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Powerful and customizable product. Room for improvement regarding performance and search functionality
December 17, 2021

Powerful and customizable product. Room for improvement regarding performance and search functionality

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

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

We are using Ivanti Service Manager in our company in order to provide the end users with a robust tool to submit their requests and report any incidents. The inclusion of Configuration Items helps us organize and administer the thousands of devices and systems registered. By using workflows and approvals in the request offerings, we also provide a solution towards managing / structuring business processes.
  • Workflows help optimization of processes
  • Handling big amounts of data
  • Variety of customization options
  • Performance
  • Quality check before new versions are released
  • Search functionality
  • Adopted by the business community as a unified tool for managing services

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?

I wasn't involved with the selection/purchase process

Did implementation of Ivanti Neurons for ITSM go as expected?

Yes

Would you buy Ivanti Neurons for ITSM again?

Yes

Ivanti Service Manager is well suited when a variety of systems and/or processes are used, providing a common interface for the end user to find knowledge articles or documents and submit requests and queries.

It is less appropriate when used as a large database as the indexing requires effort and the performance is not optimal.

Ivanti Neurons for ITSM Feature Ratings

Incident and problem management
6.6
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
5
Subscription-based notifications
6
ITSM collaboration and documentation
6
ITSM reports and dashboards
7
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change management
7.0
Change requests repository
7
Change calendar
6
Service-level management
8

Ivanti Service Manager Support

Initial response is usually fast, but solving issues takes longer than expected and most of the times it is not clear what exactly the issue is and when it is going to be solved. It would be helpful to know if there are already complaints by other customers regarding new issues, so that we know that we are not alone and that Ivanti support is already aware of the problems.

Using Ivanti Service Manager

Although there are a lot of possibilities to customize and adapt the product to the company's needs, the tool is lacking the ability to provide simple search results in the Self Service user interface; for example, using wildcards or parts of words. From the analyst's perspective, the usability is acceptable.