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Ivanti Service Manager feedback
What do you like best about the product?
Integration between modules. Queries that allow for quick at-a-glance views of ticket states and history.
What do you dislike about the product?
Don't like that there's no ability to hover over a field to get info about it. There are also limitations around Problem ticket generation from incidents.
What problems is the product solving and how is that benefiting you?
Root cause analysis of incidents. Ability to get more attention, including management, to problematic issues.
Recommendations to others considering the product:
Go through a thorough Request For Proposal process preceded by a thorough Request for Infomation process. I would also recommend separate demos by module to fully digest the information and forumlate questions. SIde-by-side comparison is also recommended.
Very powerful tool
What do you like best about the product?
The admin console gives a lot of flexibility and is very powerful. In the vast majority of scenarios, I can configure Ivanti to support our business process with business objects, rules, workflows and quick actions. The community is very helpful and provides a lot of great ideas and creative solutions. I am constantly finding out new ways to use the tools Ivanti provides.
What do you dislike about the product?
User interface restrictions in Self Service Mobile -- cannot modify some of the form views (like Knowledge) and there are limitations on the kinds of workspaces that can be shown. The form editor can be clunky and produce inconsistent results. I've found myself having to recreate forms from scratch because it was easier than trying to make modifications.
What problems is the product solving and how is that benefiting you?
Ivanti Service Managers has allowed us to move away from classic HEAT ticketing software, and to support new business processes with software. Ivanti has become a platform where many of our business and IT processes reside.
For example, we are currently working on using Ivanti Voice to:
1. create tickets from our voicemail system
2. allowing users to go through an automated password reset process.
Both of these features will help lower our call volume at the Service Desk, and will streamline processes (especially after hours).
For example, we are currently working on using Ivanti Voice to:
1. create tickets from our voicemail system
2. allowing users to go through an automated password reset process.
Both of these features will help lower our call volume at the Service Desk, and will streamline processes (especially after hours).
Recommendations to others considering the product:
As someone who works at a Service Desk, this tool is extremely useful. If you take the time to learn the tool, you can meet your business's needs.
Solid product, too complicated.
What do you like best about the product?
good support, lots of customization options.
Walk through's and trainings as well as hand holding for implementation and rollout. Support is greatly needed since the software is extremely difficult to understand and utilize.
Walk through's and trainings as well as hand holding for implementation and rollout. Support is greatly needed since the software is extremely difficult to understand and utilize.
What do you dislike about the product?
It was fine for our needs. However it does seem like there are too many features and not enough focus on user experience. The UI is atrocious and truly confuses every help desk employee we train. Please TRIM the tabs and menu drop downs to be more concise and understandable
What problems is the product solving and how is that benefiting you?
Ticketing, logging of incidents/requests as well as project management and computer management.
Benefits are improved accuracy of support reporting. Analytics about our teams individual performance are very helpful.
Benefits are improved accuracy of support reporting. Analytics about our teams individual performance are very helpful.
Recommendations to others considering the product:
It's very complex, so you will need someone to be dedicated to learning this.
Service Manager for Incident/Work Order/Service Request, Self-Service
What do you like best about the product?
Broad feature set, all the available features are more than most organizations will initially adopt, presents future growth potential as organization matures.
What do you dislike about the product?
limited consulting resources, and resource availability meant I had 3 implementation consultants throughout our Incident/WO/SR/S-S implementation.
What problems is the product solving and how is that benefiting you?
providing self-service to customers, digitizing paper forms.
Recommendations to others considering the product:
Document your request offering workflows thoroughly.
Robust System With A Steep Learning Curve
What do you like best about the product?
I like that Ivanti Service Manager implements ITIL. If you know ITIL you will recognize its concepts built into ITSM. If you do not know ITIL, working with ITSM opens the opportunity to learn ITIL concepts along side ITSM implementation. ITIL will provide the learner with a framework and vocabulary for understanding IT and his/her place in it. For those who do not want to keep programmers on hand to maintain a service management system, ITSM is programmer-less.
What do you dislike about the product?
ITSM configuration is not at all intuitive. Beginning admins will need lots of time to learn how to configure ITSM offerings. A consultant will probably be needed for the initial setup. Ivanti offers training classes, but those classes just get you started. The training does not beyond the class materials, so you could probably get as good of an introduction just by reading the class materials and doing the exercises. ITSM support was good, but inconsistent. Certainly, I had a good experience with one of the analysts, but I was also referred to the community boards by support.
What problems is the product solving and how is that benefiting you?
As our IT operation matures we are moving towards greater ITIL compliance. We did not have a service management tool prior to ITSM, so ITSM is growing along with the division. It is our primary system for managing services and will ultimately be rolled out to the full campus. It is early in our implementation. We are now tracking incidents and services requests, and just beginning to incorporate change management into ITSM. Change management is a relatively new initiative for us, so incorporating it into ITSM now will allow us to evolve the change management module as we refine our change management practices.
Recommendations to others considering the product:
Try to gain a sense of what it will be like to configure ITSM and the limitation of request offering forms. Investigate how Ivanti Support incorporates the community boards in its support efforts.
Can recommend
What do you like best about the product?
The API functionality makes it fairly intuitive to take a manually built template and use it for integrations with our other systems.
What do you dislike about the product?
There's an overwhelming amount of options and configurations and some of the pages take a very long time to load.
What problems is the product solving and how is that benefiting you?
We use it to track all of our help desk requests as well as log change requests for audit purposes.
ivanti HEAT - Service Manager
What do you like best about the product?
Very intuitive application. Easy to switch to and from different roles to access the software's different features
What do you dislike about the product?
Not really an issue with the software but our company uses the Service Manager for business functions which the program was not designed for. In turn, we sometimes experience issues in performance when there are heavy user loads.
What problems is the product solving and how is that benefiting you?
Our company users the Service Manager to facilitate different business- line workflows such as loan origination and maintenance. I know this isn't what the product was intended for but I think it's very telling that we can customize your product to fill the needs of various different departments.
Recommendations to others considering the product:
We would benefit from more features when designing different forms in HEAT. It's difficult to design forms with different column spacing as the designer does not allow placement of different fields in whichever location. A lot of the times we have to use blank boxes to serve as an empty space if we are trying to make a form aesthetically pleasing for the front end user
Much more evolved than previous solutions
What do you like best about the product?
The front end UI is very user friendly. Very configurable for how we wanted it presented.
What do you dislike about the product?
Configuration time is lengthy to get the right look and feel.
What problems is the product solving and how is that benefiting you?
The previous solution was aged and could not scale for us going forward. The new solution helps us rollout a more modern brand and feel.
Service Manager
What do you like best about the product?
The Integration Options with other products and with IVANTI products
What do you dislike about the product?
The Interface of Service Manager is not user friendly to be user for many users.It is also somehow difficult for IT professionals as well
What problems is the product solving and how is that benefiting you?
the problem we are solving is the incident support process need to streamlined and monitored so service manager helps us achieve that
Daily user for the last 5 years
What do you like best about the product?
There are a lot of options that can be used and limitless option to customize.
What do you dislike about the product?
Reporting tools available out of the box to the analyst
What problems is the product solving and how is that benefiting you?
Tracking time spent on an issue and areas that we can improve.
Recommendations to others considering the product:
NA
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