LANDESK -- Worth it?
April 15, 2019

LANDESK -- Worth it?

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Ivanti Unified Endpoint Manager (formerly LANDESK Management Suite)

We replaced Remedy BRC with LANDESK (now called Ivanti UEM but to all us it is still LANDESK) about 2 years ago. The biggest difference was in terms of feature set and expandability. Both are good CRMs/ticketing systems but where Remedy would only do just that, we have additional functionality for Asset Management, Reporting (via Xtraction), and most importantly, System Administration (think SCCM replacement....HII, Remote Management, App Deployment...the whole 9 yards. We hold on to SCCM for the integrated Endpoint Security and Windows patching).

Overall we've had some issues, especially with HII (hardware independent imaging) but once you've got a solution that works it tends to work very nicely. Better than SCCM's procedure to spin off to HD users for new PC builds. Other things that have come up are minor (I prefer SCCM's reports...app deployment in the Landesk GUI looks like a 1999 SharePoint InfoPath form...). The good things definitely outweigh the bad so overall it is absolutely a positive change. I don't think anyone on our team would want to move back to Remedy now. It hasn't replaced SCCM completely like it is billed but it does add value over SCCM so I'm fine supporting both in our environment.

PROS:
  • Hugely expandable and wide feature set
  • Modern and good-looking web portals for HD users
  • Recieved Good Support when I needed to call in to Ivanti
CONS:
  • High Cost
  • Weird naming/database conventions for ticketing...you'll have a bit of a learning curve figuring out what the difference between "Resolved" and "Closed" mean as well as how the data is stored in the DB
  • You'll only get out of it what you put in it. Much like a DB, put no effort into learning Landesk and it won't be all that it is cracked up to be. Many features require extensive configuration or customization before you get the end product you want.
  • HII - very slick and painless image updates once configured properly. Not a big deal anymore to get a new model of laptop from HP when you can re-use the same gold image once you've pulled any computer specific drivers from the new laptops and inserted it into the gold image.
  • Feature Set - Need pretty pictures? Tie in Xtraction and boom, you're building graphics that make using SCOM seem like 1999. Need Lifecycle Management? Add in Asset Management and you've got all you're warrenty information covered and accessible by the same portal your HD tech's are using pulling up user tickets.
  • Setup - Boy it is a pain to configure everything correctly. Be aware that you'll probably be giving an AD service account some God rights to get everything working....and security just loves that....
  • Cost - Boy you have to pay for everything. I suppose it lets you buy into just what you want but having repeated items go through procurement is a pain if your procurement branch is a pain.
  • Centralized IT - all in one solution that is better in some areas than traditional niche software applications. You'll probably still spend the same amount of time with users on the HD line, but you'll be able to reduce the amount of time it takes for auxiliary Help Desk tasks (ticketing, reporting, background deployment, etc.)
  • Cost - This is a negative of course ;) But at some point you can save some money if you ditch SCCM or your other CRM
LANDESK is more modern and has a better UI for our HD techs. It is also vastly more expandable than Remedy was when we left it (approx. two years ago). It's not really a comparison of CRM to CRM though, and if it were I'd say LANDESK is 10-25% better, but the additional feature set of the other LANDESK modules is the deal breaker that moves it beyond Remedy.
Best suited for medium or large environments without SCCM or alternatives already. It can cover 90% of what you'll need to do as a systems administrator with just what LANDESK can do with a couple of modules added.

For those who already have SCCM and a Help Desk CRM then the question is about the benefit of IT consolidation and the actual improvements you'll see in LANDESK over those others. It might be worth the cost (we thought it did) but that's up to the organization and could be very situational dependent.

Bottom line is that I can assure you that if you have it you'll use it for something How much you use it is up to you.