Ivanti Neurons Zero Trust Access - BYOL-3 NIC_M5
Ivanti | 22.5R1Linux/Unix, CentOS 6.4 - 64-bit Amazon Machine Image (AMI)
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Ivanti Service Manager Review
What do you like best about the product?
The ability to toggle between IT Analyst and Self Service roles in the system is very easy.
What do you dislike about the product?
Not very user friendly when it comes to searching for specific tickets
What problems is the product solving and how is that benefiting you?
IT and Facilities related service requests and issues for the business. We are also looking into the asset management module as well.
Recommendations to others considering the product:
Look into all modules and functionality and define the role function extensively as it helps with workflows/processes.
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Great scalability and automation
What do you like best about the product?
I think the best part of ISM is how mutable every object is. You can literally set up the entire system to do anything you want, infinite possibilities. Nothing is really "locked down".
What do you dislike about the product?
I wish I could write scripts instead of dragging and dropping workflow objects because it takes a long time to accomplish relatively simple tasks.
What problems is the product solving and how is that benefiting you?
We are solving IT ticketing, asset tracking (to an extent), and ISM also indirectly serves as an audit trail for our AD accounts (hourly AD sync with all important fields, changes tracked in Audit History).
Robust system with many options.
What do you like best about the product?
I like that I am able to really control the design of what the end user see and what data I want to collect. This really help with analyzing data to be more proactive when we start looking at trends with equipment or training.
What do you dislike about the product?
The form creation side need to be more GUI friendly and out of the box there is a lot of legacy stuff that needs to be cleaned up, so as not to present options that are no longer valid.
What problems is the product solving and how is that benefiting you?
Just finished the implementation, but the analytic will be a key tool in shaping what IT looks like.
Recommendations to others considering the product:
Plan Plan Plan, give you and your team time to design and understand ITIL month before setting up the software.
Upgrade Experience
What do you like best about the product?
Discovering what ISM is really capable of doing and automating.
What do you dislike about the product?
Support for the upgrade.
Did not like that some of the Out of the box feature shown were not available based on licensing. In fact some even required a different product.
Did not like that some of the Out of the box feature shown were not available based on licensing. In fact some even required a different product.
What problems is the product solving and how is that benefiting you?
Once we knew there were business partners who could also assist who are more in our region helped a bit.
Recommendations to others considering the product:
Get training on using the system. Have qualified administrators.
How I plan My Day
What do you like best about the product?
Ease of use and the crystal report feature helpful. I love how I can organize the tickets, and the ease I can assign certain tasks to individuals.
What do you dislike about the product?
It would be nice if tickets could be assigned automatically after a user submits their technical issue. If admin is out tickets back up quickly.
What problems is the product solving and how is that benefiting you?
Field techs can prioritize their routes easier, which reduces cost of mileage reimbursement and gas, by organizing tickets in their que. The ease of closing tickets on mobile devices is also helpful.
Recommendations to others considering the product:
Highly recommend Ivanti, easy to use. User friendly gui and compatible on multiple devices.
Self Service Portal used as Payroll Portal
What do you like best about the product?
I like that the tool is configurable in a very large extend (You can configure business objects, pages, views and build your own custom application)
What do you dislike about the product?
The support is sometimes poor. There should be more technical support.
What problems is the product solving and how is that benefiting you?
We are build a payroll portal with Ivanti's Service Manager. The benefits are that we can include our custom web services to communicate with other systems,
Very customizable tool
What do you like best about the product?
It is very customizable and has an open sandbox environment. Anything you want to do you can do!
What do you dislike about the product?
It can be very difficult to setup and requires external support to configure it exactly how you want.
What problems is the product solving and how is that benefiting you?
We are consolidating teams to one platform. We can combine the best competent of each platform to the new configuration.
Recommendations to others considering the product:
To have an easier out of box deployment
Robust Helpdesk
What do you like best about the product?
THere are a lot of features and capabilities in this system. I appreciate the flexibility.
What do you dislike about the product?
You really have to immerse yourself in the learning of the software to understand it, and the tremendous flexibility is tempered with some strange rigidity in certain areas.
What problems is the product solving and how is that benefiting you?
We needed a new "helpdesk" system and to introduce some more formal process into our workflows. We have been fortunate enough to be able to dial the complexity of ISM down some so that we could start simple and add features to our workflow over time to help our people ease into it.
Recommendations to others considering the product:
Be prepared to spend a fair amount of time configuring and administering the product. If you already have ITIL workflow in place, this is probably quite a bit easier. This is really designed to support that ITIL model and mindset. It can be simplified. A lot of things that we were initially told we could not do, we learned that we could actually do, but mostly through trial and error.
Ivanti Service Manager is a Large Scaleable Tool
What do you like best about the product?
I like my options to setup a service desk options with the tiles. Users find that help and visually appealing.
What do you dislike about the product?
It is a large system and implementation can be difficult but Ivanti will help get you thru the initial setup.
What problems is the product solving and how is that benefiting you?
I am working towards learning what tools Ivanti has and can tailor for us to cut down on mutiple tickets for one service.
Recommendations to others considering the product:
Plan plan plan what you want
Have been a happy long time customer
What do you like best about the product?
The flexibility and ease of making this an all in one management system
What do you dislike about the product?
Having to redeploy constantly with new features
What problems is the product solving and how is that benefiting you?
Patching etc
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