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 solution
What do you like best about the product?
THis product allows for automation in any process within our organization. As we build automation solutions other areas get excited about the possibilities to help them automate.
What do you dislike about the product?
Ad Hoc reporting - but this is coming out soon in a new release.
What problems is the product solving and how is that benefiting you?
Automation and workflows, unified IT solutions
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Best Service Desk Software
What do you like best about the product?
We like the flexibility and variety of options that can be implemented. It can cover almost all workflows that may be needed in any organization.
What do you dislike about the product?
Sometimes it may be a bit complicated to achieve a required configuration. I don't actually call this as something that I dislike but I heard this couple of times during my system implementations.
What problems is the product solving and how is that benefiting you?
Incident Management, Change Management, Knowledge Management, Contract Management, Asset Management, Request Management, Project Management and Problem Management.
Recommendations to others considering the product:
If you need to automate any workflow, I suggest going for Ivanti Service Desk.
Good service desk tool
What do you like best about the product?
A solid service desk tool with all the capabilities you expect from a service desk tool.
What do you dislike about the product?
Nothing it works as advertised. A solid way to register tickets
What problems is the product solving and how is that benefiting you?
Every business needs a service desk tool with a tool tickets would not be registered.
Very flexible without being difficult to implement
What do you like best about the product?
We really enjoy the speed and flexibility. We can tie a lot of different systems into Service Desk. The customer support and community are great for Service Desk and Ivant's professional services always knocks it out of the park.
What do you dislike about the product?
It can be difficult to decide on the single best course of action since there are so many ways to solve each problem.
What problems is the product solving and how is that benefiting you?
Incidents, Change Management, New Hire Onboarding, Terminations and Asset Management. Keeping all this in one location.
Recommendations to others considering the product:
Implementation is vast but once its configured and running there isn't much that is needed. Assign the right staff and plan a staggered implementation if needed.
Solid
What do you like best about the product?
This software just runs. This software has been in place a little over 5 years, and there have been 4 issues, each originating outside the system. For example, the Exchange server had an issue requiring a reboot to re-establish the notification service. I've used other products with another company and this has been by far the best.
What do you dislike about the product?
Getting hard copies of the manuals, so my issue isn't with the software itself.
What problems is the product solving and how is that benefiting you?
Documenting issues, follow up by any of our agents when a client calls for information, and gathering knowledge.
Recommendations to others considering the product:
The software is solid: it runs with little intervention. In the little over 5 years we've been using Service Desk, I've had 4 issues, and they were the result of issues outside of the software, such as our network admin changed database password without notifying me, or the Exchange server had an issue and needed to be rebooted.
Flexible ITSM solution that allows for customization, integration and reporting.
What do you like best about the product?
It is process driven and customizable. While there are 15 Pink Certified processes out-of-box, we had the ability to develop very customized processes and forms that aligned with our business where needed and maintain ITIL-like processes as well. I also like that we can integration with other systems.
What do you dislike about the product?
We had a bumpy road to implementation. This was not due to the product itself. The lack of expertise in-house, misunderstanding on the requirements, and the availability of our vendor and Ivanti caused significant frustration and delays.
What problems is the product solving and how is that benefiting you?
Project, request and knowledge management are currently implemented. Incident, problem, change and change management as well as SLA and service catalog will be deployed in the coming months. We are also looking at implementing a number HR and Travel related processes into them mix. Finally, we are working on integrating with other systems such as Data Visualization and ERP.
Recommendations to others considering the product:
Clearly define and communicate your requirements to your implementation vendor and have a detailed rollout plan before purchase.
It's worth it
What do you like best about the product?
The integration of multiple products into a single platform which simplifies the process for us and as a result for our users.
What do you dislike about the product?
It takes a lot of time, effort and expertise to design these workflows. It's not as intuitive as one would like, but once you set it up the way you want, the results are worth it.
What problems is the product solving and how is that benefiting you?
LanDesk is one of the few platforms that integrate Asset Manager, EndPoint and Service Desk together. It has built-in ITIL workflows that help one of our main focus - 1st contact resolutions. In addition, it has workflows that support knowledge management and change management both of what is important for us when working in a University that address students, faculty and staff (on campus or off campus).
Recommendations to others considering the product:
Even if you're starting out with a single product such as Service Desk or EndPoint, the ability to expand as your company expand is invaluable. That alone is worth taking a dive and purchasing Ivanti Service Desk.
Great Sevice Desk Software
What do you like best about the product?
We like the flexibility and options the software provides. Your imagination seems to be the limit.
What do you dislike about the product?
I'm not sure I would it a dislike so to speak. The difficulty with the software is that it is complicated and labor intensive to configure. The implementation person we received when we contracted with Pangea to implement our software was inexperienced and we did not get the implementation that we were expecting. So our system isn't at the place we were hoping it would be by this time.
What problems is the product solving and how is that benefiting you?
It allows our Help Desk to have a complete view of tickets and issues that come from our support of 10,000 users. Analytics of all the tickets processed and how we can help our end users better. Self Service allows more efficient use of the Help Desk's time to deal with problems and not logging all the incoming issues.
Recommendations to others considering the product:
I would reccomend to other considering. It is very flexible and robust. They are frequently adding new features.
Strong Engine the rest is left up to you.
What do you like best about the product?
The Landesk Service Desk engine is incredibly powerful and most anything can be done (if you find the right professional services provider and you have the money).
What do you dislike about the product?
The tool comes with broken processes out of the box. You MUST engage a professional services vendor to setup the tool for you. Integrating with other LANDESK tools (i.e. LDMS) relies on coding and DB work instead of a simple integration. Database architecture makes it very difficult to pull reporting from different areas of the tool in a single query (i.e. Incident, Request, Task).
Since mid-last year Ivanti seems more interested in acquiring new companies and selling these additional tools rather than helping clients realize value out of existing purchase. Account management in Canada has been abysmal since a change in Account Manager. Our account is severely at risk and Ivanti doesn't seem to notice.
Since mid-last year Ivanti seems more interested in acquiring new companies and selling these additional tools rather than helping clients realize value out of existing purchase. Account management in Canada has been abysmal since a change in Account Manager. Our account is severely at risk and Ivanti doesn't seem to notice.
What problems is the product solving and how is that benefiting you?
Incident, Request, Change, Problem, Asset Management, Knowledge Management.
ITSM Made Easy
What do you like best about the product?
The Ivanti Service Desk platform is easy to use and manage. You can easily create forms and workflows to meet your business needs. It offers an easy to use interface for end users that makes logical sense.
What do you dislike about the product?
Their are some functions of the product that are clunky or need upgrades. The interface is good but could be more powerful. Ivanti support needs improvement
What problems is the product solving and how is that benefiting you?
We are using Ivanti for Incident, Request, Problem, and Change Management as well as an initial CMDB. The goal is for the product to be the platform for all IT Service Requests for us.
Recommendations to others considering the product:
Great product, highly recommend
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