased (less problems).
  • Allows for more time to be spent on other projects.
  • Newer employees were easily trained.
The Ivanti Service Manager has proven to be essential for our gradual transition. We are researching various software and hardware options to suit our needs.

Do you think Ivanti Service Manager (powered by Heat) delivers good value for the price?

Yes

Are you happy with Ivanti Service Manager (powered by Heat)'s feature set?

Yes

Did Ivanti Service Manager (powered by Heat) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Ivanti Service Manager (powered by Heat) go as expected?

I wasn't involved with the implementation phase

Would you buy Ivanti Service Manager (powered by Heat) again?

Yes

The system is well balanced and and presented beautifully.
The expandability of the program allows for users to interact with the changes in work flow and security management. The remote user assistance feature allows for quick and immediate responses from clients and helps Service Desk Staff troubleshoot and diagnose problems in a timely manner.
The work environment we use has some older machines as well as newer machines we are in the process of upgrading and researching new software that is compatible with what we have until we can make a full transition. Hopefully, we will have replaced all our older equipment in a few months to keep in step with the demand for our clientele that will be working from home.

Ivanti Service Manager Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
10
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
9
Change requests repository
8
Change calendar
8
Service-level management
8