IVanti Service Manager - great product if you have the ability to customize to your business. Very powerful
April 27, 2021

IVanti Service Manager - great product if you have the ability to customize to your business. Very powerful

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

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

We are using [Ivanti Service Manager (powered by Heat)] to facilitate all of our MSP style functions including ticketing, knowledge base, asset tracking, project planning and budgeting. We use this internally across our entire customer base. My main job functions are dealing with the project management and budgeting systems.
  • Issue Tracking
  • CI management
  • Alerting
  • Implementation can be cumbersome and you really need someone who understands the system to customize it to your business
  • The update process has been buggy and introduced new issues with each update.
  • It has help us consolidate down to one system to asset and issue tracking
  • it links items together well so its easier to see the full history of issues with CIs
I am not in the position to evaluate the competitors, that happened with people above me in the organization. Before this we used custom programs and were reliant upon developers.

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

Not sure

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

If you were a MSP looking to integrate your systems into a single system I would recommend [Ivanti Service Manager (powered by Heat)]. You really need someone who is strong with databases and integration to get the most out of the system, so either expect to pay an implementation specialist or employ your own as there is a lot of customization that needs to take place. We have had to add many custom fields and setup alerting on them to make this work for our business, but once it has been setup it was worked very well.

Ivanti Service Manager Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Service restoration
5
Self-service tools
Not Rated
Subscription-based notifications
8
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
Configuration mangement
8
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Using Ivanti Service Manager (powered by Heat)

25 - This is our entire support staff. All request are entered and logged into this system. Email updates are sent and received through the system
3 - We have three staff members who actively support the implementation and update of the program
  • Ticketing
  • CI Tracking
  • Knowledge base
  • project management
  • Using it to alert on old VM copies
  • tracking expiration dates
  • Time tracking
  • change logs
We are fully committed to this system. After customizing it for the past 3 years we have no plans to change