What do you like best about the product?

Ivanti for ITSM has been a great help for us. It has helped us alot in our employee onbaording and managing other employee related functions. It's highly customizeable and it can easily be integrated with any tool.

What do you dislike about the product?

The process of understandign it initially is quite difficult but overall it's a great tool

What problems is the product solving and how is that benefiting you?

onboarding related tasks

What do you like best about the product?

The platform is very basically laid out and fairly simple to understand. Modifying forms and lists is a simple task to accomplish while maintaining structure and relation to other objects. Integrating new objects to support IT business functions is also very easy.

What do you dislike about the product?

I've worked in development of business applications for 10+ years. There are always nuances that are never considered among the different tools that never come up as a requirement. Filter options for Dashboard layouts, data previews at key junctions while developing, and documentation of behaviors when things don't work are items I've needed to cover in my experience. The Support Desk has always been available to help in any of these cases mind you.

What problems is the product solving and how is that benefiting you?

Allowing IT operations to perform functions collaboratively with its internal parties while at the same time consolidating our efforts into a simple point of contact for the customer has been revolutionary. We will be engaging very closely to integrate and automate many alerts and scripts for the purposes of removing a sitting person for this purpose. This frees up staff and time to get more done where we are actually needed most.

What do you like best about the product?

- Excellent flexiblity allowing admins to build business objects and link them together to create complex workflows
- Good product support and documentation available online
- Many add-ons available to enhance your ITSM experience

What do you dislike about the product?

- Steep learning curve to maximize the potential return on investment
- modules can feel disjointed from one another with completely different look / feel as they were developed by other teams
- Customizations are often more time consuming than anticipated

What problems is the product solving and how is that benefiting you?

- Help Desk solution for incidents
- Approval solution for service requests
- allows real-time tracking of problems and requests for the requester
- Excellent self-service portal for requesters

What do you like best about the product?

IT keeps track of discoverable items easily. Security tteam is able to use it for tracking assets as well.
One best thing about it is that it integrates with our ticketing system seamlessly which removes alot of work.

What do you dislike about the product?

Like any other tool, it's not perfect. there are some items that i cannot dicover correctly, like DUAL ip or DUAL dns systems.
For discovery, i needs to be more smooth and seamless.

What problems is the product solving and how is that benefiting you?

IT's helping us with asset tracking and assest history. We are also able to push patches and packages with ease. This helps greatly with automation which reduces administration time.

What do you like best about the product?

80% of ITSM is turnkey. Being hosted by Ivanti makes life so much easier and all the different environments they provide you with to keep you in a great place at no cost. They are getting to a low code/no code environment. I am able to connect using APIs to just about anything I want making the tool as simple or as robust as my company is ready for. The ability to integrate with Teams to use bots and interface with users to open tickets, redirect to FAQs or articles is amazing.

What do you dislike about the product?

The back end uses a SOAP API instead of REST. Ivanti is in the middle of a full rework of the underside of the product having acquired Cherwell. Some parts of the product are overly complex as it has been made to be flexible in five-thousand different ways if you want it to be. It needs a full reworking on the backend so you can find what you want in a much easier way without having to go to one place that takes you to another place that will tell you where you need to go to put your customer configuration in place.

What problems is the product solving and how is that benefiting you?

We needed something that was going to fulfill all the Federal, State and ITIL requirements that we needed in an end-user support tool. It had to do more than take tickets.