Ivanti Service Desk [EOL] Reviews

We initially used Ivanti as an IT service management tool for instant problem change and request fulfillment. Now we use the solution in a range of different workflow scenarios across various corporate teams, including HR requests, corporate comms, building orders, and customer management.

Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent.

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.

We've been using the current setup since 2013, but I have worked on predecessors to the Ivanti product since 2007.

Ivanti is stable. We've been using it for many years. Now and then, we've had issues scaling up the servers, but nothing unexpected.

Ivanti has proven to be highly scalable. However, we probably underestimated the demand when we brought in extra customers. We have about 23,000 users now. 

We've never had a huge issue with Ivanti technical support, but we don't need them often. Typically, we only have issues when upgrading, and we need their assistance to get that fixed beforehand. We don't rely on them for day-to-day support, which we primarily handle in-house.

Each company had its own solution before we merged. We were all independent up to that point. My last company was with was using the Touchpaper solution, which became LANDesk, then Ivanti. We've continued with our tool, but there had to be a corporate standard, so the other companies were told to migrate on to the Ivanti platform.

The initial deployment took over 18 months, including migration from eight solutions to this one. We were formed through the merger of eight or nine different bodies into a single organization. They all had different solutions. 

The migration was pretty complex from that point of view, but getting the system up was straightforward. It just took us 18 months to onboard all the users from the different areas.

The deployment was mostly in-house with some vendor support. We had LANDesk consultants at the time, but now they're Ivanti. We had a few days' support from them, but it was primarily in-house.

I rate Ivanti Service Desk eight out of 10. If you can invest the development time, you'll get a lot out of this product. We've invested a lot of resources into this, and our usage has expanded dramatically. 

You get out what you put in. If you want something you can just deploy and forget about, this is probably not suitable. You could do that with some other solutions. However, we've found this to be excellent in terms of the customization options.

Basically, we use it for service management from the financial side of things.

I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement.

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 have been working with Ivanti for one and a half years. I am using the latest version. 

I would rate the stability a seven out of ten. There were some performance drops and were unavailable at times. 

There are people in different roles using this solution. Moreover, we have around 100 users across multiple departments and roles, such as sales services, managers, and analysts.

Overall, I would rate the scalability an eight out of ten. 

The customer service and support team is helpful. 

Positive

The initial setup was quite simple; installing just took a few minutes.

It was pretty intuitive to deploy it; we didn't need any third-party help. 

I have experience with ServiceNow. 

I would recommend using Ivanti. Overall, I would rate the product a seven out of ten. It would be because of the interface and probably the kind of omnichannel experience it does not provide.

We use this solution for our service desk and for batch management. We are customers of Ivanti. 

Incident management is a valuable feature.

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. 

I've been using this solution for three years. 

The solution is stable. 

The solution is scalable. We have around 500 users in HR, IT and facility management. We have two admins to maintain the system. 

When you open a ticket with support, it takes around two or three days to get a response. After that, they send you a link where you can search for assistance. It's not professional support. When we have a problem, Ivanti should investigate. If I have a problem with the system, that means I have a problem with my business and if the issue can't be solved quickly, it costs us. 

Negative

The initial setup is very straightforward and we were able to deploy within three weeks. 

We pay an annual license fee. It's expensive compared to other solutions. If you're aware of the technical aspects you'd realize you're getting what you paid for but it's still quite high. 

The product is very strong, but there are issues with support and the look and feel of the product. When that is solved, it will make a big difference. 

I rate this solution seven out of 10. 

We are using Ivanti Service Desk for service requests, incident management, change management, IT discovery, and asset discovery.

The most valuable features of the Ivanti Service Desk are service requests and incident management.

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.

I have been using Ivanti Service Desk for approximately six months.

The stability of the Ivanti Service Desk depends on our server connectivity and the availability of our server. If we have good a good environment then the solution can be very stable.

We have approximately 4,000 users using this solution in my organization.

We use the Ivanti Service Desk on a daily basis, for logging our tickets, new user joining, and many service requests are being completed.

I have not contacted technical support.

I previously used ManageEngine. I switched because the Ivanti Service Desk has a lot of integrations and connectors which are beneficial. There are a lot of minute details where Ivanti Service Desk has an advantage over ManageEngine. For example, in ManageEngine ITSM we cannot integrate it with Oracle ERP. However, in Ivanti Service Desk we can integrate it with ERP solutions to fit in the user details, and other required objects we want. That's one of the biggest differentiators. Additionally, Ivanti Service Desk gives a lot of customization while in ManageEngine a lot of elements are hardcoded. We cannot customize it up to the minute level.

The initial setup of the Ivanti Service Desk was straightforward.

We have two people who do the maintenance and support this solution.

I have been evaluating Freshdesk.

I rate Ivanti Service Desk an eight out of ten.

Ivanti Service Desk gives all the functionality we need. This is why I gave it eight. I subtracted two points for poor user-friendliness. The GUI is not user-friendly. When compared to BMC or ServiceNow, they can improve a lot on the GUI.

I mainly use Service Desk to track service requests and check service records.

The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well. In addition, because everything is tracked and kept on the cloud, it's very easy to review changes.

When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process. 

I've been using this solution for six months.

This is a scalable solution.

I also use Jira, which I feel is a better solution because it includes so many integrations and other features.

I would rate Service Desk as nine out of ten.

We use it to manage our help desk.

Incident management and service request management features are the most valuable.

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. 

I have been using this solution for about a year.

It is very stable.

Its scalability is good. We have about 600 users, and all of our users are using the app access or the Self-Service Portal. We have about eight to ten help desk staff members and service desk analysts.

Putting in a ticket is easy, but the response time is a little slow. Their response time could be better.

If you're setting it up for the first time, you would probably need professional services.

We didn't set it up ourselves. We used a third-party vendor to do the setup for us. It took about four or five months.

Before implementing this solution, I would advise others to do the groundwork and properly document the processes and workflows. We didn't have certain processes properly defined, and that's why it took us longer to implement this solution.

I would rate Ivanti Service Desk an eight out of ten. We're satisfied with this solution.

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. 

I am using the tool for more than two years. 

The tool is a very stable product.

I am not worried about the scalability in a cloud environment. The on-prem version is scalable as long as it supports web services. There is no drawback in event architecture as per scalability. 

The tool's support is only for customers who are on live, not for the partner resource. We have to depend on the community forum and other articles. There is not much help from the reporting services.

The tool's initial setup is easy and straightforward. However, the tool has a complicated configuration. The solution's documentation also does not help much with respect to that. 

I would rate the tool an eight out of ten. The tool supports a lot of standard reporting KPIs.