What do you like best about the product?

For me, the main point about the product is that you get a solid foundation with the "standard content" the vendor delivers but you have the ability to customize that in an easy way. Our team consists mainly of IT-savvy people without a background in software development. Still, they feel quite at home in the software and constantly develop new functionality.

A second aspect that does not concern so much the software but rather Ivanti as the vendor is the strong community behind the product. Ivanti actively facilitates user groups both virtual and in-person for all kinds of topics concerning their portfolio. Many valuable tipps, tricks, insights and ideas that we incorporate in our customized solution are coming from the community.

We integrate various other applications inside our company as well as customer systems. For our own applications, we typically use a database-level integration or flat files. Recently, we also use the Ivanti API. For customer systems we are still sticking to either email or a custom (reduced) API built on top of the native platform API.

We are an IT service provider with 300+ supporters that use the software daily to support about 9000 customers on the client side.

What do you dislike about the product?

Even though the software is seeing some substantial development recently after having bought Cherwell Service Management, the solution still feels a bit dated in the admin and analyst part. Personally, I am not a fan of the general organisation of the page in the analyst/supporter backend with a simulated menubar and tab bar below that instead of using native browser tabs. Also, many views seem a bit cluttered. Ivanti has promised, though, that this will receive a general redesign shortly. First results are apparent in the customer portal, which looks much more modern and organised.

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

Our requirement is to have all of the (classic) ITIL v3 processes in a single ITSM suite that can deliver an integrated view on our IT Service Management. Without that, an IT service provider like us cannot reasonably scale beyond a small customer base.