Solution Architect at a tech services company with 51-200 employees
Real User
May 15, 2023
The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push.
Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees
Real User
Apr 24, 2023
The interface can be improved. It can be made more interactive for self-service users. Some standard functionalities, such as chat or multi-channel experiences, could also be included. In the future release of the product, I would like to see a better and more interactive interface and checking options.
I'd like to see more focus on the mobile service which is minimal and doesn't provide sufficient capabilities because it is very basic. It doesn't make for a good product. We get there in the end but sometimes it's lacking in functionality, particularly when compared to other solutions. In addition, the portal requires some enhancements because it's outdated and in need of an upgrade. Ivanti lacks integration with other systems and it doesn't have any out-of-the-box ABIs. Finally, the technical support needs to be improved, they take a long time to respond.
Lifetime Process Manager at a government with 201-500 employees
Real User
May 16, 2022
You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness.
Senior Consultant at a tech services company with 10,001+ employees
Consultant
Mar 24, 2022
Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run.
IT Senior Manager/ User Support at a insurance company with 501-1,000 employees
Real User
Feb 11, 2021
The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow.
Help Desk Software facilitates efficient customer support by streamlining communication and task management processes for businesses. It enhances client satisfaction and supports team collaboration through ticketing systems, automation, and detailed reporting.By automating repetitive tasks and providing a structured approach to customer interactions, Help Desk Software enables support teams to perform more effectively. Teams can resolve queries quickly, leading to improved customer loyalty....
The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push.
The interface can be improved. It can be made more interactive for self-service users. Some standard functionalities, such as chat or multi-channel experiences, could also be included. In the future release of the product, I would like to see a better and more interactive interface and checking options.
I'd like to see more focus on the mobile service which is minimal and doesn't provide sufficient capabilities because it is very basic. It doesn't make for a good product. We get there in the end but sometimes it's lacking in functionality, particularly when compared to other solutions. In addition, the portal requires some enhancements because it's outdated and in need of an upgrade. Ivanti lacks integration with other systems and it doesn't have any out-of-the-box ABIs. Finally, the technical support needs to be improved, they take a long time to respond.
You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness.
Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run.
The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow.