Ivanti ITSM Reviews

It is a strong platform as a whole, and with built-in wizard-driven workflow and business rules engines, you can’t go wrong. 

For me, one of the key features is the Service Catalogue and its Service Owner role. This combination allows organizations to roll out tailored service request offerings lighting fast without coding or deep technical knowledge.

We use it internally and externally for our customer center, code name iHelp. Our organization now has a central self-service capability for both our employees and our customers on a single platform. 

This has brought many process fulfillment efficiencies to us internally and, for our customers, a single, reliable channel to access our services and track progress on their items.

We work closely with the vendor and have already submitted enhancement requests mainly around integration capabilities. Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year.

Understand that this product is a great investment. It has a flexible architecture that allows you to switch between cloud and on premise. It is a product that will grow with you and easily adapt to your enterprise service management process changes in the future. It is HTML5-based and very easy to configure and implement.

The ability to totally customize the screen and workflows to fit your processes.

We were able to build in a Notes and Questions field on the Call Logging screen. When the Service Desk Rep would select the Call Type it would show the required things to do to resolve the issue. It would also show where to route the ticket if they could not resolve the issue.

The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set.

4 Years

No – since we were upgrading from version 6 to 8 and using all new servers we were able to stand up version 8 and get everything setup and tested before we cut over.

No, HEAT was very reliable and never went down.

No – we had a site license so we had unlimited users. Also we setup a Citrix solution to use for the sites not in the main office were 80% of the user base was located.

Excellent

Excellent

No, when I arrived we were using version 6 and I was tasked with getting us to the current version at the time which was 8.

Since I was already very familiar with HEAT it was not difficult setting up version 8.

We used in-house resources to implement. I did attend training from the vendor who was our VAR. They did help us setup Change Control in the system using a set of Detail Screens and workflows.

Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated.

Our cost was 50K a year to be in Maintenance so we could call FrontRange for support. We ran version 6 for many years with no cost.

Determine if you need to make a lot of customizations. FrontRange now offer HEAT as a SAS, I am not sure if that allows for the customizations I had with it hosted in-house.