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Powerful and flexible solution.
What do you like best about the product?
The level of customization and integration available. Really easy to leverage on industry standards framework and also add your own requirements.
What do you dislike about the product?
I will have to get down to the details... The one think I dislike is how the cloud version is based on one page development. You can't just simple copy the browser URL to a specific destination.
What problems is the product solving and how is that benefiting you?
Solving the problem of providing consistent IT services with satisfactory user experience.
Service Manager Cloud
What do you like best about the product?
Incident, Problem, Change, Release, CMDB, Service Request all in 1 system.
What do you dislike about the product?
Basic OOTB reporting and have to purchase Xtraction.
Cannot reroute approval tasks for workflows.
Cannot reroute approval tasks for workflows.
What problems is the product solving and how is that benefiting you?
Self Service for the organization and our external customers. Better workflow features.
Recommendations to others considering the product:
Great product to get your ITSM up and running.
Service Desk
What do you like best about the product?
The ease of creating processes and easy user adoption. Quick ROI back to business.
What do you dislike about the product?
Design Transfer is crappy and does not work.
What problems is the product solving and how is that benefiting you?
Process enhancements and streamlined workflows. Window design and calculations.
Recommendations to others considering the product:
Get Professional Services to aid when implementing software
Ivanti Service Manager is a great tool
What do you like best about the product?
Easy visibly across all incidents and service requests makes it simple to support our end users more efficiently.
What do you dislike about the product?
The knowledge management module is not user friendly when creating new article.
Self-service needs more configuration options and style options.
Self-service needs more configuration options and style options.
What problems is the product solving and how is that benefiting you?
Service Desk and support of our end users. P
Recommendations to others considering the product:
Yes
New ISM Client
What do you like best about the product?
Currently Ivanti ISM represents a massive leap ahead of our current product.
What do you dislike about the product?
The asset management components of the base product are lacking, but they do have an affordable addon product. I would really like these two to be put together as you're not likely to operate without it.
What problems is the product solving and how is that benefiting you?
Increased self service and automation.
Recommendations to others considering the product:
Evaluate your requirements and ensure the asset management components meet your needs.
ISM is more than you think
What do you like best about the product?
We use ISM mostly to manage tickets for the service desk. Utilizing services and categories is a quick way to see reporting stats at a glance.
What do you dislike about the product?
there is an order of operations that can be confusing for some people. For example if you pick a team but the status of the ticket is wrong you have to reload the ticket and start over. Otherwise the business rules will not let you continue.
What problems is the product solving and how is that benefiting you?
Service catalog has been a huge help with limiting call volume.
Recommendations to others considering the product:
Stay on the recommended path. Don’t try to change everything to suit your company, rather change the company mindset to suit the tool.
ISM can do more than you think
What do you like best about the product?
We use our ISM for almost everything. On boarding and off boarding our employees, requesting access, and hardware. The integration with RES and xtraction has huge Beni fits with our reporting and automation as well.
What do you dislike about the product?
The mobile platform still is unusable for our company. Also when changing a task or incident from teams if you don’t do the steps correctly such as the team status category etc than it won’t save.
What problems is the product solving and how is that benefiting you?
ISM has significantly improved various processes that used to be manual or completed thru emails and saved the teams time by streamlining their processes. Incidents help our users get their issues resolved faster and more effectively.
Beautiful yet still developing business solutions platform
What do you like best about the product?
The best part of ISM and its sister applications is that it just gets the job done. It allows for customization, but even out of the box configurations can help business solutions and manageability.
What do you dislike about the product?
Like with any platform, the more you customize for your own business needs, the more likely you will run into unforeseeable problems.
What problems is the product solving and how is that benefiting you?
Mass automation in our voice phone system that allows our hundreds of thousands of employees to make on demand requests for their W2's, personal information changes, general IT outage announcements and transparency for high level management.
Recommendations to others considering the product:
If you wish to begin this journey, plan to have help in learning how to build & configure and then later support. We have a 6 person team doing this with ISM, Voice, Xtraction, automation, etc...
Good
What do you like best about the product?
Easy ticket creation when filling out a ticket
What do you dislike about the product?
Work flow to control the ticket aren't easy
What problems is the product solving and how is that benefiting you?
Tickets
...and the kitchen sink
What do you like best about the product?
When we first saw the demo for ISM (HEAT) our helpdesk crew, including myself were FLOORED by how many features it has. The best part is that we can direct users to a portal or knowledge when they need help.
What do you dislike about the product?
As an administrator, you need to be a jack of all trades when trying to manipulate the system. It doesn't hurt to have some programming background.
What problems is the product solving and how is that benefiting you?
We get audited ever so often, and in those times, we would have to close our doors for a week just to make sense of everything. As of right now, there's many tools that allow us to instantly show the exact number of machines, office installs, adobe installs, etc - we can even retract licences from un-used copies.
Recommendations to others considering the product:
Get a team. One person alone cannot administrate this easily.
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