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An ITSM platform which easily adapts to support countless lines of business outside of IT
July 08, 2022

An ITSM platform which easily adapts to support countless lines of business outside of IT

Mark Temple | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

Ivanti Service Management is used across the University in an Enterprise Service Management context, helping to support students, staff, and external contacts across multiple lines of business by providing a single portal for them to get answers to questions, raise support requests, or submit requests for services from a shared catalog. The system also drives automation of service requests and dynamic routing of Incidents and other inquiries.
  • Highly-configurable Self Service portal, giving audience-specific views of knowledge and service offerings
  • Rapid form and workflow builder
  • Supports the creation of custom business objects, making the system easily adaptable to lines of business outside of IT
  • Chat functionality is limited due to lack of skills-based routing
  • Support for 45,000 customers across multiple lines of business on one platform
  • Single source for help, support and request fulfilment
  • Support, development, licensing, and maintenance of one platform, rather than multiple offerings provided by multiple vendors
Both products are very capable players in the Enterprise Service Management space, providing custom and secure environments which make it easy for multiple lines of business to co-exist on one common platform, with Ivanti Service Manager providing a more flexible concurrent licensing model, together with lower implementation and ownership costs.

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 Service Manager lends itself to use cases across both IT Service Management and Enterprise Service Management landscapes by utilizing flexible role-based permissions and custom views and layouts, making it adaptable for use by multiple lines of business. It is perfectly at home in the ITSM space, coming pre-loaded with Incident, Request, Change, Problem, etc., but its platform supports wider adoption across HR, Finance, Facilities, etc.

Ivanti Neurons for ITSM Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
9
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
9.3
Configuration mangement
9
Asset management dashboard
10
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Using Ivanti Service Manager (powered by Heat)

1200 - IT, HR, Finance, Campus Security, Data Protection, Student Support, Accommodation, Library, Occupational Health, Technical Services to name but a few. In short, the system is flexible and role-based, so adapts to the needs and naming conventions of the target audience, making it ideal for use in an Enterprise Service Management context.
1 - The understanding of process and user journey is more important here than any coding ability, as the bulk of any workflow or form creation is codeless, supported by a drag-and-drop interface. Expression and function building is also supported, with the administrator just needing to tailor any statements to suit. These are then syntax checked by the system.
  • Single Self Service and automation
  • Student support forms and smart routing of requests and incidents
  • Real-time dashboards for all roles